Ranjitha Thulasidas

• Administration : Directed daily FM business administration and operational activities to ensure organisational efficiency
• Financial Management: Prepare and approve Facility Maintenance Reports (FMR) as required. Estimate costs for third-party variable works involving manpower, services, and materials based on client assets and requirements.
• Ensured contracts met KPIs and SLAs through collaboration with legal team
• Managed workforce deployment to fulfil project needs
• Operational Management: Manage both Hard and Soft FM tasks. Monitor the Computer-Aided Facility Management (CAFM) system and daily reports to ensure timely and quality FM service delivery.
• Produced monthly management reports and weekly meeting minutes for clients
• Client Relations: Attend client meetings regarding payment applications, site concerns, and other relevant matters along with FM or senior FM personnel.
• Project Mobilization: Support new mobilization projects by managing manpower and machinery and preparing mobilization plans.
• Administrative Support: Provide secretarial and administrative support to the Director and Head of Department (HOD), including Operations & Maintenance (O&M) and organizing inter-company and client meetings as required.
• Vendor Management: Negotiate with vendors on quotations for additional works. Manage vendor relationships, train vendors on work order and billing procedures, process invoices, and ensure proper cost centre management.
• Tender Management: Prepare tender costings and submissions.
• Budgeting:Assist the Senior Manager in preparing budgets using Oracle.
• Coordination: Collaborate effectively with HR, Finance, and HSEQ departments on related issues

• Implemented new systems for improved workflow and productivity.
• Ensured compliance to safety standards, contributing to a safer work environment.
• Assisted in budget preparation, managing costs effectively.
• Streamlined internal communication channels for better information flow across teams.
• Coordinated projects for successful completion within set timelines.
• Oversaw inventory management, reducing discrepancies and wastage.
• Handled administrative tasks efficiently to support day-to-day operations.
• Prepared reports accurately, aiding informed decision-making at higher management levels.
• Managed resources with efficient allocation, scheduling and task delegation.
• Organised staff training to enhance team capabilities.
• Prioritised tasks optimally, ensuring timely completion of all assignments.
• Handled customer queries promptly, enhancing customer satisfaction levels.
• Analysed data from operations to identify areas for improvement.
• Liaised with external vendors for procurement of necessary supplies.
• Improved operational efficiency by streamlining processes and implementing best practices.
• Delivered multiple projects on time by effective planning and coordination.
• Facilitated cross-functional meetings, fostering better teamwork and collaboration.
• Collaborated with various departments to ensure smooth operations.
• Ensured compliance with all company standards and procedures.
• Provided direction and guidance to internal teams in order to achieve targets.
• Scheduled meetings for the senior management team and booked conference rooms.
• Reconciled monthly operating budgets and shared information with the senior management team.
• Worked with vendors to make purchases and reconcile invoices.
• Led and managed administrative staff to maintain smooth daily operations.
• Drafted procedural statements and guidelines for company-wide use.
• Analysed and resolved complex resource management issues for optimised scheduling.
• Created digital file classification system for company-wide use.
• Developed organisational policies for administrative oversight and internal controls.

• Directed routine functions related to FM business administration and operations
• Compiled and presented damage reports alongside detailed client-facing quotations
• Facilitated purchase order requests to procurement department
• Maintained accurate records of client contracts for TFM, Hard FM and Soft FM services
• Monitored CAFM system and daily reports to ensure timely delivery and quality of FM services
• Monitored and ensured compliance with FM contract budgets and manpower thresholds
• Monitored FM team's performance against contract KPIs and SLAs
• Delivered monthly reports to FM service manager and Director – FM
• Coordinated submission of documents to Finance team for invoicing through Focus Software
• Partnered with operations team to guarantee prompt delivery of client invoices
• Handled petty cash and submitted end-of-month reports to Director of Finance
• Generated and presented weekly reports for internal facilities management team
• Producing and submitting monthly management reports tailored for intercompany and client requirements
• Providing secretarial and administrative support to the Director and HOD which include O&M and organizing meeting with the intercompany & Clients as and when required.
• Compiled and distributed weekly meeting minutes

• Track and ensure implementation of the Operational Control System, with the support of the FM, Engineers, Lead Technicians, Supervisors & QA Team
• Co-ordinate with retail customers and client regarding the work permit NOC and issuing work permit to the sub-contractor.
• Ensure consistency in the customer service and ensure that the team meets the required brand standards.
• Provide all required reports as needed by the INAYA Operational Control System (OCS) and WASL Management.
• Conduct risk assessment and document, it prior to commencing the job in order to minimize accidents and incidents.
• Ensure all HSE policies, processes, standards and procedures are implemented on all sites in line with contractual obligations and international standards
• Create financial and statistical tools and reports.
• Collect payments from tenants for consumables and deposit cash with Finance Dept.
• Prepare / Raise Requisitions using CAFM & SAP system as required.
• Responsible in making proposals and quotations to be submitted to clients and keep track for every completed or incomplete job and do the follow up on the progress of the job and update in the system (CAFM & SAP ).
• Co-ordinate with sub-contractors and tenants.
• Record the inventory of materials, consumptions, and follow up to the stores the required materials.
• Prepare minutes of meetings with clients and record actions to be taken and function as the focal point for follow up for all actions to be taken.
• Circulate daily, weekly and monthly reports to the Operations team and the Client for the open WO’s and follow up for its status.
• Follow up on the execution of the actionable jobs through Engineers/supervisors.
• Obtain final reports from Engineers/Supervisors upon job completion & submit the completion reports & necessary documents to Accounts Dept. for invoices process.
• Perform administrative, clerical and operations & maintenance office support activities for multiple Managers and Supervisors, ensuring that all general office and Section / Departmental activities are achieved in an effective and efficient manner, following all prescribed policies and procedures.
• Supervise the implementation of FM policies, process, system update, standard and procedures.
• Implement all Human resource process like Reward management, and Learning Development.
• Managing projects and conducting research.
• Planning and scheduling meetings and appointments.
• Preparing and editing correspondence, reports, and presentations.
• Working in a professional environment.
• Organizing and maintaining files and records.
• Providing quality customer services.

· Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.

· Conducting training programs for team members.

· Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.

· Working on interface of EAM, CAFM and SAP application for diversified facilities management project i.e MEP / CIVIL residential & commercial project.

· Handling premium projects of NAKHEEL i.e. The Gardens, Discovery Gardens, Dragon Mart, IBN Battuta Mall, Al Bardha, Jebel Ali Villas, Dar Wasl and Union Properties.

· Functional knowledge of Oracle EAM SAP and CAFM.

· Processing Asset tagging in CAFM.

· Creating process documents.

· Trend analysis of the MEP / CIVIL jobs.

· Implement all Human resource process like Reward management, and Learning Development.

· Assigning PPM (Plan Preventive Management) work to technical team.

· Assets Management report and CRM report.

· Maintaining Customer service report & Monthly report based on SLA breach repeated complaints.

· Attending the training and meeting with the clients.

• Conducting training programs for team members. Co-ordinate with external Consultants to organize and schedule training for Technicians
• Conduct monthly meeting with call center agents, prepare monthly score cards and present it to the management.
• Prepare minutes of meetings with clients and record actions to be taken and function as the focal point for follow up for all actions to be taken.
• Circulate daily, weekly and monthly reports to the Operations team and the Client for the open WO’s and follow up for its status.
• Follow up on the execution of the actionable jobs through Engineers/supervisors.
• Obtain final reports from Engineers/Supervisors upon job completion & submit the completion reports & necessary documents to Accounts Dept. for invoices process.
• Co-ordinate with external Consultants to organize and schedule training for Technicians.
• Follow up on the execution of the actionable jobs through Engineers/supervisors.
• Perform administrative, clerical and operations & maintenance office support activities, ensuring that all general office and Section / Departmental activities are achieved in an effective and efficient manner, following all prescribed policies and procedures.

· Respond to customer inquiries and provide accurate response

· Research required information using available resources

· Provide customers with product and service information

· Identify and escalate priority issues

· Clearing the missed call alerts Work Requests

• Classify and priorities the work requests (as emergency, urgent and routine) for various end user services received from the EAM administrator to activate the Operations team viz. MEP, Soft Services etc. into taking prompt action
• Dispatch all scheduled and emergency Work requests to the Operations team for action
• Upload the Work orders into CAFM
• Call customers to schedule appointments for work requests received
• Co-ordinate with the client and customers for ‘No Access’ issues to enable communication with client to obtain access for resolution.
• Check the voice mail and call back the customer Complaints
• Handle and resolve customer complaints on calls
• Record all customer complaints under CAP and escalate to the relevant department for an effective resolution.
• Calls customer to gather feedback on closed Work orders.
• Update all the feedback gathered under FBMS in CAFM – Feedback management system
• Close the FBMS records System update
• Update the system with the accurate information –customer appointment date and time to create visibility for the client. (EAM & CAFM)
• Ensure that appointments schedule is properly updated in both EAM & CAFM Other Task
• Carry out any other related tasks assigned by the CSD Manager

• Prepares and then follows up on any sales quotations made for clients, negotiating terms with the client at a cost best suited for them.
• Attend the customer email on component enquiries, check with the manufacture part number the availability and recommend customer.
• Understand service matrix and focuses on email enquiry from eternal customers.
• Order loading in ORBIT AS400 software to check the stock availability and allocate to respective RDC (regional distributor Centre) Prepare the quotations
• FMS –Feedback Management System – create or added the feedback of the customer related query like shipment delay and other related issue to warehouse, Product Manager and Buyers in sister concerns.
• SALES FORCE- creating the Opportunities and assigning the task for the salesperson and regional CS. Daily usage on sales force.
• Contact respective Product Manager to recommend alternative & suggest the best to customer project
• Shipment advice for all USD & GBP orders. Email to respective RDC and get advice to ship the material as per customer consignment details and maintain and report and update to M.D and National sales head end of the day.
• Proactive and act before it becomes an issue sharing responsibility.
• Assist on the web order and educate the customer to place the on line orders inform the customer on the promotion /campaign. Help and guide new hires and junior CSRs to perform their role well.

• Respond to customer enquiries in an inbound/outbound call processes
• Answering the client queries about the arrival and departure timings of the flights
• Sells tickets, processes ticket changes, creates and books reservations.
• Experience on Sabre and Galileo software.
• Sold product and placed customer orders in sabre system.
• Provided customers with product and service information.
• Upsold products and services.
• Identify and resolved customer issues using the sabre system.
• In exceptional cases, helping passengers rebook the itineraries.
• Provide support and assistance over the telephone in a prompt, efficient and professional manner.