Mohan Sharma

Experience

• 

  Club Port La Galere

  Apr 2009 - Sept 2009

  Food & Beverage Internship

  • Performed general waiting function including menu presentation, taking guest order and performing table service• Handled set up and breakdown of the dining room• Managed guest issues, complaint and problems to ensure positive resolution

• 

  Grand Bay View Hotel

  Mar 2010 - Aug 2010

  Management Trainee

  • Managed the general front office and operational function for the company• Handled all customers complaints and queries and ensured each issue is promptly attended to• Coordinated the scheduling, supervising and training of staff to ensure high productivity among staff• Welcomed guest especially VIP to the hotel and checked them in and out of the hotel• Helped the Front Office Manager to ensure optimum occupancy and average room rate for maximizing room revenue• Assigned the task of guest relation officer to ensure their pleasant stay in the hotel• Supervised food preparation in Café Plus Restaurant to ensure it met company’s standard as well as exceed guest satisfaction• Assisted Food and Beverage manager in cost control techniques and stock inventory• Supervised and trained staff to maximize and boost their level of performance Show less

• 

  Telvista Inc.

  Dec 2011 - Dec 2014

  Client Services Manager

  • Developed and maintained effective relationship with clients to ensure their continual loyalty• Worked with clients on various levels including financial, operations and organizational levels amongst others• Initiated various program plans that aimed to improve client’s patronage and influenced the team towards its achievement• Provided leadership roles to various cross-functional account teams and ensured they worked towards meeting clients targets• Monitored each team relationship with clients and management of various assigned accounts• Managed clients overall programs objectives and ensured effective feedback link between the clients and the organization• Recruited and trained the support teams and ensured they work in line with company’s standard • Analyzed clients’ feedback to determine ways to improve services to increase their satisfaction• Helped in evaluating trends in client satisfaction to determine support or action needed to adjust unfavorable trends Show less

• 

  American Express

  Jan 2015 - Jul 2016

  Team Leader and Site Manager

  Managed and provided on site management on a vendor site by:• Trained and monitored the activities of the team to ensure they are in line with the company policy• Ensured that all customers needs are met and that they are 100% satisfied with provided service for increase patronage• Observed the teams effort towards the achievement of set goal and ensured effective feedback channel is maintained within the team• Participated in human resources efforts of interviewing, hiring, training and evaluating new recruits • Took escalated calls to ensure that all customers’ issues are resolved promptly for high satisfaction• Conducted client surveys, internal quality monitoring as well as adherence through weekly development • Developed effective communication between the company and customers for increased satisfaction Show less

• 

  Telvista

  Jul 2016 - Jul 2017

  Operations Manager

  Responsible for managing operations of 100 plus agents by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• 

  American Express

  Jul 2017 - Nov 2021

  • Senior Partner Manager

    Sept 2018 - Nov 2021

  • Sr. Manager Operations Strategy & Relationship Management

    Jul 2017 - Nov 2021
• 

  American Express

  Oct 2022 - now

  • Director - Global Partner Managemnt

    Aug 2024 - now

  • Partner Strategy & Intelligence

    Jul 2021 - now

  • Interim Director Partner Governance and Oversight

    Oct 2022 - Feb 2023