Zein Saef
Montreal
Summary
Young Skilled Operations Manager with solid background in enhancing Customer Experience. Demonstrated strong strategic planning ability, leadership skills and process optimization expertise. Proven track record of driving operational success by developing high-performing teams, streamlining processes and improving service delivery standards. Significant contributor to business growth by focusing on customer satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Operations Manager, Customer Experience
The Brick
Laval
06.2024 - Current
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Established performance benchmarks for customer service operations and reported outcomes to senior management.
- Implemented successful business strategies to increase revenue and target new markets.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Service Operations Assistant Manager
The Brick
Montreal
11.2023 - 06.2024
- Developed and implemented processes to improve customer service operations.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Implemented changes to improve operational efficiency while reducing costs.
- Coordinated with the warranty department to process claims and provide customer support.
- Guided department employees on changes from management.
Customer Service Representative
The Brick
Montreal
08.2023 - 11.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Oversaw warranty counseling process to manage expense controls.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided top quality control and eliminated downtime to maximize revenue.
- Collected deposits or payments and arranged for billing.
Cashier Manager
Original Shawarma
Montreal
06.2021 - 05.2023
- Processed payments by totaling purchases; processing checks, cash, credit cards or automatic debits; issuing change or receipts.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
- Performed regular reconciliation of cash drawers to ensure accuracy of funds.
- Recruited and trained new employees to meet job requirements.
Warehouse Worker
Supermarket Amira
Montreal
06.2020 - 05.2021
- Provided assistance in loading and unloading containers from ships and trains.
- Moved large and bulky items manually or with pallet jacks or forklifts.
- Coordinated cargo unloading with other workers to achieve efficient and safe transportation.
- Organized warehouse space for efficient storage of products.
- Reviewed work orders before starting work to determine necessary materials and meet deadlines.
- Checked cargo before transportation and determined if items adhered to proper regulation standards.
Education
Certificate - Business Management
Riverside School Board
Montreal, QC09-2023
High School Diploma -
École Secondaire Evangeline
Montreal, QC06-2023
Skills
- Performance measurement
- Process improvement
- Financial analysis
- Customer service
- Team leadership
- Operational efficiency
- Communication skills
- Cost reduction
Languages
French
First Language
English
Proficient (C2)
C2
Arabic
Proficient (C2)
C2
References
References available upon request.
Timeline
Operations Manager, Customer Experience
The Brick
06.2024 - Current
Service Operations Assistant Manager
The Brick
11.2023 - 06.2024
Customer Service Representative
The Brick
08.2023 - 11.2023
Cashier Manager
Original Shawarma
06.2021 - 05.2023
Warehouse Worker
Supermarket Amira
06.2020 - 05.2021
Certificate - Business Management
Riverside School Board
High School Diploma -
École Secondaire Evangeline