DEPUTY DIRECTOR, OPERATIONS
Abans Electricals Plc
مجموع سنوات الخبرة :14 years, 0 أشهر
Leadership & Team Management: Led a team of 518 technical & administrative professionals, driving high performance & a positive work culture through effective leadership, mentoring, & training.
Financial Transformation: Transformed financials by increasing annual turnover by 36% to AED 15 million, turning operational losses into a profit of AED 1.2 million, demonstrating operational excellence. Enhanced operational cash flow from AED 12.9 million to AED 19.9 million, reducing debt & fortifying financial stability.
Business Development & Sales: Established new business streams, adding AED 279, 000 annually to revenue. Redesigned branding & marketing for air-conditioner service contracts, increasing customer conversions by 40% & growing service contract revenue by 20% to AED 1 million and more annually.
Employee Engagement & Performance: Boosted team morale & productivity by increasing base salaries & introducing a performance-based grading system after a two-year salary freeze.
Customer Service Enhancement: Improved customer care, achieving CSAT scores over 85% & significantly reducing churn rates & complaints.
Online Reputation Management: Elevated Google My Business rating from 3.1 to 3.9 stars within a year.
Digital Transformation & Operational Efficiency: Enhanced ERP system with comprehensive dashboards, streamlining operations & decision-making. Introduced mobile apps for technical teams & a cloud-based ERP system, reducing paper usage by 70% & improving workflow efficiency.
Service Innovation: Launched Quick Service Hub, offering 30-minute repairs, boosting customer satisfaction, & generating AED 650, 000 annually.
Operations Management: Reduced customer job backlog from 64, 764 to 17, 509, improving satisfaction & retention.
Product portfolio: LG, Mitsubishi, Haier, Whirlpool, Panasonic, Ignis, Hoover, Electrolux, Philips, Mistral, Honeywell, Havells, Sanford, Black & Decker, Elba, JBL, Jaipan, Frigidaire, Jvc, Whites International, Harman Kardon & more.
Business Strategy and Merger: Executed a business merger generating AED 300, 000 in annual revenue & increasing customer acquisition by 25%.
Call Center Management: Enhanced call center performance, maintaining service levels at 95-98% & reducing the abandoned rate to below 3% from over 10%.
Customer Satisfaction Surveys: Conducted quarterly customer satisfaction surveys, setting goals & training over 500 employees, including senior management & technical teams.
Complaints Management: Implemented an efficient complaints management system, reducing monthly dissatisfied customers from 200+ to under 100 through Root Cause Analysis & process improvements.
Digital Transformation: Planned & executed a AED 587, 000 cloud-based service system, enabling secure customer access for real-time repairs & product information via web & mobile devices.
coaching, resulting in a 14% revenue increase.
Financial Development: Financial Saved AED 120, 000 annually by establishing an in house call center, reducing outsourcing costs & enhancing service levels.
Business Expansion: Expanded regional service centers in Sri Lanka from 7 to 16, generating AED 3.9 million in annual revenue.
Global Collaboration: Launched the Abans Quick Mobile Service bus, providing mobile servicing for Abans products.
Developed strategies with global partners to enhance operational effectiveness, including advanced ticketing systems & customer satisfaction surveys.
Quality Assurance: Established a quality department with LG Korea, maintaining a product defect ratio of less than 3% for imports.
Workflow Management: Implemented an automated ticketing system, streamlining customer support workflows & significantly reducing response times.
Operational Collaboration: Collaborated with the Deputy General Manager to streamline operations, reduce costs, & enhance customer satisfaction at service centers.
Strategic Team Leadership: Led operational improvements at service centers through site visits, manager interviews, & analysis of customer feedback.
Service Quality Assessment: Regularly reviewed call center interactions to assess service quality & identify areas for improvement.
IT & Operational Efficiency: Worked with IT & infrastructure departments to enhance monitoring systems & operational efficiency.
Tool Development & Team Empowerment: Led initiatives to develop tools improving organizational efficiency, fostering teamwork, accountability, & respect.
Proactive Service Enhancement & Training: Implemented proactive initiatives such as call center scripting, optimized material usage, & daily team performance analysis to enhance service delivery. Assisted in developing training programs to enhance team knowledge & skills on product specifications & industry best practices.
Art Management & Sales: Sourced international art pieces, curated collections, & negotiated sales exceeding AED 1.8 million. Managed exhibitions & maintained gallery exhibits for impeccable presentation.
Collaborative Projects: Partnered with Art Directors & Graphic Designers on creative projects, bringing artistic visions to life through innovative concepts.
Exhibition & Event Management: Organized prestigious art exhibitions like Art Expo Malaysia & Singapore Art Fair, showcasing original content to a global audience.
Artist Relations & Logistics: Developed strong relationships with artists & managed transportation logistics for imported artworks, ensuring safe handling & timely deliveries.
Customer Engagement & Networking: Engaged with gallery visitors, facilitated sales transactions, & provided exceptional customer service. Established valuable connections with art collectors & industry professionals.
Digital & Media Management: Designed & managed the company's website, social media platforms, & press releases, increasing awareness & attendance through effective communication strategies.
Client Onboarding & Program Launches: Provided creative direction & management, ensuring successful new client onboarding, program launches, client satisfaction, & long term partnerships.
Project & Budget Management: Oversaw all design projects from conception to delivery, ensuring high-quality outputs that met client expectations & deadlines.
Managed the monthly budget for the Design & Print Shop, driving productivity & maximizing operational efficiency & cost-effectiveness.
Revenue Stream Innovation: Initiated new revenue streams (name card design/printing, corporate identity designs, large format sticker printing, pull-up banner production), expanding offerings & increasing profitability.
Creative Design Production: Produced original, visually captivating designs (illustrations, infographics), showcasing strong visual storytelling & creative expression.
Photography Expertise: Captured stunning visuals for marketing materials, client portfolios, & promotional campaigns, delivering compelling visual storytelling.
Large Format Printing: Led large format sticker printing projects, using advanced techniques & equipment to produce high-quality, visually impactful stickers for diverse clients & applications.
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