Experience

EZMS

• United Arab Emirates
• IT System Custom Software Development
• 1 - 100 Employee

• Enterprise Resources Planning Consultant

  • Aug 2022 - Present

  EZMS provides ERP services, offshore support, project management and business process optimization and automation solutions. Focused on serving free zone authorities and business setup advisory firms, we offer comprehensive services to streamline operations, reduce cost and enhance the customer experience of our clients. Key Achievements and Responsibilities 🚀 Led implementation of the ERP system for multiple Free Zone entities with 100% adoption rate resulting in 50% increase in efficiency. 🤝 Managed the integration of ERP system with the Ministry of Economy's national economic register. 📊 Responsible for scoping, planning, execution, and delivery of client requirements. ⏰ Managed and allocated resources to ensure project is on-time and meets success criteria. 🔄 Conducted process mapping and re-engineering exercises to enhance business processes. 🧑‍🏫 Mentored a team of onshore and offshore teams to ensure exceptional end-user support and consistently meet 95% SLA 🤝 Built strong relationships with key stakeholders through consistent and transparent progress reporting. 📈 Drove change management initiatives and facilitated a smooth transition process with minimal disruption to operations. Show less



Creative Zone

• Animation

• Project Coordinator

  • Jun 2018 - Mar 2023

  Creative Zone is one of the largest business setup firms in the UAE with over 45,000 clients spanning across all seven Emirates. Offering business advisory and development services for aspiring entrepreneurs in the Mainland and Free Zone jurisdictions. Key Achievements and Responsibilities:✅ Successfully implemented a range of ZOHO applications focused on CRM with a 💯 adoption rate.📊 Created insightful reports to analyze KPI using ZOHO analytics across key departments (sales, finance, marketing, and operations).🤝 Collaborated with managing director and COO to work on projects to streamline business processes.🎯 Led planning and execution of employee engagement activities.🌟 Contributed to customer journey mapping and improving overall customer experience. Show less

• Operations Executive

  • Oct 2015 - Jun 2018

  Key Achievements and Responsibilities:🤝 Supported clients and channel partners with company registration and residence visa registration for investors and employees.🔗 Coordinated with government entities to obtain external approval and ensure compliance to all regulations.📊 Generated monthly and annual KPI reports such as lead generation, conversions, and gross profit metrics to drive data-driven performance.📁 Applied best practices for record management to organize and maintain the integrity of critical client information and processes.🚀 Enhanced application trackers for efficient monitoring and consistently meeting timeline achievements of 95%.⏰ Reduced activity research turnaround time by over 50%. Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Team Lead

  • Nov 2012 - Jul 2015

  Convergys Philippines Services is an industry leader specializing in customer service outsourcing. Clients include communications, financial services, technology, retail, healthcare and government market firms. Key Achievements and Responsibilities: 👥 Led and mentored teams of 15-20 customer service representatives for multiple lines of businesses to achieve and exceed internal and client KPIs. 🤝 Collaborated with senior management to improve customer satisfaction by 30%. 🎓 Conducted training sessions to enhance skills and adapt to process changes. ⏰ Managed work schedules and overtime hours. 🔎 Monitored and coached to apply industry best practices for improved service quality. Show less