Ishika Basu
Marlton,NJ
Summary
Results-driven Facility Management and Retail Operations professional with 10 years of experience managing teams and optimizing processes. Proven ability to enhance service quality through effective communication with corporate offices, conducting operational performance reviews, and supporting improvement initiatives. Expertise in strategic planning, relationship building, and delivering cost-effective solutions that drive business success. Committed to leveraging leadership skills to achieve organizational goals and elevate overall performance.
Overview
10
10
years of professional experience
Skills
- Leadership
- Account Management
- Consulting experience
- Sales Strategies
- Mentoring
- Business and Customer Relationship Management
- CRM Expert
- MS Excel
- One Drive
- Smartsheet
- Microsoft Office Suite
Work History
Director of Operations
Shields Facilities & Maintenance
06.2023 - Current
- Spearheading a team of 25 managers operating multiple retail and bank accounts
- Executed resolution to operational hiccups reducing client complaints by 70% ( client Cumberland Farms)
- Developed profitable ideas and policies to reinvent customer relationship leading to an account profit 45% that year ( client - Bank Of America)
- Initiated and established strategic partnerships that generated 250K additional revenue that year ( client - Wallmart)
- Coaching and investing in new talent development programme in leadership
- Participating in Compliance decisions of the company
- Leveraged CRM system within the company ( Trackvia , IDS and UC) to manage client relationship and track project inquiries resulting in 27 % repeat busniess and contract renewal
- Decision maker on hiring Senior Managers for the company leading to growth and team building
Senior Account Manager
Shields Facilities & Maintenance
07.2022 - 01.2023
- Overlooking 2 National Accounts
- Managing 6 Account Managers
- Training newly hired Managers
- Submitting Daily Reports to Director
- Procurement – account specific
- Client Management
- Handling major escalations
- Decision making – financial, profit and business growth
- Constant reporting in the TPS
- Tracking the KPI of the Account Managers and reviewing them annually
Account Manager
Shields Facilities & Maintenance
10.2021 - 06.2022
- Evaluate and Negotiate contracts with vendors
- Procuring new vendors
- Networking
- Vendor Relations Maintenance
- Minimize Escalations
- Vendor Compliance
- Invoicing
- Taking lead on account procurement and training team members
- Well versed with multiple Third Party system
Account Manager
LTS
07.2021 - 10.2021
- Managing the Eastern Region Sales team
- CRM – NetSuite Oracle proficient
- Microsoft Office and Teams Operations on a daily basis
- Monitoring and maintaining KPI of my team
- Coordinating Product Trainings with vendors and team
- Processing Sales Report every week
- Point of Escalations
- Hiring new employee
- Maintaining the financial data of my teams’ business
- Dispatching and Approving Client Sales Orders
Team Lead Operations
NJS
03.2018 - 07.2021
- Proficient in IDS (NJS Proprietary System) and third-party channel
- Processing COI of Vendors
- Vendor payment processing
- Sourcing
- Scheduling
- Post-calling/Pre-calling
- Handling Client/Vendor Escalations
- Maintaining relationship with Service provider and client for business growth
- Training new service support specialist
Supervisor Men’s Department
MACY’S
05.2016 - 03.2018
- Manage and supervise an entire department
- Recruiting and Talent Development
- Compliance Training responsibilities
- Event Management
- Keep track of interactive walk reports
- Data Entry Expert(WPM-39)
- Maintaining payroll and timecards of employees
- Assign tasks to associates
- Coach associates to achieve team goals
- Make floor plans and create weekly sales reports
- Build good relationships with clients and resolve any issues in the department
- Well versed with the POS machines dealing with purchases, returns and exchange
Team Lead
Aspromonte Marketing and Consulting
01.2016 - 04.2016
- Conducted sales presentations to business owners for the client
- Ran campaign meetings and corporate training
- Handled event planning for several large and small events
Education
Master of Arts - Mass Communication and Journalism
Calcutta University
INDIA01.2007
Bachelor of Arts - Philosophy
Calcutta University
INDIA01.2005
Timeline
Director of Operations
Shields Facilities & Maintenance
06.2023 - Current
Senior Account Manager
Shields Facilities & Maintenance
07.2022 - 01.2023
Account Manager
Shields Facilities & Maintenance
10.2021 - 06.2022
Account Manager
LTS
07.2021 - 10.2021
Team Lead Operations
NJS
03.2018 - 07.2021
Supervisor Men’s Department
MACY’S
05.2016 - 03.2018
Team Lead
Aspromonte Marketing and Consulting
01.2016 - 04.2016
Master of Arts - Mass Communication and Journalism
Calcutta University
Bachelor of Arts - Philosophy
Calcutta University
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