rayassin88@gmail.com

Senior Operations Manager

Deliveroo

Oct 2023 - Jan 2025 (1 year 4 months)

•Sole responsibility for the Care performance delivered to all sides of the marketplace for the ME markets through outsourced & in-house teams Work with multiple stakeholders (global and local) to own and manage day to day performance of all European service queues for customers, partners, and riders across multiple channels •Create business insights, KPIs, and targets to measure Care performance •Lead on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, QA…etc)and own performance improvement strategies where required •Identify and prioritise gaps with partners and internal stakeholders and own performance improvement strategies where required •Support in-market senior management teams, representing

Senior Operations Manager

Deliveroo

Oct 2023 - Jan 2025 (1 year 4 months)

 Establishing and implements short- and long-range marketplace goals, objectives, strategic plans, policies, and operating procedures.  Providing strategic recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures within the specified functional area of focus.  Leading multi-disciplinary teams across various departments to optimise operational efficiency and productivity.  Overseeing the integration of innovative technology solutions, significantly improving process automation and data accuracy.  Analysing market trends and competitor activities to inform strategic decision-making and maintain competitive advantage.  Coordinating emergency response

Operations Manager and Customer Experience Manager

Mumzworldcom

Jan 2022 - Aug 2023 (1 year 8 months)

. Maintain constant communication with C-levels • Develop, implement, and maintain quality assurance protocols. • Grow the eficiency of existing organizational processes and procedures ot enhance and sustain the organization's internal capacity. • Actively pursue strategic and operational objectives. • Ensure operational activities remain on time and within a defined budget. • Track staffing requirements, hiring new employees as needed. • Oversee accounts payable and accounts receivable departments. Incorporate Best Practices Budget Effectively Supervise all activities and product development Work closely with web development and technical teams Prepare reports and analyse conversion numbers Participating in Strategy/Marketing Plans Team M

Contact Center Manager

Apple

Oct 2019 - Jul 2021 (1 year 10 months)

Managing site financials including hourly, daily, weekly and monthly profit and loss Handling a Team of 200+ Member’s Driving KPIs (Key Performance Indicator) through DMAIC methodology (Six-Sigma) Dealing directly with client to improve service levels, E-Satisfaction and C- Satisfaction Identifying potential new business opportunities with existing clients and persuading new customers to place business with the company

Assistant Operations Manager

Teleperformance

Sep 2015 - Oct 2019 (4 years 2 months)

Works in direct interaction with the client and operations. Acts as a first line of management. Reports business analysis and results. Monitoring and coaching the team to achieve metrics targets. Working on any operation metrics by providing guidance, support & education to the team members. Handling work environment including employee satisfaction & client satisfaction while managing the profitability of the project. Leading BU( business unit) that includes supervisors and agents. Managing and developing the supervisors to meet and exceed performance, quality, end-user satisfaction, client satisfaction & operational KPIs(key performance indicators). Responsible for internal departments communications to facilitate the processes and meet c

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Operations Support Manager

Teleperformance Portugal City Center hq

Jan 2013 - Feb 2013 (2 months)

Launched a new branch there. Supports & promotes the business standards. Ensure quality and efficiency of the staff while maintaining the productivity among employees and sharing best practices between both sites.

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Operations Supervisor

Expedia Canada

Aug 2010 - Sep 2015 (5 years 2 months)

Driving and directing team performance towards achieving client’s targets. Minimizing variations among staff and ensuring agents are doing things right the very first time. Working on ESAT level as a people oriented company and providing all communication channels for feedback collection. Developing the team skills and providing fair opportunities for career path growth. Won the competition of "Best Supervisor" for all Teleperformance group in CMEA (Canada and Europe). Represented the whole company Teleperformance group globally and achieved the 2nd place around the globe.

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Senior Sales Executive

Ameco Tech Corperation

Nov 2008 - Nov 2009 (1 year 1 month)

Sales deals with achieving monthly targets. Serving 50 states remotely in US for online advertising on search engines like google and superpages.com. Sell Google online ads and providing online sales services

rayassin88@gmail.com

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