resume lawrence dawson customer service delivery
TRANSCRIPT
Resume :- Lawrence Dawson
Application :- Customer Service Delivery
Primary Skills:- Operations Management. BPO/KPO – Non & Semi Voice Processes, Quality Control, TQM, Quality Circles, , Process Optimization, DMAIC/SIPOC, , Service Recovery, BCP, Transitions & Mibgrations , L&D, Employee/Customer Satisfaction Index, Soft Skill Training, Counselling, Action Plans & Monitoring , Personality Development & Continuous Improvement, SLA Negotiations, Design of Learning Curves & Tracking, TAT, CRM. Appraisals & Succession Planning, Cross Training, Lean Management ,Capacity Utilization & Productivity, Compliance Audits, MIS, Change & Engagement, Process Excellence, Interviewing & Selection & HR Shared Services. Multi-Cultural Client Exposure (China/U.S.A/U.K & Sri Lanka).
Secondary Skills:-Environment, Health & Safety, Preventive Maintenance, Security & Integrated Facilities Management. Large Office Complexes/BPO/ I.T, ,Real Estate Complexes, , Malls, Hotels, Food Service Outlets, Outsourcing & Canteens, Restaurants ,Food Processing, Housekeeping, Sewage & Water Treatment (ETP), Bio Dynamic Agriculture, Garbage/Waste Management & Recycling , Help Desk ,First Aid, Environmental Management/Measurement Systems, Renewable Energy, Energy Auditing, Help Desk Operations , Pollution, Wildlife & JFM , Corporate Social Responsibility & Legal Liaison reporting
EDUCATIONAL DETAILS
1995- Certified Managemnt Assistant for SIDBI (Small Scale Industrial Development Bank of India) from Xaviers Institute of Management & Entrepreneurship,Blore. http://www.xime.org/
1990- Graduation in Hotel Management National Council Institute for Hotel Management Catering Technology & Applied Nutrition Bangalore..First Classs. http://www.ihmbangalore.kar.nic.in/
1988- Pre University course in Commerce Bangalore University St. Joseph's College of Commerce First Class http://www.sjcc.edu.in/
1985- Indian Certificate of Secondary Education School certificate Exam Clarence High School. First Class http://clarencehighschool.in/
Certified ISO Internal Auditor :- 9001 (2008), 14001:(2004) , 18001 , 22000:(2003) & 26000Committed to be the catalyst towards adoption of ISO 26000 (CSR) a mandatory necessity of Corporate Social Responsibility ,a requisite for the ISO 14001:2004 -Environmental Management Systems(EMS/EMIA))., ISO 18001- Occupational Health and Safety(OHSAS,HAZOP) ) ISO 22000 :2003which entails Food Safety (HAACP) ISO 9001:2008 (TQM/QC/Lean) with regard to Quality Management Systems. http://gqsindia.com/
Certified NLP Practitioner.(Neuro Linguistic Programming)- WisdomTree http://www.nlp4india.in/
Workshop on Making of Preparations used in Bio Dynamic Agriculture.BD 500, 501, 502, 503, 504, 505, 506, 507, 508. http://www.biodynamics.in/
WORK EXPERIENCEBusiness Development Manager Aster Travels- August-Oct 2014www.asterholidays.comHeading DepartmentRepresentation Marketing:-Alcon Victor Group of Hotels in Goa- Devaaya, Dona Sylvia, Radisson Blu & Victor Exotica.MICESocial Media/Business AlliancesCorporate/Travel Agent AccountsTarget Performance/Strategy/Training/Appraisals
ISO Projects as Senior Management Consultant-Global Quality Services , IndiaJan 2011 to Jan 2014. http://gqsindia.com/Management Consulting and listed below are some of the top projects ; worked on.JSW Structures and Engineering(India),Top Ramen Nissin Indo Foods, Golden Palms Hotels .Orange County Kabini , Right Horizons , Directorate of Arts & Culture:- Goa, Suraj Development , Shrawanthi ConstructionsMangalore Chemicals and Fertilizers
6/2009 –1/2011. Business Development Manager . Jean-Claude Biguine Spa & Salon .
P & L performance as an independent income & expenditure SBU with .Forecasting and planning of monthly, quarterly revenue targets for unit and staff with a strategic action plan to achieve these goals. Service design and SOPs’ .Inventory control and relationship nurturing vendor relationship, L’Oreal.
.Retail of luxury in house organic well being & cosmetic products range made in France, Marketing, promotions & partnering with PR agency Lin Opinions (Lintas) for maximum exposure, CRM, maintaining customer history cards for personalised packages & preferences, pricing of menu in Bangalore,
Designing of Promo Collateral, initiated experiential for Page 3 Clientele through networking ; PR Events for Product Launches & Photo Shoots, , Print, TV & Online Media Co-ordination. Business Alliances through special rates and value addition to services, for organisations like Amex, HP, Ernst & Young, Crossword, Bowring Club, St Marks Hotel, Fitness First etcwww.biguine.com
11/2007-2/2008 Operations Manager at Eternal Tec
For an upcoming start up called Eternal Tec migrating a 350 staff Inbound Voice Travel related process from the U.S before shutting down within due to legal issues .
12/2002-5/2007 Manager Operations,HSBC,HDPI,
Data Processing for Mortgage + Transaction Processing .
Teams ranging from 90 to 250 staff. Service Level Agreement adherence, Soft Skill training & Development , Continuous Improvement in Client & Employee satisfaction index. Lowest attrition rate at 7% compared to 20% norm, Quality Circles Head Facilitator,99.6% Quality average, Reviews , career and succession planning. First re-migration from India to China & SriLanka . Manpower planning , shorlisting & interviewing candidates.
Single Point of Contact & Service Delivery for 21 process areas in Buffalo ,New York. Escalations in ,14 processes migrated from US to Bangalore achieving Business As Usual status, designing of Learning
Curves ,Service Recovery Service Level Agreement Breach..First team to win a M.A.D Award (Make a Difference )in HSBC Global Resourcing for a value added project with outstanding innovation towards continuous improvement ratified by HSBC , HQ in London. Process, re-engineering for a lean operation with maximum capacity utilisation.
Developed Reward & Recognition practices. Created a voluntary responsible staff in Quality Circles .Business Contingency Planning for all processes’ with hot & cold testing real time simulation ,Service Recovery Tools like Fishbone Analysis, DMAIC, SIPOC techniques, action plans for performance improvement in staff not achieving target metrics & Team building exercises..
Lean Management, No negative findings in any audit. Also Proceesk Risk Assessment Staff engagement and Process Excellence. .Lean Management & Productivity Optimization.WFM. TAT.RPH.Compliance.
Corporate Social Responsibility :- ISO 26000 Introduced & pioneered ‘Clean and Save Bannerghatta National Park’ in 2006 with a small group of volunteers .
http://www.hsbcservicedelivery.com/
http://www.hsbcservicedelivery.com/country.aspx?gsc=GSC_BLR 12/2001-12/2002 ITC Welcomgroup Windsor Manor Sheraton Towers, Lobby Manager
Handled Sheraton Towers Front Desk ,Business Centre, Telephones ,Bell Desk ,Concierge, Travel Desk, Cashiering & Library & Business Centre.; all as per Sheraton Guest Satisfaction Index for the ’WOW’ factor in services.
Induction & Training, Guest Relations & implementation of Guest History Records to provide highly personal service from Process re-engineering. Innovating check in & checkout procedures for all segments of customers like procedures for large groups ,conference delegates ,Welcomgroup Members ,package clientele etc .
Headed & implemented the first pilot project of Welcom Assistance ,a state of the art escalatory CRM application that put all service requests, complaints, help etc: to be delivered within Turn Around Times specified under one roof including selection and development of the launch team.
ISO 14001 MR Team Lead :-Part of the Steering Working Committee that investigated environmental impact and ensured that Windsor Manor was given an ISO 14001 certification after six months of ceaseless team effort.http://www.itchotels.in/Hotels/itcwindsor.aspx
.4/2000-11/2001 Restaurant Manager Topkapi,MG Road B’lore.
Multi cuisine Restaurant that won the coveted Blue Moon Award from Diners Club as best restaurant in 2000 during my tenure. 04/1996 -04/ 1999 Jet Airways Senior flight Supervisor In - flight Services,
DGCA licensed In-flight Service, Safety, First Aid, Fire Fighting, Bomb Threat, Evacuation, Fire Drills, Mock Scenario testing, SOPs ’Training for new staff, passenger feedback assessment, Catering, Co-ordination & Emergency Situational Handling. http://www.jetairways.com/EN/IN/ProductAndServices/InFlightExperience.aspx
1994-1995, Auroville, Pondicherry Volunteer for a total of 6 mon ths .: introduction to Sustainability.
10/1992 – 10/1993 THACMA (Travel Hotel & Conference Marketing Associates)Partner
Consultancy & Marketing services offered by smaller Hotels & Resorts in India with shortage of skills/reach in marketing and sales reach. Offered representation in all metros in India through business alliances in the Hospitality & Food Service Industry . In Europe sales & bookings for B & B facilities especially to exporters. Trafalgar Tours marketing in India to Travel Agents and Tour Operators.. Personalised ,conference coordination for companies in any location within India for clients like Intel , Symantec etc ; & other Organizations of International Repute.
09/1991 – 09/1992 Dalmia Resorts -Sales Executive
Time share & Hotel sales. Designing of seasonal packages for local markets. Business Alliances with travel agents & tour operators.
04/1990 -08/ 1991 Oberoi School of Hotel Management Trainee
Detailed theoretical and practical management exposure to all aspects in the Hospitality Industry . Front Office,F & B Service & Production. Housekeeping & Facilities Management. Stores & Inventory, Vendor Management * Preventive Maintenance.
OTHER QUALIFICATIONS, CERTIFICATIONS & SKILLSETS
ISB -Hyderabad -BOCEPS. (Banking Operations Core Education Programme)Professional programme in ISB (Indian School of Business),Hyderabad on 'Process Management'designed by HSBC,London.,HQ.
Certificate in Horticulture.
Certificate of Merit:- RAI (Retail Association of India) workshop.
DGCA Training for In-flight Supervisor :- Safety , First Aid, Bomb Disposal , Evacuation ,Fire Fighting & Emergency Handling Procedures .
Project Management-, PMP Foundation Classes as per PMBOK standards Completed.AN INTRODUCTION
LEARNING STYLE INVENTORY [ CLASSIFICATION]:- ASSIMILATOR
Perceive information abstract and process reflectively, they form theory and concepts by integrating their observations into what is known. They seek continuity. Need to know what the experts think. Learn by thinking through ideas. Encouraging outstanding colleagues
They value sequential thinking. Need details Critique information & collect data. Thorough and industrious. Will re-examine facts that are perplexing seek to maximize certainty are uncomfortable with subjective judgments. They are made to be good at training for standards set. Made for planning & research connected to goals. & information disseminators
Seek goal attainment and personal effectiveness. Tackle problems with calm rationality and logic. Lead by principles & ideas. Exercise authority with assertive Persuasion, by knowing the facts. Work to enhance their organization as an embodiment of tradition & prestige.
Need staffs that are organized, have things on paper & follow on agreed decisions.
Interested in transmitting knowledge. Try to be accurate & knowledgeable as possible. Believe that the further understanding of information is a must & presented systematically.
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