Operations Manager
Confiz Limited
Total years of experience :11 years, 2 Months
Oversaw day-to-day operations of Shopper-Value, ensuring efficiency and high-quality service to clients and achieved 99% uptime for software.
Managed deployment, development, support, finance, and admin teams, providing guidance and support to achieve operational objectives like increased deployment efficiency by 25%, decreased deployment latency from 5 to 3 days, decreased support issues resolution time up to 93% in 24 hours.
Collaborated with development team to align product development with operational objectives, delivering updates on time and meeting quality standards.
Managed support team to provide technical support to clients and maintain high levels of customer satisfaction as a result achieved 90% of customer satisfaction rate.
Oversaw finance and project deployment budget, ensuring expenses were within budget and aligned with operational goals.
Managed administrative functions, including HR, facilities management, and legal compliance.
Implemented new ticketing system "Onedesk" to improve operational processes, streamline workflows, and enhance communication across departments as a result, it reduced response time to customer inquiries by 50%.
1) Ensure all processes operate smoothly and aligned as per the company policy
2) Maximize the efficiency of all business procedures by using the pre designed procedures or altered where needed.
3) Designed Key Performance Indicators(KPIs) and conduct performance assessments
4) Monitor daily operations and address potential issues with the best possible solution
5) Build processes that meet our business objectives and ensure compliance
6) Monitor employee performance data and recommend solutions that will improve employee efficiency
7) Coordinate with the HR department to ensure our hiring plans meet our business needs
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
• Play a significant role in long-term planning, including an initiative geared toward operational excellence.
• Ensure that all workings are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements
• Chalking out or improve operational systems, processes and best practices that guarantee organizational well-being, purchase materials, plan inventory and ensure warehouse efficiency
• Contribute towards the achievement of company’s strategic and operational objectives
• Examine financial data/statements and use them to improve profitability
• Perform quality controls and monitor on time delivery of service
• Vendors worked with: C-Track, Mei-track, A-Track, Ruptella, Top shine, Go Safe, Wialon/Gurtam, Teltonika
• Recruit, train, supervise and appraise human resources
• Cater to clients’ or personnel’s concerns
Enterprise Impact:
• Acknowledged for accomplishing annual installation target in a span of 8 months as well as enhancing departmental performance by 45% over preceding year
• Played key role adding 2 new solutions to the company profile leading to enhanced business and operational efficiency
• Instrumental in assisting the top management in incorporating biggest transport, power management and government sector of Dammam and Jeddah on Arabitra- Fleet Management Solutions client list
Responsible of daily installation plan, IT management, technical and sales team training.
Analyze setup and make recommendations for the improvement of the IT & opertions infrastructure.
Interacts with customers and internal departments to resolve issues, Client’s trainings.
Client and Senior Management Interaction
Undertakes tactical/strategic planning for the process and ensures optimal capacity utilization of the centre; Ensures team is effectively staffed to meet client requirements; Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service.
Monitor network usage (PRTG)
Installation and mainteinance of VoIP Network, Linux as Router
DNS Server, FTP Server, SAMBA Server, DHCP Server
Active Directory, Exchange Server, Windows Server (2003 & 2008), Windows XP, Windows 7
Installation, support and maintainence of new servers (hardware and software) infrastructure
Ensured the most cost-effective method to gain maximum efficiency by using multiple servers
Suggested and provided IT solutions to business and management problems
Accurately identify and effectively report patterns in Customer Behavior. Analyze impact of consumer promotions, offers and change of business rules on Customer Behavior. Coordinate implementation of BI and Customer Services Reporting projects on behalf of Customer Operations Department. Assist in development and improvement of Customer Behavior & Churn Prediction Models. Track and highlight changes in trends of subscriber base on daily/weekly/monthly basis. Maintain knowledge of business rules and definitions.
Bachelor of Science in Telecommunication and Networking is basically the collaboration of three engineering degree programs (Telecommunication Engineering, Computer Engineering and Software Engineering). in my degree i have studied following major courses: 1) Wireless Communication 2) Assembly Language 3) Applied Networks 4) Object Oriented Programming 5) Telecom Network Design 6) Data Structures 7) Operating System 8) Databases 9) Computer Networks 10) Computer Architecture In my last year of Bachelor's i have achieved following awards: 1) Presented my Project in Mobile Monday as best project of University 2) Participated in NUTEC 2011 in Software Project Exhibition 3) Participated in TechMoot 2011, 2010 in Software Project Competition 4) Winner of TechMoot 2011, 2010 in E-Gaming Competition
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