Painting, Reading, Walking, Badminton, Coffee with friends and enjoying the awesome Dubai beaches!
FATIMA MERALI
Operations | Customer Success | Office Management
Dubai
Summary
A versatile and committed individual with a proven track record of optimizing organizational efficiencies and driving productivity. Skilled in managing cross-functional and remote teams, implementing process improvements to enhance operational performance, resolving conflicts, and delivering excellent customer service. Adept at implementing improvement initiatives and streamlining operations to achieve business growth.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
4
4
Certificates
5
5
Languages
Work History
Operations Manager
netParcel UAE (Bee Commerce Technology FZCO)
Dubai
11.2021 - Current
- Spearheaded the operations and HR department, achieving exceptional levels of productivity and efficiency.
- Built a high-performance team through strategic recruitment and comprehensive training, resulting in an increase in overall productivity.
- Established and maintained effective communication channels between departments, leading to increase in employee satisfaction.
- Developed and implemented effective Standard Operating Procedures that streamlined workflow within and across departments, leading to increase in operational efficiencies.
- Identified key gaps in operations and led successful improvement initiatives, resulting in a reduction in process bottlenecks.
- Successfully implemented process improvements that have shaped organizational culture and helped the company evolve and grow.
- Trained employees on best practices, procedures, and performance strategies, thereby improving customer service and satisfaction.
- Collaborated with other departments to refine procedures, devise best practices, and enforce quality metrics, resulting in improvement in the overall quality of the product and service.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Successfully carried out training and implementation of CRM and effective communication systems, leading to a 25% increase in customer service quality.
- Organized regular meetings with local delivery partners to improve operations and discuss new products, resulting in enhanced customer satisfaction and increased revenue.
Manager
MERASSO LLC
Dubai
09.2020 - 11.2021
- Conceptualized and built an online store for printed interiors from scratch, achieving a 20% growth in sales in the first year of operation.
- Led a remote team of designers and suppliers, overseeing operations from inquiry to delivery of products to the customer in a timely manner.
- Streamlined the ordering and delivery process, reducing customer complaints and increasing customer satisfaction.
- Managed all client communications, inquiries, concerns, and services provided with an emphasis on customer satisfaction, resulting in a high level of repeat business and positive reviews.
- Successfully managed social media channels for the store's marketing campaigns, bringing about brand visibility and sales.
- Implemented improvement initiatives and streamlined operations, resulting in increased efficiency and reduced costs.
Customer Care Manager
Lvinstyle Realty LLC (former Cayman Estates)
Dubai
02.2010 - 08.2017
- Management, Marketing and Property Conveyancing
- Successfully managed 36 properties, ensuring timely and efficient maintenance and upkeep while liaising with landlords and tenants resulting in a high level of tenant satisfaction and increased occupancy rates.
- Conducted market research and provided regular updates to landlords on the value of their properties, resulting in increased rental returns and timely renewals of tenancy agreements.
- Conducted regular property handovers during move-ins and move-outs, ensuring smooth and hassle-free transitions for tenants.
- Prepared monthly statements and reports for landlords, providing transparent and accurate information on property performance.
- Wrote compelling content for the website, brochures, and email marketing, resulting in increased engagement and lead generation.
- Updated the website with new properties, launches, and offers, resulting in increased website traffic and inquiries.
- Successfully continued property conveyancing and prepared rental agreements, ensuring legal compliance and smooth transactions.
- Implemented effective operating procedures thereby streamlining office operations, resulting in a reduction in processing time and improved productivity.
- Hired and trained an assistant to carry on the same, resulting in a well-trained team and improved customer service.
Customer Care Manager
Livinstyle Realty LLC (former Caymen Estates)
Dubai
04.2007 - 01.2010
- Sales, Marketing and Property conveyancing
- Guided numerous homebuyers and sellers through the complex sales process, providing exceptional support and assistance every step of the way.
- Leveraging my extensive knowledge of the real estate market, I generated customized lists of properties that precisely matched each buyer's unique needs and financial resources. I
- Meticulously prepared and reviewed all tenancy contracts to ensure that each transaction was flawlessly executed, from conducting property conveyance to liaising with banks and developers to book transfer dates.
- Conducted comprehensive research on monthly rental and sales market prices, identifying innovative rental solutions that met and exceeded clients' expectations.
- Reviewed and optimized sales strategies and marketing plans, while also overseeing the design, content, and accuracy of all advertisements.
Administrative assistant
Cayman Estates
Dubai
08.2006 - 03.2007
- Instrumental in creating and maintaining various database systems.
- Proactively ensured that the customer database system was not only established but also frequently updated with new and relevant information.
- Implemented and maintained a comprehensive property database system that facilitated the smooth functioning of the sales and rental transactions.
- Actively followed up with clients after the completion of their transactions to ensure their satisfaction and collected valuable feedback which I passed onto management or the appropriate agent/personnel to address.
- Followed up to ensure that the problem was resolved, resulting in happy customers and a positive experience for all involved.
- Responsible for managing transaction files, petty cash, and acted as the link between various departments and the accounts department enabling smooth communication and collaboration between different departments.
- Provided excellent administrative support to sales staff and management, ensuring that they had the resources they needed to succeed.
- Collected property details from agents, checked them in terms of market price, added descriptions, and liaised with IT personnel to design compelling ads that were not only aesthetically pleasing but also accurately represented the properties.
- Attended to sales inquiries, routed them to the concerned agents if clients required further details and assisted in other areas as necessary.
Administration, American Express Consultant, Tours Consultant
THE RICKSHAW TRAVELS LTD
12.2002 - 04.2006
- Successfully provided administrative support to all ticketing staff and accounts personnel, ensuring smooth operations and timely completion of tasks.
- Maintained an updated and accurate customer database and staff records, leading to improved communication and streamlined processes.
- Developed captivating inbound and outbound tour packages, which led to a significant increase in sales revenue.
- Effectively managed hotel bookings, transfers, and car hire services, ensuring client satisfaction and repeat business
- Successfully arranged visas for corporate clients for their outbound travels, facilitating hassle-free travel experiences for clients.
- Efficiently managed American Express existing client accounts, providing top-notch customer service and building strong client relationships.
- Provided merchant services for businesses that accepted American Express cards, contributing to business growth and expansion.
- Effectively resolved American Express client and merchant complaints by escalating them to the appropriate departments in the UK office, ensuring timely resolution and client satisfaction.
- Successfully completed American Express Customer Service training program in Brighton, U.K, enhancing skills and knowledge to provide exceptional customer service.
- Efficiently managed Europe Assistance cases involving emergency repatriation of insured members to the nearest health care facility and/or arranging medical assistance and flights back to their home country, ensuring prompt and effective emergency response.
Education
International Diploma - Business Management
Cambridge International College
Distance Learning 01.2003 - 06.2005
Professional Diploma - Software Engineering
NIIT
Dar Es Salaam, Tanzania 01.1998 - 01.2000
Skills
Proficient in Microsoft Office applications
Excellent work ethicsTeam playerCommunication skills, verbal and writtenConflict resolutionProblem solvingOrganizational and planning skillsResearch skillsOperations management
Policies and procedures
Staff Management
Improvement initiatives
Well versed with Zoho Desk, Sign, Campaigns
Familiar with Zoho Books
Work flow planning
Startups and turnarounds background
Cross-functional communications
Certification
CCE - Certified Customs Expert, Dubai Trade
Interests
Timeline
CTLP - Certified Trade and Logistics Professional
02-2022
CCE - Certified Customs Expert, Dubai Trade
01-2022
Operations Manager
netParcel UAE (Bee Commerce Technology FZCO)
11.2021 - Current
Manager
MERASSO LLC
09.2020 - 11.2021
Certified Personal Trainer
07-2018
Certified NLP Practitioner
03-2018
Customer Care Manager
Lvinstyle Realty LLC (former Cayman Estates)
02.2010 - 08.2017
Customer Care Manager
Livinstyle Realty LLC (former Caymen Estates)
04.2007 - 01.2010
Administrative assistant
Cayman Estates
08.2006 - 03.2007
International Diploma - Business Management
Cambridge International College
01.2003 - 06.2005
Administration, American Express Consultant, Tours Consultant
THE RICKSHAW TRAVELS LTD
12.2002 - 04.2006
Professional Diploma - Software Engineering
NIIT
01.1998 - 01.2000