Operations Manager
I.M.T Services
Total years of experience :17 years, 7 Months
Planned for business, developed sales, marketing strategies & plans for service awareness and business development.
Defined policies, regulatory compliances & streamline OTC process; service order, quotation, contract, service delivery, collection of payment.
Cultivated excellent long term relationship with existing clients, maintaining ongoing communications and facilitating solutions to address concerns.
Developed strong relationship with colleagues, creating a cohesive and productive team within a deadline driven environment.
Managed a team of sales executives, cleaning ladies and security guards, coached and monitored their visits/works to improve quality and minimize errors.
Established and oversaw direct sales, consistently achieved monthly target and objectives.
Coordinated staff recruitment, including writing vacancies advertisements & liaising with HR.
Ensured budget requirements are met.
Built and managed Rotana Rewards Select program infrastructure and brand awareness.
Operated as the lead point of contact for any and all matters specific to Select members.
Streamlined customer service operations by introducing a series of rigorous training sessions to colleagues that has cultivated excellent members’ long term relationships and brought new joiners resulting in a significant increase in Select program database.
Defined customer experience strategies to ensure ongoing and consistent customer satisfaction
Implemented and managed marketing communications for Select program.
Defined ongoing competitor and high street awareness of CRM and loyalty improvements.
Forecasted and tracked key account metrics.
Managed the Reward shop in cooperation with suppliers.
Team member of the best loyalty program in the Middle East, 5 years in a row award winning.
Projects:
Rotana Rewards Select Program revamp.
CRM Software migration.
Promoted Select Program to Partners (MEA airline, Etihad Airways, Airmiles, UAE Etisalat...).
Ensured a reliable customer loyalty by providing on time delivery & follow up to members.
Coordinated with marketing team for effective communications and promotions and ensured all records and data are updated.
Ensured a speedy redemption process (release & freight forwarding of rewards)
Coached and assisted properties staff to offer the best customer service & deliver promises to members
Built Rotana Rewards membership database through professional outgoing sales calls and service techniques concept.
Handled incoming calls for different member’s queries (i.e.: rooms and restaurants bookings).
Handled and resolved guest complains.
Maintained good relationship with existing Members.
Demonstrated and provided information on promoted products.
Created a positive image and implemented sales strategies to sell company products.
Identified interest and understand customer needs and requirements.
Set up promotional stands and stock products.
Updated the daily sales report and submit it to the shop manager.
Worked with Marketing Manager in evaluating Sales Representatives candidates’ profiles.
Developed and executed advertising programs and external marketing.
Prepared marketing strategy and wrote action plans to attain specific objectives
Confirmed retail staffing and schedules.
Worked with Sales representatives to evaluate and identify improvements opportunities.
Tracked the daily result of the Marketing campaign.
European Degree of High Studies in Marketing (DEESMA)
High school degree
