ERP
Hi, I’m
Sagar Kumar Roy
Operation Manager
BRAC Learning Centre,Sreemangal
Summary
Dynamic Operations Manager with a proven track record at BRAC (BLC), excelling in performance monitoring and customer service. Successfully implemented strategies that enhanced customer satisfaction and reduced budgetary expenditures through effective negotiation. Skilled in problem-solving, fostering strong vendor relationships, and championing safety protocols to create a secure work environment.
Overview
16
years of professional experience
4
Languages
Work History
BRAC (BLC)
Operations Manager
04.2014 - Current
Job overview
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- 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.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Developed and maintained relationships with external vendors and suppliers.
- My present role is related to assigning tasks to the admin officer, the finance team, the administration officer, and the officer's operation. Ensuring regular follow-up, proper filing, and record keeping, like copies of PCF, confidential files, release, resignation, and disciplinary action-related files, etc.
- 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.
- Monitoring expenditures and ensuring departments and projects stay within their allocated budget.
- I regularly attended the organization's meetings and seminars and presented an overall review of the current project. Based on the discussion and decision from higher management, take the initiative to implement the guideline at the project level.
Hotel Rigsinn
Front Office Associate
07.2011 - 01.2014
Job overview
- Greeted guests warmly upon arrival and provided a seamless registration process, setting the tone for an enjoyable stay.
- Answered calls to take messages or redirect calls to appropriate colleagues.
- Assisted guests with special requests, ensuring their needs were met and exceeding expectations.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Ensured guest satisfaction by promptly handling guest feedback and implementing improvements to avoid future complaints.
- Maintained office supply stock to control shrinkage and prevent overstocking.
- Collaborated with housekeeping staff to maintain high standards of cleanliness in guest rooms and common areas.
- Coordinated with maintenance staff to address facility issues promptly, minimizing disruptions for guests.
- Organized group bookings efficiently, coordinating logistics with other departments to ensure smooth events execution.
- Collected, counted and disbursed money and performed basic bookkeeping to complete banking transactions.
- Provided knowledgeable concierge services by recommending local dining options, transportation solutions, and entertainment venues.
- Maintained accurate financial records through diligent cash handling, daily reconciliations, and report generation.
- Planned and booked travel arrangements and venues for company events.
- Managed reservation system, accurately inputting bookings and managing cancellations or changes.
- Reduced errors in reservation management by implementing thorough double-checking methods before confirming bookings.
Hotel De Crystal Crown
Front Office Associate
06.2010 - 04.2011
Job overview
- Greeting, register and assign room to the guest, issuing room keys, fill-up registration card.
- Forwards phone calls, take messages, take reservation, answer inquires pertaining to the hotel services, record guests complain and guests comments.
- Resolve the guests complaints quickly, efficiently, courteously and professionally, keep the record of room availabilities, post charges such as room rent, food bill, mini bar bill, deal with the complex guest in a firm through friendly manner and maintain safety deposit box.
Hotel Washington
Front Office Trainee
11.2009 - 02.2010
Job overview
- Enhanced guest satisfaction by providing exceptional front desk service and addressing inquiries promptly.
- During the training period, must acquire a good working knowledge of the hospitality sector, the top competitors, the volume of traffic and the hotel experiences and so on.
- As a hotel management trainee, I also learn how to provide status reports on periodic basis.
- I also study the customer satisfaction feedback, report on the results and make the necessary suggestions on how to improve the relationship with them.
- During training period must also know about the company protocol and follow them. I must be able to coordinate and meet budget goals and also contribute his suggestions to the marketing and sales division.
- I should have the basic understanding of accounting during that period.
Education
Islamic University Bangladesh
Master of Development Studies
04.2001
University Overview
- [3.48] GPA
Khulna University of Engineering & Technology (KUET)Bangladesh
PD in Disaster Management
04.2001
University Overview
- [3.95] GPA
Times University Bangladesh
Master of Business Administration ( Marketing)
04.2001
University Overview
- [3.25] GPA
Ibais UniversityBangladsh
BA Hons in Tourism And Hospitality Management
04.2001
University Overview
- [3.31] GPA
Bir Shresta Abdur Rauf Degree CollegeBangladesh
Higher Secondary Certificate
04.2001
University Overview
- [4.00] GPA
Bagat High SchoolBangladesh
Secondary School Certificate
04.2001
University Overview
- [3.13] GPA
Skills
Operations management
Software
SPSS
Amadeus
INN
Additional Information
Training & Development
Logistic Management
Report Writing
Office Management
Asset Management
Stock Management
Client Management
Rohingya Response
Personal Information
Father’s Name : Shayamal Kumar Roy
Mother’s Name : Menoka Rani Saha
Date of Birth : 20 November,1986
NID Number: 19862915610041347
Marital Status: Married with Child
Gender: Male
Nationality: Bangladeshi
Religion View: Hindu
Referees
Referees 1
Alexius Chicham
Senior Program Manager
ILO
chicham@ilo.org
Referees 2
Saief Manzoor-Al-Islam
Program Manager
WaterAid Bangladesh
saiefmanzoor@wateraid.org
Declaration
I the undersigned certified that, to the best of my knowledge & belief, this data describe my qualifications, my experience and me. I understand that any willful describe here in may lead to my disqualification or dismissal , if employed.
Applicant Signature
Sagar Roy
Date-29/11/2025
Timeline
Operations Manager
BRAC (BLC)
04.2014 - Current
Front Office Associate
Hotel Rigsinn
07.2011 - 01.2014
Front Office Associate
Hotel De Crystal Crown
06.2010 - 04.2011
Front Office Trainee
Hotel Washington
11.2009 - 02.2010
Islamic University
Master of Development Studies
04.2001
Khulna University of Engineering & Technology (KUET)
PD in Disaster Management
04.2001
Times University
Master of Business Administration ( Marketing)
04.2001
Ibais University
BA Hons in Tourism And Hospitality Management
04.2001
Bir Shresta Abdur Rauf Degree College
Higher Secondary Certificate
04.2001
Bagat High School
Secondary School Certificate
04.2001