MANAR AL ASCHA
Dubai
Summary
Accomplished professional with extensive experience in diverse customer segments across multiple countries. Recognized as a subject matter expert in Training and Development. Successfully led teams as a Customer Service and Contact Center Director, gaining valuable exposure at the Board level. Exceptional leadership and management abilities consistently deliver outstanding results. Effectively managed the life cycle of numerous renowned partnerships, demonstrating a visionary approach and ability to achieve high levels of customer satisfaction and loyalty. Proven track record as a project manager, successfully delivering multiple projects across various sectors. Excelled in managing multi-location operations and key accounts.
Overview
25
25
years of professional experience
1994
1994
years of post-secondary education
2
2
Languages
Work History
Freelance Consultant & Trainer
Freelance Consultant & Trainer
02.2000 - Current
- Delivered various consultancy projects in the fields of Facility Management, Customer Service, and Contact Centers.
- Manage projects related to processes, people, and technology on behalf of the client.
- Helped various companies introduce and manage multi-channels for the customer service department.
- Trained managers and supervisors to better lead and manage their teams and operations and achieve their objectives.
- Trained agents on the best practices of service and how to achieve their KPI’s.
- The list of my clients include multiple clients from different sectors; examples are: (BANK RAKYAT - INDONESIA, KUWAIT FLOUR MILLS AND BAKERIES CO, BANK OF TANZANIA, ALGIHAZ CONTRACTING-KSA, MAJANCO NAMA, CRDB BANK, ARAMCO, HDC MALDIVES, INSURANCE REGULATORY AUTHORITY KENYA, BANK OF TANZANIA, MISK SCHOOLS-KSA, NATIONAL BANK OF NIGERIA, ALMADINA HOLDING SAUDI ARABIA, RUA ALMADINA HOLDING KSA, DEUTSCHE GESTALT FUR INTERNATIONALE ZUZAMMENARBEIT-PAKISTAN, GLOBAL VENTURES INVESTMENT-UAE, GUINEA ALUMINA CORP, KING FAISAL SPECIALIST HOSPITAL AND RESEARCH CENTER, SYRIATEL TELECOM, Y TELECOM, MALDIVES STRUCTURAL PRODUCTS, SAUDI FOOD AND DRUG AUTHORITY, ، الهيئة العامة السعودية للولاية على أموال القاصرين، شركة اسمنت اليمامة ، شركة الكهرباء السعودية، شركة تحكم الاستثمارية، أداء الحكومية، شركة الاسمنت العربية، الأمن الوطني، السعودية، مصرف الإنماء السعودي، الديوان الملكي، شركة وادي الرياض، مؤسسة التأمينات السعودية،.
Head of Operations
Toolman Facility Management
12.2021 - 12.2024
- In charge of the profit and loss of the company.
- Optimize the workforce and processes to reverse the financial situation of the company.
- Manage the daily operation for big clients located in Mall and street locations.
- Manage projects on behalf of the client.
- Manage the 24x7 operation while simultaneously improving the quality standards.
- Improve efficiency and train & develop the technical team.
Group Facility Manager
AKI
01.2017 - 11.2021
- Establish the Facility Dept. from scratch, including process formulation, system implementation, and resource hiring.
- Manage the facility requirements for 200+ branches and offices, Warehouses, and labor camps within highly demanding and critical environments such as food & beverage, Fashion, Life Style, and pharmacies.
- Manage the internal requests of maintenance, repair, and renovation of HVAC, Signages, shutters, Kitchen equipment, and other scopes.
- Set team objectives and monitor the KPIs for optimized performance management.
- Introduce an inhouse FM system to automate and monitor the SLA’s and the quality standards.
- Introduce cost-efficiency initiatives that reduced the spending by 11%.
- Review, amend, and manage annual maintenance contracts with all suppliers.
- Manage the Facility Management Call Center to receive and process the maintenance, repair, renovation requests.
Project Manager (Document Management Outsourcing and Customer Registration)
du
09.2011 - 12.2016
- Manage and deliver the project of revamping du indirect sales channel.
- Manage the project of launching Apple Retail Stores in the UAE from du side.
- Manage a variety of transformational projects and initiatives under the Commercial Division.
- Participate in the project management of the 'My Number My Identity' Program.
- Liaise with the Regulatory Affairs Dept. to implement new TRA mandates under the 'MNMI' Program.
- Advise Partners in putting up strategies and tactics to penetrate the market.
- Manage partners’ end-to-end business channels, including budget, stock, and campaigns.
- Plan & manage communications with all customer base under the 'MNMI' Program including inbound & outbound calls, PR campaigns, SMS broadcast, and other channels.
Group Facility and Administration Manager
Alfanar Group
02.2009 - 08.2011
- Contribute to formulating and implementing overall Facility plans to achieve objectives.
- Manage the Housing, MEP, HVAC, and Facility teams for corporate offices and Industrial City.
- Set up and implement procedures, policies, and processes of the department.
- Steer the SAP implementation team & manage the project of establishing a Corporate Call Center.
- Design an optimum structure to effectively utilize the available resources.
- Manage and control the provisioning of various offers and events to the employees.
Customer Service Director
Y Telecom
11.2006 - 12.2008
- Contribute to the formation of the corporate objectives and establish the dept.’s QMS, prepare and defend the budget with the CEO.
- Build & manage the Call Center, VIP, Corporate, Retention, Collection, Activation, & Archiving.
- Monitor Operational Support Systems effectively to achieve set customer service targets.
- Produce meaningful reporting tools and train the team to analyze and respond to reports.
- Set the criteria, frequency, methodology, and sampling methods for the quality evaluation through a detailed process including the procedure and forms for evaluating members and services in the department to ensure persistent customer satisfaction.
- Re-engineer and upgrade the contact center’s policies, processes, procedures, and job descriptions.
- Set up and update bonus schemes based on desired targets.
Contact Center Manager
Syriatel
02.2000 - 10.2006
- Establish & manage two Contact Centers with 155+ seats and 350+ agents, in addition to managing the ISP Contact Center operation -25 agents-.
- Design Call Center systems RFP’s, set evaluation & selection criteria from technical and business perspectives.
- Design, develop, and achieve the Contact Center KPIs; the most important highlights are:
- Average speed of answering: 9 seconds.
- Average ringing time: less than 2 seconds.
- Average first call resolution: increased from 90% to 97%.
- Adherence to schedule: over 98%.
- Plan, design, manage, and report outbound campaigns including customer surveys.
- Manage & participate in multiple corporate-level projects: EDMS, CRM, and Job Evaluation.
- Apply versatile workforce management methodologies to optimize staff utilization.
- Reduced Contact Center yearly turnover rate from 42% to 23% over the period of one year.
- According to Ipsostat, Syriatel's Contact Center was the leader in the market and scored over 98% in customer satisfaction in 2002 & 2003, and over 94% over the years 2004, 2005, & 2006.
- Conduct 1,000+ interviews over the period of seven years, manage and lead resources effectively and efficiently, and find creative ways to automate certain procedures and reports, which lead to reducing the required staff number by 10% during the year 2006.
- Manage the project of physically and electronically archiving all customers’ documents.
Education
Bachelor - Biology
Damascus University
Post-graduate Management Degree - undefined
Damascus University
Skills
Strategic planning
Customer relationship management
Change management
Training and development
MS office
Best practices implementation
Team leadership & development
Staff management
Project management
Process improvement
Personal Information
Nationality: Syrian
Coursework
- PMP
- Appraisal skills
- Call Center Management
- Budgeting
- Problem solving & decision-making
- Team building
- Report writing
- QMS
- NLP
- Goal setting
- TNA
- Brainstorming
- Interviewing
- TTT
- Leadership for Managers
- 7 Habits for highly effective people
- 7 habits for Managers
- 4 Roles of Leadership
- Contact Center & Facility Management Conferences
Timeline
Head of Operations
Toolman Facility Management
12.2021 - 12.2024
Group Facility Manager
AKI
01.2017 - 11.2021
Project Manager (Document Management Outsourcing and Customer Registration)
du
09.2011 - 12.2016
Group Facility and Administration Manager
Alfanar Group
02.2009 - 08.2011
Customer Service Director
Y Telecom
11.2006 - 12.2008
Freelance Consultant & Trainer
Freelance Consultant & Trainer
02.2000 - Current
Contact Center Manager
Syriatel
02.2000 - 10.2006
Post-graduate Management Degree - undefined
Damascus University
Bachelor - Biology
Damascus University
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