Deksha Patel
Management/Customer Service Professional
Douglasville,GA,United States
Summary
A focused leader with experience providing top-notch clerical support and operational assistance to meet staff needs. Capable and highly organized when coordinating documents, supplies and project resources. Clear communicator and self-motivated worker with decisive nature necessary to manage independent work.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
13
13
Certificates
Work History
Administration Assistant
Act One Group Inc, PricewaterhouseCoopers
Atlanta, GA
03.2022 - 04.2022
- Perform general administrative duties
- Manage and control of the Administration and Operations team
- Develop and maintain effective administration procedures
- Consult with management, initiate relevant actions and follow-up as required
- Manage upkeep and maintenance of office–including coordinating cleaners and servicing
- Supervise insurance and other operational and administration costs and charges as needed to ensure cost-effective coverage
- Events management and logistics as required, such as managing external functions and necessary transportation
- Oversee and manage the day-to-day maintenance of the office, office furniture and office equipment
- Manage and control employee visa and passport applications, transportation arrangements, air tickets and hotel bookings
- Manage relationships with travel agencies, hotels, and other suppliers
- Control stationery, first aid and office beverage supplies
- Supervise drivers, cleaners, and some administrative staff to ensure they work effectively
- Produced letters and memoranda to inform stakeholders of business decisions.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
Supervisor, ROI Fulfillment
Genpact - Ciox Health
Alpharetta, GA
09.2021 - 03.2022
- Receive and process requests for patient health information in accordance with Company and Facility policiesand procedures
- Maintain confidentiality and security with all privileged information
- Maintain working knowledge of Company and facility software
- Consistent application of medical privacy regulations to guard against unauthorized disclosure
- Responsible for managing patient health records
- Responsible for safeguarding patient records and ensuring compliance with HIPAA standards
- Customer Service – Pro Active – Problem Solver – Excellent Communication Skills – Multi Tasking – Patience –
- Strong analytical skills
- Answering inbound calls, make outbound calls, handle multiple chats, email customers with resolutions to problems
- Informs customers about services available and assesses customer needs for resolution
- Work with Floor Support and Supervisor to escalate unresolved issues.
- Reviewed daily queue report to confirm all orders were processed within shipping system as scheduled.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Regional Manager/Director of Operations
Horizon Hospitality Management Inc
Alpharetta, GA
04.2018 - 08.2021
- Oversee 15 properties from Hilton, IHG, Marriott, Choice, and Wyndham, some with managers and some without managers
- Establish a weekly visit schedule to properties for reviewing operational strengths and coach on operational weaknesses with the GM and front desk team
- On average, the Regional Manager will visit each office twice a month or more
- Act as a liaison for the properties to the Owner's, Directors and Regional Directors relaying any operational other issue the GM may have
- Trains GMs on the company customer service principles to help ensure Guest Satisfaction, Payroll System, Human
- Resources, Accounts Payable system based on company policy
- Managed a process re-engineering project to improve and consolidate end-to-end service processes; restructured communication flow among 10 departments and cut down paperwork by 75%
- Performs property reviews to ensure each location is compliant with all OSHA and Department of Labor laws and follows the company office standard for appearance
- Ensure the GM is compliant with financial policies including invoice approval and submission, daily deposit of cash, daily processing of credit card batches and monthly submission of deposit back-up to the company
- Delegate responsibility to the GM's for hiring staff and work with them to see that the teams are continuously becoming more effective
- Ability to lead, direct and motivate staff with integrity and ethics in the workplace
- Attend monthly meetings as requested by the Owners and Director of Operations
- Conducted workload assessments and devised new operational processes that led to a 40% increase inproductivity
- Thoroughly inspect the properties with the GM during each visit to ensure it is “Brand QA” ready
- Specific followup items will be given and then re-addressed on my next visit
- Ensure GM's have all staff members complete legally required or internally mandated training for OSHA, HIPAA,emergencies, and other areas
- Working knowledge of IHG Opera PM/Concerto/Merlin, Hilton OnQ PM/Lobby/SALT, and Marriott, FOSSE
- Fosse/Marsha/Marriott Global Source
- Experience establishing processes, procedures and SOPs
- Excellent customer service skills
- Excellent computer skills
- Strong analytical and problem-solving skills
- Positive attitude always with the ability to smile under all circumstances
- Excellent verbal and written communication skills
- Exceptional time management skills with the ability to prioritize responsibilities in a fast-paced environment
- Strong decision-making and problem-solving skills
- Ability to work a flexible schedule, including some evenings and weekends
- Neat, clean, and professional always
- Defined, implemented and revised operational policies and guidelines.
- Oversaw day-to-day production activities in accordance with business objectives.
Regional Manager/Director of Operations
JDH Developers/World Debt Acquisitions
Atlanta, GA
08.2016 - 04.2018
- Developers/World Debt Acquisitions, Oversee 14 properties some with managers and some without managers
- Establish a weekly visit schedule to properties to review operational strengths and coach on operational weaknesses with the GM and front desk team
- On average, the Regional Manager will visit each office twice a month or more
- Act as a liaison for the properties to the Owner's, Directors and Regional Directors relaying any operational other issue the GM may have
- Trains GMs on the company customer service principles to help ensure guest satisfaction
- Performs property reviews to ensure each location is compliant with all OSHA and Department of Labor laws and follows the company office standard for appearance
- Ensure the GM is compliant with financial policies including invoice approval and submission, daily deposit of cash, daily processing of credit card batches and monthly submission of deposit back-up to the company
- Assist the GM in providing structure to their team's day to ensure key priorities are addressed, and the team is disciplined in focusing on the company's goals
- Delegate responsibility to the GM's for hiring staff and work with them to see that the teams are continuously becoming more effective
- Consistently provide performance feedback and coaching feedback, as necessary, to the GMs in a timely,documented manner
- Manages timecards of all GMs to ensure correct payments and PTO are maintained
- Ensures timecards are signed off and submitted to payroll by due date each pay period
- Attend monthly meetings as requested by the Owners and Director of Operations
- Thoroughly inspect the properties with the GM during each visit to ensure it is “Brand QA” ready
- Specific followup items will be given and then re-addressed on my next visit
- Ensure GM's have all staff members complete legally required or internally mandated training for OSHA, HIPAA,emergencies, and other areas.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented and revised operational policies and guidelines.
Owner/Manager
Shell Food Mart
Austell, GA
05.2015 - 08.2016
- Managed all retail operations, including processing sales transactions
- Directed monthly finances including invoice payments and P&L statements
- Hire and fire employees, team building.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Managed day-to-day business operations.
- Optimized team hiring, training and performance.
- Prepared annual budgets with controls to prevent overages.
- Reconciled daily sales, returns and financial reports in QuickBooks.
General Manager
Holiday Inn Express and Suites, American Fork
American Fork, UT
06.2014 - 04.2015
- Directing daily operations including supervising personnel performance and implementing process improvements to maximize service quality and profitability
- Facilitating IHG Quality Assurance success resulting in a December 2014 passing QA inspection, where the hotel had failed 3 times under previous management
- Ensuring customer satisfaction ratings, bringing the hotel from #8 on TripAdvisor in American Fork to #1 in six months
- Collecting outstanding accounts receivable up to date, bringing in over $15,000 since June
- Coordinating the revenue management team to optimize RevPAR earnings in our market and Comp Set
- Bringing Overall Guest Satisfaction (OSAT) scores up, increasing by 10 points within a 2-month period
- Maximizing profitability with OTAs and third parties such as renegotiating a $5 per room night increase with
- Corporate Lodging Consultants and having the management fee waived from guest relations
- Overseeing a variety of property exterior and interior repairs and improvements including bathtubs and 30
- Simmons beds arriving with factory defects
- Creating and delivering monthly reports to ownership facilitating future planning and marketing strategies
- Utilizing Opera, Holidex, and Perform PMS systems on site and Team Viewer remotely.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Prepared annual budgets with controls to prevent overages.
Education
Bachelor of Business Administration (BBA) -
Golden Gate University
08.1986 - 06.1990
Skills
Computer proficiencyWord processing, managing computer files, and creating presentationsLeadership experienceAnalytical Decision Making, Communication, Delegation, Teamwork, Adaptability, Creative Problem-SolvingTrustworthinessCommunication skillsWritten Communication, Oral Communication, Non-Verbal and Visual Communication, Active Listening, andContextual CommunicationOrganizational know-howExplicit, Implicit, and TacitPeople skillsAbility to effectively communicate, understand, and empathize and develop productive working relationship toMinimize conflict and maximize rapportCollaboration talentSuccessfully work toward a common goal with othersProblem-solving abilitiesDefine the problem, Generate new ideas, Evaluate and select solutions and Implement and evaluateAdaptability, Attention to detail, Creativity, Customer success, Decision making, Critical thinking, EmpathyMultitasking, Positivity, Self-motivation, Time management, retain information and able to quickly graspNew concepts, Work ethics, and Professionalism
Office administration
Process optimization
Meeting minutes
Spreadsheet management
Business administration
Expense reporting
Administrative support
Performance improvement
Project Management
Staff Management
Office management
Scheduling
Account Reconciliation
Contract negotiations
Payroll and budgeting
Business correspondence
Employee timesheet processing
Time management
OSHA compliance
Customer and client relations
Information security
60 WPM typing speed
Conference planning
Internal communications
Policy and procedure modification
Report Development
Team Bonding
Human resource laws
Relationship building
Report analysis
AP/AR proficiency
Quality assurance
Supervising staff
Employee training and development
Certification
Certificate of Achievement: Wyndham Hotel Group & InterContinental Hotel Group (IHG)
Timeline
Administration Assistant
Act One Group Inc, PricewaterhouseCoopers
03.2022 - 04.2022
Supervisor, ROI Fulfillment
Genpact - Ciox Health
09.2021 - 03.2022
Regional Manager/Director of Operations
Horizon Hospitality Management Inc
04.2018 - 08.2021
Regional Manager/Director of Operations
JDH Developers/World Debt Acquisitions
08.2016 - 04.2018
Owner/Manager
Shell Food Mart
05.2015 - 08.2016
General Manager
Holiday Inn Express and Suites, American Fork
06.2014 - 04.2015
Bachelor of Business Administration (BBA) -
Golden Gate University
08.1986 - 06.1990