Ayaz Surve
Dubai
Summary
Dynamic professional with extensive experience in customer support and operations management across India and UAE, specializing in Events & Exhibitions Operations, Vendor Management, and Client Servicing. Demonstrates strong organizational and communication skills, coupled with a history of driving efficiency and productivity through strategic planning and innovative problem-solving. Proven ability to lead teams effectively, optimize processes, and implement cost-effective strategies that enhance overall business performance. Seeking to leverage operational expertise in a challenging role within a forward-thinking organization.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Operations Executive
Al Saif Graphics
Abu Dhabi
10.2021 - Current
- Company Overview: Events & Exhibition Services (Abu Dhabi, UAE)
- Identifying, negotiating, and managing relationships with suppliers, contractors, and service providers to meet event requirements within budget and timelines.
- Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels, and make a business case based on current events in the industry, new legislation, and technological advances.
- Established positive relationships with vendors to secure competitive pricing on goods and services.
- Managed day-to-day operations, including monitoring customer service, budgeting, scheduling, ordering supplies, and monitoring inventory levels.
- Overseeing on-site operations during event setup, execution, breakdown, and ensuring all events comply with local health and safety regulations.
- Developed and implemented effective strategies to reduce costs while maintaining quality standards.
- Liaising with venue management to ensure adherence to venue regulations, setup logistics, and compliance with safety protocols.
- Conducting post-event evaluations, gathering feedback from clients, vendors, and internal teams to identify areas for improvement, and to align event operations.
- Publish monthly reports and business review decks on key performance indicators to monitor progress against strategic objectives and financial targets.
- Organized and guided activities, such as sales promotions, requiring coordination with other department managers.
Operations Manager
eArk Education Services LLP
Navi Mumbai
04.2019 - 09.2021
- Implemented strategic business plans to support the company's vision and growth.
- Identified business partners and guided consultants to ensure an efficient workflow.
- Oversaw marketing activities and identified potential clients.
- Developed and implemented sales plans and campaigns.
- Generated monthly reports and conducted market analysis.
Key Accounts Manager
Yogya Properties Pvt Ltd.
Mumbai
06.2011 - 03.2019
- Developed and maintained strong relationships with key clients, ensuring high levels of customer satisfaction, and loyalty.
- Managed a portfolio of major accounts, consistently achieving sales targets, and business growth.
- Identified new business opportunities and coordinated with sales teams to develop strategic sales plans.
- Led negotiations and closed deals with new and existing clients, boosting company revenue.
- Ensured compliance with contractual agreements, and addressed any client issues or concerns promptly.
- Coordinated with internal departments (such as finance, operations, and product development) to ensure seamless delivery of services, and alignment with client expectations.
- Attended industry events and networking functions to promote company services, and establish new client relationships.
Senior Specialist – Customer Service
MTS – Sistema Shyam Teleservices
Navi Mumbai
10.2009 - 06.2011
- Handled backend operations and document management.
- Formulated and implemented departmental policies and procedures.
- Managed merchandise activities and created product presentations.
- Provided customer support for prepaid and postpaid services, addressing inquiries, and resolving issues.
- Assisted customers with documentation requirements for new connections, plan changes, and disconnections.
- Ensured accurate and timely processing of customer documentation to maintain service quality.
Senior Executive – Customer Support
Reliance Communications
Navi Mumbai
11.2007 - 10.2009
- Maintained reports and general administration.
- Coordinated with various teams to achieve revenue targets.
- Provided backend support for customer service operations, ensuring seamless communication between front-end teams and technical departments.
- Handled escalations and resolved complex customer issues related to prepaid and postpaid services.
- Managed customer account activation, deactivation, and plan modifications for prepaid and postpaid accounts.
Teal Leader (Customer Service & Retentions)
TATA Teleservices Maharashtra Limited.
Navi Mumbai
02.2002 - 10.2007
- Led a team of customer service representatives handling inquiries and issues related to postpaid and prepaid mobile connections.
- Managed and supervised day-to-day operations of the customer service team to ensure high-quality service.
- Developed and implemented retention strategies to minimize customer churn and enhance customer loyalty for both postpaid and prepaid customers.
- Handled escalated customer complaints and issues, providing resolutions to ensure customer satisfaction.
- Assisted in the development and maintenance of customer service scripts, FAQs, and training materials for postpaid and prepaid services.
- Collaborated with marketing and sales teams to develop and promote customer retention programs and loyalty initiatives.
Education
Bachelor of Commerce - Financial Accounting & Auditing
University of Mumbai
Skills
- Client Relationship Mgt
- Vendor Management
- Customer Service
- Problem‐Solving
- Microsoft Excel
- Time Management
- Adaptability & Flexibility
- Teamwork
Certification
- Microsoft Certified Excel Expert
- Certification in Business Analytics
- Diploma in Operations Management
- Six Sigma Green Belt
- Conflict Resolution in the Workplace Certification
Personal Information
- Nationality: Indian
- UAE Driving License: Yes
- Marital Status: Married
Timeline
Operations Executive
Al Saif Graphics
10.2021 - Current
Operations Manager
eArk Education Services LLP
04.2019 - 09.2021
Key Accounts Manager
Yogya Properties Pvt Ltd.
06.2011 - 03.2019
Senior Specialist – Customer Service
MTS – Sistema Shyam Teleservices
10.2009 - 06.2011
Senior Executive – Customer Support
Reliance Communications
11.2007 - 10.2009
Teal Leader (Customer Service & Retentions)
TATA Teleservices Maharashtra Limited.
02.2002 - 10.2007
- Microsoft Certified Excel Expert
- Certification in Business Analytics
- Diploma in Operations Management
- Six Sigma Green Belt
- Conflict Resolution in the Workplace Certification
Bachelor of Commerce - Financial Accounting & Auditing
University of Mumbai
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