محمد عمران

• Directed end-to-end daily operations for a travel and events company, achieving a 20%+ improvement in guest satisfaction scores within 6 months.
• Recruited, on boarded, and performance-managed a 100+ member team across multiple operational functions, reducing staff attrition by ~15%.
• Enforced 100% SLA compliance by coordinating with event organizer’s, suppliers, and third-party vendors across the UAE and GCC.
• Implemented HSE, hygiene, and quality audit frameworks in line with UAE regulatory standards — zero compliance violations recorded.
• Managed inventory, equipment, and supply chains, reducing operational downtime by approximately 25%.
• Resolved escalated guest complaints within 24-hour SLA, protecting brand reputation and driving repeat business growth.
• Produced weekly KPI dashboards and operational reports that identified trends, saving an estimated 10% in operational costs.
• Partnered with Sales & Marketing to develop upsell strategies, contributing to a 12% increase in revenue per booking.

• Manage and lead a team of operations staff, providing guidance, coaching, and support.
• Took ownership of escalated customer issues and followed through to resolution.
• Delivered feedback constructively to enhance staff performance.
• Regularly monitor and analyze KPIs to identify trends and areas for improvement.
• Collaborate with customer service teams to ensure customer satisfaction.
• Ensure that operations comply with legal requirements and industry standards.
• Organized continuous facilities cleaning, minimizing risk and maintaining professional appearance.

• Coordinated project tasks to ensure project delivery within established budgets and timelines.
• Maintained project schedules by managing deadlines and adjusting workflows to suit
• Provide excellent level of service to passengers, airport staff and support the leadership needs
• Control day to day Operations and activities at Business class passenger area.
• Co-ordinate with different departments to ensure the proper work flow
• Motivate and support large teams with time-sensitive demand.

• Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
• Resolved customer billing issues and inconsistencies with professionalism.
• Utilized software like CARPRO and SIEBEL to check technical details and product availability.
• Followed up customer queries to check provided solutions met expectations.
• Maintained up-to-date client records in database systems
• Prepared letters, information sheets and order documentation and distributed to clients.