Summary
Overview
Work History
Education
Skills
Languages
Timeline
background-images
Jihad Fawaz

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
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
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
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
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
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 , SierraLeone
03.2007

Secondary - Business Education

Lebanese International School
Freetown , SierraLeone
06.2005

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

Similar Profiles

CREATE PROFILE
Jihad Fawaz