Operations Manager Customer Service

Hamza Khiery

**** ***** ***** ******* **** Washington, MD 20744

Phone: +1-571-***-****- E-mail: *****.******@*****.***

Profile:

Skilled Operations Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty, with more than 19 years of management experience in Transportation & Parking industries. Applies strong analytical and critical thinking skills to solve complex operational problems. Develop plan, conduct audits and variance analyses, process payroll and maintain/update accurate inventories

Education:

ITT – Technical Institute, Project management & Administration 2013 -2015

ITT – Technical Institute, CDD Computer Drafting &Design 2010 – 2013

Technical Skills:

Operating System: MS Windows XP, MS Windows 7, Software, Autodesk AutoCAD, Autodesk Revit Architecture, Autodesk Inventor, Autodesk Civil 3D, Autodesk 3ds Max, Adobe Photoshop, MS Word, Excel, Power Point, Access, Project and QuickBooks.

Experience:

Ace Parking; Washington DC: Washington DC Jan 2023 – Jan 2024

Oversee day to day valet operations for Omni Shoreham Hotel, Hilton National Mall and the Westin City Center Hotel. Provides senior leadership to ensure a smooth running operation by guaranteeing that all staff employees are performing their job functions in an efficient manner. Strategic hands on leader delivering top-flight customer service to clients. Specific areas of responsibility include employee development, implementation, and oversight of policies and procedures, employee relations, training, facility marketing, cash control procedures, and safe money handling practices.

Evolution parking and Guest Services: Arlington VA 2022 – present

Duties: Establishes and implements short- and long-range organizational goals, objectives, strategic plans, policies, and operating procedures; monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement.

Self Employed: Washington DC 2014 – 2022

Professional Driver:

Duties: Transportation and Delivery

Anacostia Taxi Cab LLC: Washington DC 2010 to 2015

Leading and motivating the entire transport team and responsible for looking after 25 vehicles which run on a 24 hour basis on call out of hours and at weekends.

Duties:

In charge of the day to day operations of the transport department.

Efficiently managing a team of drivers and vehicles.

Responsible for all of the dispatching, routing, and tracking of delivery vehicles.

Ensuring company compliance of all transport policies, legislation and procedures.

Managing, monitoring and developing a team of drivers and line managers.

Involved in strategic development and strategy making.

Being the first point of contact for all drivers.

Making sure that all transport fleet vehicles are properly maintained and serviced.

Arranging for the induction and training off all new staff.

Regularly liaising with the delivery manager to ensure a smooth running .

Developing and nurturing customer relationships.

Maintaining accurate administrative records.

Organizing vehicle checks.

Identifying operational issues, potential problems and opportunities.

Resolving and managing queries and complaints courteously and efficiently.

Appraising staff performance and also taking disciplinary measures when required.

Ensuring all site and customer objectives are achieved.

Professional Parking Inc. One Union Pl, Hartford, CT 061**-****-****

Provides senior leadership to ensure a smooth running operation by guaranteeing that all staff employees are performing their job functions in an efficient manner. Strategic hands on leader delivering top-flight customer service to clients. Specific areas of responsibility include employee development, implementation, and oversight of policies and procedures, employee relations, training, facility marketing, cash control procedures, and safe money handling practices.

Duties:

Regularly involved in the enhancement and implementation of process and program efficiencies through-out the organization.

Supervise cashier relations with clients to ensure complaints, disagreements or misunderstandings are resolved diplomatically.

Supervise the quality of work for all employees to ensure all work tasks and assignments are performed efficiently, effectively and with utmost customer service.

Monitor office audits of daily cashier reports to ensure proper sales totals are reported and recorded on time.

Handle general accounting duties such as accounts payable, payroll, petty cash, and budgeting.

Hired and trained managers and other staff personnel

Assisted in developing and overseeing the annual budget

Monitored the revenue control system

Coordinated system & equipment maintenance for parking operation

Participated in collective bargaining negotiations

Manages staff and assigns tasks to employees involved with day-to-day operation and maintenance

Receives and responds to calls from regarding parking restrictions

Prepares annual operational budget for parking facilities

Performs other related duties, including department emergency response, as assigned by the Director

Supervised teams of valet parking staff in multiple locations in San Francisco and Oakland

Improved teamwork skills by concentrating on accomplishing goals

Provided exemplary customer service; liaised with guests at functions; troubleshoot situations

Accomplishments:

Promoted to Regional Manager Position by Professional Parking Inc.

Received annual bonuses 8 years in a row due to increased revenue

Increased Professional Parking accounts in California

Decreased claims and revenue lost by 80%

Made Anacostia Cab Company one of the leading company

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