Jihad Fawaz
Accra
Summary
Dynamic Operations Manager at Ace Hardware Company Limited with a proven track record in enhancing productivity and customer satisfaction. Skilled in inventory management and team leadership, I spearheaded process improvements that reduced operational costs by 20%. Adept at fostering client relationships and driving employee motivation to achieve exceptional performance outcomes.
Overview
19
19
years of professional experience
Work History
Operations Manager
Ace Hardware Company Limited
Accra , Ghana
05.2022 - 02.2025
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- 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.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Implemented quality control systems to boost overall product consistency and reliability.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Profiler & Passport Control Officer
Airline Profiling Services
Freetown , SierraLeone
05.2017 - 11.2021
- Advised law enforcement officers during interrogations, ensuring that questioning was conducted within a psychologically informed framework for optimal results.
- Assisted law enforcement agencies in narrowing down their suspect pool with accurate psychological profiles.
- Evaluated complex crime scenes for behavioral clues, informing the development of targeted suspect profiles.
- Utilized geographic profiling methods to determine potential areas where an offender may live or work.
- Enhanced suspect identification by conducting thorough criminal profiling and behavioral analysis.
- Gathered evidence and served as witness in court proceedings.
- Prepared reports, kept investigation records, and maintained all case-related paperwork.
- Interviewed witnesses and suspects.
- Profiling all travelling passengers by checking their documents if are eligable to board the flight.
Customer Service Representative
Road Transport & Authority
United Arab Emirates , Dubai
02.2014 - 12.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Sales Manager
Premier Procurements & Products Services
Freetown , SierraLeone
06.2010 - 11.2013
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
Ticketing Manager
Karl Travel Agency
Freetown , SierraLeone
01.2006 - 03.2010
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
- Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting and event promoter settlements.
- Arranged staffing hours for daytime and event shifts to accommodate event needs.
- Collaborated with finance to check accuracy of reporting against money received and correct practices of recording in event ledger, managing movement of cash to and from box office.
- Worked with marketing and sales department to create and implement upsell opportunities for events.
- Assisted ticketing department staff with handling of internal ticket allotments and allocations for events.
Education
Diploma - Tourism And Travel Management
IATAA / UFTAA FOUNDATION
Freetown , SierraLeone03.2007
Secondary - Business Education
Lebanese International School
Freetown , SierraLeone06.2005
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Planning and implementation
- Staff training
- Staff management
- Inventory management
- Project management
- Operations oversight
- Employee motivation
- Customer relationship management
- MS office
- Client relationships
- Inventory control
- Client relations
- Quality assurance controls
- Invoice processing
- Purchasing and procurement
- Budget development and management
- Warehouse operations
- Customer relations specialist
- Document control
- Negotiation
- Expense reports
- FLUENT IN LANGUAGE
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Krio ( SierraLeone Language )
Bilingual or Proficient (C2)
Timeline
Operations Manager
Ace Hardware Company Limited
05.2022 - 02.2025
Profiler & Passport Control Officer
Airline Profiling Services
05.2017 - 11.2021
Customer Service Representative
Road Transport & Authority
02.2014 - 12.2016
Sales Manager
Premier Procurements & Products Services
06.2010 - 11.2013
Ticketing Manager
Karl Travel Agency
01.2006 - 03.2010
Diploma - Tourism And Travel Management
IATAA / UFTAA FOUNDATION
Secondary - Business Education
Lebanese International School