Operation Manager
QUARTZ CO.
Total years of experience :29 years, 9 Months
Responsible to planning, organizing, leading and controlling all the activities to ensure implementation that all existing regulations regarding business unit activities while meeting annual business unit objectives.
Participate in developing annual operating budget, including production, staffing requirements, operating and overhead costs, and capital improvements.
Establish & arranging the company priorities and accountabilities to allocate resources and guide the team to maximize performance.
Plan, assign and coordinate work, direct the supervision of employees to assure proper support of operations, develop and maintain strong relationships with customers in all sectors.
Achieve target sales and profit of the company, accountable for the Profit and Loss of the company.
Analyzing processes and making recommendations for improvement, developing, recommending, implementing, and monitoring policies, procedures, and work flow.
High knowledge in operation management including safety, quality, productivity, inventory management, scheduling, shift staffing, and compliance.
Ability to work under tight time, handle sensitive data, and multi-task so that deadlines / targets can be met.
Highly organized and able to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, deadline driven environment.
Responsible for managing the company executive team and overall company targets to deliver an excellent experience to our customers, also manage profitability and customer satisfaction measures.
Manage ongoing profitability of our company ensuring revenue and our customers satisfaction targets are met and exceeded.
Deliver achievable company budgets, planning, developing and set other short and long-term strategic goals and objectives annually, provide effective leadership to the company team members.
Focusing on any customer complaints that department managers are unable to rectify and taking the necessary steps to resolve these complaints.
Creating a good working relationship with Turkish projects owners and all international real estate companies who works with our company, and maintain these relationships at all times.
Enter into real estate partnerships with Turkish company to own and develop some real estate projects in the Republic of Turkey (Istanbul - Bursa - Kuşadası) and establish Turkish company "Option One" with 100% Kuwaiti capital, to follow up and manage our own projects there, or other projects we had rights to marketing and sales of its units.
2014 and 2015 was the best years of Turkish real estate sales in the Kuwaiti market and we succeeded through our sales team which was trained at the highest level of efficiency and professionalism and achieved sales of 120 million US dollars from our Turkish real estate projects.
Continuing our hard working and interest in opening up new markets and promising sales channels, also after an in-depth study of the real estate market and customer desires, in addition to my Far East business relations (China - Malaysia - Thailand), we have succeeded to signing with some of the major real estate companies in Thailand, and we have opened a new fertile & promising market to marketing and sale Thai properties in Kuwait real estate market.
Create strong business relations with Thai Embassy in Kuwait, and supporting our trading relations with the Ambassador of Thailand in Kuwait, with his trust in our projects there, they recorded our company as the only real estate company accredited to sell and market Thai properties in the Kuwait real estate market.
Our company had the Leading in the marketing of many Thai real estate projects such as (Sky walk - Siamese - Blossom Condo in Bangkok) also (Amazon - City center - Laguna Beach in Pattaya) in Kuwaiti market, with our exclusive rights to marketing other projects in Phuket Island, as we are the only real estate company that sells Thai properties in Kuwait market & GCC real estate market, According to the trading report from Thai Embassy in Kuwait.
Establishing our UAE company with partner from Abu-Dhabi to marketing and sale our projects, taking care of all pertaining details, recruiting and training branch staff, monitoring all jobs in the branch, training and ensuring their performance is up to the company standards, in order to meet the standards of the company to solicit potential clients for our Thailand projects.
The great fame, the practical excellence, the volume of sales achieved, and arrival to the first rank and the leadership in the marketing and sale of Thai properties in Kuwaiti market and GCC market in general, that was the most important successes and moral gains, that we have achieved for ourselves and raise our.
Follow up the company's work closely and support all departments and encourage them to provide more effort and excellence and provide direct support to them in addition to provide solutions required to develop the work, in addition to our support for direct relationship with customers to reach the best level of customer satisfaction on the company services.
Focus to open new channels & markets to market and sell our real estate projects in Thailand, we signed with a famous marketing agency in Dubai for our projects, and also succeeded to signing with other marketing agencies in Bahrain and Qatar.
Maintains contact with all touristic clients beside the property clients to ensure high levels of client satisfaction through understanding of the customer's mentality and the market dynamics and its requirements and our experiences in all aspects of relationship management, with our ability to interact and cooperate with all company employees to reach the highest levels of professionalism in the provision of service to our customers.
Take responsibility to manage our real estate portfolio with capital 44 Million KD consists of 34 residential towers owned to our company in different places of Kuwait, in addition to managing some other real estate owned to others as property management.
Assists & develop with implementation of marketing plans as needed, prepare working plans to cooperate with local brokers as well as by sales & marketing team for effective search to gain new sales, In addition to develops a business plan and sales & marketing strategy for market to ensures attainment of company sales goals and profitability.
After our extreme efforts to implement & develop "Soukok" system which is the developer of the old "time share" system, and working to cover and treat all the errors and cons of the old system "Time Share", where successful in completing and processing our new system to manage the new tourist project at Al-Khairan area, that ensures attainment of company sales goals and profitability, In addition to my responsibility for the management "Soukok system" and of the marketing plan for our local real estate portfolio,
Study and evaluate one of a tourist projects at Al-Khairan area to develop and marketing of all its units, by using "Soukok" system as Islamic mentality, which is approved by Kuwait chamber of commerce (the new name of time share system) (I developed this system through my previous work), Marketing plan & feasibility study was completed to manage this project, and I submit it to the company's owners & senior management, which they approved it and gave us order to start.
Expansion in the business activities and fields of the company and enter to tourism activity and tourism programs and holidays in order to serve our customer base by satisfying their desires in the work of various tourist programs for them, and through our tourist domain work we have developed our work by using online systems which we can confirm all reservations, modify, change and extend the durations or canceled them at any time with easy way.
We confer with customers to determine their service requirements, travel preferences, and travel dates, make and confirm reservations for transportation and accommodations, plane ticket routes, and accommodation details, answer inquiries regarding information such as accommodations, procedures, and policies, all of these we did by using update online system.
Through our work & cooperation with Spanish company on the Online system which designed by them and that has been developed & issued in Arabic version, In addition to signed agreement with them to market and distribute the new Online system for hotels reservations and all kinds of tourism products, in Arabic version called (B2B system - B2C system), and training the corporate staff of the tourism at the Kuwaiti market on this version which received a large turnout.
Implementation of the sales annual plan, and divided them to quarterly plans, and training sales team to transfer the commercial business vision for them, to use all sales channels to achieve sales goals.
Intensive training for sales team through developing and carrying out their work on competition projects, trained on innovative ways to convince new customers, go with them to projects site visit and trained in accordance with the sales management procedures.
Lead the sales team in the real estate market to increase coverage and penetration to achieve sales targets and achieve the required sales rates, drive staff and support them to the sales channels to reap sales.
Understand customer needs and support for sales team to suggest solutions and products, In addition to closely interaction with our (weak) Marketing Department to understand market initiatives and support with real estate market information to reach potential customers.
Beside my responsibility for managing sales department, I have borne the implementation of some marketing management tasks (weak), where they were not provided the adequate marketing support to complete the sales process as desired, which would have required me to distribute all my effort between the functions of the two departments.
Take responsibility to develop the "Time Share" system and convert it to be compatible with Islamic mentality to let the customer to have ownership at our project at Al-Khairan area, to ensure the customer rights in the ownership of the units of the project according to the requirements of the Kuwaiti Ministry of Commerce, In addition I created and trained and built full strong sales team characterized by high efficiency to sale all the project's units by using "Soukok" system.
Plan, agree, and carry out sales and marketing activities within Kuwait (main branch) & Cairo, responsible for the development and execution of Sales Plan at the two branches so as to best meet the objectives, beside following forecasting sales reporting process for two branches.
Lay the foundation stone in the marketing of the Turkish real estate projects at the Kuwaiti market, where we have presented the most famous & important Turkish projects in Kuwait, some of these projects is owned by the Turkish government, like "Bizim Evler 3" - "Bizim Evler 4", in addition to other projects located at Istanbul (European Side) "Ukra City" - "Hane Plus'a"
The confidence and credibility we have achieved in the real estate market in Kuwait and the Gulf in general and our success in achieving significant sales through the marketing of more than five major real estate projects in the Turkish real estate market and our sales results of about +150.000 M2 square meters.
Facilitate, solve, interact and working to provide a high level of customer service that would exceed customer expectations as well meeting the department goals.
Oversee Customer Service front office daily activities and ensure smooth and efficient overall department adherence, procedures and standards.
Ensure customers’ requests and inquiries are addressed & completed in a timely and efficient manner.
Ensure that the Customer Service staff provides excellent customer service by developing protocols such as communication frameworks, flowcharts, and checklists.
Ensure that the staff follows strict customer privacy procedures and maintain a friendly and professional working atmosphere.
Ensure complaints received through the front offices and call centers are resolved in a timely manner within the stipulated timeline with high efficiency and effectiveness, in order to maintain customer satisfaction.
Review reports of all customer complaints prepared by Customer Service Officer in order to record, track and recognize customer’s complaint trends.
Manage all complaints related to unsolved problems and communicate it efficiently with the concerned department, answer addressed questions and recommend corrective actions to solve customer complaints.
Secure customer satisfaction in every interaction & Meet them in a courteous, friendly & professional manner, Evaluate customer concerns and resolve all problems towards customer satisfaction.
Stay updated on products, services, promotions and company procedures, to suggest new sales to customers by introducing products (especially new products).
Contribute to a continuous maintenance & optimization of processes and procedures in customer service Dept.
Follow-up interior designs for the sold units with department of Interior design & decoration, and signing of the agreement with the clients on the quality, materials and colors of finishing.
Perform all the roles, responsibilities, and doing any other duties related to the job, In addition to compliance to all the orders from the General manager and CEO.
In charge of establishing the company with the Kuwaiti partner to work in real estate marketing field that was independently managed by me under the sponsorship of "TABARAK GROUP".
Preparing the mechanism of documents and electronic work between all departments, prepare all projects contracts and supervising the authentication and registration processes.
Assisted in designing the company's logo and all the printed material to introduce the company into the Kuwaiti market in a decent shape.
Establishing strong relations with members of press to assist us in the marketing and public relations process.
In charge of all the branch staff in terms of scheduling, monitoring, training and ensuring their performance is up to the company standards.
Interacting with our clients to make sure that they are satisfied with the level of service, and implementing new promotions to attract more clients.
Prepare many of conducted trainings for all the staff to maintain and improve the efficiency, level of service.
Supervising for all sales case functions beginning from the client's booking step till the final implementation with extensive follow up to make sure that there are no errors in their contracts to ensure the client satisfaction.
In charge of all branch's functions that included various VIP exhibitions, conferences and other events locally and internationally.
Preparing all the forecasts and budgets, prepare all kinds of reports to be forwarded to management in the head office.
Training in the field of real estate, management of real estate companies, real estate marketing, sales, customer service and advertising department.
Supervision of all marketing plans and advertising for the company in Kuwait and planning advertising campaigns as well as supervision of the promotional programs and advertising.
Preparing and implementing successful marketing campaigns and organization of international real estate exhibitions, conferences and seminars in Kuwait and the GCC.
Designing and preparing of marketing studies, field studies for many real estate projects and touristic resorts.
Following the field studies for client behavior and the work of discussion groups between clients and marketing representatives to development of our projects.
In charge of establishing the new branch in Abu-Dhabi that was independently managed by me under the sponsorship of "TABARAK GROUP", taking care of all pertaining details.
Recruiting and training the entire branch staff in order to meet the standards and company policies to solicit potential clients.
Gather information pertaining to market trends and advice on profitable business opportunities.
Connections with all newspapers and other media to prepare advertisements and secure the best available resources to market the company's real estate projects.
Handling promotion of the new branch and its services extensively in order to attract more new clients.
Supervising the entire branch from setup to starting work and access to achieve the objectives of the sales.
Plan, direct and evaluate the activities of the sales department to develop and implement advertising campaigns to promote the sales of projects units and all real estate services.
Expand the deployment base to reach new customers and work on strategic expansion and the transition to open new branches for "TABARAK GROUP" in all GCC countries.
UNITED MARKETING & ORGANIZING EXHIBITIONS Co. (TABARAK GROUP AGENCY IN KUWAIT)
Coordinate with the marketing manager to develop and execute marketing and sales plans, and review all activities related to Tabarak Group company real estate projects to reach the best and maximum results in order to grow company’s business.
Manage the marketing and sales plans for all units that related to all Tabarak Group real estate projects in the Kuwait real estate market with our agency in Kuwait.
Prepare the monthly surveys for the Kuwaiti real estate market, and arrange the periodical sales report and all the management reports.
Collect of information and data on the competitor companies and projects for our projects, market definition, competitors and market share, and all new marketing activities in the GCC market.
Setting sales & marketing policies, assigning sales targets for all our real estate projects and gaining management approval.
Consolidation support sales force in enhancing customer relations, and open new markets and get new promotion deals to attract new customers.
Prepared and signed major real estate contracts, managed barter deals that were signed with newspaper and other companies.
Finalize deals with companies to participate in exhibitions and other related events to marketing our projects.
Networking with current and prospect clients to bring more business and strengthen the position of the company in the regional market.
Selling real estate properties through meetings, presentations and telemarketing.
Prepare marketing promotions as well as media plans.
Connections with newspapers and other media to prepare advertisements.
Working as a sales supervisor in the sales department at the head office after only 11 months from the beginning of my work at the company's sales department.
Preparing and attending major real estate exhibitions and all local events.
Working as showroom sales manager in 09/1998.
Preparing daily sales reports, activity reports of the showroom to submit them to the general Sales Manager.
Working as assistant for the sales manager since 09/1999.
Assistance in the development of marketing plans and budget, setting goals, pricing policies.
Preparing for press conferences & seminars, participating in local and overseas exhibitions and conferences.
Organizing sales department and giving training courses for sales and marketing staff.
Excellent knowledge with good experience in marketing planning and strategy in the Egyptian market.
Coordinating and interfacing with all sales channels to broaden customer base and improve services.
Develop marketing and brand awareness campaigns to provide a greater impact in market place.
Generate new business contacts opportunities, while maintaining and servicing existing clients.
Working as a graphic designer.
Planning and designing most of the adverts campaigns.
Prepare forecasts and budgets for marketing and advertising expenditures.
Prepare the budget of activities for all marketing channels.
Working as art house manager.
Working in the marketing dept.
Resolving contractual and commercial problems
Monitors the use of subcontractors and controls partners, and manages claims processes.
Working as assistant commercial manager.
Controls, reports, sales plan, costs, gross margins and inventories.
Business Administration (major Marketing and international Business) From Arab academy for science, technology & maritime transport
Diploma in computer science & information systems From Arab academy for science, technology & maritime transport
Bachelor degree of computation From Ministry of Higher Education - Institute for Specific Studies
High English school From Ministry of Education - The Holy Family School for Boys