Shewin Gulati

• Oversaw day-to-day business operations, including property management, tenant relations, and administrative functions.
  
• Managed and maintained commercial and residential building facilities, ensuring high standards of cleanliness, safety, and operational efficiency in common areas.
  
• Acted as the primary liaison for client inquiries, contract negotiations, and tenant satisfaction efforts.
  
• Reconciled client accounts, monitored rental payments, and ensured the timely resolution of billing discrepancies.
  
• Handled property damage claims, coordinated with maintenance teams, and insurance agents to facilitate repairs and compensation processes.
  
• Identified business growth opportunities and helped retain long-term tenants through personalized service and issue resolution.
  
• Supported financial tracking, reporting, and vendor coordination to improve service cost-efficiency.
  

Achievements

Maintained a 70%+ occupancy rate through proactive client engagement and retention strategies.

Reduced common area maintenance complaints by 40% through vendor re-negotiations and service quality upgrades.

Streamlined client account reconciliation process, reducing monthly financial discrepancies by 80%.

Effectively and successfully resolved over 10 damage claims, minimizing loss recovery time, while maintaining positive tenant relationships.

Played a key role in transitioning the business to a more professionalized, service-driven operation.

• Developed action plans based on key metrics to achieve deliverables.
• Executed projects to enhance operational performance and ensure business continuity.
• Monitored project timelines, risks, and KPIs to align with management principles.
• Identified and implemented strategies to recover struggling vendors.
• Proactively addressed potential issues by monitoring all project facets.
• Adapted to shifting priorities while managing multiple complex projects.
• Created presentations summarizing core aspects of proposed initiatives.
• Facilitated communication among teams for effective project execution.

Achievements

Pioneered and implemented the first risk management framework for Foodpanda Thailan, establishing foundational processes to identify, assess, and mitigate operational risks.

Successfully coordinated and closed projects, delivered on time and within budget.

Improved internal communication efficiency by implementing a centralized tracking system, reducing misalignment by 30%.

Reduced project reporting errors by 25% through the creation of standardized templates and workflows.

Played a key role in the delivery of a critical project that increased client satisfaction and retention.

Earned recognition for coordinating across five departments to deliver a high-priority initiative ahead of schedule.

• As the founder and owner of Burger Bomb Bangkok during its initial operation from 2017 to 2021, I held full responsibility for creating, launching, and managing a unique burger concept in Bangkok’s fast-growing casual dining market. This role required entrepreneurial vision, hands-on leadership, and end-to-end business oversight—from brand development to daily operations.
• Developed the original Burger Bomb brand concept, menu, and business model from scratch.
• Conducted market research to identify trends, pricing strategies, and customer needs in Bangkok's burger segment.
• Managed daily operations, including food preparation, supply chain logistics, staffing, and scheduling.
• Created and implemented Standard Operating Procedures (SOPs) to ensure quality, consistency, and hygiene.
• Oversaw the procurement of ingredients and equipment, maintaining cost control and vendor relationships.
• Secured investment, selected location(s), and oversaw store design and layout.
• Handled cash flow, pricing strategies, and daily sales tracking.
• Organized events, promotions, and limited-time offerings to drive foot traffic and customer engagement.
• Launched and managed social media campaigns, digital ads, and local marketing strategies to build brand visibility.

• Responsible for managing three departments—Content, Graphics, and Customer Service—comprising over 80 employees, with oversight of performance management, cross-functional coordination, and overall operational efficiency and salary increment.
• Monitored key metrics and devised action plans to enhance company performance.
• Oversaw preparation and management of operations budget to ensure target achievement.
• Collaborated with functional units to integrate new services and improve business processes.
• Ensured compliance with local and federal labor laws across all operations.
• Coordinated the implementation of new policies, procedures, and processes across all field locations.
• Identified opportunities for cost savings through process improvements or alternative sourcing methods.
• Facilitated collaboration between various departments within the organization in order to streamline processes.
• Recruited, hired, trained, managed, evaluated, coached, disciplined, and terminated staff members as necessary.
• Mitigated business risks by working closely with staff members and assessing performance.

Achievements

Nestlé Nescafé – Led a high-impact coffee machine subscription campaign, consistently exceeding the 300-unit weekly target by achieving 800–1,000 subscriptions per week. The campaign’s success surpassed warehouse capacity, highlighting both exceptional sales performance and strong market demand.

Increased team output and collaboration efficiency by implementing new cross-functional workflows and communication tools.

Reduced customer response times and improved customer satisfaction scores to 95% by optimizing service protocols and integrating FAQ-driven automation.

Played a pivotal role in scaling operations that supported rapid, high-volume product pushes, without compromising brand consistency, or service quality.

• Led project teams and collaborated with business functions to enhance operations.
• Managed multiple projects, providing performance updates and meeting delivery targets.
• Developed action plans to address issues and optimize efficiencies.
• Applied project management principles to monitor timelines, risks, and KPIs.
• Created metrics to identify improvement areas and track process impacts.
• Executed projects focused on operational improvement and business continuity.
• Demonstrated project management skills ensuring timely, high-quality deliverables.
• Built strong teams through mentorship and influential leadership, establishing credibility with stakeholders.
• Developed monthly reports detailing progress towards project goals.

Achievements

Reduced overall average order processing time by 6% by optimizing warehouse layouts and implementing thermal printers to replace outdated printing systems.

Conducted testing of seller automation notifications, returns processing, and backend workflows, utilizing

ERP system tools to ensure operational efficiency and system reliability.

Maintained a high seller satisfaction by resolving 60% of issues within the first contact.

Successfully reduced order processing times for 70% high-risk sellers approaching Order Volume Limitations (OVL) through targeted on-site visits, focused on evaluation and operational training.

• Monitored and measured in line with company targets and performance standards.
• Manage and coordinate the customer service functions and team to ensure the delivery of a high service standard.
• Responsible for making sure that any gaps in performance or quality are quickly identified and addressed.
• Producing accurate reports on team performance for senior managers.
• Mentoring and training junior and new staff.
• Leading and managing the overall customer care activities, such as inbound/outbound calls, in-house chat functions, order management, and follow-up on logistics assignments.
• Implementing new initiatives.
• Investigate and solve escalated, complex, or long-standing issues.
• Conduct weekly and monthly reports based on KPIs.
• Keep a close relationship with all third-party logistics providers to ensure compliance with SLAs and SOPs.
• Improvement of customer service procedures, standards, and policies.

• Establishing work procedures and processes that support organizational and departmental standards, procedures, and strategic initiatives
• Providing direction to team to ensure customer service calls are answered in a timely, efficient and knowledgeable manner
• Identifying system and workflow improvements to enhance the team's efficiency.
• Drive team to achieve set targets