Customer Service Manager

Resume posted by Nirmal Vaswani in Customer Service.
Desired salary: $50,000.00
Desired position type: Full-Time

Contact Nirmal Vaswani


A Business Development & Customer Service Manager with over 18 years of progressive experience supported by an MBA and a Master of Commerce degree together with completion of the Safety Construction Orientation Training (SCOT). Strong real estate market knowledge, understanding of building plans & opportunities for properties development particularly commercial real estate development as well as the management of commercial and residential buildings, including tenant relations (customer service), maintenance and upkeep as well as sales and marketing activities. Proficient in sales, including team building and the management of ongoing, complex business interactions with high profile customers. Proven performance in leading staff and driving activities to achieve business targets; recognized for excellence in sales, customer satisfaction and staff retention.

A company-oriented, self-starter, motivated, assertive and diligent with a results-oriented attitude and the ability to communicate effectively at all levels of authority; conceptualize complex issues; develop and implement effective strategies and make sound decisions. Innovative and resourceful and self-motivated with a high degree of initiative combined with an enthusiastic attitude and ability to maintain productive, long term relations with the clients, the tenants, trades and suppliers.


Master of Business Administration Degree – UTTAR PRADESH TECHNICAL UNIVERSITY 2006

Master of Commerce Degree – JAI NARAIN VYAS UNIVERSITY 2001

Bachelor of Commerce Degree – JAI NARAIN VYAS UNIVERSITY 1998

Safety Construction Orientation Training (SCOT)
Workplace Hazardous Materials Information System (WHMIS)


General Manager – Business Development & Customer Service
• Managed, directed and controlled Business Development and Customer Service operations for this Real Estate Development & Leasing Company serving the residential & commercial markets with a staff of 12; reported to the Vice President
• Scouted, assessed, identified and evaluated real estate opportunities, including potential land development prospects; directed, managed and participated in B2B Corporate Sales, including prospecting, presenting, closing; also coordinated and oversaw marketing, tenders, contract administration and onboarding of new accounts
• Researched, investigated, analyzed the leasing market trends and developments, gathered data, and prepared forecasts, action plans and recommendations for the Company
• Provided staff with ongoing training and coaching on specific issues, e.g., sales, tenant matters, expenditures, records management, and compliance with regulatory requirements
• Developed annual operating budgets and monitored operational expenses on a regular basis and implements strategies to ensure expenditures remain within prescribed budgets
• Managed service contract negotiations, and implemented purchasing and expense control strategies to help them to stay competitive within the market; oversaw janitorial services and maintenance projects
• Monitored the financial performance of the properties; reviewed, analyzed, interpreted, and summarized annual operating budgets, monthly financial and progress reports and annual audited financial statements for all projects related to Property Management
• Managed tenant improvement projects, including new construction and building renovation projects to ensure completions were on time and on budget and in accordance with their construction guidelines and standards
• Implemented and oversaw systems for cost control worked with Leasing Agent on the implementation of marketing and leasing efforts
• Negotiated, executed and evaluated new/existing property management contracts ensuring proper staffing, funding, building/equipment safety and regulatory compliance
• Maintained awareness of municipal bylaws, legislations, and restrictions which may have impacted operations; compiled and maintained market growth information for all major markets on a regular basis with information from municipal, provincial and national sources
• Developed reporting, key performance indicators (KPIs), and analytical tools to integrate portfolio performance information, sales & profitability, demographic & market data

Customer Service Manager
• Managed a portfolio of commercial and residential clients for this Real Estate Development and Leasing Company to ensure a high level of client satisfaction and business retention
• Established and deployed strategies focused towards Company mission, developed customer service procedures, policies and standards in line with short and long-range goals and objectives and a focus on the sustainability of the buildings
• Took ownership of customers issues, investigated and followed problems through to resolution in a timely, courteous and professional manner
• Evaluated the properties/sites; and supervised related operations in accordance with the Company’s policies and applicable laws while managing and adhering to approved budget
• Recruited, mentored and developed customer service agents and nurtured an environment where they could excel through encouragement and empowerment
• Kept ahead of industry’s developments and applied best practices to areas of improvement
• Controlled resources and utilized assets to achieve qualitative and quantitative targets; oversaw general security and access control issues to protect personnel and property
• Facilitated lessons learned by documenting customer service actions and discussions and maintaining accurate records; analyzed statistics and compiled accurate reports
• Supported business development by planning, coordinating and overseeing promotional events

Assistant Customer Service Manager
• Coordinated construction site operations taking into account developments within the field, best practices, legislation changes, and incorporating findings into construction initiatives.
• Assisted the Manager in organizing, planning and implementing strategy, including functional policies, programs, systems and tools that resulted in significant improvements in overall business performance
• Managed, motivated and trained customer service representatives, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encouraging innovation in others
• Monitored employee performance and ensured schedules and objectives were met by customer service representatives
• Maintained safety and protection when dealing with confidential and sensitive information affecting operations, assets and resources


  • Enterprise Resource Planning (10+years)
  • Microsoft Word (10+ years)
  • Microsoft Excel (10+ years)
  • Leadership Development (10+ years)
  • Strategic Planning (10+ years)
  • Vendor Management (10+ years)
  • Business Development (10+ years)
  • Business Analysis (10+ years)
  • Business Management(10+ years)
  • Business Strategy (10+ years)
  • Customer Relationship Management (10+
  • Process Improvement (10+ years)
  • Project Coordination (10+ years)
  • Customer Service (10+ years)
  • Customer Retention (10+ years)
  • Customer Satisfaction (10+ years)
  • Procurement (10+ years)
  • Operations Management (10+ years)
  • Staff Management (10+ years)
  • Staff Training (10+ years)
  • Statistical Analysis (10+ years)
  • Public Speaking (10+ years)
  • Inventory Management (10+ years)
  • Sales Management (10+ years)
  • Digital Marketing (10+ years)
  • Market Research (10+ years)
  • Marketing Strategy (10+ years)
  • Leasing (10+ years)
  • Google Adwords (10+ years)
  • Liasioning (10+ years)


    Business Development, Customer Retention, Customer Satisfaction, Customer Service, Liasioning, Market Research, Marketing, Sales

Groups & Associations

    Saskatchewan Construction Association of Safety

Spoken Languages

    English(Fluent), Gujarati, Hindi, Punjabi, Urdu

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