Muhammad Arslan Zafar
Rawalpindi
Summary
Reliable Administrative Manager with strengths in organising schedules and managing payrolls. Personable with strong communication skills. Ability to prioritise and keep calm under pressure.
Overview
17
17
years of professional experience
Work History
Admin Manager
Pakistan Properties
05.2022 - Current
- Managed office staff, overseeing hiring, training, and performance evaluations to enhance team capabilities.
- Handled budgeting and expense tracking, implementing cost control measures to maintain financial efficiency.
- Created and enforced new policies and procedures to improve operational efficiency.
- Oversee daily administrative operations and ensure smooth workflow
- Ensure proper documentation, record-keeping, and compliance
- Coordinate meetings, events, and executive travel
- Maintain office supplies and supervise facilities (maintenance & security)
- Act as liaison between departments and external stakeholders
- Manage vendors and negotiate contracts
- Supported senior management by preparing reports and identifying process improvements to streamline operations.
Concierge Supervisor – City Walk Dubai
Meraas Dubai Holdings
Dubai
06.2017 - 05.2020
- Oversaw end-to-end concierge operations, ensuring high-quality service delivery
- Led and managed a team of 100+ concierge agents across multiple service points
- Monitored KPIs and SLAs to ensure team performance met service targets
- Acted as escalation point for complex client issues and ensured timely resolution
- Resolved complaints and coordinated service recovery, maintaining strong VIP client relationships
- Trained, coached, and developed staff through performance management and onboarding
- Increased revenue through upselling and strategic partnerships in concierge bookings
- Coordinated with internal departments and external vendors for seamless operations
- Managed large-scale operational initiatives to optimise service delivery
- Improved processes to enhance efficiency and customer experience
- Managed CRM reporting, service tracking, and documentation
Concierge
TRANSGUARD GROUP
06.2016 - 05.2017
- Achieved excellent client satisfaction by delivering exceptional and attentive service.
- Handled guest requests and queries with utmost professionalism, resolving issues promptly to maintain positive guest experiences.
- Handled reception phone calls to answer questions, resolve complaints and redirect calls.
- Prepared daily activity reports, highlighting concierge interactions, guest feedback, and operational challenges for management review.
- Stayed up-to-date on events and services to provide guests with relevant, local knowledge.
- Safeguarded guest information by adhering to data privacy regulations.
- Facilitated communication between hotel departments to address guest needs, coordinating housekeeping, maintenance, and room service effectively.
Customer Service Officer
Kingdom Security Limited
London
01.2011 - 01.2013
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
- Identified customer needs by listening attentively and connecting to relevant departments or personnel.
- Negotiated solutions to customer issues, balancing customer satisfaction with company policy and profitability.
- Developed rapport with customers quickly to identify needs and provide solutions.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
Customer Service Officer
Zong CMPak Ltd
01.2009 - 01.2011
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
- Identified customer needs by listening attentively and connecting to relevant departments or personnel.
- Resolved complex customer complaints by analysing situations and offering practical solutions, enhancing overall satisfaction.
- Providing customer support in customer service center in Zong (CCMC).
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
Education
Nebosh - International General Certification - Health & Safety
National Energy Management Consultants
Dubai, UAE01-2016
Masters - English Literature and Linguistics
NUML
Islamabad, Pakistan01-2009
Bachelor of Arts - ARTS
University of The Punjab
01-2005
Skills
- Office administration
- Budget management
- Vendor management
- Policy implementation
- Data analysis
- Documentation management
- Meeting coordination
- Customer relationship management
- Staff training
- Team leadership
- Administrative procedures
Timeline
Admin Manager
Pakistan Properties
05.2022 - Current
Concierge Supervisor – City Walk Dubai
Meraas Dubai Holdings
06.2017 - 05.2020
Concierge
TRANSGUARD GROUP
06.2016 - 05.2017
Customer Service Officer
Kingdom Security Limited
01.2011 - 01.2013
Customer Service Officer
Zong CMPak Ltd
01.2009 - 01.2011
Nebosh - International General Certification - Health & Safety
National Energy Management Consultants
Masters - English Literature and Linguistics
NUML
Bachelor of Arts - ARTS
University of The Punjab