Customer Service Manager
Resume:
EXECUTIVE PROFILE - IMRAZ ANIFF
OBJECTIVE
To drive in a senior executive management position in a company with global presence that utilizes the 30 years of
experience in car hire logistics and management.
CAREER PROFILE
With 30 years of operational experience of having successfully managed all aspects of a large car rental network.
Well versed in recruiting, training and managing staff; managing the company budget; establishing and monitoring
productivity goals; implementing automated operational systems; and leading cross-functional teams. Proven
leadership skills, result oriented work and have been known to deliver.
MANAGEMENT PHILOSOPHY:
I believe that every area of business ought to be actively involved in providing customer delight. I always strive to
make every work place my ideal work environment where our people actively seek improvements and where
systems and processes support and drive initiative. My team should be able to work without fear, within a culture
that encourages pride in both personal and organizational accomplishments.
Profile Summary:
Qualified & experienced procurement / purchasing management professional with over 27 years of
progressive work exposure in Sri Lanka & UAE.
Highly proficient in MS Office applications,
Capability to lead, manages, motivate and supervise a team of professionals and deal independently with
local and international clientele.
A dedicated Management Professional with proven expertise in managing operations in computerized
environment.
Highly motivated and dedicated team leader who has ability to build strong relationships with senior
management, high net worth clients, suppliers, automotive dealerships and colleagues.
Possess excellent analytical, problem solving, sourcing, market research, coordination, negotiation,
business administration, communication, interpersonal, and organizational skills.
EXPERIENCE
GENERAL MANAGER –LANE CAR RENTALS (www.lanerac.com)
Since 2013 to date
Lane Car Rentals specializes in luxury car rental segment comprising a fleet of 15 vehicles sports, luxury and exotic
with a team of 6 members.
PRIME RESPONSIBILITES
Reporting to CEO for the monthly management meetings and balance sheet submission.
Forwarded a proposed business plan outlining the strategy in operations and business development with
proper fleet size of market demand.
Trained employees on proper working methods and employee relation
Upgraded the company website to ensure more traffic from optimization.
Controlled and monitored the day to day operations via reports.
Efficient cost control and debt management to ensure profit.
Designed special operation procedure for the company.
Developed and communicated vision at expectation levels to unit members, relating them to corporate
visions and strategic direction.
Defined and developed unit member roles, responsibilities and accountabilities.
Provided tools needed for the business unit t accomplish objectives.
Consistently provided feedback and communication to unit members related to company business unit
performance.
Empowered unit members to make decisions based on established criteria
Assessed individual business and technical performance using results based on measures.
Provided training and development opportunities whenever needed.
Ensured operational compliance with best practice and quality assurances standards
Coordinated between business unit members and other units to eradicate obstacles for effective working
performance and success in good harmony.
Coordinated with business unit managers to address outstanding and achieved overall company goals and
objectives.
Applied business unit policies, practices and procedures.
Making operational decisions needed to achieve business results.
Presented business results and initiatives to CEO.
Developed and managed the budget process.
DIRECTOR OPERATIONS
BRAVO LUXURY CAR RENTALS, Dubai UAE, 2011 – to 2013 (www.bravorentacardubai.com)
SUMMARY
Managed and supervised the operation of the establishments; to ensure that the highest standards are achieved
and maintained in accordance with standard and company policies. Ensure the company is positioned well in terms
of exposure and brand.
PRIMARY RESPONSIBILITES
Reporting to Chairman through Managing Director
Controlling, monitoring the day to day operations
Ensuring that all financial targets are met with regards to:- Budget
Cost Control; Profit and Debtor Management;
Maintaining customer satisfaction as per set targets
To ensure that the business is operated to the highest standards in line with the mission statement and
values
Responsibility for the day to day operation to standards.
Ensuring that all departments operate within agreed budgets and achieve agreed targets
Ensuring the successful executive tasks are carried out to the expectation and value to the customer
Implemented systems for reviewing all operating costs to ensure that they are consistently in line with
focused revenue in conjunction with the Chief Financial Officer.
Monitoring customer feedback and ensure that in conjunction with the Heads of Department we are
addressing service issues and constantly developing standards in line with customers needs and Brand
Values
Ensure each department operates in compliance with all legal requirements
To ensure H.R procedures are followed in each department.
To pro-actively develop subordinates.
Ensure that all agreed control procedures are followed through in each department
Conduct appraisals for all direct reports on a bi-annual basis
Maintained objectives in line with business and brand objectives and values, and ensured H.O.D’s carried
out appraisals with the teams
Ensured that yield management is actively practiced to ensure the optimum revenue from the product
I was successful in obtaining contracts through international corporate clients
Branding and positioning of the company to achieve maximum exposure locally and internationally.
Successfully signed joint ventures with International Car Rentals companies such as Europcar Dubai, etc to
name a few to market our high end products which are not listed in their category of fleet, luxury hotels,
and travel agents.
Successfully carried out barter deals in terms of marketing and advertising which was cost effective to the
marketing budget.
Networked and maintained excellent relationships with recognized entrepreneurs, Royal Delegations,
CEO’s, President’s, Owners of high yield corporate companies.
EXPERIENCE
EXECUTIVE MANAGER (www.parklanerental.com)
Parklane Group, Sheikh Zayed, Dubai UAE, 2008 – to 2011
SUMMARY
Provided leadership to position the company at the forefront of the industry.
Developed a strategic plan to advance the company's mission and objectives and to promote revenue,
profitability and growth as an organization.
Overseeing company operations to insure production efficiency, quality, service, and cost-effective
management of resources.
PRIMARY RESPONSIBILITIES
Develop a strategic plan to advance the company's mission and objectives and to promote revenue,
profitability, and growth as an organization.
Oversee company operations to insure production efficiency, quality, service, and cost-effective
management of resources.
Plan, develop, and implemented strategies for generating resources and/or revenues for the company.
Approving company operational procedures, policies, and standards.
Evaluated performance of executives for compliance with established policies and objectives of the
company and contributions in attaining objectives.
Promoted the company through advertising and personal appearances at conferences and exhibitions
Promote the company to local, regional, national, and international constituencies.
Directed company planning and policy-making committees.
EXPERIENCE
CHIEF EXECUTIVE OFFICER (www.excellencerental.com)
Excellence Luxury Car Rentals (Investinc Group, Sheikh Zayed, Dubai UAE,
2006 – to 2008.
PRIMARY RESPONSIBILITIES
Responsible for the complete set up, and strategic planning for the formation of new company.
Adopt company operational procedures, policies, and standards.
Responsible for key recruitment and ensuring winner’s in my team.
Promoted the company through media, advertising and marketing.
Built key corporate contacts and won major contracts for the company
Direct company planning and policy-making.
EXPERIENCE
GENERAL MANAGER
Exclusive Luxury Car Rentals, Sheikh Zayed, Dubai UAE, 2004 – to 2006.
PRIMARY RESPONSIBILITIES
Direct and coordinate activities of businesses.
Managed staff, preparing work schedules and assigning specific duties.
Establish and implement departmental policies, goals, objectives, and procedures.
Determined staffing requirements, and interview, hire and train new employees, or oversee those
personnel processes.
Monitoring businesses to ensure that they efficiently and effectively provide needed services while
staying within budgetary limits
Oversee activities directly related to providing services.
Direct and coordinate organization's financial and budget activities to fund operations, maximize
investments, and increase efficiency.
Perform sales work such as greeting and assisting customers.
Developed and implemented product marketing strategies including advertising campaigns and sales
promotions.
Plan and direct activities such as sales promotions, coordinating with other department heads as
required.
Directed and coordinated activities of businesses or departments concerned with the operation.
Managed staff, preparing work schedules and assigning specific duties, reviewed financial statements,
sales and activity reports, and other performance data to measure productivity and goal achievement and
to determine areas needing cost reduction and program improvement.
Established and implement departmental policies, goals, objectives, and procedures, conferring with
board members, organization officials, and staff members as necessary.
Determined staffing requirements, interview, Employee and train new candidates, and monitored those
personnel processes.
Monitored businesses and agencies to ensure that they efficiently and effectively provide needed services
while staying within budgetary limits.
Directed and coordinate organization's financial and budget activities to fund operations, maximize
investments, and increase efficiency.
Developed and implement product marketing strategies including advertising campaigns and sales
promotions.
EXPERIENCE (www.sapo.com)
OPERATIONS MANAGER
SAPO Luxury Car Rentals, Sheikh Zayed, Dubai UAE, 1992 – to 2004
PRIMARY RESPONSIBILITIES
Reporting directly to the owner (Mr. Samaha)
Responsible for ensuring that effective methods are put into place so that the company of employment
runs to its maximum productivity.
Handling the logistics of the organization, preparing budgets, and overseeing the supervision of
employees.
Harnessed an excellent working environment which encouraged team work, energy and creativity
through strong leadership and excellent problem-solving skills and maintained excellent communication
skills, and team building.
Quick decision maker and fast forwarding think tank
Provided feedback, training, and other team development exercises to the front desk customer service, I
also ensured that the staff members I recruited are quality and customer oriented. They had to work hard
to ensure client satisfaction and maintain consistent growth in revenue.
Provided in house and on the job training
Particular in employee answering phones which had to be responded within three rings in crisp, clear,
tune. In essence which will give the comfort of the caller that he/ she is communicating with a
professional company and has product knowledge.
Conducted office management tasks
Implemented measure to provide motivation for employees
Overseeing customer service departments and assess that they are meeting customer satisfaction goals
Preparing, staff schedules, roster and submit reports, budgets and other documentation
Dialogue with clientele about customer service issues or queries
Communicated information to the departments filtered for management
Performed training sessions on product and services
Implemented quality management and regulatory compliance strategies
Reviewed customer reviews and customer related statistics
As a part of the pioneering concept I exploited Dubai to achieve maximum exposure in terms of barter
deals and brand management in way of Exhibitions, concerts, and events.
I was not a clock watcher but a loyal employee who desired to earn the maximum growth to the company
and thereby even though I surpassed my official timings I on daily basis would visit the Dubai Airport Kiosk
and supervise the customer service and offered assistance and support whenever they lacked in service.
I was awarded a certificate of Merit from His Highness Sheikh Ahmed Bin Saeed Al Maktoum
EXPERIENCE (www.europcardubai.com)
CUSTOMER SERVICE REPRESENTATIVE
EUROPCAR DUBAI, Sheikh Zayed, Dubai UAE, 1990 – to 1992
EXPERIENCE (http://www.abanstours.lk/
TRANSPORT MANAGER
EUROPCAR SRI LANKA, Albans Tours, 498 Galle Road Colombo 3, 1984 – to 1990
KEY COMPETENCIES
Critical thinking and problem solving skills
Planning and organizing
Decision-making
Communication skills
Persuasiveness
Influencing and leading
Delegation
Team work
Negotiation
Conflict management
Adaptability
Stress tolerance
Adapt the operations
SKILLS
• Strong organizational skills
• Be able to multitask
• Be able to use computer applications effectively
• Having prior experience in operational management
• Efficiently communicate both verbally and in written form
• Having leadership and supervisory skills
• Having interpersonal skills
• Being able to work with teams
• Being able to coordinate with other departments
• Excellent project, planning, change and time management capabilities
• Being cordial and professional
• Being innovative
• Have excellent judgment and decision making skills
PRESS RELEASES
http://www.thenational.ae/business/industry-insights/the-life/bling-on-four-wheels-for-rent-
in-dubai
PERSONAL PROFILE
st
Date of Birth : 21 April 1967
Nationality : Sri Lankan
Martial Status : Married
Visa Status : Transferable
Contact : 050 - 8701485
REFEREES : Mr Georges Samaha
Chairman
: Sapo Luxury Services
: Athens, Greece
; www.sapo.com
: Dr. Kaiser Rafiq
Principal Advisor/ General Authorized
: Office of His Royal Highness
Sheikh Butti Bin Suhail Al Maktoum
: Dubai, UAE
: royalemiratesgroup.ae
: +971**-******* (mobile)
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