Manager Customer Service

Zahid Maqsood

*** ***** **** . *****, *** Jersey 08638

************@****.*** . 609-***-****

Operational & Leadership Profile

Customer Service Solutions / Operations Management / Visionary

Leadership

Market Planning / Budget & P&L Management / Program Administration

Seasoned and goal-oriented leader with demonstrated track record driving

revenue growth by building exceptional relationships with clients and

continually improving services. Possess keen business acumen with talent

for identifying and capitalizing on emerging business opportunities to

secure industry-leading position. Exceptional critical thinking and

analysis skills, able to interpret market research and financial data

effectively.

BUILD STRONG RELATIONSHIPS WITH DIVERSE CLIENTS, ASSESS COMPLEX BUSINESS

NEEDS, AND LAUNCH STRATEGIC INITIATIVES TO CAPTURE MARKET SHARE AND

CONSISTENTLY ACHIEVE MEASURABLE RESULTS. LEAD AND MOTIVATE HIGH-PERFORMANCE

TEAMS, PROVIDING ON-GOING MENTORING ENABLING ATTAINMENT OF AMBITIOUS GOALS

AND OBJECTIVES.

EDUCATION

MASTER OF BUSINESS ADMINISTRATION - FINANCE 2010

Rutgers University - New Brunswick, NJ

Executive Master of Business Administration (EMBA)

Rider University - Princeton, NJ

Bachelor of Science, Financial Management, Law, and Real Estate

California State University - Long Beach, CA

Professional Experience

Virtua Health - Washington Township, NJ

Senior Manager of Operations (2009- Present)

Responsible for all aspects of center's operational direction, delegation

of duties and support to reporting departments concerning health center

policies and procedures for 125+ team members. Conducted screening,

interviewing and hiring of reporting positions. Participated in and role

model the behavior standards and customer service initiative set forth to

all associates to achieve the member survey satisfaction goals through

superior center service and recovery. Develop and maintain goal directed

working relationships with community organizations, clients organization,

employers and other health care providers and/or academic associates within

the center. Responsible for managing reporting departments, and achieving

the strategic and operational goals within the approved operating budget.

.

American Red Cross - Philadelphia, PA

Senior Manager of Operations (2007 to 2008)

Directed day-to-day operations for humanitarian relief organization serving

several million individuals annually. Maintained regulatory readiness and

established a culture of continuous quality improvement. Oversee highly

regulated program, enforcing compliance with applicable federal, state, and

health regulations; facilitate regulatory audits. Charged with recruiting

and managing 80- union members providing coaching, strategic leadership,

and professional development. Lead outreach initiatives region wide to

enhance public relations.

Selected Contributions:

- Identified areas for improvement and launched successful programs to

grow operations, including stretch goals for team members and

ambitious territory development, resulting in 45% growth in market

share.

- Drafted and introduced improved policies, procedures, and programs to

bolster compliance with regulatory and internal standards.

- Significantly improved public perception through effectively coaching

team, enhancing interpersonal communication and relationship building

skills with focus on results attainment.

- Recognized for exceptional contributions and visionary leadership with

Manager of the Year Award.

Barrier Therapeutics - Princeton, NJ

National Sales/Marketing Manager (2003 to 2007)

Established and expanded Pharmaceutical (Dermatology) business in United

States through effective leadership, recruiting, and targeted business

development strategies. Conducted extensive market research to identify new

business opportunities and provided on-site start-up, networking, and

recruiting. Led 35-member nationwide team; recruited, trained, and mentored

team members to generate high-volume results in competitive marketplace.

Liaised with potential and existing clients to assess needs and present

optimal solutions, clearly differentiating products from competitor

offerings and highlighting superior benefits. Forecasted trends, defined

monthly and yearly goals, and prepared annual budget.

Selected Contributions:

- Successfully launched new territories on a monthly basis through

intensive and highly accurate market research and business planning.

- Attained 124% of goals in 2004 and 2005, resulting in recognition as

National Sales Manager of the Year.

- Grew annual sales leveraging keen business acumen and ability to

identify niche markets producing above-average returns; expanded

profit margin by up to 30%.

24 Hour Fitness - Long Beach, CA

General Manager (1998 to 2003)

Oversaw business operations, financial performance, sales, and marketing

efforts for 5 locations. Recognized and attracted top candidates for 70+

management and staff level positions, communicated high performance

expectations, provided on-going feedbacks, and supported individual and

department achievement through thoughtful and creative recognition.

Developed training programs and materials focused on increasing revenue and

providing standard-setting client service. Continually assessed financial

returns and market data to identify emerging business opportunities to

secure market footprint.

Selected Contributions:

- Successfully reduced operating costs by $2M through improved inventory

management and grew sales by mentoring exceptional team.

- Fostered collaboration and consensus among team members by enhancing

training and support options.

- Increased repeat and referral business by streamlining membership

billing process and decreasing wait time to significantly improve

client satisfaction.

- Received General Manager of the Year Award based on exceptional

performance.

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