Business Operations Manager
Vinmax Trading LLC.
Total years of experience :28 years, 7 Months
Managing the day to day operations of the department.
Improving 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.
Managing and increasing the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between support and business functions.
Playing a significant role in long-term planning, including an initiative geared toward operational excellence.
Overseeing overall financial management, planning, systems and controls.
Invoicing to funding sources, including calculation of completed units of service.
Researching new technologies and alternative methods of efficiency.
Setting and reviewing budgets and managing cost.
Overseeing inventory, distribution of goods and facility layout.
Understanding strategic objectives
Designing the operation's products, services and processes
Improving the performance of operation
Managing Logistics & stock movement
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Collect, analyze and document mandatory operational requirements by conducting document analyses, workshops, surveys, site visits, business process descriptions, evaluating and running test scenarios and carrying out workflow analysis in order to produce a comprehensive needs analysis and develop solutions to streamline and automate operational sales tools/support.
Analyze and evaluate information received from multiple sources related to new or updated products and services, evaluate system enhancements required or adjust further communication in light of current system capability by reconciling conflicts and simplifying the high-level information received in order to ensure it is accurate prior to approval of release for mass distribution to stores.
Receiving, reviewing, evaluating and providing resolutions for operational escalations and complaints received from various channels and stores in order to responsively and quickly support resolutions through various internal teams and prioritize for the business so that customer support and experience can be delivered smoothly on the ground.
Proactively communicate and support all sales channels by providing daily channel updates in order to ensure individual and cross-channel awareness and consistency of information provision to the end customer.
Continuously stay aware of launch requirements for various channels and ensure they are implemented on the ground for each channel by conducting a readiness check to ensure all channels are updated with product and service launch knowledge in order to ensure smooth product/service launch on the ground.
Extract and analyze periodical reports of store performance in order to monitor store performance indicators as well as recommend relevant enhancements and improvements, particularly where stores are not performing at optimal capacity.
Quick solutions to meet the assigned Service Level Agreement (SLA)
Communicate and escalate any issues that cannot be immediately resolved
Follow up with channels that resolutions to queries and issues are successfully implemented
Data Management & Reporting Tasks
Provide first-level contact and problem resolution for all Channel Partners & Resellers. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
Uses advanced troubleshooting skills.
Courteously obtain and convey concise problem information for external and internal service personnel.
Provide accurate and timely logging of problems and resolution for problems in the Incident management database.
Escalate problems as appropriate following procedures.
Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
Maintain communications with customers during the problem resolution process.
Maintain in-depth knowledge of supported products and services.
Work with the Learning Development Group to identify available Help Desk training that will enhance and improve computing support delivered to customer.
Perform coaching and mentoring for Support agents as assigned
Review and update Help Desk documentation as and when required.
Review and recommend modifications to the respective teams.
Gather and input data for regular reports for the department.
Brief customers as well as management on the status of current resolution efforts and attend
daily/weekly meetings as requested or required.
Identify trends in the support calls and develop documentation to address these most-often
reported problems and issues. Notify management of increasing trends, unusual activity or
repeated activity.
Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation
Effectively communicate the ideas, expectations, and goals while working with and through
others to achieve desired result.
Responsible for the priming-up, development, training, evaluation and monitoring of a team of Helpdesk Coordinators to provide value added support.
Ensure that in both individual and team levels, highest standards of customer service are delivered and constantly improved upon.
Communicating courteously with customers by telephone, email, letter and face to face (if needed)
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
Handling customer complaints or any major incidents which have been escalated by the higher management
Writing reports analyzing the customer service that our organization provides;
Developing feedback or complaints procedures for customers to use;
Developing customer service procedures, policies and standards for your organization or department;
Meeting with other managers to discuss possible improvements to customer service;
Being involved in staff recruitment
Training staff to deliver a high standard of customer service;
Learning about the organization’s products & services and keeping up to date with changes;
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
Scheduling resources for maximum utilization
Ensure highest standards of customer service are delivered and constantly improved upon.
Demonstrate and deliver management best practices within a customer-driven environment
Emirates Airlines (DNATA) (Dubai, UAE)
July 2000 To June 2005
Senior Network Engineer (IT Helpdesk)
Incharge of the whole department as Shift Leader overseeing the Operational requirements of the team
Follow-up unresolved problems with other IT service providers / vendors and establish estimated
downtime and inform the users of the delay enabling them to reorganize their productive time.
Monitor & Troubleshoot the whole Emirates Network for any faults or similar trends.
Ensure escalation and other sectional procedures are maintained and periodically inform management if the procedures need changes to cope with the changing business needs of the end users
Dealing with tough customers. Handling the Day to Day operations of the department.
Wipro Infotech (Mumbai. India)
1995 To 2000
Senior Customer Support Engineer
Involved in Installation and Troubleshooting of Large Networks
Handled major clients all over India
• Bachelor Of Science (BSC - Applied Mathematics) • Computer Engineering Diploma from Bombay University, India • Management Business Etiquettes Course • 3COM Training from 3COM Networks India • Advanced Printer Training from Wipro - EPSON India • Telephone Techniques Course from Emirates Training College • Leadership Development Course from Emirates Training College
• Man Management Course from Emirates Aviation College • CommScope Communication Course on Intelligent Building & Fourth Utility Concept