Shoaib Masood
Milton,ON
Summary
With over 10+ years of professional experience in management, marketing, and customer services across diverse industries, including hospitality, retail, and planning, I bring a wealth of expertise to any organization. Throughout my career, I have consistently demonstrated the ability to lead teams, optimize operational efficiency, and drive sales growth through strategic marketing initiatives. Skills in staff training, performance management, and enhancing client satisfaction consistently exceed expectations. Adept at problem-solving, fostering cross-functional collaboration, and ensuring compliance with industry standards to achieve business objectives. Extensive experience in team leadership, operational management, and customer service excellence. Utilize strategic planning and problem-solving skills to enhance team productivity and service quality. Track record showcases ability to foster a collaborative and adaptable workplace environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant Manager
Novotel Hotel Vaughan
05.2021 - 04.2024
- Oversaw staff management at Novotel Hotel Vaughan, ensuring operational efficiency and achieving targets within specified periods
- Conducted regular team meetings and room inspections, ensuring compliance with health and safety protocols
- Led recruitment, training, and staff scheduling, fostering a positive work environment and high employee morale
- Monitored employee performance, providing constructive feedback and leading performance improvement initiatives
- Facilitated new employee onboarding and training programs, aligning with company standards and policies
- Improved operational efficiency by overseeing daily laundry operations and staff management.
- Coordinated schedules and shifts for seamless workflow and increased productivity.
- Maintained consistent communication with team members, ensuring clarity and understanding of roles and responsibilities
- Proofread all documentation related to staff management and training, ensuring accuracy and professionalism
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality, and service expectations..
Customer Relations Manager and Technician
Carlcare Services
03.2019 - 02.2021
- Led branch operations and managed a team of technicians, ensuring efficient troubleshooting and repair of handheld phones, resulting in a 20% increase in customer satisfaction
- Diagnosed and resolved complex hardware and software issues, leveraging strong technical expertise to minimize device downtime and enhance service quality
- Utilized CRM and ticketing systems to manage technical support requests, streamlining processes and improving response times by 15%.
- Maintained a calm and composed demeanor under pressure, managing multiple tasks with diligence and ensuring high-quality service delivery
- Exhibited strong time management and flexibility, consistently meeting deadlines and adapting to changing priorities
- Implemented training programs for staff, enhancing their technical skills and improving overall team performance
- Ensured error-free and professional communication in all customer interactions, avoiding technical jargon for better understanding
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within proper timeframes, and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Managed department call volume of [Number] daily calls and coordinated department schedules to maximize coverage during peak hours.
- Created training guides and in-person and online training courses to improve customer user experience in [Software] environment.
Warehouse Manager
Shami Freight System Pvt. Ltd.
04.2017 - 03.2019
- Strategically planned, executed, and analyzed regional marketing campaigns, delivering comprehensive performance reports and data-driven insights to enhance marketing effectiveness
- Ensured client satisfaction by identifying customer needs and serving as the primary liaison between departments, with a focus on optimizing import/export operations
- Coordinated cross-departmental efforts in warehouse to streamline communication and improve operational efficiency, resulting in a 15% increase in campaign success rates
- Developed and maintained strong client relationships, consistently maintained a clear and concise communication style, avoiding industry jargon to ensure understanding across all levels of the organization
- Proofread all marketing materials and reports, ensuring they were error-free and professionally presented
Warehouse Supervisor
Luminor Fans Ltd.
02.2014 - 04.2017
- Boosted revenue by optimizing sales training programs and analyzing purchasing trends, leading to enhanced merchandising strategies and improved sales performance
- Managed warehouse operations, inventory control, and cross-merchandising, consistently achieving profitability and margin targets
- Collaborated with vendors to ensure timely product ordering and efficient inventory management, reducing stockouts and improving customer satisfaction
- Developed and implemented strategic marketing initiatives relevant to Luminor Fans Ltd.'s goals, resulting in a 15% increase in market share
- Led a team of sales associates, providing training and support to enhance their skills and performance, contributing to a 20% increase in team productivity
- Conducted market research to identify emerging trends and customer preferences, informing product development and marketing strategies
Cell phone Technician
G-Five Mobile International
01.2012 - 02.2014
- Addressed customer inquiries with precision and efficiency, ensuring an elevated level of customer satisfaction and loyalty
- Resolved product and service issues promptly, maintaining updated customer account information to enhance service quality
- Provided tailored product recommendations, aligning solutions with customer needs and preferences to boost sales
- Followed up on resolutions to ensure complete customer satisfaction and foster long-term relationships
- Compiled and analyzed customer feedback, contributing to service improvements and product development strategies
- Maintained consistency in communication, avoiding technical
Retail Store Manager
Trendz Mart
02.2009 - 03.2012
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Diploma - HVAC & Gas technician
Stanford Collage
Bachelors - Business Fundamentals
AIOU
Skills
- Effective Communication
- Active Listening Skills
- Critical Thinking for Problem Resolution
- Focused Listening Ability
- Consistent Patience
- In-Depth Product Knowledge
- Team Leadership
- Strong Financial Understanding
- Operational Efficiency Oversight
- Marketing Expertise
- Client Relationship Management
- Crisis Management
- Cultural Competence
- Effective Time Management
- Diligence
- Time Management
- Team Management
- Inventory Management
- Quality Control
- Customer Support Expertise
- Cash Management
- Team leadership
- Decision-making
- Analytical Problem-Solving
- Client Relationship Management
- Customer service
- Money handling
Accomplishments
- Supervised a team of 26 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved exceptional reviews from customers.
Certification
- Cell phone Software and hardware technician
- Computer and Cell phone Repairing
- Microsoft Office: Word, Excel, PowerPoint
- CPR and first Aid
- Licensed Security guard
Languages
English
Urdu
Punjabi
Hindi
Best customer relationship officer
A great Customer Relationship Officer (CRO) excels in communication, problem-solving, and customer service. They build strong customer relationships, handle complaints efficiently, and ensure customer satisfaction. A top CRO is proactive, empathetic, and detail-oriented, using data analysis to improve customer experiences and drive brand loyalty.
Timeline
Assistant Manager
Novotel Hotel Vaughan
05.2021 - 04.2024
Customer Relations Manager and Technician
Carlcare Services
03.2019 - 02.2021
Warehouse Manager
Shami Freight System Pvt. Ltd.
04.2017 - 03.2019
Warehouse Supervisor
Luminor Fans Ltd.
02.2014 - 04.2017
Cell phone Technician
G-Five Mobile International
01.2012 - 02.2014
Retail Store Manager
Trendz Mart
02.2009 - 03.2012
Bachelors - Business Fundamentals
AIOU
Diploma - HVAC & Gas technician
Stanford Collage
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