يارا سعد

Facilities Operations
McGill University
o HR management for HVAC operators:
o Establish and manage workforce planning and recruitment
activities for potential building operators and technicians
o Organize and advise management on HVAC payroll, benefits to
be aligned with yearly budgets
o Manage training material for new employees; create annual
budgets for salaries: regular labor time, overtime, and call-ins.
o Facilitate grievances and union negotiations and enforce the use
of labor laws and union agreements.
o Financial Management:
o Establish stringent operations budget for HVAC and other
McGill sectors for maintenance projects and employee hiring;
prepare quarterly reports to meet goals.
o Initiate and organize maintenance contracts and monitor service
quality.
o Operational Management:
o Maintain McGill Infrastructure and Facilities Operations
Projects: Facilities Improvement projects, Deferred Maintenance,
and Sector Priority projects and related costs.
o Execute and monitor ventilation system schedules: silent hour
protocol, system priority assignments, air filter replacements, and
organize equipment data.
o Design and structure Facilities Operations project manuals for
engineers, operators, and technicians to enforce order and safety.
o Manager project tracking using Finance & Administrative
database systems used by the McGill cooperation

o Responsible for all duties relating to Market Analysis, Research
and Advertising
o Prepare online content and design of USWAP.com website
o Sell advertising space on website
o Manage relationship with web designing companies
o Report technical issues to management
o Track and update reports on database systems

Short-term Project\}
Zeldia.com
o Responsible for content of promotional kit
o Develop content for the website
o Support management on website design

UAE and
Southern Gulf
o Train employees on customer service standards to maintain service
quality. Coach, motivate and attend to customer needs and report
findings and action plan.
o Observed shopper behavior in the retail environment to provide
recommendations for marketing initiatives.
o Conduct store visits on a regular basis for research and recommend
improvements through feedback, reports, and regular coaching sessions
for improved customer service levels
o Involved in Customer Service annual projects to meet strict deadlines
and achieve efficient results to improve service levels of brands.
o Conduct and create training modules for Service Quality & Customer
Care related programs.
o Maintaining and managing NPS through voice of customer externally for
assigned AOR and internally from brands.
o Maintaining and handling a corporate program which led encouragement
of employees’ participation by 35% over target in support of stores.
o Partnered with a cross functional team as service partner that created
service offerings throughout approval, implementation and maturity.
o Actively responsible for supporting the Measurement and Quality
Assurance teams in being involved in the mystery shopping program.
o Conduct new employee trainings on Customer Service, Maximizing
Sales, and Objection Handling.
o One of top performing managers based on KPI’s.