Ebrahim Hemed
Dubai,UAE
Summary
Strategic planner and operational leader with strong background improving performance, productivity, efficiency and profitability of departmental and organisational operations. Practiced in providing assorted teams with support and resources to succeed.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Operations Manager
MENA Assistance
Dubai, UAE
06.2021 - Current
- Reduced costs and improved operations by analysing processes and customer feedback.
- Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
- Strategically scheduled and managed [Number]+ staff members, maintaining high-performing business operations.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Led overall direction, coordination and evaluation of department functions.
- Developed, recommended and implemented strategies to improve employee work quality and speed.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
- Partnered with internal teams to develop new operating opportunities to enhance service delivery.
- Adhered to employee relations processes while recruiting, retaining and developing staff.
- Drove performance while managing and maintaining customer expectations, quality standards and SLAs.
- Managed and motivated high-performing teams for successful KPI attainment.
- Analysed operations data to identify process gaps and successfully implement change.
- Improved customer satisfaction ratings by [Number]% through [Action].
- Monitored customer calls and communications, ensuring exceptional quality standards.
- Used exceptional verbal and written communication skills to effectively, efficiently resolve [Type] customer queries and complaints.
- Attended exhibitions and events to enhance company presence within market.
- Cultivated long-term relationships with clients to accurately quote pricing and terms to achieve customer objectives.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Proposed new solutions to meet changing customer needs and objectives to offer added value.
- Determined client needs to help tailor onboarding experience and identify cross-selling opportunities.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Retained existing customer accounts through consistent engagement and sales data analysis.
- Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
- Worked with designers to create high-quality advertising and newsletter campaigns.
Operations Manager
TRAC
Dubai, UAE
06.2021 - Current
- Tracked and managed fleet accruals, daily spending and expenditure.
- Registered and licensed vehicles, complying with all relevant regulations.
- Reviewed accident reports to identify and prevent future issues.
- Arranged sale of used vehicles and negotiated highest possible price to recoup company costs.
- Assisted in recruiting high-quality, reliable fleet drivers.
- Verified company compliance with government regulations on transportation industry.
- Prepared and carried out periodic reviews of both internal and external suppliers.
- Kept up to date with current industry trends to improve forecasting and scheduling of fleet and drivers.
- Assessed new vehicle requirements and company need to determine correct vehicles to buy or lease.
- Sought to improve fleet processes, functions and communications.
- Generated reports on fleet expenses and performance for senior management.
- Audited external and internal repair agents for both compliance and repair standards.
Customer Experience Manager
CarPal
Dubai, UAE
06.2021 - Current
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Strategised long-term business needs and drove customer feedback for process improvements.
- Identified individual staff development needs and arranged appropriate training.
- Devised and published metrics to measure organisation's success in delivering world class customer service.
- Followed up on unresolved customer issues to investigate and resolve problems.
- Defined [Type] metrics to assess customer care failures, improving [Type] service upon findings.
- Managed workflow to continuously exceed quality service goals.
- Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
- Trained staff on operating procedures and company services.
- Achieved [Number]% customer satisfaction rate by monitoring and improving [Type] feedback through [Action].
- Boosted traceability initiatives by managing client correspondence, tracking records and utilising data communications.
- Supervised [Number] staff and monitored performance to drive productivity.
- Led and supported customer support staff to achieve objectives.
- Continuously assessed journey maps, addressing friction points and bottlenecks through [Action].
- Promptly responded to inquiries and requests from prospective customers.
Assistant Operations Manager
MENA Assistance
Dubai, UAE
06.2016 - 05.2021
- Oversaw day-to-day operations of company, maintaining operational and service standards.
- Enabled team growth, assisting with recruitment process from start to finish.
- Supported operations manager by giving actionable feedback and assisting with administrative and operational responsibilities.
- Facilitated strategic decision-making by producing detailed, accurate business forecasts.
- Mentored staff to consistently exceed individual performance targets.
- Drafted KPI reports to senior management with strategic recommendations.
- Facilitated communication between staff, upper management and operations manager in person and through various other mediums.
- Supported resource planning of operational team.
- Developed work rules and guidelines for company employees.
- Drew up organisational reports for top management to evaluate.
- Assisted in decreasing operational costs by developing new business processes and revising existing procedures.
- Investigated and documented operational incidents and quality variance.
Senior Specialist - Training and Quality
MENA Assistance
Dubai, UAE
04.2014 - 05.2016
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Facilitated high-quality workshops, meetings and demonstrations online and offline.
- Increased accessibility to training workshops and materials by catering to specific requests.
- Created training programmes guaranteed to achieve key organisational objectives.
- Developed soft skills by providing training in time-management, problem-solving, and effective communication.
- Championed goal setting and instilled culture of ongoing professional development to motivate workforce.
- Researched market trends and competitor activities to strengthen development plans.
- Produced training and supportive materials tailored to organisational needs.
- Adapted session delivery to meet specific needs of professional learners within different environments.
- Analysed training requirements at individual, team and organisational level.
- Updated and modified training syllabus to stay ahead of industry developments and maintain relevancy.
- Engaged professionals in industry-specific knowledge, techniques and methodologies.
- Formulated training and development programmes to capture measurable improvements.
- Implemented research findings and client feedback to improve programme material and delivery.
Education
Bachelor of Arts - English Literature
Damascus University
Damascus, Syria 09.2000 - 06.2004
Skills
- Cross-industry coordination
- Performance management
- Multi-site operations
- Productivity improvement specialist
- Lean methodologies
- Communication improvements
- Training and development
- Team management
- Call centre data analysis
Languages
English
Fluent
Arabic
Native
Certification
- [Area of certification] Training - [Timeframe]
- Service Journey Thinking, COPC Inc. - Dec 2020
Timeline
Operations Manager
MENA Assistance
06.2021 - Current
Operations Manager
TRAC
06.2021 - Current
Customer Experience Manager
CarPal
06.2021 - Current
Assistant Operations Manager
MENA Assistance
06.2016 - 05.2021
Senior Specialist - Training and Quality
MENA Assistance
04.2014 - 05.2016
Bachelor of Arts - English Literature
Damascus University
09.2000 - 06.2004
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