Summary
Overview
Work History
Education
Skills
Interests
Traveling
Timeline
Generic
Zaheer Riaz

Zaheer Riaz

Operational Manager
Lahore

Summary

With a proven track record at Ferotek, I excel in operations management and problem-solving, enhancing operational efficiency and customer satisfaction. My leadership has fostered team cohesion and skill development, significantly boosting performance outcomes. Expert in data analysis and staff training, I drive continuous improvement and maintain strong client relationships.

Overview

16
16
years of professional experience
2
2
Languages

Work History

Operations Manager

Ferotek
Lahore , PB
11.2021 - Current
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Developed and maintained relationships with external vendors and suppliers.

Floor Manager

Ferotek
03.2019 - 11.2021
  • Managed team of 70 employees to maintain smooth-running operations of shop floor.
  • Developed staff scheduling plans that ensured adequate coverage during peak hours without compromising on service quality.
  • Enhanced team performance through regular training, mentoring, and constructive feedback.
  • Boosted employee morale by recognizing outstanding performances, resulting in higher productivity levels.
  • Ensured compliance with safety regulations, maintaining a clean and hazard-free environment for staff and customers.
  • Evaluated staff performance regularly to identify areas for improvement or commendation.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Implemented energy-saving measures, reducing operational costs while promoting environmental responsibility.
  • Led by example, demonstrating strong work ethic and commitment to excellence.
  • Facilitated team meetings to communicate targets and gather input on operational improvements.
  • Fostered culture of teamwork and cooperation, leading to more harmonious work environment.

Team Lead

Ferotek
01.2017 - 03.2019
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Assisted in recruitment to build team of top performers.

Team Coordinator

Jazz
01.2012 - 12.2016
  • Supervised 15 co-workers.
  • Served as a liaison between management and team members to address concerns and facilitate problem-solving initiatives.
  • Worked with customer service to handle escalated customer issues.
  • Developed strong relationships with cross-functional teams, facilitating collaborative efforts towards shared goals.
  • Directed weekly status meetings with agenda-setting, note-taking, and follow-up action items to ensure alignment among all stakeholders involved in ongoing projects.
  • Implemented performance tracking systems to monitor individual progress and identify areas for improvement in realtime.
  • Assigned various tasks to group members according to skills and experience to achieve maximum productivity.
  • Managed multiple projects simultaneously, prioritizing tasks for optimal resource allocation and workflow efficiency.
  • Mentored junior team members, fostering professional growth through skill development workshops and one-on-one coaching sessions.
  • Provided comprehensive administrative support to the team, enabling them to focus on high-impact tasks and achieve better results.
  • Worked with customer service representatives to handle escalated customer issues.
  • Trained, motivated and guided on-boarding members.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Created staff schedules, approved requested time off and updated reports.
  • Handled day-to-day office operations and resolved any conflicts.
  • Led team meetings each shift to discuss scheduling, production and maintenance needs.

CSR

Jazz
03.2009 - 12.2011
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.

Education

Bachelor of Arts -

Punjab University
Lahore, Punjab, Pakistan
04.2001 -

Skills

Operations management

Problem-solving

Customer service

Performance monitoring

Process improvement

Staff management

MS office

Team leadership

Operations monitoring

Data analysis

Operational efficiency

Performance reporting

KPI tracking

Decision-making

Client relationships

Performance management

Staff training

Customer relationship management

Employee motivation

Interests

Playing and watching cricket

Traveling

That's wonderful! Pakistan's North region is breathtakingly beautiful, with its majestic mountains, serene lakes, and rich cultural heritage.

Timeline

Operations Manager

Ferotek
11.2021 - Current

Floor Manager

Ferotek
03.2019 - 11.2021

Team Lead

Ferotek
01.2017 - 03.2019

Team Coordinator

Jazz
01.2012 - 12.2016

CSR

Jazz
03.2009 - 12.2011

Bachelor of Arts -

Punjab University
04.2001 -

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Zaheer RiazOperational Manager