Operations Supervisor
Serve Plus
Total years of experience :10 years, 9 Months
• Daily planning, control and management of cleaning and maintenance operations.
• Management of services and processes.
• Daily interaction with clients/customers - enquiries, complaints etc. thru email and phone.
• Manage staff, preparing work schedules and assigning specific duties.
• Ensure staff is following company procedures and policies.
• Proactive approach to identifying and correcting quality assurance concerns.
• Ensure that staff receives proper orientation, initial training, and ongoing education.
• Monitor staff attendance.
• Train staff on a regular basis to teach proper cleaning procedures and maintain highest quality commercial and residential cleaning professionals.
• Administer all bookings/ reservations, cancellations etc.
Coordinated numerous training programs in order to deliver a positive training experience to all NBAD staff including internal or external training providers through efficient and effective program administration.
• Selects, trains, and assigns work to the marketing team.
• Oversees work procedures and inspects work in progress and upon completion.
• Effectively manages monitors and interacts with the marketing team to ensure they consistently perform in accordance with established marketing processes, procedures and key performance indicators.
• Directs and interacts with key clients, assisting marketing team with maintaining relationships, negotiating, qualifying and closing deals, provides advice and guidance in developing appropriate solutions to meet client needs.
• Meets and arranges meetings with prospective clients to generate business for the company
• Produces written reports for department management relating to marketing plans, marketing team performance, course or enquiry status, and staffing assignments.
• Prepares and updates proposals, enquiries and other related correspondences.
• Prepares, submits and follows up submitted marketing proposals for in-house courses and reports any feedback, modification and recommendation to the marketing manager.
• Communicates important or urgent issues directly to the marketing manager.
• Verifies and spot-checks correspondences (faxes, e-mails and telephone calls) of each marketing team member on a regular basis to ensure their effectivity.
• Establishes and maintains professional relationship with target customers through company visits and client calls.
• Plans, drafts and finalizes marketing proposals for “In-house courses”.
• Generates and qualifies leads.
• Sources and develops client referrals.
• Develops and makes presentations of company products and services to current and potential clients.
• Negotiates with clients. Responds to sales inquiries and concerns by phone, electronically or in person.
• Acts as training coordinators and represents the company at course venues and assists instructors and participants during actual course delivery.
• Performs all coordination work required during the actual course delivery in the most professional manner.
• Interviews all course participants daily reports feedback to the concerned department heads.
• Heightens company image and marketing performance through execution of strategic planning, marketing development, and effective public relation efforts while working within a specific marketing budget.
• Searched, evaluated and approved hotels and venues for courses.
• Negotiated with approved hotels and venues for annual corporate rates and agreements.
• Communicated with Instructors and sent them status reports of "Go" courses, "list of participants" and "course participant's details”.
• Liaised with Instructors regarding hotel bookings, tickets, course materials and other requirements. Booked course venues, hotel rooms and tickets for instructors and participants.
• Performed all logistics activities required for "Public" and "In-house" courses.
• Communicated with customers regarding all arrangements and requirements for "Public" and "In-house" courses. "Opens" and "Closes" courses.
• Visited each Abu Dhabi and Dubai courses and reported each course status to the Operations Manager or the General Manager.
• Looked for appropriate site visits for courses which require it.
• Handled incoming customer service inquiries and problems via telephone; recording consistent problem areas with the intent of providing customer satisfaction and retention.
• Handled irate customers, communicated company policy and provided alternative approaches to resolve customer issues.
• Filled out forms to determine charges for service requested, prepared change of address records, and issues discontinuance orders.
• Solicited sale of new or additional services.
• Navigated computerized data entry system or other relevant applications for customer related issues.
Bachelor of Arts degree in Mass Communications. Best Script Writer, Best Editor and Best Storyboard 2nd Semester, SY 2000-2001. KAMASKOM Music Video of the Year