Operations Manager
Master’s Legacy
Total years of experience :12 years, 9 Months
❖ Achieved properly staffing and targets on budget and time to meet client’s resource expectations.
❖ Prepared, managed the shops’ staff to deal with the complex situations that may arise at the client’s store operations issue.
❖ Demonstrated high ability and flexibility to the customers’ changing priorities, demands, deadlines while maintaining cohesive and harmonious client relationships at all levels.
Managed a Franchise program consisting of various projects most of which were concentrated within the sales/retail department through a big cross functional team consisting of 115 members including 2 operations managers and 11 team leaders.
105+ Cross functional team members.
Achieved improvements Procedures, SLAs, delivering high quality services
Achieved the construction, the launching of +11 stores across the country in 1 year.
35.2% Annual Sales Growth Average over 2 Years
Slashed the projects administration costs by 50% by manufacturing the furniture locally, while ensuring the brand guidelines.
Minimized projects risk by 45% as per business requirements
200% over achievement of the company’s business plan target.
Achieved power survey on all stores across the country hence, minimized the stores power risk by 95%.
Achieved strong brand partner relationships with effective communications, hence established long term, sustainable and mutually beneficial relationships with franchisees.
Achieved service-level agreements (SLAs) with different departments.
Leading a team of team leaders to oversee and manage all aspects of stores, establishing high levels of in-store standards; customer experience and effectively managing all budgeted resources to secure agreed growth and profitability targets.
Achieve the Brand operational service standards via excellent customer service.
Managed the implementation of the decision function's framework marketing guidelines and standards in line with the company's policies and Brand's standards and guidelines.
Achieved the project’s stores launching and organization within the set time frame, hence meeting the brand standards within the project cost budget
Managed, developed the project’s process and SLAs across the cross functional departments.
Achieved planned and unplanned audits and business reviews to address incompliance issues at the shops and the projects levels.
Planned and implemented loss prevention measures that decreased stock loss by 100%.
Sourced, interviewed, and recruited franchise shops staff 86 new shop staff
Prepared the Brand’s Retail Operational Plan AOP for the year 2012.
Ensured that the Franchise project passed the ISO (external audit) with zero findings.
Ensured that the Franchise project was rated Green by Brand group Auditors of all the franchise Stores across the country.
Managed two flag shops of 27+ shop staff
Over achieved the brand’s business plan sales targets by 375% for both flag stores among all stores of greater Khartoum.
Extra Achiever in sales targets, staff performance and leadership
Hit the target for resolving customer complaints and disputes
Implemented KPIs for Audit and Customer Service and ensured that they are met generating a healthy customer relationship process, building strong relationships and ensured effective response to customers’ needs plus continually going the extra miles for customers hence generated an agile customer experience.
Slashing stock loss by implementing loss prevention policies, procedures in my stores 0% discrepancies.
Implemented the inventory process and contingency action plans and ensured that shrinkage is within the defined budget as per business requirements.
Built and developed efficient sales team through development, delegation hence achieved the succession plan
Achieved excellent shift schedules tracking for agents assigned to events based on customers’ volume forecasts.
Achieved up-selling, cross-selling targets and promotion for new services/products attracting potential consumers.
Built effective performance focused team while putting the customer in the focal point.
Supervised incoming consumer queries and ensured timely response for satisfaction purposes
Achieved the delivery of high level services and first-level support through monitoring of day-to-day quality and report on identified problems for resolution purposes
Achieved the development and maintenance of constructive relationships with customers to encourage repeated visits.
Achieved meeting the set key performance indicators (KPIs)
Managed the daily, weekly and monthly performance reports and staff performance reports hence ensuring staff planning and forecasting effectiveness.
Excellent maintaining for the service standards and the shops' operational policies; planning & implementing effective Loss prevention measures across the shops hence achieved the best audit ( green belt) in stock taking of 2008, 2009 and 2010 for shops and kiosks.
Achieved planned and unplanned audits and business reviews to address incompliance issues at the shops levels.
Created the TNA for the entire brand retail shops’ staff and supervisors for the year 2009, 2010, 2011 with massive success
Created, prepared, presented and implemented a motivational project across retail. (Zanier of the month).
Achieved the succession plan (created, prepared, and implemented a motivational tool at the shop's level (I am the shop’s CEO) resulting in over achievement of the target and increasing customer satisfaction as well as qualifying my team for managerial jobs across the company's departments).
Developed and motivated staff, via conducting performance, giving formal and informal feedback and appraisals and conducted guidance on training programs to maximize employees' performance.
Extra Achiever in managing customers, staff problem and over attaining the shops targets in 2008, 2009, 2010
• Master in Pure Economics from Khartoum University by courses ( Mathematical economics , Applied Economics, Micro and Macro Economics , International Economic, Financial Investment ) plus partial research and building an economic model for the thesis under the title of " The International Demand on Sudan Sesame Exports".
• B.Sc. in Pure Economics from Khartoum University Majors ( Mathematical Economics , Micro and Macro Economics, Money and Banking , International trade, Applied Economics , Agricultural Economics, Advanced Mathematical Theories In Economics, Accounting, Business Management, Finance and Investment, Monetary Theory , Islamic Economics, Social and Political Studies, Health Economics, Wealth and Private Investment.....
