Edward Braganza

 Responsible for a Team of 35 Executives/Officers, 1 Manager & 2 Supervisors.
 Overall planning, direction, coordination, execution and management of centralized support services involving Admin, Travel, Facilities and Government Relations functions of the organization to ensure that the business(s) run smoothly and efficiently.
 Developed and implemented strategies, policies, procedures, process optimization and plans for Administrative Services in a cost effective and time efficient manner.
 Achieved financial objectives by anticipating requirements, submitting information for budget preparation, scheduling expenditures, monitoring costs, and analyzing variances.
 Responsible for the Facilities management of all Commercial leased office space, Company executive accommodations, guest house and Labor Camp in terms of building's operations and maintenance, real estate, project planning, renovation, contract renewals etc.
 Responsible for Travel management and overseeing day-to-day travel needs of corporate business users in terms of flights and hotel bookings, sourcing strategy and execution, policy development and compliance, vendor management, and travel related communications.
 Responsible for the ensuring that the Company possesses sufficient Visas and government permits to meet their needs.
 Responsible for overseeing processes relating to Governmental matters concerning employees (Issuance of work permits, employment visas, business visas, visit visas, visas to other countries, medical, Emirates ID etc.) and company (Trade License, Commercial License, Government E-Systems, Assets, Vehicles, Permits etc.).
 Responsible for overseeing the preparation, analysis, negotiation, review and renewals of contracts, SAP LPO's related to the purchase of products, services and AMC's etc.
 Responsible for proposing and enforcing cost reduction measures to minimize overall cost without affecting quality and productivity.
 Maintained business continuity among corporate, division, and local work teams by documenting and communicating actions, irregularities, and continuing needs.

 Responsible for a Team of 260 individuals which include 25 office staff & 235 technicians.
 Oversee HR operations for the entire business from recruitment to employee relations.
 Supervise the entire recruitment life cycle from identifying manpower specifications, sourcing relevant candidates by liaising with recruitment agencies or placing job ads to conducting interviews.
 Maintain meticulous service records for all staff from joining to leaving formalities.
 Achieve financial objectives by anticipating requirements, submitting information for budget preparation, scheduling expenditures, monitoring costs and analyzing variances.
 Coordinate with PRO to carry out work with government departments, labor, and other ministries to complete all formalities on trade licenses, visas & health cards.
 Liaise with the landlord to renew office leases for Dubai & Abu Dhabi as well as the staff accommodation.
 Recommend policies to ensure adherence with relevant local and immigration laws.
 Liaise with transportation vendors to maintain fleet of company buses & cars including regular servicing, renewal of insurance policies & annual registration process.
 Manage staff accommodation to ensure that the premises are maintained in a hygienic manner & that the units are adequately equipped with furniture & appliances and replaced at regular intervals.
 Liaise with the building facilities management for car parking spaces & other office related issues.
 Function as Lead ISO MR during audits. Prepare & maintain ISO documentation.
 Ensure adequate staff levels to cover for absences and peaks in workload.
 Carry out staff appraisals, manage performance and discipline staff.
 Review and update health and safety policies and ensure they are observed onsite.
 Communicate with outsourced IT supplier to procure laptops, PCs & printers for staff and maintain this equipment.
 Coordinate with corporate travel agent to book air tickets for new joiners, holiday entitlements, travel to Iraq for project work & departing employees.

 Founded this workshop which now employs a Team of 10 individuals.
 Branding & Marketing - Designed the corporate logo and all marketing material such as corporate brochure, business cards etc.
 Business Development - Partnered with TOTAL to co-brand the workshop which included obtaining a preferred rate for their products and their support in terms of sponsorship for our marketing campaign. I have also negotiated several corporate deals with entities such as Wasl Asset Management, Al Yousuf Construction, Safi Airways to name a few.
 Customer Service & Operations - Dealt with all customer enquiries and liaise with customers who bring their vehicles to the workshop. I am responsible for pricing and billing. I co-ordinate between my staff and relevant third party suppliers to ensure that the customers needs are met and their vehicle are returned to them within a reasonable period. I have also brokered alliances with various auto parts dealers to ensure that the workshop receives preferential rates which ultimately benefit our customers and us
 Administration - Undertook the processing of all my staff’s visas. Processed monthly payroll via WPS including calculating overtime & deducting any salary advances that may have been approved. All activities related to my trade license & liaised with the landlord to renew tenancy contract and as & when adhoc issues occurred. Administered a medical insurance & workman’s compensation schemes for my employees.

 Handled a Team of 50 Executives & 6 Unit Managers spanning Customer Services Centers located across UK, France, UAE, Kenya, South Africa & Singapore.
 Served as lead for day-to-day operation of Customer Care at WorldSpace. Defining needs, developing subscriber based reporting, creating report layouts, and assessing data integrity in an effort to maintain regionally-based customer care with an emphasis on quality control.
 Developed initiatives to support subscriber acquisition, churn management, conversion rate, usage reporting, and other relevant subscription metrics through the application of best practices.
 Worked closely with Finance, IT, E&O and other Technical development resources to enhance WorldSpace’s ability to report effectively and accurately on its subscriber base. Worked in partnership with Marketing, Content, Operations, Consumer Business, IT, and other relevant functions to ensure consistent subscriber communication across all regions, (broadcast channel changes, technical operations, promotions, renewals, new products & services, ).
 Supported WorldSpace Departments (Consumer Business, Content, Marketing, Engineering & Operations, Customer Acquisition vendors) by developing reporting / analyses that provide specific insight into customer behavior acquired through their distribution channels.
 Liaised with our warehouses in JAFZA & DAFZA with regards to the logistics of our products & customs formalities for large shipments, i.e. receivers.

 Handled Mobile Assist (Customer Care Unit for Mumbai Circle) which also included the elite Gold Desk and GPRS/MMS Desk
 Handled a Team of 130 Executives & 9 Unit Managers including MIS Officers/Trainers.
 Analyzed Agent’s Statistics, Value Added Services (VAS), Scheduling and Staffing, Forecasting, Batch wise performance tracking, Technical Outages, Leaves & Attrition to meet SLA’s.
 Provided Operational floor management by monitoring Service Levels Agreements (SLA) using Symposium Call Center Server, taking appropriate decisions responsible for the daily monitoring of quality and production of the inbound/outbound status group and manual processes.
 Assumed Administrative responsibilities in the absence of the Assistant General Manager.
 Assisted with Training & Identifying training needs within the group & providing feedback.
 Conducted appraisals for Asst. Managers, Unit Managers & Shift in Charge.
 Recruited Unit Managers & Sr. Executive’s for various processes by conducting Personal Interviews

 Handled an entire US Project for Household Bank Credit Cards that included Customer Care, Fraud Authorizations, and Card Activations.
 Handled a Team of 210 Executives & 19 Unit Managers including MIS Officers/Trainers.
 Single point of contact between the US Client and the Company Management in terms of Agents Statistics, Sales, Scheduling and Staffing, Forecasting, Batch wise performance tracking, Technical Outages, Leaves & Attrition.
 Provided Operational floor management by monitoring Service Levels Agreements (SLA) using Aspect eWorkforce Management version 6.1, Real Time Adherence (RTA), taking appropriate decisions responsible for the daily monitoring of quality and production of the inbound/outbound status group and manual processes.
 Assisted with Training & Identifying training needs within the group & providing feedback.
 Assumed Administrative responsibilities in the absence of the Sr. Manager.

 Handled Tele-Training/Sales/Survey (Outbound) & Banking (Inbound) Projects for Citibank.
 Handled a Team of 45 Executives including Trainers.
 Handled everything from Rostering of breaks, Leaves, Performance tracking & Feedback (Individual & Team), Team building, Consolidating MIS & reporting to the management. Subject Matter Expert (SME) for the new Team Leader’s & their teams.
 Provided Operational floor management by monitoring Service Levels Agreements (SLA) using Avaya CMS Supervisor, taking appropriate decisions responsible for the daily monitoring of quality and production of the inbound/outbound status group and manual processes.
 Designed & established the Quality process and better ways of doing things for all the projects.
 Assisted with Training & Identifying training needs within the group & providing feedback.
 Assumed Administrative responsibilities in the absence of the Sr. Manager.
 Developed Tele-Training an Online MIS Software. Technology Used - VB 6.0, SQL Server 7, MTS, COM/DCOM, DTS, Win NT.

 Handled a Team of 9 Project Trainees.
 Part of the Team that designed & implemented the Euro Compliance & Currency Management System for Commercial General Norwich Union (CGNU), Belgium. Technology Used - COBOL, CICS, JCL, Natural 2, ADABAS, OS/390.
 Part of the Team that designed & implemented the Euro Compliance for Belstar Assurance, Brussels. Technology Used - AXI Case Tools, Oracle 7.3, HP-Unix.

 Handled the overall functioning of the Front Office & directly reporting to the Branch Head.
 Developed Online Banking Software. Technology Used - Visual Basic 6.0, SQL Server 7, Active X, COM, MTS, ATL, Win NT.
 Developed Inventory Control System. Technology Used - C++ with DB Library, Sybase 10, Unix.
 Developed Airlines Booking/Ticketing System. Technology Used - Visual C++ using MFC, MS Access 7, Win NT.
 Trained an MCSD batch of 30 Students on Visual Basic 6.0