Customer Service Manager
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Curriculum Vitae Hamouda Zouabi
Address: 5379 Eastway # 1
Greendale, WI 53129
Work: NA
Home: NA
Mobile: 414-***-****
E-mail: HYPERLINK "mailto:ac7puv@r.postjobfree.com" ac7puv@r.postjobfree.com (Primary/Personal)
Qualifications
1989 Language: Proficiency in English (near Native)
TOEFL(Test of English a foreign Language) (Score 500)
Business Administration : Level III certificate in professional Business Administration and management (UK based charter Management institute)
Key competencies
31+years experience in diplomatic and multi-national organisation.
Experienced in leading Administration, logistics, IT, shipping, general office services departments and procurement sub-department
Experienced in Facilities management & construction projects
Management of all aspects whether administrative and or technical of camp base.
Experienced in projects management, including initial examination of projects to be undertaken, preparation of Scope of works and invitation to tender (ITT), ensuring quality control of all aspect of delivered projects and decommissioning.
Experience in several area of Contracts &Procurement.
Experience in Houses and building Maintenance and repairs.
Experience in HR support including but not limited to staffing and selection, compensation & benefits.
Experience in fleet management.
Experience in building and residential security management
Experience in contractor management such as but not limited to (Housekeeping, Catering, accommodation, Maintenance, Security, construction)
Experienced in establishing KPIs and producing of activity reports
HSSE Oriented (SSOW, safe system of work)
Fluent use of Microsoft office (word, excel, power point, MS Project)
Fluent use of AUTOCAD
Outcome & customer focused.
Multilingual: English, French, Italian and Arabic.
Professional Appointments
1985 to 1995 US State Department/American Embassy, Tunisia
1995 to 1996 US State Department/American Embassy, Tunisia
1996 to 2003 US State Department/American Embassy, Tunisia
2003 to 2005 British Gas, Tunisia
2005 to 2009 British Gas, Tunisia
2009 to 2013 British Gas, Tunisia, Sfax
2013 to 2017 OMV Group, Tunisia
Work History
1985 to 1995 US State Department
American Embassy Tunisia (Switchboard Operator)
Served as a switchboards operating of the mission D400 electronic EPABX telephone system and for placing and receiving a full range of telephone calls both local and long distance. Maintaining records of official and personal long distance calls and charges costs as required to relevant personnel
1995 to 1996 US State Department
American Embassy Tunisia (Work Order Clerk)
Maintenance work order clerk, receives customer’s queries, work orders and complaints, enters them into the work order system, assigns priorities, and distributes to work team. Follow up on work in progress. Maintains files of completed work orders, records information regarding work orders performed, recording monitoring of material and labor cost, maintains keys control for all residences, prepares time and attendance for maintenance personnel
1996 to 2003 US State Department:
American Embassy Tunisia (Maintenance Supervisor)
Instructs and supervises a large number of technicians on various maintenance projects. Schedules work by priority. Assigns tasks to maintenance foremen, monitors completion of work assigned; inspects completed work when necessary and insures proper documentation is completed. Advises senior management of status of work in progress. Schedules preventative maintenance as required to maintain equipments and buildings.
Coordinated building projects whenever outside contractors are used by General Services for major or minor construction projects on approximately 85 US owned and leased properties. This includes initial examination of projects to be undertaken, initial specifications review and prepares Statement of Works. Searches for qualified contractors, supervises projects underway, and advises the FM of ongoing progress and compliance with specifications. Reviews completed work to assist in the acceptance process. Works closely with the RSO (Regional Security Officer)and Seabees teams to coordinate security projects.
Prepares construction drawings and scopes of work, including the application of CAD computerized drawings. Advises the FM on input for the yearly request for special funding and assists in the preparation of the Annual Facility Inspection.
Responsible for the evaluation reports of the maintenance workers. Approves Annual and Sick leaves. Orders uniforms and special tools and equipments. Generates access sheets for contract workers and works closely with the RSO to obtain entry of contractor personnel to Embassy buildings and Grounds. Works closely with Customer Service to resolve Customer complaints.
Constantly monitors the Embassy Work Orders Module to insure that computerized information is available on each property leased or owned by the US Government. Formats and prepares special programs and reports on work accomplished.
Performs training to maintenance staff members in technical and administrative matters. Advises Senior Management on training needs and suggests sources of training and personnel to receive training.
Assists with the repair and maintain equipment for which there is no local technical available. Primarily the various electrical components in the Embassy such as the heavy duty transformer, automatic transfer switchers, major refrigeration units, generators, central air conditioning and central heating.
Makes continual review of record keeping practices in the Maintenance Unit to insure compliance with regulations and to insure that records accurately reflect actual expenses. Provides technical advice to the FM and the SGSO on all projects and contracts.
Advises the Procurement Unit on special purchases, including both local and off shore procurement. Coordinates between construction contractors and Procurement on Maintenance contracts. Reviews expenses made for Maintenance purposes to insure that proper material are purchased at market rates or lower.
2003 to 2005 British Gas Tunisia (Administration Supervisor)
Manage the Tunis Site Administrative Department of the Company.
2005To2009 British Gas Tunisia, Site Administrator
Manage, control and co-ordinate BG Tunis Administrative department as well as site facilities/services activities in order to ensure an effective and efficient service is provided in accordance with laid down standards and procedures in full alignment of business objectives and strategies.
Provide management, leadership and professional input for BG Tunis site facilities management activities, management of facilities Services Provision, including:
Management and Training of staff.
Executing of annual Budget requisitioning process and, once approved, ensures the effective budget control
Coordinating all activities relevant to management, maintenance, upgrading of offices and accommodation premises.
2009 To 2013, British Gas Tunisia, Facilities Manager
To Manage, develop, plan, the facilities management process, lead and direct activities and provide specialist advice as well as solutions so as to meet and achieve set forth HSSE and organizational/department performance plan and targets within agreed budget and time scale, operate and fine tune systems, projects which handles the activity flow and problems.
March 2013 to Nov 2013, OMV Group, Tunisia, Administration Manager
Responsible for managing the Administration Services department, and all related processes in support of the core business of OMV Tunisia, ensuring that OMV Tunisia has the most suitable working environment for its employees and their activities. Both strategic planning and day-to-day operations, particularly in relation to Finance/Budgeting, buildings and premises which varies with the nature of the organization requirement and its growth, focusing on Safety, best business practice to improve efficiency, and reducing operating costs while increasing productivity and performance.
Nov 2013 to Present, OMV Group, Tunisia Administration and Field Logistics Manager
Responsible for managing the Administration Services department and all related processes in support of the core business of OMV Tunisia, ensuring that OMV Tunisia has the most suitable working environment for its employees and their activities. Both strategic planning and day-to-day operations, particularly in relation to Finance/budgeting, Facilities Management, buildings and premises which varies with the nature of the organization requirement and its growth, focusing on safety, best business practice to improve efficiency, and reducing operating costs while increasing productivity and performance.
Responsible for the Management, planning, and execution of safe, efficient and effective camp logistics operations in accordance with company standards, statutory requirements, and company objectives. This includes planning, coordinating, managing, and monitoring all camp, catering, logistics, site security, and related support activities.
Training & Other Professional Qualification
1992 To qualify as a technician in office equipment computers utilization,
for management purposes.
1996 Fire and life safety training.
1999 Fire and life safety training.
1999 Supervisory Skills.
2000 Supervisory Skills beyond the Basics.
2001 Technical training to qualify as superior technician.
2001 Customer Service Workshop: Time management, handling complaints,
& resolving conflicts.
2002 Maintenance and Warehouse Safety, Office of Safety, Health and
Environmental Management, Department of State.
2005 Presentation in English, Business Training Course.
2006 Safety Concepts, Randy Smith.
2008 Microsoft Project.
2008 AutoCAD.
Personal Qualities
Abilities to work in a multi-national/cultural environment
Strong communicator in Arabic, French and English both oral and written
Positive attitude, initiatives and continual performance improvements.
Strong customer focus.
Ability to develop and maintain team motivation and dynamics.
Thorough knowledge of Facilities Management and Services.
Management Skills, including staff development and performance appraisal/management and training.
Strong organizational, planning, and development skills.
Experience in developing budget and forecasts.
Good influencing and communication skills.
Pursuing of solutions of any level and or services problems.
Maintaining of clear communications with all personnel.
Adaptability to changes within business needs.
Take decisions within sphere of influence taking into account any information available to ensure that the correct decisions are made.
Take appropriate action in emergencies/incidents as required.
Ability to track and carry out any projects/recommendations, to a satisfactory conclusion.
Health & Safety
Personal commitment to Health, Safety and Environment.
Ensure that all appropriate Health, Safety and Environmental Standards are complied with in relation to safe system of work.
Implement the Company Health and Safety Policy within my area of working, making use of the assistance and advice available from safety department.
Awards
1991 Certificate of Appreciation, Exemplary performance in providing crucial support service during the Persian Gulf crisis.
1995 Certificate of Appreciation, for outstanding support of the Marine Security Guard Battalion.
1996 Certificate of Appreciation, for exceptional service and for exceeding job requirement and customer service.
1997 Meritorious Honor Award, for outstanding service.
1997 Certificate of Appreciation, for outstanding support of the Marine Security Guard Battalion.
1997 Cash Award, In recognition of dedication, professionalism and tireless effort in the performance of duties.
1999 Meritorious Honor Award, in recognition of outstanding service.
1999 Certificate of commendation, for outstanding support in the accomplishment of the mission of the Defence Intelligence Agency.
1999 POST FSN of the Year, post employee of the year.
2001 Meritorious Honour Award, for outstanding service.
Memo & Letter of Appreciation
1996 Appreciation letter from Juliet Wurr FSI (Foreign Service Institute) student, for rescuing a diplomat mother from being stuck in her bedroom.
1996 Appreciation letter from Jim Bullock PAO (Public Affairs Officer), for good support in gas explosion crisis.
1996 Appreciation letter from Ambassador Casey, for good support in the benefit show of the handicapped children.
1996 Appreciation letter from a John Franchi FSI (Foreign Service Institute) student, in responding to the emergency flooding crisis.
1997 Appreciation letter from Ambassador Casey for good support during the 4th of July (US Independence Day).
1998 Appreciation letter from David Mraz FMO, for superior service provided during his assignment.
2002 Appreciation letter from SSGT Mehdi Moussa for excellent services provided during his assignment.
2003 Appreciation letter from Mary Jane bushnaq USIS (in providing support in EMB event, Shamvili Recital.
2003 Appreciation letter from LTC Bonney ODC for good team work, provided during his assignment.
Major Achievement
During employment period with the American Embassy
Embassy Employee of the year: Was selected to be the best employee of the year at the American Embassy.
Good performance recognition: Various awards RECEIVED THROUGHOUT my career.
Being in charge of the FLOTUS delegation: the high LEVEL VISIT and Delegation of the united states of America first lady (Hilary Clinton) March 26, 1999.
Being part of the REST team: The REST team (Regional Embassy Support Team), was put together after the bombing in Nairobi and dar salaam, and as a lesson learned the state department had created a rescue team, that will help quickly restore and sustain routine embassy function at any post struck by a widely destructive terrorist attack or other disaster.
During employment period with BG Tunisia
Being in charge of the BG Tunisia new building preparation: the unpredicted company growth has caused as to relocate from one building to another, I was in charge of the whole civil work until the physical move which involved different contractors work, such as network/telephone installation and transfer of the old lines, furniture selection and purchasing and all related preparation work.
The move was very successful and a record in BG group was reached, it was the first asset that accomplished a move on time without any problems.
Several shutdown projects.
Cost Savings 250k USD.
During Employment with OMV
Another successful office move
Upgrade of the OMV accommodation camp that has over 100 people located in the desert improving the accommodation facilities as well as catering
Being the project Manager of the IVMS (In Vehicle Monitoring System) which is a major HSSE project, I had a Successful Completion of the IVMS project (353 vehicles were equipped the monitor)
Cost saving of 3.6M USD between 2013 to 2015
Motivators & Drivers
Challenges
Safe system of work
Dynamic Safe environment
Problem Solving
Team work, spirit and team dynamics
Diversity
Continues improvement
Communication and Feedback
Implementation of set forth procedures and guidelines
Transparency
Also Available upon request
Embassy Yearly evaluation reports
Embassy Nomination for Awards
BG Tunisia Annual Performance Review
Letters of Commendation
PAGE 9
Date: 2017 Page PAGE 3 of NUMPAGES 9
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