Customer Service Manager

MOHAMED ELSUNNI

Dubai, UAE

Email: *******.****@*****.***

Mobile: +971-**-*******

Nationality: Croatian, MS: Married, YOB: 1976

CAREER OBJECTIVE

A senior level management position with an established organization in the

fields of Services, Transportation Management, Executive Administrative and

Business Development.

CAREER SUMMARY

Top class General Operation Manager with over 15 years of experience

managing a profitable branch operation consistent with company standards in

the areas of developing new business through an active new program,

customer service, agent productivity, profitability, and operating

procedures. Huge experience in all aspects of travel industry operations,

destination management sales, personnel training & management, establishing

& maintaining key client accounts, increasing revenues, ensuring quality

customer service, coordinating special promotions, utilizing referrals, and

related marketing activities. Proven ability to improve operations, impact

business growth and maximizing profits through achievements in finance

management, cost reduction, internal control, and productivity/efficiency

improvements. Highly Successful in planning, and developing the public

transport network functions and activities including depot operations

management and personnel resources. Identify solutions, policies,

procedures, and define operation control Management system to be

implemented. Monitoring all facets of daily operations, which included

client cultivation & solicitation, sales & marketing, risk management,

Investment management, staff management, cost & budget management, and

fleet management. A team leader who has a proven track record in managing a

highly commercial operation in a fast-paced environment. Take pride in

ability to effectively combine corporate objectives and values with

personal & professional goals & work ethics.

. Airline Operation Management

. Service & Productivity Improvement

. Team Leadership / Team Building

. Training program implementation

. Organizational Development

. Performance Improvements

. Operational Planning

. Business Development

. Employee & Management Retention

. Strategic & Mission Planning

EMPLOYMENT EXPERIENCE

BRYOCY GENERAL TRADING LLC - September 2012 to Present

General Manager

* Responsibilities:

Managed this small-owned business from startup.

Provision of financial consultancy to clients requiring utilizing financial

instruments (BG's, Insurance, act.)

Link buyers with legitimate suppliers for provision of refined oil

products, wheat, reinforced steel, I.T equipment's & Security Systems etc.

Increases management's effectiveness by recruiting, selecting, orienting,

training, coaching, counseling, and disciplining managers; communicating

values, strategies, and objectives; assigning accountabilities; planning,

monitoring, and appraising job results; developing incentives; developing a

climate for offering information and opinions; providing educational

opportunities.

Develops strategic plan by studying technological and financial

opportunities; presenting assumptions; recommending objectives.

Accomplishes subsidiary objectives by establishing plans, budgets, and

results measurements; allocating resources; reviewing progress; making mid-

course corrections.

Builds company image by collaborating with customers, government, community

organizations, and employees; enforcing ethical business practices.

Maintains quality service by establishing and enforcing organization

standards.

International Organization for Migratiom (IOM) Sudan, Khartoum - July 2011

to Sep 2012

Operations Officer

* Responsibilities:

Plan and implement transportation strategies and movement plans related to

the orderly movement of South Sudanese from Khartoum to various locations

in South Sudan.

Develop and maintain a positive working relationship with IOM partners

including UNHCR, UNICEF, INGOs and government officials with whom the

operations unit is cooperating.

Be responsible for developing contracts with transport contractors in

accordance with movement plans. Negotiate with transport providers to

ensure low cost, effective, convenient and safe transport of IDPs.

Be responsible for review, adjustment and endorsement of bills and invoices

from transport contractors and airlines prior to payment.

Be responsible for internal coordination of movement actions with IOM Sudan

colleagues, IOM South Sudan colleagues and other IOM units/departments as

appropriate.

Support new initiatives under the movement programme. Identify and

implement measures to maintain a high level of integrity in the programme.

Supervise operational staff and provide training as required. Provide

logistical support to other entities involved in the operation, as

requested.

Ensure that transporters, airline companies and operational contractors,

national security, airport and other responsible authorities are advised on

all movements under IOM auspices.

Ensure sufficient security measures for IOM movement operations are in

place in coordination with the IOM Security Focal Point and government

authorities, taking into consideration UN Security Phase, UNDSS advice.

Ensure proper usage of existing carriers/flights/agreements based on the

Movement Management Manual and IOM SOPs.

Negotiate, prepare and analyze travel projections in order to foresee

movement trends and plans.

Be responsible for the compilation of accurate movement statistics.

International Organization for Migratiom (IOM), Sudan, Khartoum - Nov 2010

to of June 2011

Elections Officer

* Responsibilities:

Assist in setting up an IOM OCV liaison unit in Khartoum by maintaining

constructive working relationship with the diplomatic community,

international and national assistance providers, and program partners.

Coordinate the financial monitoring of the grantees in close collaboration

with the financial unit of IOM Sudan.

Supervise and oversee grants' disbursement and monitoring of grantees'

activities and reporting were applicable.

Organize the logistics of the trainings sessions for implementing partners

as specified in project documents. Coordinate preparation of training

curricula on project management and financial reporting, and as per

specific project requirements, for implementing partners. Supervise the

realization of such training programs.

Support compiling all required project reports, routine and exceptional,

and donor required reports.

Monitor the grants dispersal and administration system for NGOs and CBOs,

implementing voter education activities in North Sudan.

Support in the implementation of the activities' monitoring system in

Southern Sudan.

Prepare for & facilitate workshops, trainings, seminars, forums & other

events for grants recipients & other beneficiaries across North Sudan.

Provide administrative & logistical support to the Core Team of the EU

Mission. Support will include office setup, recruitment of national staff,

vehicles & office space & equipment. Support field visits for mission,

including the organization of security clearances, permits and travels.

International Organization for Migratiom (IOM), Sudan, Khartoum - Sep 2010

to October 2010

Program Officer

* Responsibilities:

Work closely with OCHA and the RCSO office to finalize the State

Humanitarian Action Plan (SHAP).

Coordinate with the State Commissioner (SC) and SSRRC state focal point the

final dates for conducting the SHAP workshop in 5 states.

Facilitate the SHAP workshop in 3 states including logistical support (2

days workshop).

Fill in the County Profile form for each county with in 3 states.

Fill in the information needed for the 8 sectors identified as the main

humanitarian needs.

Fill in and finalize the State Action Plan in close coordination with OCHA

and the RCSO States office.

Coordinate with OCHA and the RCSO state offices the finalization of Sector

Plan of Action.

Coordinate with the State Commissioner, OCHA and the RCSO State offices the

finalization of State Action Plan and submit the final draft to OCHA office

in Juba.

International Organization for Migratiom (IOM), Sudan, Khartoum - 2010

February 2010 to May 2010

Liaison Officer

* Responsibilities:

Assess provincial hubs (Kassala, Gedaref, Port Sudan, Ed Damer, Atbara &

Northern "Dongola") to eventually provide additional logistical back up and

assess potential security and logistical issues prior LTO deployment.

Liaise with local authorities in all provincial capitals and some

districts.

Monitor closely the logistical aspects with LTO and STO support and the

security situation at provincial level; this may involve constant travels

to districts other than the place of residence.

Brief observers operating in the area of responsibility, maintain regular

contact and provide adequate logistics and security support, to allow

observers to concentrate on their primary responsibility.

Report to the Security expert, to the Deputy Operations Expert and the Core

Team, on the security & logistical conditions, on a daily basis, the

possibility of deployment of the observers and possible evacuation in case

of problems.

Advise the Security expert about the security conditions on a daily base,

the possibility of deployment of the observers and possible evacuation in

case of problem.

Coordinate security with other international entities present at provincial

level.

Coordinate with local host country's authorities (police, army, civil

society, MPs, mayors and other elected persons).

Provide sufficient information to allow the security and operations expert

to establish contingency plans regarding crisis evacuation or medical

evacuation.

Participate to the security reporting system based on observers on the

field.

Ensure security training and test-driving for drivers (anti-kidnapping or

anti-ambushes procedures, convoy procedures) while drivers have been hired

a provincial capitals (Central and Northern regions).

Supervise the installation and des-installation vehicle tracking system at

provincial capitals in central and northern region.

OTHER ASSIGNMENTS

Gitech Investment Company LTD. - August 2009 to January 2010

< Projects Consultant

International Organization for Migratiom (IOM) - February 2009 to July 2009

< Logistics Assistant

International Organization for Migratiom (IOM) - June 2008 to February 2009

< Registration Assistant

Ashraf Telecommunications Company Ltd. - May 2007 to May 2008

< Deputy General Manager

Khartoum International Community School (KICS) - September 2005 to April

2007

< Operations Manager

Embassy of the Republic Of Kenya - January 2005 to September 2005

< Commercial Officer

Fast Trading Group, Doha, State of Qatar - April 2003 to July 2004

< Marketing and Sales Manager

Management Development Center (MDC) - April 2002 to January 2003

< Marketing and Sales Manager

United Nations Children's Fund (UNICEF) - November 2001 to March 2002

< Database Consultant for Integrated Area - Based Programme

United Nations Children's Fund (UNICEF) - August 2001 to October 2001

< Database Consultant for Information, Communication & Advocacy Section

(ICA)

WIN. Tech Engineering Business - October 1999 to October 2000

< Software Engineer and Programmer

EDUCATION & CREDENTIAL

Faculty of Applied Sciences and Computer, Omdurman Ahlia University - 2009

< Bachelor of Computer Science & Software Engineering

TRAINING AND COURSES

V Training Of Trainer's (TOT) - Management Development Center (Mdc)

V Forwarding & Clearing Implementation (Logistics Section) - Top Care

Co. Ltd International Forwarder & Aviation Service

V Administration, Marketing Planning, and Implementation - PT. KHAIL

UTAMA JAYA (Export - Import & General Trade)

V South & West Darfur IDP's Registration Project Management Planning -

South Darfur, Sudan February 2009

V Project Management Capacity Building Training Session - UNDP,

Khartoum, Sudan, October 2010

V Voter Education & Information Campaign Administration of Grants Scheme

to Civil Society - UNDP, Juba, Jan 2011

IMPORTANT WORKSHOPS ATTENDED

o CFCI/CFVI Annual Review Workshop organized by UNICEF, 2001. Khartoum,

Judiciary Club

o Conflict Analysis Workshop organized by UNICEF, 2002, Khartoum,

Sudanese Communication Academy

SPECIAL SKILLS

. Computer & IT - Microsoft Office (Word, PowerPoint) / Windows (7,

Vista, XP)

. Language- English - Fluent / Arabic - English / Croatian - Native

. Other Skills -

- Professional user of personal computers with excellent knowledge of

the following programmes: MS DOS, Windows & Windows NT operating

environment, Office & SQL Server.

- Familiar with UN-NGOs Rules and Regulations, particularly returns,

registration, migration operations, poverty, environment and planning.

- Human resources management.

- Experience in interpersonal communication and teamwork with

counterparts.

PROFESSIONAL REFERENCES

o Available upon request[pic]

Contact this candidate