Manager Employee Relations

Nazgul Alieva

MANAGER PROFILE

A SPA professional with 12 years extensive experience in Beauty Industry in UAE. Knowledge and experience includes: Operations, Training, Sales, Procurement, Stock Planning, Team Management and Quality Assurance.

Has successfully worked in companies such as: Medglam Trading LLC, Reflection Hair & Beauty Center, Tips & Toes Beauty and Spa LLC, and Franck Provost Paris with outstanding accomplishments and achievements

CIBTEC certified Spa Manager

Management Experience 10 years: Operations, Sales, and Employee Relations.

PROFESSIONAL EXPERIENCE

Operations Manager – March 2018 to present. Set up the general trading company with the activity of distributing cosmetic products in Middle East, managed registration process and all type of formalities.

Negotiated and handled all the process from ordering the goods from vendors to the distribution process

Managed Stock Control, Forecast on purchase and sales, Controlling delivery processes, Stock keeping etc.

Identified the market needs as well the competitors SWOT analyses, set the prices and target for the company

Designed and implemented a strategic sales plan that expands company’s customer base and ensure it’s strong presence

Managed recruiting, objectives setting, coaching and performance monitoring of the employees

Organized company booth at Beauty World Exhibition 2018 and Dubai Derma 2019

Organized successfully PMU Congress Dubai 2019

Operations Manager – June 2017 to March 2018. Re-branding of the salon, new website development and market analyses, assess the services, products and employee’s performances.

Planning and consulting on fit out/changes for renovation of the salon.

Bringing new skin care line, and tied up with more attractive retail products.

Recruiting exceptional professionals to maintain salon standards

Set new policies on operational procedures, schedules, services and stock control and inventory

Quality Control Manager –December 2014 to September 2015

Devised and established a company’s quality procedures, standards and specifications (SOP). Assessed customer requirements and ensuring that customer satisfactions are met, gathering data through customer comments cards, comments on website and the daily communication forms. Set customer service standards by identifying weak areas through Mystery shopper program.

Effectively implemented quality process and controlled into all operational processes, leading to best performance and reliability in daily activities across 25 branches.

Developed Mystery Shopper Program which increased client satisfaction from 80% to 95%

Maximized training hours and improved the training standards by implementing SOP procedures

Monitored performance by gathering relevant data and producing statistical reports

Planned, conducted and monitored testing and inspection of products to ensure quality

Operations Manager –March 2013 to July 2014

Managed the overall day-to-day operations of 23 branches with 900 staff members. Ensuring consistent and profitable growth in sales through the overall leadership of operations. Assist the General Manager to identify new opportunities for growth and on projects to promote business, its focus on preliminary stages of planning and the expansion plans.

Managed schedules, staffing, leaves, movements or rotation of the staff. Set yearly budget of hiring staff, was responsible for interviewing and training

Established and managed programs for: coaching, appraisal, and training of staff

Managed & balanced inventory, supply orders & schedule demand

Co-managed to set up 3 new SPA locations from layout up to ordering goods, staff hiring and trainings

Handled monthly spa promotions and assisted in developing new marketing concepts and treatments

In collaboration with General Manager formulated sales policies, practices, and procedures

Oversaw overall financial management, planning, systems and controls

Performed target setting and revenue forecasting. Profit increased by 30% during one year

Spa Operations Manager –October 2011 to March 2013

Responsible for 2 Spa Centers and 1 Nail Haven in Abu Dhabi, and 1 Spa centre in Al Ain.

Implemented quality standards to meet client’s needs and satisfaction

Identified weak areas of branches and made improvements by putting strategic planning and training

Executed specific initiatives of planning, marketing, cost-control, staff training, employee relations and guest satisfaction

Targeted local clientele: planned and executed all local marketing, PR, and promotional events

Led cooperative team of administrative, retail and technical staff to continuously exceed retail sales, service sales, marketing and guest service goals. Exceeded sales of previous year by 40%

Improved and maximized booking system

Spa Manager Khalifa City “A” branch – May 2009 to October 2011

Co-managed pre-opening and opening of Day SPA in Khalifa City”A” (Abu Dhabi)

Operated a 20,000 square foot (5 villas) that included Nail, Hair, Spa and Fitness facilities

Managed staff of 120 which consist of Nail Technicians, Massage Therapists, Beauticians, Hair stylists, Spa Attendants and Supervisors/Front desk staff

Generated minimum of 15 million dirhams in revenue per year

Collaborated with Marketing team to seek opportunities to increase sales

Contributed to develop new service offerings & seasonal promotions which significantly increased revenue

Introduced commission structure for spa staff, establishing financial incentives which improved team performance

As a result: awarded for best spa manager

Spa Manager Al Khaleej Al Arabi branch – March 2008 to May 2009

Co-managed pre-opening and opening of first Day SPA of Tips & Toes in Al Khaleej Al Arabi (Abu Dhabi)

Managed staff of 60 which consist of Nail Technicians, Massage Therapists, Beauticians, Hair stylists, Spa Attendants and Supervisors/Front desk staff

Researched and wrote spa menu and manual including all service protocols & compliance standards

Cooperated with project team on fit out and designing (concept) of the spa

Successfully developed, marketed & conducted promotional events to client base

Exceeded sales revenue target by 120% for the first year of opening

Client-coordinator – March 2006 – March 2008

Responsible for any and all duties related to salon coordination

Organized and maintained appointment schedule into the future for colors, cuts, waxing, nail services, massages and facials

Trained new employees on all salon policies and procedures

Pulled and delivered revenue reports, inventory management and salon scheduling

Handled all opening and closing store procedures including high level cash handling

Answered phone calls while handling walk-ins and existing appointments

Handled high conflict customer service ensuring 100% customer satisfaction and easing customer tension

EDUCATION AND TRAINING

Kyrgyz National University

Certified Specialist in Linguistics (5 years Diploma)

September 1994 to June 1999

SPA Management Course in Cleopatra School (Dubai)

May 2008 to July 2008

SPA Management and Development Courses in Chiva-Som International Academy (Thailand)

January 2012 to February 2012

“5-Star Customer Service-The Next Level” Course in the Emirates Academy (Dubai)

January 2013

Financial Awareness for Non-Financial Person in Spearhead Training (Dubai) July 2013

Retail Management for SPAS – Online Course (American Hotel & Lodging Educational Institute)

May 2014

Dubai Address: Manhattan Building, Apartment 1307

Jumeirah Village Circle, Dubai UAE

Nationality: Kyrgyz

Email: ************@*****.*** Mobile: 009***********

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