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Mohan Ramodran
Operation Manager
Pulau Pinang
Summary
Experienced professional with a diverse background in hospitality, customer service, manufacturing, and the cleaning industry. Skilled in event planning, outlet openings, logistics, and vehicle auditing. Proven track record in adapting, advising, coordinating, managing, and training personnel. Strong interpersonal skills and effective communication abilities. Customer service-oriented approach focused on efficiently resolving issues and prioritizing quality service delivery.
Overview
28
28
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Operations Manager
SBM Star
Pulau Pinang, 07
09.2022 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and keep employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Handled staff training initiatives aimed at Enhancing the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Developed and maintained relationships with external vendors and suppliers.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Implemented sustainability initiatives, reducing environmental impact.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Factory Supervisor
Respo safe
01.2021 - 08.2022
- Ensured compliance with industry regulations and company policies by closely monitoring manufacturing processes and swiftly addressing any discrepancies.
- Implemented safety protocols to minimize workplace accidents, resulting in an improved safety record for the facility.
- Enhanced overall productivity with thorough performance monitoring, providing constructive feedback, and implementing improvement strategies.
- Supported improvement philosophy and factory-related principles.
- Reduced downtime in the factory by regularly maintaining machinery and ensuring proper equipment functionality.
- Addressed personnel issues promptly and fairly, maintaining a professional atmosphere conducive to high-quality work.
- Boosted employee morale through effective communication efforts, fostering a positive work culture that encouraged engagement and productivity.
- Supervised factory production disciplines for efficient output.
- Achieved higher product quality standards through rigorous quality control measures and employee training programs.
- Fostered a culture of continuous improvement through regular review of production data, employee feedback, and industry best practices to identify areas for advancement.
Ground Transport Service Executive Coordinator/Team Leader
Malindo Air
01.2017 - 01.2020
- Vehicle Coordination: Arranging and managing vehicle movements for staff and light cargo within airside and outbound areas.
- Fleet Maintenance: Overseeing company vehicle upkeep, including periodic servicing.
- Reporting & Accountability: Directly reporting to the Head of Department (G.T.S.).
- Complaint Handling: Prioritizing and addressing complaints efficiently, ensuring follow-ups and professional escalation.
- VIP Support: Managing special requests for VIP movements.
- Auditing & Sourcing: Conducting vehicle audits for Malindo Air and identifying new vehicles for company use.
- Safety & Compliance: Previously served as an active Safety Hazard Scout
Customer Care Executive Business Class and Corporate
Malindo Air
01.2015 - 01.2017
- Call Handling: Managing inbound and outbound calls efficiently.
- Customer Support: Responding to emails, addressing inquiries, and resolving customer needs.
- Service Excellence: Ensuring top-tier customer care and satisfaction.
- Reporting & Coordination: Directly reporting to the Head of Department.
- Complaint Resolution: Prioritizing and resolving complaints with proper follow-ups and escalation.
- VIP & Business Class Management: Overseeing services for corporate clients and Business Class passengers.
- Hospitality Experience: Delivering a distinctive Malindo Air experience.
- Special Services: Managing preferred meal orders and updating the Business Class database.
Customer Service Agent (Contract)
Panasonic Service Centre
01.2013 - 01.2014
- Customer & Dealer Service: Providing direct support to both customers and dealers.
- Cashier & Sales Management: Handling daily sales transactions for parts and services.
- Reporting & Accountability: Reporting directly to the Customer Executive and Manager.
- Claims & Documentation: Managing air-conditioning claims and overseeing documentation processes.
- Facility Maintenance: Ensuring cleanliness of the main lobby and customer amenities.
- Dealer Support: Assisting outstation dealers with spare parts and air-conditioning claims.
Assistant Restaurant and Bar Manager
Las Delicias Pan Y Vino
01.2011 - 01.2013
- Outlet & Bar Management: Overseeing the setup, operation, and success of the outlet.
- Employee Training: Conducting training programs for service, bar, and cashier roles.
- Operations Leadership: Managing service quality, training, and operational procedures while developing improved standards.
- Customer Experience: Ensuring high-quality service and an excellent dining experience.
- Reporting & Accountability: Providing daily operational reports to the Director.
- Inventory & Stock Management: Ordering supplies and maintaining stock levels efficiently.
Assistant Restaurant And Bar Manager
Fitou Brasserie
01.2009 - 01.2011
- Operations Leadership: Overseeing service, training, and operational procedures while developing improved standards.
- Service Excellence: Ensuring high-quality dining experiences and maintaining service standards.
- Stock Control: Managing inventory and ensuring stock levels are maintained efficiently.
- Reporting & Coordination: Providing daily operational reports to the Operations Manager.
- Event Management: Successfully organizing and executing major functions, including:
Tiger FC
New Year’s Eve Bash
Lions Malaysia Charity Gathering
Christmas Dinner & Jazz Night
Saint Patrick’s & German Nights
RM 1 Ringgit Guinness Madness
Fitou’s Friends’ Night
Marketing Executive
Modesto`s Cap square
01.2008 - 01.2009
- Outlet Launch & Management: Successfully organized, set up, and launched Delitalia.
- Operational Leadership: Overseeing the overall operation of the outlet.
- Inventory & Promotions: Managing stock intake and in-house promotions.
- Staff Training & Standards: Training staff to adhere to Modesto’s S.O.P.
- Service Excellence: Ensuring the highest standard of service and dining experience.
- Analyzed market trends to identify new opportunities for growth, driving the expansion into untapped markets.
- Planned and executed events and marketing programs to increase qualified leads.
Floor Supervisor/Main Room/Loft/Velvet Underground/Terrace Bar
Zouk Club Kuala Lumpur
01.2004 - 01.2008
- Outlet Launch & Management: Successfully organized, set up, and launched multiple outlets, including Zouk Main Room, The Loft, Velvet Underground, and Terrace Bar.
- Training & Operations: Executed and implemented improved methods for bar and club floor management, as well as food and beverage service.
- Service & Inventory Control: Managed overall outlet service, stock control, and cleanliness.
- Event Planning & Execution: Successfully organized and executed major events, including:
Redken Hair Styling & Crewcut Show Off
Falken Ziex Tyre Launch
BMW Driver’s Training & Hatchback (1 Series) Launch
Mini Cooper Clubman Launch
FHM Hottest Bachelor Party Launch
Salem Cool Planet In The Mix Scratch Tape
Mild Seven Sea Farer & Yacht Club Gathering
Camel Cigarette Launch
Formula One Renault Driver’s Pre-Race Party
GT Japan Organizing Committee Gathering & Car Display Party
Marlboro RedZone Virtual Racing & Pre-Race Party
Black Label Paddock Party - VIP & Artist Hospitality: Managed food and beverage services for the world’s top ten DJs during their performances at Zouk.
- Club Maintenance: Ensured cleanliness and upkeep of the entire club.
Main Host
Hard Rock Café Kuala Lumpur
01.2003 - 01.2004
- Guest Escort & Seating: Ensuring smooth reservation flow and escorting guests to their tables.
- Complaint Handling: Professionally addressing and resolving issues from the floor to the cover charge counter.
- Cover Charge & Drink Orders: Managing the cover charge counter and overseeing door drink order flow.
- Reservation & Seating Management: Coordinating lunch and dinner reservations and table arrangements.
- Daily Operations Reporting: Providing operational reports to the senior operations manager.
- Host Stand & Promotions: Managing stock orders and making announcements for daily promotions and happy hour drinks.
- Event & Ticketing Management: Served as an official agent for Michael Jackson’s ticketing and reservations for Hard Rock’s Michael Jackson Pineapple events.
Floor Supervisor
Nouvo dance Club Kuala Lumpur
01.2002 - 01.2003
- Grand Opening & Leadership: Successfully planned, executed, and launched the grand opening of Nouvo Dance Club.
- Career Progression: Promoted from floor captain to floor supervisor within a year.
- Operations Management: Planned and executed daily floor operations, including briefings, training, and service standard improvements.
- VIP & VVIP Floor Oversight: Managed reservations, discounts, and operations for exclusive guest areas.
- Event Planning & Execution: Successfully organized and executed major events, including:
Bvlgari Watch, Perfume & Necklace Launch
K.R.U Press Conference & Album Launch
MTV Music Awards
Hennessy Exile Face-Off Party
New & Used Retro Night Official Launch
Kings of Tomorrow House Music UK Block Party
Beer on the Run Launch
Storekeeper
El Nino Latin Heat Cafe
01.2001 - 01.2002
- Stock Intake & Ordering: Managing stock intake, ordering, receiving, and checking inventory.
- Inventory Control: Ensuring stock levels are maintained and checking par levels for all bars.
- Storage Management: Overseeing stock arrangements in both the cold room and main store.
- Received product shipments and organized in stockroom storage area.
- Improved inventory accuracy by conducting regular stock checks and maintaining updated records.
- Ensured accurate documentation of all incoming materials, verifying quantities against purchase orders and communicating discrepancies to relevant parties.
- Ordered goods from various vendors to maintain store merchandise levels.
- Maintained a safe working environment with strict adherence to safety protocols and guidelines.
- Reduced stock discrepancies by diligently investigating variances and taking corrective actions as needed.
Head Bartender
Ritz Carlton Hotel
01.2000 - 01.2001
- Service Standards & Beverage SOP: Ensuring the highest standards for drinks and service, following Ritz Carlton’s strict guidelines.
- Bar Setup & Display: Managing bar setups at private suites.
- Mini Bar Management: Overseeing stocking and checking of all mini bars in guest rooms.
- Inventory Control: Handling overall bar inventory.
- Reporting & Coordination: Providing updates to the Food & Beverage Director.
- Event Planning & Execution: Successfully organizing major events, including:
YTL Wine Tasting & Private Collector Conference
Bintang Walk Cocktail Reception (Hosted 3,000 pax)
Datuk Seri Dr Mahathir Mohammad UMNO Dinner & Conference
Gathering of Expatriates & Wine Connoisseurs
Hi Tea
Front Office Concierge and Bellman
Dynasty Hotel
01.2000 - 12.2000
- Guest Services: Providing a welcoming experience, handling inquiries via phone, email, and in-person interactions, assisting with check-ins and check-outs, coordinating transportation, and managing reservations.
- Problem Solving: Addressing guest concerns, resolving issues promptly, and ensuring high customer satisfaction.
- Local Knowledge: Maintaining a concierge book, recommending local attractions, arranging tours, and assisting guests with dining and entertainment options.
- Operations Management: Overseeing the concierge desk, monitoring staff performance, streamlining processes like ticket bookings, and managing lost-and-found services.
- Specialized Support: Assisting VIPs, offering language translation, supporting events, and negotiating with vendors on behalf of guests.
- Security & Safety: Remaining vigilant about security risks, enforcing hotel policies, and ensuring a secure environment.
- Sustainability & Improvement: Implementing feedback systems, promoting green initiatives, and enhancing service delivery.
Coffeehouse, Room service and Banquet Server
Lanson`s Place Ambassador Row Serviced Apartments
01.1999 - 01.2000
- Guest Service: Serving guests inside the coffeehouse, ensuring a pleasant dining experience.
- Room Service: Delivering meals and beverages to guest rooms efficiently.
- Banquet Support: Assisting with banquet events, including setup, service, and cleanup when required.
- Handled food and beverage orders for up to [Number] guests, delivering prompt and friendly service.
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
- Enhanced customer satisfaction by providing efficient and friendly service during banquet events.
- Carried out professional service, retaining polite and friendly approach at all times.
Room Service V.I.P Server
Radisson Plaza Hotel
01.1997 - 01.1999
- Guest Experience & VIP Service: Managed the display of fruit baskets in all rooms and provided exceptional service to VIP lounge and floor guests.
- Recognition & Awards:
Awarded Employee of the Month (Front of House) within three months of service.
Recognized as the Best Service Employee for the Secret Service during their visit for the A.P.A.C. meeting.
Officially appointed by the U.S. Embassy for outstanding service. - VIP & Butler Expertise: Well-versed in VIP serving and butler perfection, ensuring top-tier hospitality.
- Worked closely with event planners to customize menus and accommodate specific requests from clients hosting exclusive gatherings at our venue.
- Maintained a clean and inviting dining environment for VIP guests, ensuring their comfort and enjoyment.
- Collaborated with the kitchen staff to ensure timely delivery of food orders, enhancing the overall guest experience.
- Recognized for consistently receiving top customer satisfaction ratings on feedback surveys, reflecting dedication to quality service.
- Demonstrated flexibility in scheduling availability during peak periods or special events when additional coverage was needed, supporting overall team success.
Education
SPM - Arts
Institute Ming
Kuala Lumpur, 14 01.1991 - 12.1995
Skills
Alias
John
Personal Information
- Date of Birth: 11/25/76
- Nationality: Malaysian
- Place of Birth: Kuala Lumpur
Training Completed
- First Aid
- Dangerous Goods and Cargo
- Sabre reservation system
- Safety and Hazard Scout
- Airside Safety and Driving
- Human Factor
Software
Timeline
Operations Manager
SBM Star
09.2022 - Current
Factory Supervisor
Respo safe
01.2021 - 08.2022
Ground Transport Service Executive Coordinator/Team Leader
Malindo Air
01.2017 - 01.2020
Customer Care Executive Business Class and Corporate
Malindo Air
01.2015 - 01.2017
Customer Service Agent (Contract)
Panasonic Service Centre
01.2013 - 01.2014
Assistant Restaurant and Bar Manager
Las Delicias Pan Y Vino
01.2011 - 01.2013
Assistant Restaurant And Bar Manager
Fitou Brasserie
01.2009 - 01.2011
Marketing Executive
Modesto`s Cap square
01.2008 - 01.2009
Floor Supervisor/Main Room/Loft/Velvet Underground/Terrace Bar
Zouk Club Kuala Lumpur
01.2004 - 01.2008
Main Host
Hard Rock Café Kuala Lumpur
01.2003 - 01.2004
Floor Supervisor
Nouvo dance Club Kuala Lumpur
01.2002 - 01.2003
Storekeeper
El Nino Latin Heat Cafe
01.2001 - 01.2002
Head Bartender
Ritz Carlton Hotel
01.2000 - 01.2001
Front Office Concierge and Bellman
Dynasty Hotel
01.2000 - 12.2000
Coffeehouse, Room service and Banquet Server
Lanson`s Place Ambassador Row Serviced Apartments
01.1999 - 01.2000
Room Service V.I.P Server
Radisson Plaza Hotel
01.1997 - 01.1999
SPM - Arts
Institute Ming
01.1991 - 12.1995
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