Rashid Sharafudheen

Operational Oversight: Manage daily security operations to ensure effective service delivery and resource optimization.
Metrics: Response time, incident resolution rate, resource utilization.

Team Leadership: Lead and mentor security personnel and admin staff to ensure high performance and engagement.
Metrics: Employee satisfaction, retention, and training completion.

Client Management: Maintain strong client relationships, ensuring satisfaction and resolving issues quickly.
Metrics: Client satisfaction, retention rate, and issue resolution time.

Financial Management: Oversee budgets and cost controls to ensure profitability and efficiency.
Metrics: Profit margin, budget adherence, cost reduction.

Compliance: Ensure operations comply with legal and company standards, including safety protocols.
Metrics: Compliance rate, audit success, regulatory adherence.

Strategic Planning: Develop and implement strategies to improve efficiency and service quality.
Metrics: SLA adherence, operational improvement, efficiency gains.

Reporting: Present key operational reports and metrics to senior management for data-driven decisions.
Metrics: Report accuracy, timeliness, actionable insights.

Crisis Management: Handle operational emergencies quickly to minimize disruption.
Metrics: Response time, crisis resolution, recovery time.

Process Improvement: Implement changes to boost service quality and efficiency.
Metrics: ROI on improvements, reduction in bottlenecks, service quality enhancement.

• Business Continuity Planning: Developed and maintained a comprehensive Business Continuity Plan to ensure organizational readiness and resilience.
• Risk Management: Enhanced the Enterprise Risk Management program to effectively identify, assess, monitor, and mitigate risks.
• Operational Re-engineering: Led operational re-engineering initiatives, improving client service delivery and business efficiency.
• Strategic Assessments: Conducted regular assessments to ensure business operations align with strategic objectives and industry best practices.
• Audit Management: Managed internal and external audit processes, ensuring compliance with ISO standards. Oversaw the resolution of audit findings and the implementation of corrective actions.
• Policy and Procedure Development: Drafted, evaluated, and revised policies and procedures to ensure robust governance and regulatory compliance.
• Process Improvements: Identified and implemented process improvements to control operational costs and enhance efficiency.
• ISO Certification: Led initiatives to obtain and maintain ISO certifications, including documentation, staff training, and audit facilitation. Integrated ISO quality management principles into organizational operations.
• RICS Implementation: Implemented the Risk Internal Controls Standard (RICS) framework, fostering a risk-aware culture.
• Client and Employee Satisfaction: Conducted surveys to assess client and employee satisfaction and managed a mystery shopper program for service enhancement.
• Excellence Awards: Drove company participation in excellence awards, highlighting commitment to top-tier service delivery.
• Quality Management: Developed and implemented a quality management model inspired by the EFQM for sustainable excellence.
• General Accountability: Acted as an ambassador for the company, promoting positive behaviors in line with company principles and values. Ensured compliance with health, safety, and environmental (HSE) rules and regulations, reporting incidents, and taking corrective actions. Committed to Information Security Policies, ensuring implementation and monitoring of the Information Security Management system. Performed other related tasks as required to meet departmental objectives.

• Audit and Compliance Management: Conducted internal audits to maintain service quality standards. Supported external audits, achieving 100% compliance.
• Service Quality Enhancement: Ensured optimal client service, enhancing client satisfaction by 20%. Acted as the frontline during escalations, providing prompt solutions.
• Team Performance Improvement: Analyzed KPI performance and activity logs, improving team efficiency by 15%.
• Failure Resolution: Identified internal failures and implemented corrective measures, reducing errors by 25%.
• Supervision: Oversaw the Houston freight team, improving on-time delivery rates by 10%. Communicated promptly with clients to facilitate solutions in case of delays.
• Reporting Tools Implementation: Implemented Power BI dashboards and Smartsheet, increasing data accuracy by 30%.
• SOP Integration: Incorporated SOPs and process flow maps, improving process compliance by 20%.
• System Integrations: Successfully conducted live testing and integration of SAP ERP modules, ensuring a 95% success rate. Streamlined business processes and data synchronization, enhancing operational agility and facilitating accurate decision-making.

• Process Improvements: Implemented process improvements, achieving a 20% increase in operational efficiency.
• Data Analysis: Conducted data analysis to support business decisions, resulting in a 15% increase in project success rates.

Worked in Sutherland Global Services under McAfee anti virus for technical support and as customer support representative for North American, European, African, Middle eastern and Asia Pacific countries. In the technical support we do help customer by taking the remote access of the computer and resolving them all the technical issues related to McAfee. For the customer service we do help customer by helping them with the renewal, refund and their account issues.

Worked for Sirus Marketing for one year as their sales representative for San Disk and Blackberry for one year during the Abu Dhabi Shoppers, Gitex and Dubai Shopping festival.

Worked for TNS for a short span as a market research analyst. Like in the red bull surveys and so on.

Worked under Ventures for a project for Shiekh Zayed Mosque.