Customer Service/Operation/HR
Maples Hotel Supplies
Total years of experience :14 years, 7 Months
I have worked as Operation/HR/ Customer Service Manager and my duties include the following:
Overall managing the HR activities starting from planning to recruitment and managing the staff orientation, placement and training. Basically my job responsibilities include to Plan, direct, and coordinate human resource management activities of the organization to maximize the strategic use of human resources and maintain functions such as recruitment and training.
⦁ Identification of staff vacancies and recruitment, interview and select applicants.
⦁ Provide current and prospective employees with information about policies, job duties, working conditions, and opportunities for promotion and employee benefits.
⦁ Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
⦁ Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
⦁ Analyze training needs to design employee development, language training and health and safety programs.
Handling Customer Servicing:-
⦁ Managing a portfolio of 3-6 stars properties in Middle East/ Gulf Region by providing all the services related to Customer Servicing from getting inquiries, meeting & greeting Customers, to post delivery services.
⦁ Provision of excellent Services to the Customers’ satisfaction. Maintaining and growing strong business relationship with Clients and Government Agencies
and Resolving all the issues and providing excellent Customer services by the way of Service Quality control
⦁ To follow the service standards, set guidelines & procedures in a service Industry
⦁ Working on Service & process Improvement
⦁ Quality monitoring across service channels & systems
⦁ Developed and acquired a customer service worldwide certificates ISO and ensured the company follows an international practice
⦁ Design & deliver a Service Quality Improvement plans to ensure customer satisfaction
⦁ Establishing a quality monitor plans to ensure excellent services are provided to the Customers and working on improvement
⦁ Overseeing and the review of performance analysis, trend reporting & analyses against established Key Performance Indicators (KPIs)
⦁ Leading corporate complaint management mechanism through various service channels to ensure effective complain management, timely resolution, customer rights are maintained and root cause analysis
⦁ Directly reporting to the Top Management of the organization
⦁ Meeting with existing and new Customers often/ whenever is required to get the Customers’ feedback and introduction of new products
⦁ Directly monitoring all the Purchase Orders and taking timely action, making a schedule for deliveries.
⦁ Preparing Contracts/Agreements, Sales Agreement & Distribution Agreement
⦁ Generating reports based on Forecast, weekly activities and related to potential Customers
⦁ Working as Procurement Manager & Coordination with Suppliers
In addition to overall handling the operations, I was actively busy in procurement from local as well as International Suppliers.
⦁To clearly understand the goals of the organization and develop a clear vision of exactly how operations/ Administration can help in achieving the goals.
⦁ Improving & Further developing the Operational strategy.To identify and manage daily overall operations, preparing and presenting daily and weekly reports about different segments of organization (Sales, Purchase, and Finance). Standardizing and preparing effective strategies to take organization to next level in the Industry, Products up gradation, Customer Satisfaction, General Reports and Contracts/Agreements of Sales, Purchase, HR, Finance, and Governmental Organization.
⦁ Improving the Performance of Operation, Overseeing the development of Organization and different departments. These departments include Administration, Customer Services Management, Sales & Marketing and HR.
Managing a portfolio of 5-6 stars properties in Middle East/ Gulf Region
Maintaining and growing strong business relationship with client and Government Agencies
Resolving all the issues and providing excellent services
Getting all the inquiries and forwarding to concerned departments
Liaison with Production, Sales & Marketing and Accounts & Finance Department
Resolving all the issues and providing excellent Customer services by the way of Service Quality control
To follow the service standards, set guidelines & procedures in a service Industry
Working on Service & process Improvement
Quality monitoring across service channels & systems
Developed and acquired a customer service worldwide certificates ISO and ensured the company follows an international practice
Design & deliver a Service Quality Improvement plans to ensure customer satisfaction
Establishing a quality monitor plans to ensure excellent services are provided to the Customers and working on improvement
Overseeing and the review of performance analysis, trend reporting & analyses against established Key Performance Indicators (KPIs)
Leading corporate complaint management mechanism through various service channels to ensure effective complain management, timely resolution, customer rights are maintained and root cause analysis
Preparation of organizational/ departmental/ project budgets reports for delivery to the next reporting line
Getting all the inquiries and forwarding to concerned departments
Maintaining a liaison with Production, Sales & Marketing and Accounts & Finance Department
Directly reporting to the Top Management of the organization
Meeting with existing and new Customers often/ whenever is required to get the Customers’ feedback and introduction of new products
Directly monitoring all the Purchase Orders and taking timely action, making a schedule for deliveries.
Preparing Contracts, Agreements, Sales Agreement & Distribution Agreement
Preparing and sending Quotations to the Customers.
Preparing all small & big Agreements,
Replying to all legal letters
Coordinating with Production department & Logistics Department.
Monitoring all the deliveries
Directly reporting to the Top Management of the organization
Meeting with existing and new customers
Generating reports based on Forecast, weekly activities and related to potential Customers
Conducting HR Activities. Posting Jobs, Short listing Candidates, Conducting Interviews. Providing Orientation & Basic Products Knowledge and in house training
Arranging Insurance Policies, Conducting Appraisals with senior Management.
I've been working in Corporate Finance as Manager Corporate Finance. My main duties include working on proporsals, doing financial analysis, industry research, risk analysis and working on detailed background of sponsors.
Generation of new business through selling of financial products like short term loan, long term loan and lease finance facility.
Relationship Management with corporate clients.
Manitaining a liasion with Head Office, regional offices and customers.
MBA with Majors in Finance and CGPA of 3.2.
I have done Bachelors of Commerce by studying main subjects of Accounting, Economics and Banking.