Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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 proficiencyundefined

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

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Deksha PatelManagement/Customer Service Professional