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Mohamed  Shad , CRM & Operations Supervisor – HoReCa

Mohamed Shad

CRM & Operations Supervisor – HoReCa·Farzana Trading LLC,

United Arab Emirates

Master's degree, International Business Manipal

Work experience

Total years of experience: 8 years, 8 months

CRM & Operations Supervisor – HoReCa

February 2025 - October 2025

Farzana Trading LLC,

Dubai, United Arab Emirates

February 2025 - October 2025

• Supervised daily HoReCa operations coordinating Sales, Warehouse, Procurement, Accounts, and Delivery
departments.
• Managed end-to-end order lifecycle through Zoho CRM and Axolon ERP systems.
• Oversaw dispatch management, delivery scheduling, and route allocation ensuring on-time execution.
• Generated, reviewed, and approved LPOs, invoices, delivery notes, and compliance documentation.
• Coordinated accountancy support including payment follow-ups and transaction reconciliation.
• Registered, tracked, and resolved customer complaints within ERP system ensuring timely closure.
• Acted as escalation point for operational and interdepartmental issues.
• Monitored warehouse productivity and ensured KPI adherence.
• Implemented quality control measures reducing operational discrepancies.
• Prepared operational, inventory, and expense reports for senior management.
• Trained staff on CRM usage, dispatch module, invoicing, and complaint handling process.

Company industry:
FMCG

Sales Executive & Business Development Executive

January 2022 - November 2024

Kanawat General Trading,

Dubai, United Arab Emirates

January 2022 - November 2024

• Developed and maintained strong long-term relationships with key and strategic clients
• Identified customer requirements and delivered tailored product and pricing solutions
• Negotiated pricing structures, payment terms, and contracts to secure profitable deals
• Conducted market research to analyze industry trends, competitor activity, and customer behavior
• Prepared and submitted quotations, sales contracts, weekly and monthly performance reports
• Demonstrated deep product knowledge to resolve client concerns and enhance customer
confidence
• Strong Team Player with Multitasking Ability and stakeholder management across multipli Locations

Company industry:
FMCG

Sales Executive

January 2019 - January 2022

Al Shali Food Stuff Trading,

Dubai, United Arab Emirates

January 2019 - January 2022

• Generated new business leads and converted prospects into long-term customers
• Conducted regular client visits to assess needs and promote company products and services
• Negotiated contracts, obtained deposits, and managed balance payment collections
• Resolved customer complaints promptly while maintaining high service satisfaction levels
• Maintained accurate CRM records and ensured proper documentation of all transactions

Company industry:
FMCG

Customer Service Executive

January 2017 - January 2019

BLS International,

Ajman, United Arab Emirates

January 2017 - January 2019

• Served as primary point of contact for customer inquiries and service requests
• Addressed customer complaints with professionalism, empathy, and timely resolution
• Coordinated with internal departments to resolve complex or escalated issues
• Maintained accurate documentation of customer interactions within CRM systems
• Collected customer feedback to support service improvement initiatives

Company industry:
Call Centers & Customer Care Outsourcing

Education

University

September 2026

September 2026

Master's degree, International Business Manipal

United Arab Emirates

Tagore University

January 2023

January 2023

Bachelor's degree, Management

India

IATA

January 2018

January 2018

Bachelor's degree, Hotel And Travel Industry Management

United Arab Emirates

Skills

BUSINESS DEVELOPMENT
Intermediate
BUSINESS DEVELOPMENT
Intermediate
CRYPTOCURRENCY
Intermediate
CRYPTOCURRENCY
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
HOSPITALITY
Intermediate
HOSPITALITY
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
RETAIL EXPERIENCE
Intermediate
RETAIL EXPERIENCE
Intermediate
REVENUE GROWTH
Intermediate
REVENUE GROWTH
Intermediate
SALES
Intermediate
SALES
Intermediate

Languages

English
Beginner
Hindi
Beginner
Malayalam
Beginner
Arabic
Beginner

Hobbies

  • Cycling,
    Unfortunatley I haven't achieved any award for cylcling. As I often cycle for Fun and stress relief.