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Masood Nabi Bakhsh

Candidate ID: 1565386

Career Summary

Graduate with 18 years experience in logistic, Sporting Events, Transportation, Rail and Management.

Skill Set

Multilingual and can speak more than 5 languages fluently (English, Arabic, Balochi, Hindi, Urdu)

Professional Information

Total Experience : 18

Nationality : United Kingdom

Qualification Level : Graduate

Job Function : Supply Chain / Logistics / Import / Export

Work Location Preference : Kuwait, Bahrain, Oman, Saudi Arabia, Qatar, UAE

Detailed Profile

Mobile: 07443901435
15 Oxford Drive


Current Employer – First Travel Solutions (First Group) - Sept. 2015 – Till date

Control Duty Manager (September 2015 – till date)

• Manage the shift on duty by monitoring workflow and ensuring tasks are allocated to Controllers on a priority basis.
• Respond to escalated issues and queries by finding a suitable solution and ensuring all issues raised on shift are resolved promptly and effectively or handed over to the following shift appropriately.
• Ensure vehicles are procured by Controllers within the agreed FTS pricing structure.
• Ensure Controllers work closely with Train Operating Company Control offices and suppliers by communicating with them on a regular basis,
• Use all available applications and data to monitor team performance, including phone log data and GTI
• Ensure that all correct Control team policies and procedures are adhered to at all times.
• Ensure that contractual obligations are met in all aspects of Control service delivery.
• Compile all relevant data for Daily Summary Sheets to ensure that KPIs are correctly recorded for each Train Operating Company.
• Proactively deal with complaints raised by Train Operating Companies, customers, operator companies or passengers through a system of logging, carrying out full investigations and responding to all relevant parties in order to achieve a satisfactory and timely solution.
• Recording and monitoring all absences and reporting any excesses to the Internal Operations and Compliance Manager
• Ensure that all new Controllers are inducted and trained in accordance with Control team requirements and procedures. Regularly monitor and review training and probation periods ensuring that training needs are responded to accurately and promptly.
• To monitor and carry our performance reviews for allocated Controllers and to develop and coach individuals to enable them to achieve training and development objectives.
• Manage individual performance and conduct issues with guidance and support from the Internal Operations and Compliance Manager and/or HR.
• Contribute to the recruitment process for new Controllers.

Events Managed:
Champions League Final – Cardiff 2017
England v Slovakia world cup qualifier Wembley 2017
Leeds festival 2017

Previous Employer – Talk Talk Telecommunication (HGS-UK) - Sept. 2012 – Sept. 2015

Customer Loyalty Advisor/ Retention
• Department worked in: - Loyalty, Legacy TV upgrade team.
• Customer Service and Billing, CEO, Renumbering and Home Movers.
• Taking queries and providing excellent customer service.
• Offering bill and tariff advice.
• Communicating within internal departments in order to rectify customers’ queries.
• Ensuring all calls are within SLA and maintaining company KPI’s.
• Replying to all correspondence received within mobile and bereavement departments.
• Testing new correspondence and telecom systems.
• End-to-end mapping of bereavement and renumbering processes.
• Giving additional and up-to-date training to agents.
• Awarded team of the year in 2013.

Previous Employer–NS Transport & Events Abu Dhabi (UAE)- December 2009 – February 2012

Operations & Marketing Manager
• Implemented process controls in customer service, logistics, field service and technical support functions.
• Achieved a 38% increase in revenue growth and converted prospects to five-year contract.
• Structured and managed effective marketing strategies and programs that ensure a competitive edge.
• Partnered with advertising agencies to plan and execute major public relations efforts.
• Defined each client's corporate identity and brand message.
• Coordinated special events and launched web-based and in-store product promotions.
• Frequent art galleries and exclusive functions to cultivate relationships with key industry contacts.
Major Events Planned & Delivered
• Laureus World Sports Awards 2010 Abu Dhabi (Transport Manager UAE)
• F1 Abu Dhabi Grand Prix
• Red Bull Air Show Abu Dhabi

• Advanced Diploma in Business & Administration Level 3
City & Guilds of London Institute – UK


First Bus North/Midlands Annual Awards (First Group) 2017
Quantum Leap Award

First Bus North/Midlands Annual Awards (First Group) 2018
Rising Start – One to watch


• Excellent multi-tasker
• Project Management
• Operate well under pressure
• Strategic planning
• Document control
• Microsoft Office Proficiency
• Multilingual and can speak more than 5 languages fluently (English, Arabic, Balochi, Hindi, Urdu)