Operations Team Leader
IAK International Group - Broadway Bakery Dot Com LLC
Total years of experience :14 years, 4 Months
Providing continuous support of customer sales and service on the web for company products and ensures customers receive prompt, courteous and consistent “world class” customer service. Responsibility of leading production teams comprised of production workers with disabilities and/or other disadvantaging conditions. Leads in such a manner to ensure proper set up of work flows, quality requirements and delivery expectations of the customer occurs.
• Acts as the primary communication link between the Logistics department and the customer loyalty team, to ensure efficient execution of tasks.
• Establish operational plans, recruit new staff, delegate the functions to newly hired staff as well as monitor and evaluate performance; proficiently participate in progressing the strategic plans for operational activity.
• Administered regular logistics operation including checking all the orders, looking deep into the instructions of VIP & Royal customers of UAE, dispatching all the orders on time, supervising the quality of the products before it is dispatched from the production unit.
• Possess in-depth knowledge of all phases of Supply.
• Monitors critical ongoing missions and tasks.
• Advises the manager and senior staff on issues concerning Supply, and liaise with operations coordinators to determine and achieve an optimal result.
• Establishes and maintains supplier databases.
• Regularly monitor ecommerce sites’ activities and report any situation that appears out of the norm to IT supervisor.
• Assures that personnel assigned to work site are working safely, wearing appropriate personal protective equipment and adhering to applicable safety procedures.
• Maintains quality checks of the products to ensure that processing and shipping metrics are being met.
• Maintains inventory of shipping supplies using ERP system.
• Regular Research & Development of new products carried out and maintains the database of the new products.
• Update product information and content on the website
• Test and deploy functional projects /improvements
• Evaluate approaches & strategies to improve website sales conversions & customer engagement.
Actively contribute in all aspects of Marketing, including planning, promotion, product development and partner relations. Conduct meetings and organise training programs for employees to enhance their performance. Strictly adherence to rules, regulations and procedures, ensures and deliver quality service to both internal and external customers.
• Improve production processes and policies in support of organisational goals; formulate and implement departmental and organisational policies and procedures to increase output.
• Negotiate with suppliers for the lowest costs and incentives and analyses market price and checks for competitiveness.
• Serve as a first point of contact for cross-functional relationships
• Assist in the re-forecasting of prices, sales, margins and inventory by research on applicable marketing trends.
Responsible for acting as a liaison between customers and companies. Assist with complaints, orders, errors, account questions, billing, cancelations, and other queries.
• Interact with customers via inbound telephone calls to provide information and assistance.
• Achieve productivity standards and goals while maintaining the highest level of customer service.
• Process transactions and reply to inquiries about products and services
• Record customer interactions, details of inquiries, complaints or comments, as well as actions taken.
• use computer system to track, gather information, and/or troubleshoot customer issues
• Refer unresolved customer issues to supervisor for resolution.
• Build sustainable relationships of trust through open and interactive communication
• Attempt to persuade customer to reconsider cancellation.
Delivered exceptional services for the customer’s satisfaction and led the team whichprovidedextraordinary customer services and sustained restaurant cleanliness; executed the activities related to the business operations and directed staff. Generated reports and presented the reports directly to the Area Manager.
• Proactively facilitated the Restaurant Manager to establish team and arranged development and training sessions for their performance improvement moreover supported in process of food control and labour costs.
• Ensured that health, safety and food hygiene regulations were applied in accordance with health and safety standards;competently controlled the Till (Cash) and handled customer requests
At the start of my course i have been awarded an Academic Bursary from the university of 1500 Pounds. As part of the module requirement did a consultancy project work for one of the stores in Cheltenham, UK named Furniture Recycling Project. And i did my dissertation on marketing topic which is "The Impact of Fragrance Brands on Consumer Buying Behaviour which led to successful completion of my Masters Degree.
I have completed my B.Com successfully with a grade of 70% and carried out an internship and a field work as part of my course on the topic of Automobile Industry - Maruthi Suzuki Ltd, Calicut - India.