Abu Moaz Farooqui
House No R – 311 Sector 15-A/1 Buffer Zone North Nazimabad Karachi
Summary
- Determined Assistant Manager - Operations with success boosting productivity and streamlining procedures for organizations. Focused on smoothly overseeing financial, personnel and operational facets. Expertly balanced targets with resources and optimized long-term success.
- Committed Travel Agency Assistant Manager - Operations with a solid understanding of national and international traveling procedures. Adept at securing deals for individual and corporate clients often with limited notice. Specialize in preparing detailed itineraries for travelers and ensuring pleasant travel experiences.
- I am Corporate Travel Coordinator & Customer Services Professional affiliated with the industry having wide range of experience in delivering best customer & corporate experience. I am able to work on own initiative and as part of team. As a customer services professional I have proven leadership skills involving, managing, developing and motivating teams to achieve their objectives and desired goals. Good analytical, design and problem solving skills and dedicated to maintain high quality standards.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager Operations
Aqua Engineering Pvt Ltd
Karachi
05.2021 - Current
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Evaluated inspection reports and service tickets and prepared repair invoices.
- Supervised operations team to support operational excellence and excellent customer service.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Coordinated with General Manager in different operational issues and promotional activities.
- Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
Assistant Manager - Operations
Travcare Private Limited
Karachi
11.2019 - 03.2020
- Provide assistance to Events/Meeting Planning to negotiate group hotel rates for various departments
- Financial management of CTDA (or assistance with such)
- Analyze travel data within the online booking tools and provide regular reports to management.
- May manage company employees or be responsible for coordinating activities with on- site contractors or outsourced resources providing travel services.
- Develop, maintain, and communicate travel policies, for use by Extra Space Management employees.
- Present proposals and recommendations to management on cost savings initiatives and improved service related to Travel.
- Develop strong internal working relationships with all departments.
Corporate Travel Coordinator
Carlson Wagonlit Travels (Quality Aviation Pvt Ltd)
Karachi
11.2018 - 11.2019
- Identified and implemented new opportunities for process improvement and service management for efficiency, providing superior service.
- Managed budgets, itineraries, room lists, and group flights, as well as individual travel arrangements for staff and up to 300 travelers at once.
- Confirmed bookings and notified clients of insurance, medical, passport, visa and currency requirements.
- Made special arrangements at client's destination for transportation, hotel accommodation, car rental and recreation.
- Collaborated directly with partner organizers in all over the world.
- Provided customer service via phone, e-mail, mass correspondence, and in person as the company representative during tours.
- Proficiently prepared global travel for corporate executives and site staff including last minute changes, including passport and visa processing.
- Managed domestic and international travel arrangements and documentation for corporate sector.
- Developed and maintained close, professional relationships with client and vendors.
- Constructed the right vacation package or business/pleasure trip combination.
Group Travel Coordinator
Oasis Travel Private Limited
Karachi
05.2016 - 05.2018
- Communicate via email and phone with corporate customers.
- An unwavering commitment to customer service with the ability to build
productive relationships, resolve complex issues and win customer loyalty. - Strategic relationship: listen attentively solve problems creatively and use tact and diplomacy to find common ground and achieve win outcomes.
- Communicate directly to the corporate customers regarding their documents and current affairs.
- Information providing visa rates, visa packages, transit times, hotels & tickets.
- Manage upset customers, conflicts and challenging situations.
- Deliver outstanding service, exceed expectations and build long term loyalty.
- Take follow up's with corporate customers.
- Work in teams and in a self-directed environment.
- Process their number of applications / groups & also make sure to successfully submit in consulate / Embassies in Pakistan.
- Take follow up's after submission once customers receive an call from Consulate, Embassies or any other drop box in market then arrange collection the passports / documents from their respective stations.
- Handle out station cases such as Lahore & Islamabad submission in Karachi.
consulates / Embassies.
Senior - Customer Services Officer
Fedex Gerry's International Private Limited
Karachi
01.2011 - 02.2016
- Coordinate with VFS GLOBAL NETWORK via email and phone regarding their visa applications issues and upcoming projects of visa.
- To identify root causes of service failure and use relevant strategies, techniques to rectify through coordination with teams located in different location in Pakistan and provide final closure with proper resolution to customers.
- Executive Escalation Desk: The key purpose of this role is to handle and resolve all critical issues escalated by Higher Management regarding time bound and critical shipments.
- Responding to email queries from customers ranging from routine visa queries to complaints, to Customer Retention.
- Worked as a back office agent handing domain for inquiries including track and trace and general complains.
- Monitoring shipments and coordinating with destination branch for smooth clearance and delivery of the shipments.
- Monitoring Service Levels.
- Handling Follow ups on Critical Issues.
- Responding to inbound telephone enquiries from all Pakistan customers. Inquiries include – information on visa rates, visa packages, transit times to various destinations and package status.
- Ensure that every customer experience is exceptional by displaying extra efforts.
- Handle finance related issues regarding refunds application etc.
- Always in touch with Islamabad office for Queries and latest Information regarding the visa application.
- To ensure passports and documents should be delivery as per company SOPs.
- Handle Incoming passports & documents from Consulate and Embassies in Islamabad.
- Frequently traveler all over the Pakistan to look after the other stations.
Education
Bachelors of Commerce - Accounting
University of Karachi
Karachi, Sindh.12.2015
High School Diploma -
Jinnah Polytechnic Institute
Karachi, Sindh05.2010
School - Matriculation
New National Paradise Academy
Karachi, Sindh.01.2007
Skills
- Operations management
- Hotel operations and management
- Business operations understanding
- Business Development
- Consulting
- Staff supervision
- Negotiation
- Budgeting
Certification
- Online VFS Certified - For successfully completing the VFS Global Anti-Corruption Regulation E-Learning Module in Fedex Gerry's International Pvt Ltd - Jul 2015.
- Awarded as Star Employee of the month for commitment and Outstanding Performance in Fedex Gerry's International Pvt Ltd - Jul 2015.
Languages
Urdu
Native language
English
Upper intermediate
B2
Timeline
Assistant Manager Operations
Aqua Engineering Pvt Ltd
05.2021 - Current
Assistant Manager - Operations
Travcare Private Limited
11.2019 - 03.2020
Corporate Travel Coordinator
Carlson Wagonlit Travels (Quality Aviation Pvt Ltd)
11.2018 - 11.2019
Group Travel Coordinator
Oasis Travel Private Limited
05.2016 - 05.2018
Senior - Customer Services Officer
Fedex Gerry's International Private Limited
01.2011 - 02.2016
Bachelors of Commerce - Accounting
University of Karachi
High School Diploma -
Jinnah Polytechnic Institute
School - Matriculation
New National Paradise Academy