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Manager Customer Service

Dubai, Dubai, United Arab Emirates
April 26, 2016

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Nationality: British

GCC Driving License Holder

Contact : 009**-**-***-****

Executive Profile: Manager – Operations.

Executive Summary :

A highly motivated & driven professional, with a successful and proven track record, in the manpower security industry, as a Security Management Professional, specializing in managing operations and client relationships.

With a career spanning over 20 years, in the security industry, having worked in civil defense, manpower security, health & safety, loss & prevention, inflight services in United Kingdom & GCC, he currently manages over 1,000 security guards, maintaining and managing the security services offered to high net worth, corporate business owners and decision makers. His passion for travel, has led him to travel across the globe, making him culturally rich, highly adaptable and always ready to get the best of every situation.

Professional Objective:

To work in an esteemed establishment, offering my knowledge & experience to achieve the goals of the organization. I am willing to unlearn and adapt to new ideas, to excel and achieve success.

Key Skills :

Sound communications skills, team management & empowerment, client servicing and management, problem solving and solution providing, site survey, analysis and security consultancy.

Professional Achievements:

1.Certificate of commendation and merit from West Yorkshire Police – 1998, while working as, Police Constable & Agent Provocateur.

2.Increased staff strength of Al Safeer Security Services from 38 to 138 in 6 months in 2014.

3.Was recognized for completing company set objectives in less than 3 months of joining Bahrain Marina Club and

promoted to Head of Security from Security Manager, in 2013.

Work experience:

Al Safeer Security Services & Al Qaqaa Security Services - Dubai Operations & Client Relationship Manager: Aug 2014- Present

Reporting to CEO

Managing the operations, recruitment, training, performance, development & management of security team.

Maintaining client relations, ensuring client satisfaction.

Achieved company’s goal to increase security personnel from 38 to 138 in a span of 6 months from joining.

Contracts preparation and management.

New business introduction and development.

Liaising with other department heads and preparing & submitting reports, regularly.

Bahrain Marina Club - Bahrain Head of Security & Duty Manager: Jan 2013 – Jan 14.

Reporting to Board of Directors

Joined as Security Manager to achieve the objective of upgrading and revamping the security system of the club.

Successfully completed the upgrade and revamp process of complete security of the club, in less than 3 months.

Promoted as Head of Security. Managed the security of club.

Worked as Duty Manager in addition to security management & development.

Managed contract of suppliers for various supplies.

Trained security personnel in first aid, Taekwondo, Evacuation drills, Fire drills, etc.

Onsite accident investigation & management.

Liaised with other departments on a daily basis, as well as police and coast guards.

Submitted weekly reports and attended board of director meetings.

Significant Achievements – Introduced CCTV cameras for 24/7 security surveillance

Introduced protocols related to accidents & incidents

Forum Legal Services: UK Claims Advisor: Aug 2011 – Nov 2012

Reporting to Owner

Worked as Claims Advisor.

Offered assistance to owner & clients on legal documents relating to criminal injury and property law.

Assisted clients for arbitration or dispute resolution.

Thomas Cook Airlines: UK Cabin Crew Manager: Jan 2009 – July 2011

Reporting to Ground Manager

Worked as Cabin Crew Manager.

Supervised cabin crew and sales onboard to achieve the targeted sales.

Ensured the cabin crew complied with all safety and security procedures

Assessed cabin crew for competency, took appropriate action when deficiencies were identified, including remedial training.

Managed inflight services and customer feedback including complaints.

Responsible for health & safety of passengers and crew onboard.

Work experience (contd):

Home Assistance UK Ltd: UK Claims Advisor: Sept 2008 – Jan 2009

Reporting to Claims Manager

Worked as Claims Advisor and assisted Claims Manager & policy holders.

Investigated accidents, loss and undertaking.

Liaised with police, medical, technical staff and internally to acquire relevant information.

Provided advice on making a claim and the processes involved.

Negotiated & executed a settlement with claimants or legal representatives.

Contacted trades-people from a network of approved professionals to arrange repairs on the policyholder's properties.

Excel Airways: UK Cabin Crew: Apr 2006 – Sept 2008

Reporting to Ground Manager

Worked as Cabin Crew.

Provided Inflight crew service to passengers.

Performed emergency checks and carried out safety procedures.

Administered first aid.

Achieved sales targets for duty free goods.

West Yorkshire Police Force: UK Police Constable & Agent Provocateur: Dec 1994 – Mar 2006

Reporting to Duty Inspector – Sergeant

Joined as Police Constable & Agent Provocateur.

Responsible to enforce law and order in the county

Gathered, recorded and analyzed intelligence to achieve community safety & crime reduction objectives.

Provided crime prevention advice.

Conducted arrests & prepared crime reports and presented case files to senior officers and the Crown Prosecution Service (CPS).

Police Interview Trained (PEACE) interviewing suspects, victims and witnesses in accordance to police guidelines

Worked & liaised with community groups and individuals

Managed Family Business as Manager from 1986 to 1994 named Ahmed’s Newsagent in the UK.


Bachelor of Arts Degree, 1990.

Secondary High School Education : Oulder Hill Community School, UK, 1983-1986.

Redbrook Middle School, UK, 1980 – 1983.

Certificates and training courses:

DPS training certificate - UAE 2014.

IATA Training - EU OPS & JAR OPS trained on (aircrafts Boeing 757-300/200, 737-800,757-200,767-300/200, Airbus A330/A321/A320) – UK 2006.

Customer Service Training – UK (Thomas Cook Airlines – 2006)

Police Training (Self Defense, Narcotics, Criminal Law, Weapons -W.Y.P) UK – 1994.

Self-defense training- Judo, Taekwondo, handcuff restraints, side handle baton (PR24) restraints.

Security Adviser (West Yorkshire Police)

PEACE Interviewing (West Yorkshire Police)

Agent Provocateur (West Yorkshire Police)

Advanced Motor Driver (West Yorkshire Police)

Security & Loss Prevention Officer ( West Yorkshire Police)

Additional Skills :

Business development & management

Strategy planning and implementation

Managing contracts and suppliers.

Health & safety, security application & management

Investigating Theft & Loss

Maintaining company policies and procedures.

Conflict resolution and mediation & service recovery

Crisis and disaster management

Human behavior analysis & application of knowledge for desired results.

Operating knowledge of internet/Microsoft Office.

Yours sincerely,

Farhan Maqbool.

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