Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Driving License - Category
Timeline
Generic
Afzal Surve

Afzal Surve

Dubai

Summary

Dynamic Fleet & Operations Supervisor with a proven track record at Noon.com, excelling in employee training and development. Expert in quality control measures, I have successfully enhanced operational efficiency and rider satisfaction. My strong IT skills and commitment to outstanding customer service have driven significant improvements in performance metrics.

Overview

10
10
years of professional experience

Work History

Fleet & Operations Supervisor

Noon.com (Now-Now)
10.2024 - Current
  • Oversee Riders, Manage a team of riders, ensuring they are properly trained, motivated, and adhering to company policies and procedures.
  • Provide timely assistance to riders encountering issues, whether related to merchants, the rider app, or operational challenges.
  • Track and monitor daily rider logins to ensure riders are on schedule and prepared for their deliveries.
  • Keep track of key performance metrics such as delivery times, number of successful deliveries, rider satisfaction, and any recurring issues.
  • Identify and report any operational challenge to upper management, including technical issues with the rider app or recurring problems from merchants.
  • Offer constructive feedback to riders, help them improve their performance, whether it's about improving speed, efficiency, or customer service.
  • Regularly assess existing operational procedures and identify opportunities for improvement.
  • Work to simplify and clarify operational procedures for the riders, ensuring they have clear guidelines to follow.
  • Introduce new methods or best practices that can improve rider performance and the overall efficiency of the fleet operation.
  • Ensure new riders are thoroughly trained on company policies, the rider app, and the best practices for delivering orders.
  • Act as a point of contact for riders to raise concerns or suggestions, fostering an open line of communication.
  • Quickly resolve any rider or merchant issues that arise.
  • Ensure that riders are following all safety guidelines and regulations.
  • Ensure that all operational policies are followed by the team, including company protocols, data privacy guidelines, and merchant agreements.
  • Provide assistance to riders who face difficulties with the rider app.
  • Prepare and submit daily reports on rider performance, issues encountered, and resolutions made.
  • Measure and report on Key Performance Indicators (KPIs) such as delivery time, rider availability, and issue resolution time.
  • Collaborate with other departments, including merchant relations, customer service, and tech support, to ensure smooth fleet operations.
  • Provide valuable insights to upper management based on rider feedback, operational performance, and any recurring issues to help improve the broader operations.

Fleet Operations & Site Team Leader And Admin

Royal Smart Limousine L.LC
Dubai
10.2023 - 09.2024
  • Overseeing day-to-day operations and ensuring all tasks are completed in a timely manner, adhering to company standards and client requirements.
  • Continuously analyzing and improving operational processes to increase efficiency and effectiveness, while minimizing costs.
  • Collaborate with corporate clients, suppliers, and internal teams using platforms like 0000 and RSL Web Booker for efficient communication.
  • Handle the booking and scheduling of limousine services, ensuring timely and successful service delivery.
  • Build and nurture strong relationships with B2B clients by understanding their needs and ensuring exceptional customer service.
  • Address operational challenges during service delivery, demonstrating professionalism and quick decision-making.
  • Maintain accurate client, booking, and payment records using 0000 and other internal tools.
  • Identify and implement process improvements, gathering feedback from clients and teams to enhance efficiency.
  • Ensure seamless coordination for service execution, including timely pickups and drop-offs for clients.
  • Oversee bookings and reservations through the RSL application, managing driver assignments and ensuring accuracy in communication.
  • Coordinate with marketing to manage promotional codes, boosting app bookings and maintaining updated records in 0000.
  • Follow up on late bookings, assign cars appropriately, and address customer inquiries or app-related issues.
  • Generate reports and analyze key metrics to identify trends and areas for improvement.
  • Train team members on effectively using internal software tools like 0000 and the RSL application.

Fleet & Operations Team Leader

Tawasol Transport L.L.C
09.2015 - 09.2023
  • Manage daily operations of the fleet, including scheduling maintenance and accidents.
  • Fleet Defleeting, New Registration, Renewal & Cancellation Process.
  • To maintain Vehicle status and keep records of all vehicles in MS Excel (master reports) and Orbits Report.
  • Handle drivers and their queries related to the procedures and cars.
  • Taxi Availability, to monitor and ensure to achieve 77% of taxi availability on road (ITC KPI).
  • Assisting with the management of daily operational activities.
  • Drivers Daily Attendance.
  • ITC FINE, make effort to minimize fines by constant monitoring of the drivers ITC Violations.
  • Traffic Fines, make effort to minimize fines by constant monitoring of the drivers traffic Violations.
  • Warehouse Stock, to monitor and ensure Issue Driver Uniform Timely Basis & to monitor and ensure Physical Stock count and comparison with system register on quarterly basis & Maintain inventory re-order level on monthly basis Shortage of Inventory YTD.
  • Taxi Job messages, to monitor and ensure to achieve 85% of Job messages (ITC KPI).
  • Customers Complaint, to monitor and ensure to achieve 0.55% customers complaint (ITC KPI).
  • Hired KM, to monitor and ensure to achieve 50% of drivers Hired KM (ITC KPI).
  • Lost & Found (ITC KPI 2020), ensure to achieve highest rank in Lost & Found KPI with ITC.
  • Annual leave Excess Leave Follow, make sure and control the drivers Annual Leave. Monthly leave schedule. Follow up Excess leave on weekly basis.

Education

Bachelor of Commerce - Commerce

Mumbai Board
Mumbai, India
03-2013

Skills

  • Quality control measures
  • Escalated complaint handling
  • Employee training and development
  • Disciplinary procedures
  • Team building coordination
  • Outstanding customer service
  • Database management
  • Strong IT
  • Administrative procedures
  • Report-writing
  • Operational support
  • Microsoft Office Suite

Languages

  • English
  • Hindi
  • Urdu
  • Arabic

Personal Information

  • Date of Birth: 01/28/91
  • Nationality: India
  • Marital Status: Married
  • Visa Status: employment visa

Driving License - Category

light vehicle

Timeline

Fleet & Operations Supervisor

Noon.com (Now-Now)
10.2024 - Current

Fleet Operations & Site Team Leader And Admin

Royal Smart Limousine L.LC
10.2023 - 09.2024

Fleet & Operations Team Leader

Tawasol Transport L.L.C
09.2015 - 09.2023

Bachelor of Commerce - Commerce

Mumbai Board

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