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Customer Service Management

Location:
Dubai, Dubai, United Arab Emirates
Posted:
September 15, 2018

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Resume:

EVERARD ALPHONSO

Location: Dubai – United Arab Emirates

Contact: +971-**-***-**** Email: ac6131@r.postjobfree.com MANAGEMENT PROFILE

Operations Management ~ Training & Development ~ Supply Chain Management ~ Asset & Fleet Management ~ Brand, Product & Account Management

Snapshot: An MBA (Business Strategy) from the Herriot Watt University, UK with over 23 years of experience in implementing operational strategies and administrating project activities across diverse organizations. Supervised over 38 staff. Headed the Engineer Development Program, HR Optimization and setting Training Budgets for the Global Business Units. Proficient to work and perform under high pressure situations and meeting deadlines under diverse environments with a proven record of implementing business-centered strategies to contribute to organizational growth and profitability. Strategic and visionary with focus on achieving strategic organisational objectives through a team centric approach. LEADERSHIP STRENGTHS & HIGHLIGHTS

Strategic planning

Skillfully using the systematic procedure learnt from my MBA of using Finance, Marketing, Economics, Accounting, Organizational Behavior, Project Management, Negotiations and Leadership, and combine that with my experience to make decisions. Operations Analysis

Collaborate with the senior management in defining/ evaluating standard operating procedures for Operations processes; assess industry standards, trends, practices to identify developments in Operations planning or execution; apply analytic methods/ tools to understand, predict, or control Operations or processes

Training Gap Analysis

Skillfully drive training initiatives, identify staffing inefficiencies and measure the effectiveness of employees training efforts; select and prepare industry specific training materials. Ensuring corporate training standards. Listing the technical skills required for each available position; preparing testing materials with the help of the SME to assess technical skills; Budgeting & Cost

Controls

Ability to improve budgetary forecasting; consistent in optimizing resources; improving reporting and analysis procedures; risk mitigation; determining the best time to make new equipment purchase and establishing reporting and tracking guidelines. Market Penetration

Skilled in identifying trends in the industry. Keeping abreast of the micro and macroeconomics; creativity in strong business plans to propel the brand forward; professional networking; Trade shows utilization; proven negotiation skills

PROFESSIONAL EXPERIENCE

Engel & Völkers, Dubai - UAE: Investment Consultant: Mar 2016 to Date Major Accomplishments:

Recognized for closing the first deal in three months.

Awarded for ‘Most viewings Q2/Q3’ and ‘Most Committed’ Accountabilities:

Specialized in the sale and rental of premium residential property, commercial real estate, yachts and aircrafts. Offering both private and institutional clients a professionally tailored range of services. Leasing, sales, consultancy and valuations form my core competences in this organisaion.

Calculating ROI, yields and predicting capital appreciations.

Investigating and solving customers' queries

Educating clients on financial and investment opportunities

Analyzing statistics, micro and macroeconomics, and other data to determine the level of risk in the investment.

Providing feedback procedures for customers to use

Continuously improving customer service procedures and standards

Keeping ahead of developments in customer service by reading relevant journals, attending developers broker briefs and attending international trainings.

Exterran Eastern Hemisphere, Dubai - UAE, Sept 2008 - December 2015 HR and Operations Analyst - Mar 2011 - Dec 2015

HR and Operations Coordinator - Sept 2008 - Feb 2011 Major Accomplishments:

Played key role in developing 300+ pages Engineering Development Program (EDP) Manual.

Significantly enhanced organizational bottom lines by developing cost effective solutions for logistics, operations and technical staff aligned to market dynamics

Successfully managed GBU (Global Business Units) trainings, developed a training matrix and identified & closed competency gaps with required skill-set training. Efficiently negotiated with training institutes and developed annual training budgets for GBU’s

Accountabilities:

Managed a team of 38 staff which included fresh engineering graduates, administrative personnel and all technicians

Assisted the operations director in defining & implementing Key Performance Indicators (KPI) to align internal costs to changing market dynamics

Interacted with the management in developing policies, procedures, methods, and standards for Operations

Optimized resource utilization (technical staff & assets) for accomplishing business KPIs

Evaluated statistical data, operational/ management reports, and workflow by applying cost benefit analysis techniques

Involved in identifying & evaluating issues by utilizing mathematical principles

Collaborated with the Operation Director in implementing effective remedial measures based on environmental changes

Prepared/ ensured compliance to budgetary allocations in the Engineering Development Program (EDP)

Involved in administration & audit of expense reports of department staff to ensure compliance to departmental budgets as well as individual entitlement

Developed annual training budgets for Global Business Units J Ray McDermott, Dubai - UAE: Oct 1995 – Sep 2008

Project Coordinator - Nov 1997 - Sep 2008

Trainee - Oct 1995 - Oct 1997

Major Accomplishments:

Rated high for consistently enhancing client satisfaction through effective resolution of issues and qualitative service delivery

Accountabilities:

Collaborated with the Project Management Teams for effectively implementing EPCI contracts worth $300 Million

Involved in simultaneous management of multiple projects in compliance to project SLA parameters

Functioned as point of contact for the project management team and clients (Aramco, Qatar Petroleum, Qatar Gas, Reliance Industries Limited, Occidental Petroleum)

Followed up with procurement & accounting departments for ensuring steady flow of materials to align with project requirements

Evaluated/ advised on potential impact to overall schedules for implementing effective remedial measures

Liaised with various support teams in expediting contract activities to schedules and resolving contract lifecycle issues

Prepared/ evaluated periodic project management progress reports for corporate management to identify potential effects on client and internal commitments

PREVIOUS ASSIGNMENTS

Organization Designation Duration

Most Firm, Dubai – UAE Supply Chain Specialist May 1995 – Jul 1995 Super Benzyset Components, Mumbai - India Accounts Assistant Oct 1993 – Apr 1995 ACADEMICS

MBA (Business Strategy), Heriot-Watt University, UK (2015) Subjects included: Business Strategy, Project Management, Finance, Marketing, Business Negotiations, Economics, Leadership, Organisational Behaviour and Accounting



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