Plan, Co-ordinate and manage operation of the organisation. Ensuring improvement of productivity, efficiency and profitability of departmental and organisational operations through provision of effective methods and strategies. Responsibilities and Duties • Managing the operations department and coordination with the customers to know their requirements from the team. • Key account and operational management of all shipment modes. • Ensuring completion of reports and system updates. • Initiate and conduct monthly business reviews for the business. • Increase operations efficiency and identify areas of improvement. • Business reporting, tracker updates, monitor and track team performance. • Define measurable KPI’s and implement KPI’s for the operations team such as timely billing, customs record update.

Managing operations department of the entire air freight business for the company which includes both import and export business. Handling airfreight projects for the company such as AOG, Ship spares and Exhibitions.Responsibilities and Duties• Development and enhancement of co-operate customers.• Implementation of projects in accordance with customer’s requirement.• Providing training to junior member staffs and ensuring that they perform in accordance to the requirements of company.• Network management and expansion of agency network for better buying power.• Negotiation with airlines and securing contract rates and block space from airlines for the company.• Supervising and ensuring that customer service standards are met by the team and that the customer are happy to support the company with their business.Notable Contributions and Achievements• Responsible for initiating contact and joining the SSF 247 network which is the first network joined by the company.• Brought in various network agents to the company such as Transway and NTG Global.• Proven track record of enquiry confirmations with 80 % success rate thereby increasing revenue for the company.

Generating business for the organisation by securing new customers and handling existing customer's business effectively. Duties involve pricing, dispute management, developing market strategy, coordinating with sales team, worldwide network development, finalizing the payments and generating reports. Responsibilities • Extensive negotiation of rates with the clients and airlines.• Submitting pricing plans and options for key accounts.• Preparing contract rates for premium customers.• Setting the pricing standards for the team to quote customers. Upper limit and lower limit.• Overseeing the operation’s process.• Disputes handling especially ones that require more expertise. • Monitoring of customs activities and ensuring that the customers are informed of the status.• Ensuring that the customs activities are performed in accordance to the Dubai Customs Authority rules and regulations.• Coordination and execution of uniform rules and regulations to ensure that the documentations are as per foreign trade requirements in case of cross trade activities. Notable Contributions• Various MIS reports have been prepared which are being used for understanding the customer requirements and providing solutions accordingly.• Increased the profit of the organization by reducing costs in local transportation and agent rates. • Designed procedures and operation manual for the operations team which is used as a guideline for regular operations as well as training new employees. Achievements• Winner of best performer award in the organization for 2015. • Best performing employee of the year award 2016.• Developed standardized operating practices for various key accounts.• Reduced costs for the organization by implementing various cost reduction techniques. ( Eg: AED 5 / kg from Italy Consol shipments with a weekly tonnage of 10,000 kg min ) • Contributed to customer retention through excellent service.

Merchandising of Furniture ware as per the store layout, customer handling, co-ordinating with operations for replenishment of stocks and re-designing of store layout for seasonal launches for maximum visual impact.Responsibilities• Planning product ranges and preparing sales and stock plans in conjunction with buyers.• Monitoring product availability levels throughout the day and replenish stocks to ensure 100% availability.• Working closely with visual display staff and department heads to decide how goods should be displayed to maximise customer interest and sales.• Planning budgets and presenting sales forecasts and figures for new ranges.• Controlling stock levels based on forecasts for the season.• Imparted training to new employees in store policies, services, financing options, product details and furniture training.• Monitoring slow sellers and taking action to reduce prices or set promotions as necessary.• Delivering high standards of service to customers at customer service desk by assisting in returns and ordering as well as finding a replacement product. • Dealing with escalated complaints and queries efficiently and effectively which includes handling difficult and aggressive customers in a professional manner. • Getting feedback and capturing feedback from customers which is used to improve service and thereby giving customers an enhanced shopping experience. Notable Contributions• Identified an error in the system for providing refunds to credit card customers. The solution suggested was highly appreciated and implemented across all stores UK. • Suggested a process of providing service phones to the Customer Service Executives in order to prevent losses caused by fraudsters.Achievements• Improved the sales of M & S cards thereby increasing the number of loyal customers for the company. • Was selected to undergo training and get accredited for processing credit checks to provide interest free loans to customers.

To plan and carry out direct marketing strategies and sales activities, so as to develop product awareness and launch the product in Sheffield. Notable Contributions• Carried out market research and developed promotion strategies to launch Turbo drinks in Sheffield.• Improved brand awareness by more than 50% within two weeks.• Negotiated with wholesalers and club managers for product placement.• Devised a “Tag and Win” marketing campaign to market the client product through social media.

Handling disputes between CITI bank credit cardholder and the merchant.Responsibilities• Delivering high standards of client and customer satisfaction.• Planning and coordinating team activities, thereby identifying frauds and recovering the loss caused due to disputes between the credit cardholder and merchant.• Improvising policies and procedures, to streamline working and thereby reducing the loss caused to the client (CITI Bank).• Responsible for supervising junior members of staff. Notable Contributions• Prepared process manual to keep track of updates, which is currently in use to train new employees.• Performed an audit of cases, which are a loss to the client and provided solutions for process improvement.• Played a major role in achieving the team target by providing excellent support to other colleagues in the team to achieve their targets.• Developed new and innovative strategies to improve performance of newly recruited team members.Achievements• Consistently maintained productivity above target throughout my tenure.• Handled a high volume of cases with minimum resources and nil escalations relating to the process.• The results generated by auditing cases were highly appreciated by the client and changes were made in the system to ensure that such mistakes can be avoided in future.