Summary
Overview
Work history
Education
Skills
Websites
Languages
Certification
Accomplishments
Custom
Timeline
Generic
IBTIHEL SAAD

IBTIHEL SAAD

DUBAI,UAE

Summary

Resourceful Operations Manager with knack for streamlining processes and improving team performance. Spearheaded multiple initiatives that enhanced operational efficiency and reduced costs across departments. Known for fostering collaborative work environments and driving continuous improvement.

Overview

17
17
years of professional experience
1
1
Certification

Work history

Operations Manager

Master VR Technical Services LLC
Dubai , UAE
10.2023 - Current
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Performed cost analysis for various projects to determine budget requirements.
  • Maintained accurate inventory records to track stock levels and minimize costs.
  • Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Created detailed reports on the performance of individual departments within operations.
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
  • Built strong operational teams to meet process and production demands.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Analyzed and controlled materials, supplies and equipment operational expenses.
  • Connected with clients and developed strategies to achieve sales and customer service goals.
  • Reviewed existing contracts on a regular basis to ensure compliance with company requirements.
  • Analyzed purchasing trends and identified opportunities for consolidating orders and leveraging volume discounts.
  • Ensured compliance with relevant laws and regulations related to procurement activities.
  • Researched new products or technologies available in the market that could benefit the organization's operations.
  • Participated in trade shows or conferences related to procurement topics to stay abreast of industry developments.
  • Investigated discrepancies between purchase orders and invoices received from vendors.
  • Managed the procurement process from purchase order generation to delivery of goods or services.
  • Developed and implemented public relations strategies to promote company's image and services.
  • Organized press conferences, media events, interviews, photo shoots and other PR activities.
  • Built relationships with key media outlets and journalists to ensure coverage of company news.
  • Managed crisis communications plans and provided counsel on potential issues that may arise in the future.
  • Tracked budget expenses related to publicity campaigns, advertising campaigns and special projects.
  • Analyzed competitor's public relations efforts to identify areas of improvement in own strategy.
  • Prepared memos outlining potential areas of improvement within governmental departments.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Reviewed and approved vendor invoices.

Customer Service Center Manager

Raha Domestic Workers Services -Tadbeer Oasis Mall BRANCH OF SMASCO KSA
Dubai, UAE
06.2022 - 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.Developed and implemented customer service policies and procedures to ensure positive customer experience.
  • Managed daily operations of customer service center, including staff scheduling and customer service.
  • Trained new employees on product knowledge, customer service techniques, and company policies.
  • Resolved escalated customer issues by identifying root cause, implementing corrective action, and providing follow-up communication.
  • Analyzed data to identify trends in customer inquiries and feedback for process improvement initiatives.
  • Monitored call volume to ensure adequate staffing levels were maintained during peak times.
  • Conducted regular performance reviews with team members to assess individual progress towards goals.
  • Implemented strategies to reduce wait times while maintaining quality standards for customers.
  • Collaborated with other departments to coordinate cross-functional projects related to customer service initiatives.
  • Identified opportunities for improvement in processes or services offered by the organization.
  • Ensured compliance with all applicable laws and regulations related to customer service operations.
  • Evaluated current systems used for tracking requests from customers; identified areas for improvement in system functionality.
  • Performed regular audits of departmental activities ensuring accuracy of information provided to customers.
  • Participated in industry events or conferences relevant to the field of customer service management.
  • Managed scheduling, monitoring performance and creating daily reports.
  • Maintained accurate records of customer interactions and transactions.
  • Developed and implemented customer service policies and procedures to ensure positive customer experience.
  • Made or approved inventory and supply purchases.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Provided leadership and guidance to ensure that team members are meeting or exceeding expectations on all tasks related to customer service.
  • Resolved escalated issues from customers who were not satisfied with their initial experience with the company's services.
  • Ensured compliance with applicable laws and regulations pertaining to the provision of services within the organization.
  • Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
  • Analyzed employee surveys to identify areas of improvement in workforce productivity.
  • Maintained relationships with external stakeholders regarding employment issues or concerns.
  • Coordinated training programs for new employees and existing staff members.
  • Ensured compliance with all state and federal employment laws including wage and hour regulations.
  • Administered employee benefits and led open enrollment process, informing and coaching employees.
  • Recruited new employees and built relationships, driving visibility.
  • Provided HR consultation services to leadership and department heads.
  • Used data and analytics to improve company processes for recruitment, selection and onboarding.
  • Organized and facilitated team-building activities, including monthly staff meetings.

Sales Account Manager

Tecon limited LLC Branch of Al Batha Group
Dubai, UAE
05.2021 - 05.2022
  • Developed and implemented sales strategies that resulted in increased revenue.
  • Built strong relationships with clients by providing exceptional customer service.
  • Managed accounts to ensure customer satisfaction and account retention.
  • Monitored market trends, competitor activities, and customer needs to identify new business opportunities.
  • Conducted product demonstrations for existing and potential customers.
  • Analyzed sales data to develop plans to increase efficiency and effectiveness of the sales team.
  • Provided training support for new team members on best practices in sales processes and techniques.
  • Ensured compliance with company policies, procedures, and industry regulations related to sales operations.
  • Negotiated contracts with vendors and suppliers to secure favorable pricing terms.
  • Collaborated with marketing team to design promotional materials for products and services being sold.
  • Resolved customer inquiries promptly and efficiently while maintaining high levels of customer satisfaction.
  • Generated reports on monthly performance metrics such as number of prospects contacted, closed deals.
  • Participated in trade shows, events to promote products, services offered by the organization.
  • Developed a network of contacts within the industry which allowed for more effective prospecting efforts.
  • Identified areas for improvement in current systems or processes related to sales operations.
  • Assisted in developing strategies for increasing brand awareness among target audiences.
  • Negotiated details of contracts and payments and prepared sales contracts and order forms.
  • Formulated trusted relationships with key accounts.
  • Answered customers' questions about product prices, availability, uses and credit terms.
  • Monitored market conditions, product innovations and competitor activity and adjusted account sales approach to address latest market developments.
  • Collaborated with other account managers to prepare and deliver performance updates and quarterly business reviews.
  • Wrote, proofed and edited sales proposals and correspondence.
  • Determined cost and pricing of proposals and bids.
  • Answered customers' questions about products prices, availability, uses and credit terms.
  • Gets all contracts attested from Dubai civil defense , run site inspections
  • Prepared detailed presentations outlining features, benefits of products, services being sold.
  • Coordinated with other departments regarding order status updates and delivery schedules.

Government Relations Manager

Al Saaei Businessmen VIP Transaction Center
DUBAI, UAE
11.2019 - 05.2022
  • Managing all governments transactions MOHRE ,GDFRA, RTA , MUNICIPALITY, POLICE,ID, MEDICAL,TWAJEEH
  • Managing all social media accounts , marketing , events , exhibitions , volunteering events

  • Developed and implemented public relations strategies to promote company's image and services.
  • Built relationships with key media outlets and journalists to ensure coverage of company news.
  • Monitored media sources for any relevant industry developments or stories related to the company.
  • Prepared reports on public relations activities including earned media placements and social media engagements.
  • Managed crisis communications plans and provided counsel on potential issues that may arise in the future.
  • Provided strategic direction for corporate branding initiatives across various channels such as print, broadcast and digital platforms.
  • Tracked budget expenses related to publicity campaigns, advertising campaigns and special projects.
  • Coordinated promotional activities with outside vendors such as event organizers, photographers, designers.
  • Organized speaking engagements for executives at local universities or business organizations.
  • Drafted speeches for senior management at industry events or conferences.
  • Planned and executed product launches by creating compelling storylines around them.
  • Maintained a database of contacts from the media and other industry players which can be used in future campaigns.
  • Strategized and implemented public relations and promotional programs to strengthen brand and support business goals.
  • Built and maintained relationships with key consumer and trade media.
  • Applied strategic communication strategies and interpersonal skills to develop and maintain high-value business relationships.
  • Planned, managed and prepared public relations department budget.
  • Enhanced exposure opportunities and controlled large, strategic messaging programs.
  • Directed internal communications efforts and fostered development of proactive and comprehensive communications programs between leadership team and employees.
  • Ran agency evaluation and review processes to drive maximum exposure, thought leadership and brand positioning effectiveness.
  • Coordinated positive media interviews and events sponsorships.
  • Established and maintained working relationships with clients, government officials and media representatives.
  • Identified target audience and developed optimized communication plans to engage and interest individuals.
  • Facilitated consumer relations or relationships between managers and employees or different branch offices.
  • Produced films and other video products, regulating distribution and operating film library.
  • Assisted in developing strategic plans for influencing public policy initiatives.
  • Prepared detailed analyses of proposed legislation or regulations impacting the organization's operations.
  • Built and maintained corporate image, brand and identity.
  • Designed and edited promotional publications.
  • Developed and maintained company corporate image and identity using logos and signage.
  • Built and updated crisis communication plans to handle diverse situations.

Marketing and Public Relations Intern,

Safemax Fire & Safety Group
DUBAI, UAE
05.2013 - 11.2019
  • Developed and implemented sales strategies to increase market share.
  • Identified and developed new markets for products or services.
  • Established relationships with key clients, while maintaining existing customer base.
  • Created and presented monthly reports to management on sales performance.
  • Analyzed data to identify trends in customer behavior and develop plans accordingly.
  • Monitored industry trends and competitor activities to stay ahead of the competition.
  • Collaborated with marketing team to create promotional materials for target customers.
  • Managed daily operations of sales department, including supervision of staff members.
  • Trained, coached, and mentored junior sales personnel to ensure success in their roles.
  • Provided technical support for customers when needed, answering questions about product features and capabilities.
  • Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
  • Organized trade shows and other events as a means of increasing visibility in the marketplace.
  • Researched potential customers using various sources such as public records, web searches.
  • Participated in negotiations with vendors regarding product purchases or contracts.
  • Performed analysis of current processes within the sales department to identify areas needing improvement.
  • Implemented process changes designed to streamline workflow within the department.
  • Negotiated contracts with suppliers to achieve cost savings without compromising quality standards.
  • Maintained accurate records of all transactions between customers and company representatives.
  • Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
  • Tracked monthly sales to generate reports for business development planning.
  • Maintained professional network of potential clients and business opportunities.
  • Created and maintained sales environment to support business objectives.
  • Achieved company growth and brand development through market expansion and sales.
  • Analyzed business and sales targets using critical problem-solving skills.
  • Established new accounts and serviced existing accounts maintaining professional relationships.
  • Prepared sales production reports for senior management.
  • Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.
  • Reduced process gaps by hiring, supervising and coaching employees on sales strategies and protocols, optimizing performance, growth and profitability.
  • Delivered sales presentations focused on offerings and unique advantages over competitors.
  • Analyzed competitors' successes and failures, evaluating impact on market.
  • Researched and communicated competitive activity to influence marketing plans and sales tactics.
  • Researched and capitalized on emerging opportunities to build business and expand customer base.
  • Attended trade shows for in-person engagement and network building.
  • Tracked and analyzed key quantitative metrics and business trends relating to clients and partners.
  • Produced reports on market trends, customer feedback, competitive analysis.
  • Coordinated social media campaigns across multiple platforms including Facebook and Twitter.
  • Researched industry trends and monitored competitor activities.
  • Provided support for public relations initiatives such as press tours and interviews.
  • Generated leads through email outreach programs and other tactics.
  • Executed A and B testing procedures to optimize campaign effectiveness.
  • Implemented search engine optimization best practices.
  • Attended meetings and worked collaboratively with cross-functional teams to brainstorm new ideas.
  • Supported the development and implementation of loyalty and customer retention programs.

Call Center Executive

Al Khail Real Estate
Dubai , UAE
01.2012 - 02.2013
  • Responded to customer inquiries, complaints and requests in a timely manner.
  • Provided quality customer service via telephone, email and chat.
  • Assisted customers with product selection and troubleshooting issues.
  • Resolved customer complaints quickly and efficiently.
  • Utilized various software applications to log customer information and issue resolution.
  • Maintained accurate records of all conversations with customers.
  • Identified opportunities for improvement in customer service processes.
  • Performed administrative duties such as data entry, filing and document preparation.
  • Conducted market research to identify potential buyers and sellers of real estate properties.
  • Developed marketing strategies to increase visibility of available listings.
  • Negotiated purchase contracts with prospective buyers and sellers of real estate.
  • Assisted clients in determining the best price for their property by providing comparative market analysis.
  • Provided guidance on legal documents, such as loan applications and title documents.
  • Managed client relationships throughout the entire process from initial contact to closing the sale.
  • Prepared detailed reports for clients regarding current market conditions and trends.
  • Created promotional materials such as flyers, brochures and email campaigns to attract new customers.
  • Maintained a comprehensive database of all transaction information including contacts, offers and accepted contracts.
  • Attended conferences and seminars related to real estate regulations and practices.
  • Worked with mortgage brokers to secure financing for buyers in order to close sales faster.
  • Analyzed customer feedback data in order to improve service delivery.
  • Monitored competitors' activities in order to stay ahead of the competition.
  • Resolved conflicts between parties involved in a transaction.
  • Provided ongoing support after closing a sale by addressing any concerns that may arise during post-sale period.
  • Participated in community events related to real estate industry.
  • Advertised properties to general public via networking, brochures, ads and multiple listing services to maximize exposure.
  • Showed residential properties and explained features, value and benefits of available homes.
  • Advised prospective clients on current market activities and optimal buying or selling choices.
  • Served as local real estate expert, advising customers on market dynamics and home prices.
  • Acquired new customers, counseled clients and identified purchasing needs to deliver relevant real estate investments.
  • Facilitated real estate purchases by reviewing listings, accompanying clients to properties and communicating sale conditions.
  • Generated lists of properties compatible with buyers' needs and financial resources.

Sales Agent Immigration Programs

Premier Consultancy
DUBAI, UAE
05.2010 - 05.2011
  • Developed relationships with customers by providing excellent customer service.
  • Created presentations and proposals for prospective clients.
  • Followed up with prospects on a regular basis to ensure satisfaction with services provided.
  • Attended meetings with current and prospective customers to discuss their business needs.
  • Negotiated contracts with customers to secure sales deals.
  • Maintained accurate records of all sales activities in the company's CRM system.
  • Analyzed data to identify trends in customer behavior and preferences.
  • Performed daily analysis of sales figures to identify areas of improvement within the team's performance.
  • Collaborated with marketing teams to develop promotional materials that highlighted the features of our products.
  • Monitored industry news, developments, and trends related to our products and services.
  • Assisted senior management in developing strategies for increasing sales revenue.
  • Developed strategic relationships with key decision makers at target companies.
  • Continuously met sales goals via strategic prospecting.
  • Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
  • Maximized market share by working with clients and building relationships.
  • Developed and maintained key relationships with consumers and businesses through effective communication strategies and interpersonal skills.
  • Stocked, replenished and organized inventory to keep store merchandise fresh.

Inside Sales Coordinator

Jean Pierre Insurance Consultancy
ARIANA , TUNISIA
05.2008 - 12.2008
  • Coordinated and maintained customer accounts, including orders, payment processing, and order tracking.
  • Developed and implemented sales strategies to maximize revenue growth.
  • Supported sales representatives in the development of new business opportunities.
  • Researched potential customers, identified key contacts, and developed relationships with decision makers.
  • Assisted in preparing quotations for customers based on their requirements.
  • Conducted market research to identify trends and develop strategies for increasing sales volume.
  • Analyzed customer feedback to identify areas of improvement in service delivery.
  • Generated reports on sales performance metrics such as conversion rates, average order size.
  • Created presentations and other materials used by the sales team during meetings with clients.
  • Responded promptly to customer inquiries regarding products, services, availability, delivery times.
  • Collaborated with marketing team to develop promotional materials for campaigns targeting specific markets.
  • Identified opportunities for process improvements within the inside sales department.
  • Organized events such as webinars or seminars for prospective customers or partners.

Education

MBA - Business Management And Communications

Tunisia University

High School Diploma -

LYCEE MIXTE

Skills

  • Negotiation and Conflict Resolution
  • Client Relationship Management
  • Employee Coaching and Mentoring
  • Time Management Abilities
  • Managing Operations and Efficiency
  • Operational Excellence
  • Staff Supervision
  • Document Processing
  • Service Quality Assurance
  • Customer Service
  • Project Planning
  • Business Development
  • Staff Management
  • Budget Management
  • Business Administration
  • Contract Negotiation
  • Team Collaboration
  • Organizational Skills
  • Problem-Solving Aptitude
  • Task Delegation
  • Computer Skills
  • Key Account Development
  • KPI Analysis
  • Proposal Development
  • Profitability Optimization
  • Strategic Account Development
  • Market Research
  • Pipeline Management
  • Risk Mitigation
  • Resolution-Oriented
  • Exceeds Sales Goals
  • Promotional Sales Events
  • Performance Evaluation
  • Profit and loss understanding
  • Continuous Improvement implementation
  • Budgeting and financial analysis

Websites

Languages

Arabic
French
English

Certification

  • Driving License: Valid with personal car

Accomplishments

  • Customer Service specialist Certification from SMASCO PREMIER MANPOWER GROUP SOLUTIONS KSA
  • Employee of the Month for 05 months in Raha Domestic workers Tadbeer
  • Customers Retentions& payments collection winner in Tecon Limited LLC

    • All certificates are available upon request

Custom

Nationality: Tunisian, with a UAE Family Book since 2020

Visa Status: 5-year visa under UAE husband sponsorship, expiry date 29 February 202029

Driving license available with personal Car

Timeline

Operations Manager

Master VR Technical Services LLC
10.2023 - Current

Customer Service Center Manager

Raha Domestic Workers Services -Tadbeer Oasis Mall BRANCH OF SMASCO KSA
06.2022 - Current

Sales Account Manager

Tecon limited LLC Branch of Al Batha Group
05.2021 - 05.2022

Government Relations Manager

Al Saaei Businessmen VIP Transaction Center
11.2019 - 05.2022

Marketing and Public Relations Intern,

Safemax Fire & Safety Group
05.2013 - 11.2019

Call Center Executive

Al Khail Real Estate
01.2012 - 02.2013

Sales Agent Immigration Programs

Premier Consultancy
05.2010 - 05.2011

Inside Sales Coordinator

Jean Pierre Insurance Consultancy
05.2008 - 12.2008

MBA - Business Management And Communications

Tunisia University

High School Diploma -

LYCEE MIXTE

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IBTIHEL SAAD