Operations & Customer Service Manager
Metito Overseas
Total years of experience :18 years, 8 Months
•Mobilize, Manage, monitor and report on the performance of several projects: Lusail City, Manateq, Baladia Al Aqaria, QDVC, Qatar Steel, UDC, RasGas, QP.
•Lead a team of +200 employees from different nationalities and job titles.
•Managed a fleet of +80 vehicles with the total investment of $40M while achieving utilization rates of 85%.
•Reduced the maintenance cost by 25% due to implementation of a strict preventive maintenance schedule.
•Managed the P&L and sustain a 30% gross profit.
•Fully responsible for overall operational strategy and corporate growth, from Business Development enquiries through to bid management and presentation.
•Identified and recorded all service cost related factors in order to come up with a cost-plus price list to be given to the sales team.
•Managed tenders and proposals which include the technical and the commercial aspects.
•Work with Business Development Manager & Sales Manager to prepare proposal plans that meet the objectives & timeline of the proposal requirements
•Analyze client requests (RFP, RFQ, etc.) to understand technical, financial, schedule and other requirements and determine final document structure.
•Tailor & Modify (RFP, RFQ, etc.) based on client requests
•Define the scope of work and services offered to the customer and identify any clarifications or exceptions to the customer’s inquiry.
•Undertook recruitment, training, and employee development.
•Assisted in the aging report of accounts receivables and identify the problematic clients.
•Transformed the procurement department by implementing strict supplier code of conduct and health & safety standards.
•Developed and executed policies, procedures and best practices.
•Managed solid waste projects related to waste management master planning, facility evaluation, and facility design and operations.
•Quality control over the work of project developers and conducting renegotiation of agreements.
• Managed, monitored and reported on the performance of several projects: Ashghal Governmental Projects (Public Work Authority), QDVC, Qatar Steel, UDC, RasGas, QP, Baladia & Qafco.
• Lead a team of +200 employees from different nationalities and job titles.
• Managed a fleet of +80 vehicles with the total investment of $40M while achieving utilization rates of 85%.
• Reduced the maintenance cost by 25% due to implementation of a strict preventive maintenance schedule.
• Managed the P&L and sustain a 30% gross profit.
• Fully responsible for overall operational strategy and corporate growth, from Business Development enquiries through to bid management and presentation.
• Identified and recorded all service cost related factors in order to come up with a cost-plus price list to be given to the sales team.
• Managed tenders and proposals which include the technical and the commercial aspects.
• Work with Business Development Manager & Sales Manager to prepare proposal plans that meet the objectives & timeline of the proposal requirements
• Analyze client requests (RFP, RFQ, etc.) to understand technical, financial, schedule and other requirements and determine final document structure.
• Tailor & Modify (RFP, RFQ, etc.) based on client requests
• Define the scope of work and services offered to the customer and identify any clarifications or exceptions to the customer’s inquiry.
• Undertook recruitment, training, and employee development.
• Assisted in the aging report of accounts receivables and identify the problematic clients.
• Transformed the procurement department by implementing strict supplier code of conduct and health & safety standards.
• Developed and executed policies, procedures and best practices.
• Managed solid waste projects related to waste management master planning, facility evaluation, and facility design and operations.
• Quality control over the work of project developers and conducting renegotiation of agreements.
Sales, Marketing & PR Manager in the Media Sector
- Responsible for the Sales including client generation, market base expansion, customer relationship management, service delivery.
- Contacting potential customers, identifying their needs, persuading them to get our products or services.
- Meet with targeted key clients in order to deliver sales presentations; generate new clients, negotiate and close deals.
- Closing the sales by agreeing on the terms and conditions and providing an after-sales service.
- Trouble-shoot problems with key clients, answer inquiries and handle complaints.
- Maintain relationships with existing clients and seek opportunities for new businesses.
- Review and analyze sales performance against programs, quotes and plans to determine effectiveness.
- Keeping detailed records of all contacts, which may involve database management.
- Prepare Sales plan and yearly target.
Handling the Key Accounts, & Enterprise Clients “Qatar Foundation, QP, Al Fardan, Amiri Diwan, Barwa, etc.”
- Acquire companies that have no significant revenue history with the company by selling our recruitment products & services.
- Initiate and develop a strong relationship with assigned verified leads.
- Effectively manage business in assigned database through a transactional and solution-oriented selling approach.
- Determine customers' recruitment needs, and prepare proposals to sell services that address these needs
- Give online demonstrations to clients on our Service in order to handle objections and convince customers to buy.
- Initiate primarily telephonic outbound calls to prospective lead database
- Effectively qualify through Recruitment Needs Analysis; using value-based selling
- Explain products or services and prices, and answer questions from customers.
- Record names, addresses, purchases, and reactions of prospects contacted into CRM.
- Accurately use CRM for sales processing; keep comprehensive, accurate notes in CRM. Prepare proposal or agreements to complete sales.
- Manage growth of new business by transitioning them to be loyal customers to our company
- Oversee fulfillment of Training, Customer Care, and Executive Search
- Develop existing client base and manage all aspects of the relationship to ensure satisfaction and continued revenue generation.
-Prepare / modify presentations specific requirements of individual clients,
-Prepare and present reporting of concluded campaigns and convert the sales opportunities into repeat business,
-Effectively develop and manage a client base through transactional and solution-oriented selling approach.
•BS American University of Science and Technology, Lebanon (Fall 2004) •Lebanese Official Bacc. II (2000)