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Manager Customer Service

Rawdat Al Khail, Qatar
December 26, 2019

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Anwar Abdool (Al) Moolla

974-***-***** E:

Doha, Qatar 12345



Accomplished and creative Executive possessing multifaceted experience and proven ability to re-energize and restructure organizations, develop strategic initiatives and capture emerging business opportunities. Results-oriented, decisive leader adept at forging lucrative relationships with key partners, vendors and clients. Recognized for turning around struggling company operations to achieve sustained growth. As a proactive business professional with 20yrs of diverse Top Management experience at reputed, regional and global presence corporate organizations, I am looking towards my next successful chapter along with a team who deliver the organization's visions and objectives.


Program development, planning &


Research & Procedure reviewing

Risk mitigation, Negotiation Skills

& Performance Analysis

Business Framework, Strategic

Planning & impact analysis

Organization, Profile and revenue-

generating strategies

Multiple languages proficiency

Effective communication and

interpersonal skills

Statistical and operational


Accuracy and attention to detail

Customer Service Excellence


DIRECTOR 10/2017 to 10/2019

Qatari Investors Group PLC Doha, Qatar

Developed multi-year strategy that encompassed holistic approach to securing business revenue in multiple sectors

Analyzed current business plan, identified inefficiencies in existing processes and tracked performance implementation of improvements

Directed business activities, sales and operations of area(s) within scope of responsibility and assured their alignment to overall strategy of company

Attend events and exhibitions to expand company's network and maintain relationships with existing and potential partners/clients

Achieved 35% revenue increase in 2018 fiscal year and 25% above target till June 2019

Developed annual business plans in line with approved policies and strategies for area(s) within scope of responsibility

Negotiated contracts with vendors so as to benefit company and maintain cashflow

Fostered a results-oriented and customer-focused environment delivering premium customer service and achieving optimal customer satisfaction and loyalty

Researched competitive solutions and maintained competitive market comparisons and evaluations


Surpassed revenue targets by 35% set for 2018.

Record number PO's received from 1st Jan '19 - 30th June '19. Increased Technology Systems Sales from almost zero in 2017 to multimillion levels in 2018 by applying strategic proposal techniques & client relationship in a tough economy.

Restructured operations to be more efficient and handover projects prior to milestone dates for early invoicing and cash-flow. Developed and supervised staff by providing orientation, training, support and direction.

Established 24/7/365 Customer Service Desk to support all business verticals. Initiated all business processes for ISO IMS (9001/14001/45001) Certification. Group Committee Member for Supply Chain, Websites Development & FM Assessment of Vendors/Contractors (Hard & Soft Competencies). GENERAL MANAGER 03/2008 to 10/2017

G4S Qatar WLL Doha, Qatar

Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service

Managed budget implementations, employee reviews, training, schedules and contract negotiations

Organized budgets, oversaw P&l and achieved margin targets consistently to stay on track with growth plans

Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries

Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability

Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions

Reviewed performance data to monitor and measure productivity, goal progress and activity levels

Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency

Improved brand awareness by monitoring all marketing campaigns and fostering membership acquisitions and business development

Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets


Awarded and delivered over 4000 projects during my tenure. Ensured that all set targets and KPI's were achieved as per area(s) of responsibility.

Improved overall Sales by another 25% through effective client relationship from Projects & Operations Teams.

PROJECTS MANAGER - AIRPORTS & GOVERNMENT 10/2006 to 02/2008 Lansafe Pty Ltd Johannesburg, South Africa

Operated with high integrity, built trust and earned sustained credibility with internal and external clientele

Improved quality processes for increased efficiency and effectiveness

Maintained regular contact with clients and identified opportunities to deliver added value to client relationships

Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness

Reduced costs by researching and implementing cost-saving initiatives and creating fresh new approaches to long-standing problems

Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision

Generated new business leads through direct customer engagement, deploying inbound and outbound marketing tactics and developing and optimizing informative content

Developed and executed targeted relationship and account development strategy

Developed and executed go-to-market plans and facilitated internal organizational readiness

Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from ongoing contracts & services, protecting company reputation and loyal client base

Attended weekly meetings with Airport Top Management, South African Police (Airport) and Interpol, to review any critical & extremely confidential matters


Managed all Projects, Operations, Security, Network Infrastructure, 24/7 Customer Service/Support for Electronic Integrated Security Systems (EISS) at airport.

Committee Member for Sales activities and opportunities across Southern Africa.

Prime responsibility was OR Tambo Intl Airport (ORTIA) & Government Buildings.

Management of Maintenance Contracts, Renewals and identify new opportunities.

Advising and implementation of security solutions and techniques in Aviation, Military, Law Enforcement and Commercial sectors.

MANAGEMENT 10/1997 to 06/2006

Multiple Corporate Organizations Johannesburg, Doha & Dubai, RSA, Qatar, UAE

Inspire FZ LLC, partner of Datapulse UK - Regional Technical Manager covering 5 Countries in GCC Region

Imtac LLC, a subsidiary of Regent Group Oman - Head of Security Technology Business Unit & Startup covering UAE & Oman

Intervid Technologies FZ LLC, UAE - Technical & Projects Manager for 4 Countries in GCC Region

Doha Security International - Technical Manager Qatar

Telenor IT, Broadband Services & Satellite Tracking - Regional Technical Ops Manager for Africa & Middle East

Telematrix Telematics - Snr Specialist Engineer/Supervisor Achievements

Helped business managers keep operations running smoothly, increase revenue and optimize processes to capitalize on industry changes

Worked alongside senior team members to learn all related job tasks and roles

Mentored, coached and trained over 100 manager-in-training team members to achieve organizational goals and sustain corporate objectives

Increased overall team efficiency and productivity

Conducted employee performance reviews to identify areas for training, provide feedback and set goals for improvement

Assessed projected business demands and maintained adequate employee coverage

Decreased costs by negotiating with vendors and suppliers for better prices

Streamlined efficiency, reduced labor hours and boosted profitability to optimize overall productivity

Standardized policies to maintain compliance with company guidelines and regulatory requirements

Spearheaded reinventions of various departments to maximize productivity

Developed new promotional strategies to increase customer base and market share, promoting latest technology & services through diverse channels


MBA Business Administration And Management 2013

Sheffield University, UK

Bachelors Electrical Engineering Electrical Engineering 1985 ML Sultan, South Africa



Increased sales by 35% - 40% over a 6-month period whilst ensuring excellent ROI.

Consistently surpassed targets for 6 consecutive months and the fiscal years at the last 3 organizations.

Boosted overall business revenue by introducing latest technology accompanied by strategic pricing methodology.

Record number of PO's received from 1st Jan 2019 - 30th June 2019. Resolved product issue through consumer testing.


Promoted multiple times for delivering outstanding performance and have consistently surpassed my target KPI's in all verticals. Directed and administered multi-million contracts providing Xray Detection Systems at Hamad International Airport, Custom & Ports. Secured strategic and exclusive business alliance for Stadium Technology and was awarded a WC2022 Stadium for multiple systems. Improved Sales from almost zero to a multi-million levels by ensuring compliance in line with the local regulations.

Awarded & Delivered successful projects value of QAR+300M in the financial sector, QAR+150M Government Sector, QAR+200M in

the Hospitality & other sectors during extremely successful years in Qatar. Voted Employee of the Yr in many of the past organizations.



Director - Qatari Investors Group (QIG) PLC

Job Purpose:

To pioneer and lead the formulation and implementation of effective policies, strategies & plans that are aligned with QIG's strategic direction for the area(s) within the scope of responsibility; and exert leadership on the organizations under the area(s) assuring that they are embracing QIG's values, working within the sector's approved policies, strategies & plans, and consistently delivering profitability and sustainable growth with continual commitment to excellence innovation, and best practice.

A very detailed JD can be sent across upon request.

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