Ali Charaf Eddine
TELUS International Europe
Kloten
4
Languages
20
years of professional experience
Results-driven professional with extensive experience in operations management and team leadership. Expertise in developing training programs and fostering employee engagement, leading to a positive work environment and enhanced performance metrics.
Work History
Operations Supervisor
3 Years- Streamlined daily operations to enhance team efficiency and service delivery.
- Led cross-functional teams in implementing process improvements and operational best practices.
- Developed training programs to mentor staff and improve overall performance metrics.
- Analyzed operational workflows to identify bottlenecks and recommend strategic solutions.
- Facilitated communication between departments to ensure alignment on project goals and timelines.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Oversaw compliance with company policies and industry regulations, ensuring operational integrity across all functions.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Team Leader Manager
3 Years- Mentored junior team members, facilitating professional growth and career development opportunities.
- Fostered a collaborative culture through regular team meetings and feedback sessions.
- Analyzed performance metrics to identify areas for process improvement and cost reduction.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
Content Manager
2 Years- Reviewed and evaluated user-generated content for compliance with community guidelines.
- Identified and escalated inappropriate content to ensure platform safety and integrity.
- Trained new moderators on best practices, policies, and tools for effective content review.
- Analyzed trends in user behavior to inform content moderation policies and updates.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
Shop Manager
1 Year 3 Months- Oversaw daily coffee shop operations according to company policies.
- Delivered exceptional levels of customer service by expertly training and managing staff.
- Improved overall store cleanliness, enhancing the customer experience and garnering positive reviews.
- Inspected coffee shop regularly for safety, healthy code, or maintenance concerns.
Assistant Banquet Manager
6 Months- Coordinated banquet events, ensuring seamless execution of service and guest satisfaction.
- Implemented process improvements for event setup and breakdown, reducing turnaround time.
- Monitored event logistics, addressing issues proactively to maintain high service standards.
- Promoted an inclusive workplace environment that fostered teamwork and camaraderie among staff members.
- Conducted pre-event meetings with staff to review event details, establishing clear expectations for performance.
Guest Relations Supervisor
1 Year 1 Month- Enhanced guest satisfaction through effective communication and timely resolution of concerns.
- Trained and mentored junior staff to elevate service quality and operational efficiency.
- Coordinated with housekeeping and maintenance teams to ensure seamless service delivery.
- Analyzed guest feedback data to identify trends and inform service enhancements.
- Fostered relationships with key stakeholders to promote collaboration across departments for improved outcomes.
- Developed strong relationships with repeat guests, fostering loyalty to the hotel brand.
- Led a team of guest relations staff, providing guidance and support to enhance their performance and professional growth.
- Championed a positive work culture within the guest relations team, fostering an environment that prioritized employee satisfaction and performance.
- Coached new hires on company policies and procedures, setting them up for success in their roles as Guest Relations Agents or Supervisors alike.
Night Manager
4 Years 3 Months- Supervised nightly operations, ensuring seamless guest experiences and efficient service delivery.
- Managed front desk staff, providing training and support to enhance performance and service quality.
- Coordinated with housekeeping and maintenance teams to address guest needs promptly and effectively.
- Implemented inventory management processes, optimizing supply levels for guest amenities and operational needs.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Created nightly shift task lists to assign duties to each employee.
- Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
- Reconciled daily financial transactions to ensure accuracy and compliance with accounting standards.
- Managed guest check-in/check-out processes, providing exceptional customer service during night shifts.
Assistant Outlet Manager
2 Years 5 Months- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances and conducted daily reconciliations.
- Assisted customers with inquiries, ensuring a positive shopping experience.
- Trained new cashiers on operational procedures and customer service standards.
- Exceeded company goals by maintaining a high degree of accuracy in all transactions, reflecting a strong attention to detail and commitment to excellence.
- Provided exceptional customer service, addressing concerns with empathy and professionalism to ensure positive experiences.
Front Desk Receptionist
1 Year 9 Months- Managed guest check-ins and check-outs efficiently, ensuring a seamless experience.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated reservations and room assignments using hotel management software.
- Maintained organized front desk operations, including handling phone calls and emails.
- Collaborated with housekeeping and maintenance teams to ensure guest needs were met promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Desk Receptionist
1 Year- Managed guest check-ins and check-outs efficiently, ensuring a seamless experience.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated reservations and room assignments using hotel management software.
- Maintained organized front desk operations, including handling phone calls and emails.
- Collaborated with housekeeping and maintenance teams to ensure guest needs were met promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
Education
Bachelor of Administration - Business Economics
Bachelor of Administration - Hospitality Management
High School Diploma
Skills
Operations management
Performance monitoring
Staff supervision
Team Training
Compliance management
Customer relationship management
Employee engagement
Multitasking and organization
Team leadership
Employee supervision
Decision-making
Microsoft office & Google Workplace
Coaching and mentoring
Handling complaints
Leadership and change management
Motivational leadership
Languages
Arabic
C2
Bilingual or Proficient
English
C1
Advanced
German
C1
Advanced
French
A1
Beginner
Timeline
Operations Supervisor
TELUS International Europe
06.2023 - 06.2026Read More
Team Leader Manager
TELUS International Europe
06.2020 - 06.2023Read More
Content Manager
Telus International
06.2018 - 06.2020Read More
Shop Manager
Coffee Fellows
02.2017 - 05.2018Read More
Assistant Banquet Manager
Mintrops Land Hotel
11.2015 - 05.2016Read More
Guest Relations Supervisor
The Address Downtown
07.2014 - 08.2015Read More
Night Manager
Massabki Boutique Hotel
02.2010 - 05.2014Read More
Assistant Outlet Manager
Movenpick Hotel
06.2008 - 11.2010Read More
Front Desk Receptionist
Grand Hotel Kadri Cristal Lebanon
02.2007 - 11.2008Read More
Front Desk Receptionist
Park Hotel Chtoura
05.2006 - 05.2007Read More
Lebanese International University
Bachelor of Administration from Hospitality Management
Read More
Lebanese International University
Bachelor of Administration from Business Economics
Read More
Secondary Evangelical School
High School Diploma
Read More