MOHAMMED RAZEEN
Dubai
Summary
Experienced with operational oversight, including process improvement and team leadership. Utilizes strategic planning to streamline operations and boost productivity. Track record of fostering team collaboration and maintaining high standards of performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Supervisor – Customer Service
Dial A Battery
07.2018 - Current
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Maintaining and developing relationships with existing customers in person and via telephone calls and emails.
- Representing the organization at trade exhibitions, events and demonstrations.
- Assist Operations Manager in supervising daily operations of organization.
- Develop productive, profitable and achievement-oriented work environment for employees.
- Supervise operations team to ensure operational excellence and excellent customer service.
- Oversee operational cost, risk and audit activities.
- Assist in interviewing, recruiting, training and performance evaluation, and promotion and termination activities.
- Determine staffing requirements, work assignment and schedules for new projects.
- Coordinate with General Manager in different operational issues.
- Evaluate current operational strategies and recommend improvements.
- Generate operational reports for management as needed
- Assisting IT with Operational requirements.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Oversaw logistics coordination for seamless transportation of goods between various departments and locations.
- Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Achieved cost savings through diligent budget management and negotiation with vendors on pricing and contracts.
- Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
- Coordinated with IT department to deploy new inventory management system, leading to smoother operational flow.
- Enhanced team productivity by implementing dynamic scheduling system that matched tasks with expertise.
- Achieved significant cost savings with thorough vendor contract negotiations.
- Developed and implemented training program for new hires, accelerating their time to full productivity.
- Streamlined operational procedures, significantly reducing process inefficiencies and downtime.
- Enhanced operational transparency with introduction of real-time dashboard for monitoring key performance indicators.
- Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Improved office operations by automating client correspondence, record tracking and data communications.
Call Center Agent – Customer Service
Dial A Battery
06.2014 - 06.2018
- Listing to customer requirements and presenting appropriately to make a sale
- Responding to incoming email and phone enquiries
- Negotiating the terms of an agreement and closing sales
- Call clients and customers to inform them about the company’s new products, services and policies
- Handle a large volume of inbound and outbound calls in a timely manner
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Making sales or recommendations for products or services that may better suit client needs
- Taking part in training and other learning opportunities to expand knowledge of company and position
- Building lasting relationships with clients and other call center team members based on trust and reliability
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
Customer Service Executive
Naspro Global Service Pvt. Ltd.
01.2013 - 01.2014
- Answer incoming calls and respond to customer’s emails
- Management and resolve customer complaints
- Sell products and place customer orders in the system
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Research, identify and resolve customer complaints using applicable software
- Process orders, forms and application
- Route calls to appropriate resources
Education
Master of Business Administration (M.B.A) - Operational Management
Jaipur National University
07.2021
Bachelor of Science (B.Sc.) - Visual Communication
University of Madras
04.2014
Skills
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
- Warehouse operations
- Technical Proficiency
- Microsoft Office
- Customer relationship management
- Human resources
- Operational planning
Certification
- Programming Language, Awarded the certification for excelling the computer language C/C++ & Java course.
- Master in Multimedia Visualizer
Timeline
Operations Supervisor – Customer Service
Dial A Battery
07.2018 - Current
Call Center Agent – Customer Service
Dial A Battery
06.2014 - 06.2018
Customer Service Executive
Naspro Global Service Pvt. Ltd.
01.2013 - 01.2014
Master of Business Administration (M.B.A) - Operational Management
Jaipur National University
Bachelor of Science (B.Sc.) - Visual Communication
University of Madras
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