•Demonstrated expertise in overseeing security control room operations, ensuring the safety of personnel and assets in the network•Supervised and managed a team of security controllers ensuring efficient operations and adherence to safety & security protocols. •Experienced in monitoring and responding to security alarms, emergencies, and incident•Collaborated with other departments/stakeholder's to identify and implement measures to enhance security and mitigate risks•Respond to emergency in coordination with emergency services, civil defense, ambulance services, police, NCC, emergency response team etc.•Keep monitoring KPI's of the subcontractor by following the contractually requirement •Conducted regular audits and inspections to ensure compliance with security procedures and regulations.•Developed and implemented training programs to enhance Security Controllers' skills and improve overall performance.•Trained and mentored security controllers on best practices and emergency response protocol

• Preparing Crowd and event plans for event station, ensure the plans are implemented well and understood by staff • Preparation of command and control plans, setting up command suite to operate event • Procurement of crowd management equipment’s. Ensure availability of Station equipment and signage as per the crowd plan • Engaging and building partnerships and relationships with stakeholders in the events industry to improve the ability to execute its corporate goals and strategic objectives• Preparation of training material for crowd event plan to present external bodies and for brief to event staff and volunteers /ambassadors etc.• Act as station 'silver command' (or assist the station Silver) during the event• Coordinate with different department to get progress report and ensure its align with project time line • Coordination with government bodies to get event plan and strategy • Ensuring staff competence, training and staff knowledge- for RKH/Volunteers• Conducting station event test cases and drills, involving internal and external bodies, acting as test case manager • Stakeholder liaison with external partners such as MOI, SCDL, malls, Mowasalat, QTP etc.• Ensure events will operate safely and efficiently• Ensuring stations are fit for purpose daily, taking in to account the affected stations that day• Planning suitable stations resource for event and other affected locations across the line• Prepare and coordinate with AFC team for station fare media strategyKey Highlights•Received participation & appreciation certificate from SCDL (Supreme Committee for Delivery & Legacy) for extraordinary contribution for making success to FIFA Arub Cup 2021 tournament.

• Managing customer service operations for rendering and achieving quality services; Investigation of customer complaint, ensuring to resolve customer complaints within TAT, Strategic thinking & implementation to reduce customer complaint• Mentoring Customer Experience Stations staff deployed at station during the shift (Approx. 50 in shift), Individual responsibility for three cluster stations as wello Ensuring that customers receive the best information and customer service from all field staff, o Meeting all Operator Key Performance Requirements (KPR’s) through management of the teams,o Preparing & reviewing Sop’s for customer experience. Updating new changes in Sop’s & prepare briefing to staffo Functioning as a “Test Case Manager” for service demonstration and participating in test cases as ‘’assessor and observer”o Managing absenteeism of staff and ensure adequate workforce in every shift through coordination with planning teamo Implementing/preparing plan for crowd management, Incident and accident management• Management of lost & found process, ensuring station team are securing & delivering items as per the set process • Managing stations emergency, ensuring safety & security of customers during emergency, minimal inconvenience, alternate service availability, liaise with ICC for train service update and prepare post emergency lesson learnt report and submit and share with the team• Conducting quality checks, competence assessment, renewal of assessment and other required training and assessment• Monitoring equipment failure tracker shared by station master and coordinate with fault controller to rectify if exceeding TATKey Highlights• Completed and awarded as “Train the Trainer” training (HABC - Highfield) - Highfield Awarding Body for Compliance Middle East and Asia- Doha (Qatar).• Completed “Competence Assessment Assessor” Qualification” – City & Guilds –United Kingdom (UK)

• Entrusted with the responsibility of handling ticket selling, customer complains lost and found, crowd management & AFC system management at assigned station responsible for day-to-day smooth operation of my assigned station from every corner, expertise in crowd management on daily basis.• Instrumental in regular briefing to station staff for any updates also ensured training and competency of staff.• Efficiently managed internal & external audit at station, ensured sure station was fallowing all the process as per the SOP’s & not having NC (non-compliance) in any process.• Played a key role in managing KPI’s & ensured to meet all the KPI’s as per the set standard by client.• Key player in maintaining different report like, daily sales report, revenue reconciliation, AFC fault report etc. • Articulated strategy for managing coordination between external bodies like Police, Ambulance & Fire brigade in case of emergency. Recognized as a key contributor in ensuring zero percent safety & security breach at assigned station.• Contributed strategic inputs in managing incident report, make sure station team is sharing incident report in required format with necessary information & investigation.• Played a vital role in revenue reconciliation, make sure station team is reporting accurate sales data to reconciliation team as per system generated report at end of every shift & business day, make ensuring deposited sales amount to cash collection agency without any discrepancy. Conducted audit frequently to insure any inaccuracy in cash. • Worked closely with Manager, HO & other station for adequate availability of stock, float money, work force & for other operational requirement on daily basis.Key Highlights• Awarded as “Wall of fame” in Aug 2017 for exemplary effort during critical situation

• Ensured adherence to service quality norms and standards to provide effective service and achieved maximum client satisfaction.• Responsible for increasing sales revenues, exceeding targeted goals, developing profitable & productive business relationships and built an extensive client base with distinction of achieving revenue targets.• Implemented strategies for business development expand market share for achievement of revenue.• Strategized & implemented long-term organization goals to ensure maximum profitability in line with organizational objectives. Key Highlights• Credential of receiving ‘’Pillar of Success’’ award (March 2012)• Recognized as the “Employee of the Month” (Jan 2013)

• Responsible for planning and conceptualizing various strategies to achieve business goals for sales and marketing and aimed towards the growth in business volumes as well as profitability in order to achieve the set targets.• Maintained healthy business relations with customer, enhanced customer satisfaction matrices by achieving delivery and service quality norms.• Responsible for selling time-share product - International & Domestic Holidays Package, Club Membership and Premium Gym Membership. Managed a team of five sales executive, assisted in their sales target and generated revenue to justify their salary & incentive.Key Highlights• Awarded as a ‘’Employee of the month’’ for the month of Jan 2009, and March 2010.