RANJEET K NAIR
Engineering & Guest Experience Performance Lead
Dubai
Summary
Experienced Total Facilities Management and Guest Experience professional with over a decade of expertise. Skilled Operation and Performance Data Analyst specializing in KPIs to drive business effectiveness through data-driven recommendations. Proven track record of improving performance, productivity, efficiency, and profitability in departmental and organizational operations. Expertise in leading inspections, planning updates, and directing projects for operational excellence.
Overview
13
13
years of professional experience
Work History
ENGINEERING PERFORMANCE & GUEST EXPERIENCE ANALYST LEAD
SERCO LLC
10.2021 - Current
- Company Overview: Business Performance contributed to service and operational improvements by analyzing touchpoint data and reporting on key KPIs in line with Dubai Airport standards.
- Business Performance contributed to service and operational improvements by analyzing touchpoint data and reporting on key KPIs in line with Dubai Airport standards.
- Apply knowledge of data modelling and statistical analysis to note trends and draw conclusions.
- Measure efficiency of internal processes and recommended ways to improve.
- Development and maintenance of dashboards for team leads and Management.
- Evaluate consistency of intelligence data against business needs to determine optimal courses of action.
- Manage tasks like daily review of Touchpoint Audit and passenger review report provide advisory support to HD Team, also have Ensuring passengers are boarded and checked in smoothly through airport facilities.
- Creating Presentation for Weekly Operation KPI performance and presenting to Dubai Airport Client.
- Ability To compile and interpret data from field reports to support continuous service improvement initiatives.
- Analyzing Proficient in conducting detailed analysis of passenger touchpoints at Dubai Airport, identifying service gaps and improvement areas through structured observation and reporting.
- Business Performance contributed to service and operational improvements by analyzing touchpoint data and reporting on key KPIs in line with Dubai Airport standards.
OPERATION OFFICER
FARNEK SERVICES LLC
01.2019 - 01.2021
- Company Overview: Streamlined operational efficiencies by establishing and implementing effective programs.
- Streamlined operational efficiencies by establishing and implementing effective programs.
- Served as key corporate representative, liaising with various stakeholders, negotiated deals with contractors and suppliers in support of operational excellence.
- Examined problem-solving strategies, highlighting development opportunities to improve organizational operations & managed up to 5 projects monthly.
- Cut company operating budgets through improved staffing, resourcing and inventory management.
- Boosted company efficiency through strategic technology upgrades and process improvements through usage of CMMS.
- Hired and supervised contractors, closely monitoring workmanship to ensure cost-effective resourcing.
- Regularly liaised and communicated with occupiers, acting as principal point of contact for advice guidance in connection to day-to-day operations and feedback.
- Documented records on pricing, energy consumption and activity reports, ensuring projects remained within budgets, maintained stock of office supplies by processing employee requests.
- Calibrated control systems to ensure that sequence of operations met commissioning obligations.
- Worked as a Contract Administrator & CAFM Admin: Coordinate the transfer of Work Orders between skill sets and shifts to effective completion within KPIs and SLAs.
- Assist the Facilities Manager in all aspects of project implementation as needed.
- Manage the CMMS & CAFM system, including receiving work request, assigning work orders, entering system data, and providing the overall system administration.
- Assist in energy management and green initiatives including waste management and recycling programs.
- Monitoring all work orders / PPM’s and update accordingly.
- Day to day monitoring of work order system and service requests by technicians and contractors.
- Worked closely with in house Dispatch to ensure complete customer satisfaction in a timely manner.
- Coordinate Stores requirements to ensure timely ordering, delivery and issuing of spares and materials to ensure KPIs are met, progressing and chasing overdue items.
- Streamlined operational efficiencies by establishing and implementing effective programs.
TEAM LEADER, CLIENT RELATIONSHIP OFFICER
BROOKFIELD MULTIPLEX
01.2013 - 01.2015
- Company Overview: Maximized productivity, optimizing staff development plans with effective one-on-one reviews and feedback loops.
- Maximized productivity, optimizing staff development plans with effective one-on-one reviews and feedback loops.
- Consistently met and exceeded operational goals through meticulous prioritization and work planning.
- Ensured business continuity, verifying risk controls were constantly adhered to by team members.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Maximized productivity, optimizing staff development plans with effective one-on-one reviews and feedback loops.
CUSTOMER SERVICE RELATIONSHIP OFFICER
BROOKFIELD MULTIPLEX
01.2013 - 01.2014
- Company Overview: Worked with the Operational team to support the customer requirements on sites, built customer loyalty by actioning feedback for enhanced service provisions.
- Worked with the Operational team to support the customer requirements on sites, built customer loyalty by actioning feedback for enhanced service provisions.
- Investigated complaints thoroughly to deliver positive customer outcomes.
- Met Service Level Agreements (SLAs) through strategic planning and workload management.
- Offered current, accurate advice on optional solutions for concerns.
- Managed three service departments – facilities, mail services, and security request.
- Worked with the Operational team to support the customer requirements on sites, built customer loyalty by actioning feedback for enhanced service provisions.
Education
Aviation Management -
Abu Dhabi Aviation
BACHELOR OF COMMERCE (B.COM) -
Madurai Kamaraj University
Madurai, Tamil NaduHIGHER SECONDARY SCHOOL CERTIFICATE (HSC) - undefined
Shivaji University
Kolhapur, PuneSECONDARY SCHOOL LEAVING CERTIFICATE (SSLC) - undefined
Keshavrao Pawar English Medium School
Pune, MaharashtraSkills
Payroll responsibilities
CAFM System
MS Office (Word, Excel, Access)
CAFM Administrator
Data quality assurance processes
Project budgeting
undefinedAccomplishments
- Achieved Best Employee award for the commitment towards responsibilities in Amrita Travels [P] Ltd, Trivandrum-Kerala, India.
- Won Service Excellence Award for instrumental role in driving record-high sales increases in Amrita Travels [P] Ltd, Trivandrum – Kerala, India.
- Best Batsman for the inter-college cricket tournament for the district level in Shivaji University.
Passport And Visa Details
S5809978, Pune, Maharashtra, India, Residence Visa
Personal Information
- Date of Birth: 10/11/87
- Nationality: Indian
Additional Information
English, Hindi, Marathi, Malayalam, Tamil, UAE & International License Permit Holder
Timeline
ENGINEERING PERFORMANCE & GUEST EXPERIENCE ANALYST LEAD
SERCO LLC
10.2021 - Current
OPERATION OFFICER
FARNEK SERVICES LLC
01.2019 - 01.2021
TEAM LEADER, CLIENT RELATIONSHIP OFFICER
BROOKFIELD MULTIPLEX
01.2013 - 01.2015
CUSTOMER SERVICE RELATIONSHIP OFFICER
BROOKFIELD MULTIPLEX
01.2013 - 01.2014
HIGHER SECONDARY SCHOOL CERTIFICATE (HSC) - undefined
Shivaji University
SECONDARY SCHOOL LEAVING CERTIFICATE (SSLC) - undefined
Keshavrao Pawar English Medium School
Aviation Management -
Abu Dhabi Aviation
BACHELOR OF COMMERCE (B.COM) -
Madurai Kamaraj University
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