Office Manager and PA to the Senior Regional Services Director
Motorola Solutions
Total years of experience :20 years, 9 Months
My employment with Motorola Solution is a progressive experience from supporting one team to being a key person working with various departments ensuring its successful daily operations.
I started as a Customer Lifecycle Management Administrator and PA to the Regional Services Director. Working closely with the Regional Director and his team of Project Managers and Customer Services Managers. Duties are, but not limited to:
• Acts as first point of contact for external and internal communication for the Services Director.
• Daily maintenance of digital diary, arranging/accepting meetings and telephone calls
• Travel and visa management for Director and staff.
• Undertake general word processing, power point and excel work.
• Data management and filing for the team. Maintains Customer records and contracts.
• Assist the Customer Service Manager on Services quotes requirements from customers and Sales Managers.
• Types meeting minutes as required.
• Maintain and update organizational chart.
• Organize regional and international kick-off meetings and trainings with average participants of 25 to 50 VIPs and Staff.
Through the years I have taken varied Office Management and other support roles as follows:
Office Management
• Pivotal role in resolving or redirecting queries and issues.
• Recognized point of contact for Dubai on the worldwide Motorola Solutions group of Admins.
• Ensure appropriate stationery stocks are maintained and ordered on time.
• Organize printing for office stationery and business cards
• Works with the PRO for general government processes and visa application requirements for staff and visitors.
• Administer and maintains important mail lists for the region.
• Oversee the Facilities Team and Reception.
• Liaising with hotel, stationery providers and other suppliers as required.
• Administrator and point of contact for company mobile provider. Handles CS issues and sim card requests from staff.
• Holds the company stamp and confidential company files for safe keeping.
HR Support
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• Events coordination.
• Administrator of the regional employee databases and leave tracking tool for employee leave bookings and allocations.
• Arrange candidate interviews and supervise the on boarding of new employees: procurement of new laptops, ordering of sim cards, flights and hotel arrangements.
• Coordinate Volunteering activities with charity institution.
• Ordering of awards and plaques for yearly awardees.
• Organize monthly celebrations. Maintains the list of birthdays, anniversaries, new & leaving employees.
Finance Support
• Admin Support for the Regional Finance Director.
• Coordinate, raise necessary POs and follow up payments with Accounts Payables for supplier invoices for Oman, Pakistan, UAE and Qatar.
• Official Administrator for Amex Middle East in behalf of Motorola Solutions.
Procurement Support
• Upload NDA’s and maintain database in Salesforce and Google shared drive.
• Raise orders for laptops, business cards, headsets and other orders required by the business.
• Main booker and Point-of-contact for local hotels .
• Cross-border role for procurement of various Motorola Solutions entities.
Legal Support
• Arrange travels as required.
• Courier and keep track of legal and important documents. Request necessary signatures if required.
• Initiate and coordinate requests for Non-disclosure Agreements, Delegation of Authority and Power of Attorney.
Bid and Quote Support
• Arrange travels as required.
• Assist on purchasing, invoicing, and issuing POs .
• Procure stationeries needed during submissions or as needed by the team.
Office Manager (September 2008 - February 2009) CUM
Regional Service Desk Administrator (Middle East and Africa) (June 2006 - February 2009)
• Ensures the staff / departments work together dynamically.
• General Administration/Reception. Handle, Initiate and respond to correspondence for manager, team & self.
• Helpdesk Administrator/Customer Service
• Executive Assistant to the Regional Services Delivery Manager and assume responsibility in his absence which includes decision-making, allotment of resources and client/service partner relations.
• Call Management and Helpdesk Support - receive, log, forward and monitor the progress of problem calls received from the International Fujitsu Desk .
• Ensure that the calls are closed within the service level agreement set with the client and that international service standards are maintained.
• Recognize, analyze and effectively resolve any local or regional issue. Identify the need for International Management escalations and address customer issues and concerns accordingly.
• Coordinate with different Fujitsu and User helpdesks from Asia, UK, Portugal and Germany depending upon the severity and required action for all incident and order calls.
• Identify changes in priorities and take necessary action to achieve targets. Ensure positive response to changing requirements and use best practice, for example, timeliness, accuracy and reliability.
• Control finances within business area and use cost-effective methods on all transactions.
• Responsible in developing, creating and maintaining effective working relationships between colleagues, customers and service partners.
• Maintain accurate records for the client, contracts, project, incidents, movement of spares and call resolution details adhering to security and confidentially guidelines. Produces documentations that are accurate, fits its purpose and meets requirements.
• Produces reports on regular and ad hoc deadlines.
* Coordinate workflow
* Update and chase delegated tasks to ensure progress of deadlines.
* Take initiative in Manager’s absence.
* Compose correspondence/ reports for own or Manager’s signature.
* Process replies on own initiative or from boss’ dictation or notes.
* Research, draft or abstract reports.
* Handle inbound and facilitate outbound phone calls and fax messages.
* Address inquiries within my capacity and arrange /provide materials for callbacks.
* Manage data, records, files and databases.
* Sales Support: do telemarketing to complete confirmed appointments.
* Responsible for efficient handling of a busy switchboard and fax machine.
* Receive calls and forward specific calls to the concerned personnel or department. Take messages when
necessary. Handle couriers and product samples.
* Makes outgoing calls and necessary follow ups to clients and suppliers.
* Maintain and update files, databases and records.
* Independently draft correspondence
* Trained and dedicated to specific call center projects.
* Monitor the quality of voice and e-mail transactions to ensure professionalism, phone etiquette, grammatical
accuracy, good communication skills and compliance with client directives and call center procedures.
* Rate call/email handling and transactional skills through remote or side-by-side monitoring.
* Facilitate/participate in QA calibration sessions with the center management team or with US- based clients.
* Coach Agents directly on call handling, as well as provide feedback on areas of strength and development.
These feedbacks are critical for the improvement of scripts and processes and for improved training
programs.
* Investigate client complaints/ issues to find problems with transaction errors and misinformation and
provide resolutions, recommendations and error rectifications.
* Recommend improvements for order entry and customer service processes.
* Answer calls and respond to customer requests.
* Sell products and place customer’s order in the computer system.
* Provide customers with product and service information.
* Introduce customers to add-on items to increase daily sales and project goals.
* Transfer customer calls to appropriate staff.
* Identify, research, and resolve customer issues using the computer system.
* Make necessary follows-ups on customer inquiries which were not immediately resolved.
* Recognize, document, and alert the supervisor of trends in customer calls.
* Meet the required conversion of calls into sales which is being set by the client and the management team.
Certification on Human Resources Administration
Certificate Program
Major in Journalism