Dhrupesh Varsani

Experience

• 

  Purple Parking Ltd

  Feb 2014 - Oct 2017

  Duty Manager

  Keeping an eye on flight times and terminals to ensure that cars are sent out on time for our customers to pick up, often over 700 cars per day. Also ensuring that chauffeurs are sent out to terminals well in advance to pick up customers cars and bring them back to our car park, meaning our car park bill for the airport stays as low as possible. Adapting to situations such as the level of traffic, how many cars are being sent out between certain times and also how many chauffeurs we have on that particular day. This means sending cars out a little bit in advance which helps the turnover of chauffeurs. This increases our expenses slightly by paying a higher car park bill for the cars, but makes sure that no customer has any complaints.Controlling buses to make sure that chauffeurs are are sent out on time and also picked up quickly and brought back to base thus improving efficiency.Working with 4 different handover captains who are stationed at different terminals at all times and helping them to make sure things run as smoothly as possible with the customers.Dealing with customers over the phone and in person if there has been any sort of issue with their car.Working in conjunction with call centre staff to help them deal with any issues they have with a customer, or anything they are confused about regarding a customer and their car. Show less

• 

  Babcock International Group

  Dec 2017 - now

  • 1st point of contact for LFB, logging their issue onto the system and dealing with it accordingly.• Manage KPI’s and maintain SLAs with the desk.• Communicate with departments across the contract to drive us towards our targets.• Monthly meetings with the customer management teams to discuss our service levels and implement change.• Graded call recordings to improve service levels.• Creating a SharePoint site to collate information across the contract into 1 easy to navigate internal website.• Create “Plan of Action” documents to keep the customer informed on jobs with special circumstances.• Train new starters Show less • Slashed financial penalties by around 70% by meeting SLAs• Build relationship between myself and LFB by being a single point of contact for anything service or maintenance related. Requested a company mobile so customers could call me directly if they had any issues.• Ensure over 450 vehicles remain compliant according to the contract and government regulations.• 60 hours per month saved by producing a Microsoft Excel spreadsheet utilising formulas, VBA, and macros to auto generate and send emails.• Significantly increased efficiency by setting up meetings between different departments to discuss the maintenance schedule. Show less

  • Senior Shift Controller

    May 2022 - now

  • Planned Maintenance Controller

    Jul 2019 - May 2022

  • Service Desk Specialist

    Dec 2017 - Jul 2019