Hi, I’m
RENCIL RAYMOND DCOUTHO
Operations and Business Startegies
Riyadh,Riyadh
Summary
To leverage my expertise in sales, client relations, and operations within the moving and relocation industry to deliver exceptional customer experiences, drive business growth, and contribute to the success of a dynamic organization. Passionate about developing innovative strategies that elevate the industry's standards and bring efficiency, elegance, and a client-centric approach to the relocation process.
Overview
9
years of professional experience
1
Certification
Work History
Kingdom International Movers
Marketing Manager - Survey/CR
08.2022 - Current
Job overview
- Conduct pre-move surveys to assess client requirements and provide accurate estimates for relocation services.
- Build and maintain strong client relationships, ensuring exceptional customer service and satisfaction throughout the relocation process.
- Oversee day-to-day operations, ensuring smooth execution of moving projects while optimizing workflows and resource allocation.
- Plan and implement marketing activities to promote company services, enhance brand visibility, and drive business growth.
- Attain consistent 5-star reviews and positive feedback from clients by delivering outstanding service and ensuring seamless relocations.
- Collaborate with cross-functional teams to address client needs, resolve challenges, and ensure timely delivery of services.
- Monitor market trends and competitor activities to identify opportunities for business expansion and service improvement.
Asian Media Group
Ast. Team Lead
04.2021 - 08.2022
Job overview
- Strategic Leadership: Develop and communicate a clear vision for the marketing team, aligning objectives with overall business goals. Provide strategic direction to drive impactful and creative marketing campaigns.
- Team Management: Lead a cross-functional team of marketing professionals, fostering a collaborative and high-performance culture. Conduct regular team meetings, set performance expectations, and provide ongoing coaching and feedback.
- Campaign Planning and Execution: Oversee the end-to-end planning and execution of media marketing campaigns, ensuring they align with brand objectives and resonate with target audiences. Collaborate with internal teams and external partners for seamless execution.
- Data Analysis and Reporting: Utilize data analytics tools to measure the effectiveness of marketing campaigns. Analyze key performance indicators (KPIs) and provide insights to refine strategies for optimal results.
- Cross-Functional Collaboration: Collaborate with other departments, including sales, design, and analytics, to ensure a cohesive and integrated approach to marketing initiatives. Facilitate effective communication and alignment across teams.
- Client Relationship Management: Work closely with clients to understand their objectives, provide updates on campaign progress, and address any concerns. Build and maintain strong client relationships to foster long-term partnerships.
Al Olayan
Operations Coordinator
02.2019 - 08.2020
Job overview
- Client Liaison: Act as the primary point of contact between the company and clients, ensuring clear communication, understanding client requirements, and addressing any concerns promptly. Build and maintain strong client relationships.
- Resource Allocation: Effectively allocate manpower resources based on client demands, project requirements, and workforce availability. Ensure optimal utilization of manpower to meet project deadlines and budget constraints.
- Recruitment and Onboarding: Collaborate with the recruitment team to source, interview, and select qualified candidates. Facilitate the onboarding process, ensuring new hires are equipped with the necessary information and documentation.
- Training and Development: Identify training needs and coordinate training programs for the workforce to enhance skills and productivity. Monitor the progress of training initiatives and implement continuous improvement strategies.
- Performance Monitoring: Implement performance tracking systems to assess the productivity and efficiency of the workforce. Provide feedback to employees and address performance issues in collaboration with HR.
- Problem Resolution: Proactively identify and address any challenges in the deployment and coordination of manpower. Implement effective solutions to ensure smooth operations and client satisfaction.
- Reporting and Analysis: Generate regular reports on manpower deployment, project progress, and key performance indicators. Analyze data to identify trends, areas for improvement, and opportunities for cost savings.
Sutherland Global Services
Customer Support Team Lead
07.2017 - 02.2019
Job overview
- Team Leadership: Lead and motivate a team of customer service representatives, fostering a positive and high-performance work culture. Conduct regular team meetings, set performance expectations, and provide coaching and feedback to enhance individual and team performance.
- Performance Management: Monitor and evaluate the performance of team members through key performance indicators (KPIs) such as call metrics, customer satisfaction scores, and resolution times. Implement performance improvement plans and recognize top performers.
- Training and Development: Coordinate and deliver ongoing training sessions to enhance the skills and knowledge of team members. Stay updated on product knowledge, industry trends, and customer service best practices.
- Workflow Management: Effectively manage call queues, ensuring optimal staffing levels to meet service level agreements (SLAs). Monitor real-time metrics and make adjustments to resources as needed to maintain efficient operations.
- Quality Assurance: Implement quality assurance programs to ensure consistent and high-quality customer interactions. Conduct regular call monitoring and provide constructive feedback to team members for continuous improvement.
- Customer Issue Resolution: Handle escalated customer issues and provide support to team members in resolving complex problems. Collaborate with other departments to ensure timely and satisfactory resolution of customer concerns.
- Reporting and Analysis: Generate and analyze reports on team performance, identifying trends, areas for improvement, and opportunities for efficiency gains. Present findings to management and implement strategies for continuous improvement.
- Team Collaboration: Collaborate with other teams and departments to ensure effective communication and alignment of goals. Participate in cross-functional meetings to address issues and implement improvements.
- Employee Engagement: Promote a positive and inclusive work environment. Foster employee engagement through team-building activities, recognition programs, and open communication channels.
Education
Bharathiyar University
Master of Business Administration
12.2022
MG University
Bachelor of Commerce
03.2017
Santa Cruz HSS
Higher Secondary
01.2013
Skills
- Client Relation Management
- Relocation Survey
- Operations Oversight
- Marketing strategies
- Team collaboration
- Problem Solving
- Time management
- Communication skills
Certification
IAMTrusted Moving Specialist
Languages
English
Hindi
Malayalam
Tamil
Timeline
Marketing Manager - Survey/CR
Kingdom International Movers
08.2022 - Current
Ast. Team Lead
Asian Media Group
04.2021 - 08.2022
Operations Coordinator
Al Olayan
02.2019 - 08.2020
Customer Support Team Lead
Sutherland Global Services
07.2017 - 02.2019
Bharathiyar University
Master of Business Administration
MG University
Bachelor of Commerce
Santa Cruz HSS
Higher Secondary