JACKELYN GONZALES
Soft Service Professional
Abu Dhabi,Abu Dhabi
Summary
Experienced Soft Service Professional with over 17 years of experience in Marketing and Facilities Management - Soft services. Excellent reputation for resolving problems and improving customer satisfaction .With competency in BICSc and having certification and completed trainings related to safety and project management. With good communication skills and well versed in management, leadership, and knowledge in office operation. Manage more than 350 workforce and having experience in project mobilization and demobilization.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
20
20
Certificates
1
1
Language
Work History
Soft Service Executive
KHIDMAH SOLE
05.2019 - 12.2021
- PROPIETORSHIP
- CLIENT: ARAMCO -GOVERNMENT (KING ABDUL AZIZ CENTER FOR WORLD CULTURE)
- Accountable for effective delivery of soft services comprising of Waste management, Cleaning (indoor, outdoor and façade cleaning), and pest control
- Oversee performance of assigned contractors to ensure scheduled services and reactive services are completed in line with scope/SLA stipulated in respective contracts
- Liaise with management and stakeholders to ensure services are delivered to expected standards
- Handle escalations in relation to services provided by soft services contractors
- Manage and oversee daily, weekly, and monthly performance evaluation audits for soft services contractors
- Evaluate monthly performance in line with contractual SLA/KPIs
- Ensure soft services are provided in compliance with relevant regulatory
- Manage in-house and outsourced resources to achieve compliance with company policies, procedures and guidelines while ensuring operational and financial efficiency
- Investigate customer complaints and provide written report with corrective and preventive action plan to Soft Service contract manager
- Prepare Client and organizational monthly report, KPI report, NCR & IN’s closure report, scope of work, estimations for outstanding works as when required
- Dealing with procurement team and generate Purchase Request through SAP system
- Prepared handover documents and demobilized project
- Increased customer satisfaction by resolving issues
- Monitored company inventory to keep stock levels and databases updated
- Improved operations through consistent hard work and dedication
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Conducted research, gathered information from multiple sources and presented results
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Soft Service Executive
MAB FACILITIES MANAGEMENT
02.2018 - 12.2018
- REPTON SCHOOL PHASE 1 & 2
- Regularly liaise with client and provide feedback regarding operations
- Serve as primary point of contact for all soft services-related matters, handle email requests for information, complaints, and client request (reactive task)
- Prepare monthly reports, scope of work, estimations for outstanding works as when required
- Manage service providers and monitor performance against contracted SLAs and KPI
- Dealing with staff BICSc training and assessment
- Ensure that all work is carried out as per safety standards
- Ensure that all Supervisors are aware of all safety procedures and adhere unfailingly
- Inspect/audit projects for conformance to prescribed standard
- Investigating customer complaints and providing written report to operation manager with corrective and preventive action plan
- Prepare reports concerning site, payroll, and department expenses
Soft Service Coordinator
FM, MAB FACILITIES MANAGEMENT
12.2015 - 02.2018
- CLIENT: ALDAR PROPERTY-YAS MALL PROJECT
- Co-ordinates preventive maintenance schedules and activities for all disciplines
- Liaise with help desk routine complaints and PPM
- Manage service providers and monitor performance against contracted SLAs and KPI
- Follow up with service providers/sub-contractors for routine and planned activities
- Prepare monthly reports, scope of work, estimations for outstanding works as when required
- Regularly liaise with client and provide feedback regarding operations
- Directly responsible for junior site-based staff (non-Managerial) and their assessment, (BICSc) training and development
- Ensure that all work is carried out as per safety standards
- Ensure that all Supervisors are aware of all safety procedures and adhere unfailingly
- Escalate any safety concerns to attention of Area FM/FM
- Ensure that site equipment is used in accordance with manufacturer’s Instruction and may issue method statements and risk assessments.
Operations Supervisor / Project in charge
MARINA FACILITIES MANAGEMENT LLC
06.2014 - 12.2015
- MARINA MALL, KHALIDIYAH MALL, ST
- REGIST HOTEL, FAIRMOUNT HOTEL, CROWN PLAZA, AMERICAN AIR BASE, HYATT
- HOTELVOX CINEMA, ICT RESIDENCIAL, NATION TOWER AND GALLERIA MALL, INTERCARE HEALTH CENTER)
- Manage projects and provide support to soft service department
- Conduct site visit for new tender and mobilized awarded project
- Provides support to cleaning operation and Division Manager
- Prepare monthly reports, scope of work, estimations for outstanding works as when required
- Serve as primary point of contact for all soft services-related matters, handle email requests for information, complaints, and client request beyond scope of work
- Manage service providers and monitor performance against contracted SLAs and KPI
- Dealing with staff training and assessment
- Inspect project for conformance to prescribed standard
- Planned strategy to ensure efficient management of assets managed, maintained, and supported reliability of systems, equipment, properties, and assets in project
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices
- Motivated and trained employees to maximize team productivity
- Monitored supply chain and managed logistics functions for company
- Developed and deepened relationships with customers, vendors, and internal stakeholders
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness
- Performed preventative maintenance and calibration on equipment and systems to prevent malfunctions and work obstacles
- Managed internal operational standards and productivity targets
Soft Service Supervisor
EMRILLSERVICES LLC
11.2012 - 05.2014
- ETIHAD AIRWAYS HQ ETIHAD CENTER, WEATHERFORD MANUFACTURING AND TRAINING CENTER
- Assigned team members their duties and inspect work for conformance to prescribed standard
- Investigate complaints regarding housekeeping services and taking corrective action
- Oversee stock inventories, ensuring stock level and supplies are adequate
- Conduct orientation /inductions to explain company policies, procedure, core values and site rules and regulation
- Attend client and management weekly meeting to discuss progress and accomplishment
- Dealing with staff training and assessment
- Bringing any safety concerns to attention of Area FM/FM
- Improved operations through consistent hard work and dedication
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Used Microsoft Word and other software tools to create documents and other communications
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Worked with customers to understand needs and provide excellent service
Cleaning Team Leader
ADNH COMPASS LLC
09.2010 - 11.2012
- Established standard and best practices for all housekeeping staff
- Conduct briefing and training to improve standard
- Make recommendation to improve service and ensure more efficient operation
- Prepare daily and weekly report and records data with regards to assignment, personnel actions, and timecards
- Assigned team members their duties and inspect work for conformance to prescribed standard
Marketing Supervisor
CITIMART TOWN CENTER, TANAUAN
01.2004 - 08.2010
- Supervise and coordinates daily activities of sales representatives
- Engaged in promoting and selling product by phone or mail
- Recommends changes to current sales techniques or procedures based on team performance and new selling techniques.
- Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance campaigns
- Continually maintained and improved company's reputation and positive image in markets served
Education
BBA - Business Administration
INDIAN INSTITUTE OF BUSINESS MANAGEMENT STUDIES
India 01.2020 - 12.2020
Bachelor of Science - Industrial Engineering
Colegio De San Juan De Letran
Philippines 04.2001 -
Skills
Urbanise systemundefined
Accomplishments
- Hard work and Dedication-2019 Khidmah —KSA, Saudi Aramco
- Outstanding Services —2018 YAS MALL, ALDAR PROPERTY
- Honest and Hardworking -2015 MFM FACILITIES MANAGEMENT
- Outstanding Performance -2012 AL RESALAH PRIMARY AND SECONDARY SCHOOL
- Outstanding Performance-2011 TAREQ BIN ZIAD SCHOOL
- Hard Working -2010 TAREQ BIN ZIAD SCHOOL
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
BBA - Business Administration
INDIAN INSTITUTE OF BUSINESS MANAGEMENT STUDIES
01.2020 - 12.2020
Soft Service Executive
KHIDMAH SOLE
05.2019 - 12.2021
Soft Service Executive
MAB FACILITIES MANAGEMENT
02.2018 - 12.2018
Soft Service Coordinator
FM, MAB FACILITIES MANAGEMENT
12.2015 - 02.2018
Operations Supervisor / Project in charge
MARINA FACILITIES MANAGEMENT LLC
06.2014 - 12.2015
Soft Service Supervisor
EMRILLSERVICES LLC
11.2012 - 05.2014
Cleaning Team Leader
ADNH COMPASS LLC
09.2010 - 11.2012
Marketing Supervisor
CITIMART TOWN CENTER, TANAUAN
01.2004 - 08.2010
Bachelor of Science - Industrial Engineering
Colegio De San Juan De Letran
04.2001 -
Certification
• 2013 -RADAR (Recognize, Approach, Discuss, Agree, and Report)- WEATHER FORD
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