Ibtihel Saad
Dubai
Summary
High-performing Operations Manager & Customer service Expert with over 14 years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability looking for new vacancy in government or private sector's.
Overview
16
16
years of professional experience
Work History
Center Operations Manager
AWS INVESTMENT GROUP LLC
Dubai
08.2023 - Current
- Supervised the day-to-day activities of the center staff including coaching, mentoring and evaluating performance.
- Maintained accurate records of employee attendance, payroll and inventory data.
- Collaborated with local government agencies to obtain necessary approvals for center operations.
- Scheduled shifts for staff members according to their availability and skillset.
- Conducted staff meetings to ensure effective communication between departments.
- Assisted with the recruitment process by interviewing prospective candidates.
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
- Managed budgeting processes related to staffing, materials and other resources.
- Implemented successful business strategies to increase revenue and target new markets.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Ordered supplies as needed to maintain adequate stock levels.
- Investigated incidents or accidents occurring at the center in order to determine root causes.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Implemented campaigns and promotions to help with developing goods and services.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Implemented strategies to increase efficiency within the center's operations.
- Managing all Tadbeer license renewal procedures , Company establishment , Dubai insurance renewal policy
- adding new services in the center such us Medical & Emirates ID typing plus including the health care insurance
- Meeting suppliers and agents for Manpower supplies
- maintain the customer happiness chart and the goggle reviews
- Exceeded customer satisfaction by finding creative solutions to problems.
- Resolved conflicts between customers and staff members in a professional manner.
- Achieved cost-savings by developing functional solutions to problems.
Customer Service Manager
RAHA DOMESTIC WORKERS SERVICES SAMSCO GROUP KSA
Dubai
06.2022 - 07.2023
- Responsible for developing and implementing customer service strategies
- Train and supervise customer service representatives' group of 20 Agents
- Handle difficult customer service issues and resolve conflicts with walk-in customers or through social media channels
- Keep track of customer feedback, suggestions, and expectations and develop strategies to improve the overall customer experience cycle.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assigned work and monitored performance of project personnel.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Developed and implemented strategies for providing excellent customer service experience.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Monitored phone calls to provide feedback and coaching.
- Organized client contracts, records and reports to strengthen traceability.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Marketing Specialist
Tecon LLC
Dubai
05.2021 - 05.2022
- Continually maintained and improved the company's reputation and positive image by engaging with community members and addressing issues head-on
- Processed visa and immigration services with accurate and complete applications
- Gathered required immigration application documents and assisted with filing
- Maintained up-to-date knowledge of immigration regulations and policies by attending workshops, seminars, and other educational offerings.
Public Relations Manager
AL SAAEI BUSINESSMEN VIP CENTER
Dubai
11.2019 - 04.2021
- Continually maintained and improved the company's reputation and positive image by engaging with community members and addressing issues head-on
- Built and maintained relationships with key consumer and trade media
- Strategized and implemented public relations and promotional programs to strengthen the brand and support business goals
- Oversaw strategic event planning, executive presentation materials, and visual presentations.
Marketing and Public Relations Intern
SAFEMAX FIRE AND SAFETY GROUP
Dubai
05.2013 - 10.2019
- Facilitated and managed business development plan based on market and industry research
- Created value propositions, national programs, and strategic plans for multi-location and national accounts
- Optimized profitability by developing a pipeline of prospects using multiple research, referral, and sales strategies
- Handled client accounts through the entire lifecycle, executing contracts, providing customer service, and advising on methods for maximizing return from services provided.
Outbound Sales Call Center Agent
AL KHAIL REAL ESTATE
Dubai
01.2012 - 04.2013
- Employed customer relationship management software to track and manage calls made by team members and to retain customer data
- Expanded bottom-line profit opportunities, cold-calling and following up with leads to secure new revenue
- Led outbound calling team such that each team member met or exceeded sales targets
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
Immigration Consultant
Premier Consultancy Dubai
Dubai
06.2010 - 06.2012
- Gathered required immigration application documents and assisted with filing
- Processed visa and immigration services with accurate and complete applications
- Maintained up-to-date knowledge of immigration regulations and policies by attending workshops, seminars, and other educational offerings
- Translated immigration documents to explain relevance to potential residents.
Sales Coordinator
Jean Pierre Insurance Consultancy
Ariana
01.2008 - 12.2009
- Input customer data into the system, updating information regularly with changes to buying habits
- Delivered exemplary customer service and support by remaining poised in the most stressful situations
- Fostered relationships with customers to expand the customer base and retain business
- Coordinated and finalized sales proposals to complete purchases
- Developed and implemented new sales strategies to update product lines.
Education
M.D. - Business Administration and Management
Tunisia University
06.2010
High School Diploma -
LYCEE MIXTE
06.2010
Skills
- Operations Management
- Customer Relationship Management (CRM)
- Staff Hiring
- Resource Coordination
- Staff Development
- Operations Oversight
- Regulatory Standards
- Data Analysis
- Customer Experience Management
- Marketing Techniques
- Tactical planning
- Project Management
- Vendor relations
- Social media proficiency
- Communications strategies
- Team development
- Organizational skills
- Decision-making
- Team building
- Training and coaching
- Customer relations
- Government Relationship Management Skills
- Vendor Relations
- Staff Evaluations
- Business Promotions
- Budgeting and Finance
- Records Management
- Meeting Planning
- Strong Problem Solver
Visa Status
UAE Husband Sponsorship With Emirati Family Book since 2020
Personal Information
Driving License: Valid with personal car
Languages
- Arabic, First Language
- English, Proficient
- Italian, Beginner
- French, C2
Availability
IMMEDIATELY JOIN
Timeline
Center Operations Manager
AWS INVESTMENT GROUP LLC
08.2023 - Current
Customer Service Manager
RAHA DOMESTIC WORKERS SERVICES SAMSCO GROUP KSA
06.2022 - 07.2023
Marketing Specialist
Tecon LLC
05.2021 - 05.2022
Public Relations Manager
AL SAAEI BUSINESSMEN VIP CENTER
11.2019 - 04.2021
Marketing and Public Relations Intern
SAFEMAX FIRE AND SAFETY GROUP
05.2013 - 10.2019
Outbound Sales Call Center Agent
AL KHAIL REAL ESTATE
01.2012 - 04.2013
Immigration Consultant
Premier Consultancy Dubai
06.2010 - 06.2012
Sales Coordinator
Jean Pierre Insurance Consultancy
01.2008 - 12.2009
M.D. - Business Administration and Management
Tunisia University
High School Diploma -
LYCEE MIXTE
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