Senior Operations Analyst
BuzzBee
Total years of experience :15 years, 6 Months
BuzzBee is an influencer marketing platform which enables brands to be promoted by influencers on social media to reach new customers. Key duties in this role:
- Whilst the GM was on maternity leave, ran the day to day operations of the whole business. This included tasks such as: managing key client relationships, weekly and monthly meeting with the CEO from sales and operations perspective
- Managing multiple campaign for key brands like Majid Al Futtaim, McDonalds, Tim Hortons, Applebees, IHOP and more from campaign creation to completion
- Conducting sales demos to on-board brands and to follow sales funnel till the client was closed On-boarding influencers in the platform
- Effectively helping in resolving tech issues by spotting and reporting them in a timely manner Lead a team of operation assistants in managing campaigns and resolving issues
Truebell is a leading importer, wholesaler, distributor and exporter based in the GCC. With operations across a range of business interests in food, beverages, hospitality, supplies and retail duty free, Truebell is a reputable multifaceted business. Key achievements in this role:
- Managed and lead e-commerce sales execution of Nivea and Labello across the leading online platforms in the UAE
- Successfully planned and executed sales promotions and activations
- Effectively prepared key site metrics reports on a regular basis to aid in sales planning to achieve goals - - Optimized stocks availability through forecasting the needs of the business based on facts and figures derived from sales data, customer response, seasonal variables and availability factors
- Oversaw the preparation and process of purchase orders and required documents in accordance with company established procurement policies and procedures
- Handled and monitored the settlement of claims to suppliers for damages, shortage, missing items and expiry, and others.
- Investigated, mediated and resolved vendor or supplier disputes, complaints or issues regarding products and services and payments.
- Monitored and coordinated deliveries of products to ensure that all products and services are delivered on a timely basis including consolidations.
Sprii DMCC was an eCommnerce platform which provided Everything For Mums in the Middle East. Key achievements in this role:
Promoted to Junior Category Manager role in 10 months
- Managed and driven sales growth in FMCG, Diapering, Baby Essentials and Feeding categories by concentrating on promotions, pricing, assortments and brand relationship management.
- Worked with key brands like P&G, Unilever, Reckitt Benckiser, Waterwipes and others.
- Acquired brands based on category knowledge and understanding business strategy and target customers as well as identify new categories and product opportunities.
- Successfully managed the stocks during the pandemic by effective forecasting and planning.
- Processed orders including booking with logistics parties, organizing with sellers, packaging and preparing internal shipments and communicating with customers.
- Communicated with sellers to ensure collection of orders in a timely manner.
- Organized and delivered against pre- booking.
- Delivered the day-to-day key Seller Operations functions on-boarding new Seller Partners, managing on-time collections, resolving issues and recommending new processes and procedures to create market leading service and delivery and others.
- Prepared and compiled daily, weekly or monthly reports as may be required by the management.
Max Health & Living International LLC is a leading direct selling company with science-based breakthrough products enabling people to a better quality of life. I climbed the corporate ladder from being a Customer Service Representative who processed orders and assist in daily operations to leading Customer Service Teams in Philippines, Malaysia and Singapore. I was a consistent high performance rating achiever since I joined in 2012 until 2016. Key tasks in this role are:
- Interviewed and scanned Customer Service applicants for position vacancy fulfillment.
- Trained Customer Service staffs in newly opened markets, both local and international (Singapore, Malaysia and Hong Kong).
- Created programs to strengthen customer’s engagement and independency.
- Presented corporate updates regarding Customer Service, promotions, sales activities and events on a monthly basis in Leadership Trainings throughout the region.
- Prepared and monitored sales report on a monthly basis.
- Supervised the analysis of data for sales and planning purposes.
- Resource person for legal matters.
- Performed other duties as requested by the management and other departments to attain corporate goals.
- Supervised Customer Service team focusing on answering calls and emails from customers.
- Handled all escalated issues and concerns from customers in a timely manner.
- Provided data of company performance on a monthly basis.
- Handled field activity reimbursements. Prepared Expenses Summary and Liquidation Reports for the reimbursements.
- Organized and supervised monthly training events for the field associates. Includes but not limited to: (1)Reserving and securing an event place conducive for training. (2) Supervision of the set up before and after the event. (3)Ensuring that the needs of the field associates are met during the event.
- Supported creating training manuals and modules - from writing to production.
- Launched new created training courses. Conducted Train-the-Trainers session, simulated training and accredited new trainers in Philippines, Singapore, Malaysia and Hong Kong.
- Coordinated field concerns to appropriate departments.
- Supervised and lead customer support team focusing on over-the-counter transactions.
- Updated the team of the enhancements and/or changes regarding system and compensation plan.
- Trained the field associates on how to use the Virtual Office.
- Received and answered inquiries, requests and complaints over the counter.
- Answered all incoming related inquiries from Associates accurately.
- Adapted to frequent changes of procedures and policies released by the Company along with system updates and
processes.
- Received and answered telephone calls from Distributors and Preferred Customers on inquiries.
- Correctly identified callers’ needs and forwarding the calls accurately to respective parties if necessary.
- Accurately and diligently handled all phone-in orders by following the procedures closely.
- Received inbound sales calls and provided a solution to customers’ mobile phone or broadband needs.
- Addressed all customers’ questions and concerns regarding services and handsets.
- Guided customers in choosing the best service.
- Established and maintained a high customer satisfaction in all sales transactions.