Malath Abdalla
Dubai
Summary
Dedicated Assistant Operations Manager with a proven track record of analyzing operational metrics, developing policies, and managing resources to drive operational efficiency. Demonstrated experience in enhancing customer satisfaction through strategic management practices. Skilled in coordinating daily operations, training programs, and fostering a positive work environment. Fluent in Arabic and English, with a Bachelor's degree in information technology. Passionate about contributing to dynamics
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager Operations
SMAT
11.2023 - Current
- Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
- Achieved cost reductions through effective resource allocation and vendor negotiation.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Business Support Executive
FitnGlam
10.2021 - 11.2023
- Coordinated and administered activities for Supported standard training matrix and advised site teams using data Liaised with internal and external resources, researched, and compiled reports Provided support to executives and managed administration activities Planned and arranged travel, managed systems, and led project management for internal IT projects
- Enhanced profitability by 40% through careful expense management modifications.
- Collaborated with stakeholders to establish clear goals and objectives, driving successful project outcomes.
Assistant Operations Manager
NuYu
08.2015 - 08.2021
- Provided high-quality service, motivated positive work atmosphere managed budgets and financial records increased customer satisfaction rates, achieved business targets through employee engagement, and scheduled work to meet business demands.
- Improved communication within team through regular meetings, updates, and open channels of communication.
- Coordinated with General Manager in different operational issues and promotional activities.
- Supervised operations team to support operational excellence and excellent customer service.
Customer Service Manager
SAMSUNG
02.2013 - 02.2015
- Offering Tasks related to building and maintaining customer relationships include overseeing the team's customer relationships Resolving complaints and keeping customers updated on product offerings Planning with managers and expanding the customer base Understanding individual customer needs and conducting business reviews
- Processing feedback and ensuring employees provide excellent service
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
Customer Care Officer
SMC
01.2012 - 01.2013
- Ensure customer satisfaction by providing excellent service and responding professionally to complaints Ensure all team members follow customer service standards Analyze employee strengths and weaknesses equally to help build their experiences Answer questions, help locate merchandise, promote key items, build loyalty, and recommend optimal products to achieve customer satisfaction
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes with exceptional time management and multitasking skills.
- Analyzed data trends to identify areas requiring improvement in the customer experience.
- Analyzed customer feedback to identify areas for improvement.
- Conducted surveys to determine customer opinion of products and services.
- Collected customer information and analyzed customer needs to recommend potential products or services.
Education
Bachelor of Science - Information Technology
Arab Open University
Riyadh Saudi Arabia 2014
Skills
- Sales Support
- Productivity Enhancement
- Workforce Planning
- Customer Engagement
- Staff Training and Development
- Employee Supervision
- Operations Management
- New Employee Hiring
- Teamwork and Collaboration
- Customer Service
- Team Leadership
- Customer Service Management
- Relationship Building
- Customer Relations
- Goal Setting
- Employee Motivation
Websites
Certification
Hospitality and Hotel Management
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Assistant Manager Operations
SMAT
11.2023 - Current
Business Support Executive
FitnGlam
10.2021 - 11.2023
Assistant Operations Manager
NuYu
08.2015 - 08.2021
Customer Service Manager
SAMSUNG
02.2013 - 02.2015
Customer Care Officer
SMC
01.2012 - 01.2013
Bachelor of Science - Information Technology
Arab Open University
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