Customer Service Operations Management
Resume:
Resume of Iqbaal A K
IQBAL AZIZ KHICHADI
Mobile: +919********* +918*********
E-Mail: ***********@*****.*** ***********@*****.***
Senior Level Assignments
Sales and Operations Management ~ Customer Relationship Management ~ Logistical management ~ Accounts and Finance
PROFESSIONAL PROFILE .
Senior Executive offering 26 years of strong, decisive executive leadership in well - established organizations.
An accomplished professional who has successfully diverse facets including Hard Core Sales, Backend Operations, Accounts and Finance, Risk Management, Customer Service, Legal and Compliance, Admin and Support, Technology, New Branch Setup and Human Resource Department.
Have substantial experience in managing services to meet operational and business objectives, inclusive of growth and margin targets. Proven record of handling projects requiring smooth & seamless relocation of Business Processes. With significant experience in managing process & ensuring conformity to the preset process/quality parameters, possess skills in conducting various training sessions for enhancing the performance and quality of service.
An ambassador of Change with the distinction of successful business process re-structuring, implementation of business solutions in organizations within preset budgets and deadlines. Excellent communication and people management skills that have been honed through managing multi skilled teams.
Core competencies entail:
Operations Management: Conceiving/implementing term plans for achievement of process objectives. Administering operations and leading teams for excelling business targets & service
delivery metrics.
Exploring potential business avenues & managing operations for achieving increased business growth & initiating development efforts. Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation.
Overseeing a team of managers involved in setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality)/CTP (Critical to Process) targets and planning for the process. Providing high quality Operational Support to improve overall customer satisfaction; managing respective section and ensuring that instructions are processed as per the service levels.
Process Management:Mapping business requirements and coordinating in developing andimplementing processes in line with the pre-set guidelines. Analyzing the data and providing the information that helps in overall growth of the organization. Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
-2-
Team Management: Recruiting, mentoring & monitoring the performance of team members,
assessing quality of work and ensuring efficiency in process operations & meeting of targets. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
CAREER HIGHLIGHTS .
DUBAI STAR CONSTRUCTION & GENERAL MAINTENANCE, DUBAI, U.A.E.
From 01 / 2013 to 10/2016
As Senior Accounts Executive, Sales and Purchase
The Accountabilities;
1) Accounts, Banking and Payables
2) Purchase, Supply Chain and Sales
3) Management of logistical requirements of the company
2) SHAKTI SHIPPING INTERNATIONAL, INDIA
From 07 / 2008 to 12 / 2012
As Manager for Supervision of Sales and Logistics
The Accountabilities:
1) In Charge at the Ship Breaking Yard /Facility.
2) Authorized for Clearing and handling all legal Government office procedures.(P.R.O. duties)
3) Handling a team of 75-100 skilled and unskilled laborers.
4) Marketing the daily production at the facility and providing Customer services
5) Handling and maintaining Accounts
6) Logistics and chain supply co-ordination.
7) Identification, short listing & appointment of right Vendors & Service Delivery Partners.
8) Ensuring smooth and uninterrupted sales and operations being conducted as per set guide lines.
9) Interfacing with other support areas such as product controllers, corporate treasury and operation
3) YOUSIF ADAM BUILDING MAINTENANCE (L.L.C.), U.A.E.
From 08 / 2003 – to – 04 / 2008
SUPERVISION MANAGER
The Accountabilities:
1) Recruiting, managing and monitoring the required numbers of work force on contract basis to ensure efficiency in process operations.
2) Making logistical arraignments for the transfer of the temporary manpower to the designated work sites of the company employees.
3) Cross checking the progress reports submitted by the site foremen and supervising the quantity and the quality of the finished product on day to day basis.
4) Conducting surprise checks during odd and working hours, on the workers
5) Maintaining the company accounts and handling PRO duties
-3-
6) Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to enhance their operational efficiency leading to increased productivity.
7) Supervising customer service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving issues, ensuring minimum TAT.
8) Preparing and reviewing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.
The Attainments:
1) The Palm Jumeirah, project site Kokache building no’s 7 & 8, main sub contractor Bin Belialah Beladin FZE, sub contractor Sirji Construction L L C, Sarjah 2) Bin M Husain Bldg, Naïf, near Naïf police station, main contractor Dubai Star Construction, Dubai Villas at 1) Al Warqa, 2)Al Khaweneej, 3)Mizhar and 4)Nadd Al Ham mar. Main contractor DUBAI STAR Construction
4) SHALIMAR CLOTHES STORES.(INDIA)
Marketing/Sales & Merchandising (+partnership in firm), from October 1999 –April 2003
The Accountabilities:
1) Purchasing the materials from various destinations and keeping the stocks full.
2) Arranging the window displays and shelves, and counter sales.
3) Negotiating with customers purchasing in bulk.( Customer Service )
4) Collection of payments and balance of goods from the same.
5) Managing and maintaining the account records and stock books
5) E.H. MARINE ENTERPRISE.(INDIA)
Supervision Manager & Logistics Co-ordinater. From June 1992 -August 1999.
The Accountabilities:
1) Managing and supervising the laborers at the boat building site.
2) Making arrangements for the transfer of the workers.
3) Moving of heavy lumber and keeping track of the supplies, availability for the continued flow of work.
4) Surveying the market for competitive and comprehensive prices for products needed.
5) And handling the ship chandelling by supplying and constantly up keeping the provisions of the ship stores, consisting of food stuff and grains, diesel, oil and fresh water and engine spares for the vessels owned by the company
6) ROYAL SWEETS (BOMBAY HALWA)
Sales Person (part time). from September 1987 to December 1990
The Accountabilities:
Counter Sales of the dairy and non dairy sweets at the sweet mart and customer service, cas
-4-
CERTIFICATIONS .
Diploma in Tally accounting systems, 2012, Jamnagar - India
ACADEMIC .
S S C
H S C
B A
EXTRA CURRICULAR ACTIVITIES .
Represented as 1) School Athletics team Captain
2) School Swimming team Captain
SOFTWARE USED .
MS-OFFICE, Tally, Tally ERP9. Internet Browsing
PERSONAL DETAILS .
Nationality : Indian
Civil Status : Married
Religion : Islam
Gender : Male
Passport no : H 9220941(valid up to 01/2020)
Date of Birth : 14th September 1962
Address : Ajanta Apartments, 101 ‘C’,
: Ground Floor Flat No 1,
: Opp Panchwati College,
: Panchwati Society,
: Jamnagar, 361002
: Gujarat, INDIA
Driving Licences : Valid U.A E. Drivers Licence (L.V. Auto, Valid upto 2024)
: Valid Indian National Drivers Licence (L.V.)
Refrences : Avialable on request
Contact this candidate