Summary
Overview
Work History
Skills
Timeline
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Rizwan Khan

Rizwan Khan

Wakefield,WKF

Summary

Wealth of experience as a Account Manager in the Security and broader facilities services industry. I am highly proficient in Operations Management, Leadership, Physical Security, Facility Management (FM), Risk Management, and possesses exceptional interpersonal skills. Also dedicated business development professional known for strong work ethic.

Successfully managed and overseen many multimillion projects and part of mobilization team. I oversee operational consistency within Mitie's Business Services division, particularly focusing on security and cleaning and retail services.

Expertise's in FM management, recruitment, payroll, HR, business growth, team coaching, leadership. Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals. Outside sales specialist with strength in negotiations, e-commerce and customer service. Excellent interpersonal and time management skills. Dynamic Operations manager with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dynamic operations manager with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Dynamic manager with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Dynamic with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Recent graduate with foundational knowledge in and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Dynamic individual with hands-on experience in and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

16
16
years of professional experience

Work History

Account Manager

Mitie Plc
09.2013 - Current
  • Experienced National Ops/Commercial Manager with a demonstrated history of working in the Hard & Soft Facilities management
  • Responsible/ownership of multimillion ££’s business by delivering P&L
  • Skilled in Negotiation, Budgeting, Operations Management, Performance Management, and Account Management
  • Deliver and manager KPI’s for the entire account
  • Expertise in security, CCTV, cleaning, engineering, catering and landscaping sectors
  • Expertise in direct people management, HR/Tribunals, TUPE, Recruitment, Business mobilization., Contracts agreement and planning
  • Provides visible first-hand leadership to Clients and Contract management community through communication, engagement, role modelling and mentorship
  • Manage direct reports effectively, delegating appropriately, ensuring their competencies are maintained and holding them accountable for delivery of objectives and targets
  • To manage forecasting and capacity planning team in line with client received forecasts
  • Works closely with the Head of Risk for ESS, providing line leadership to Assurance Manager
  • Works closely with the Head of H&S, Business services ensuring all employees, office based and homeworking, work in a safe and comfortable environment
  • Business development manager & Project managing
  • Oversee and ensure personal and team compliance with applicable environmental, health, safety, and other regulatory rules and regulations
  • Manager and deliver employees/manager’s PDP’s and plan/forecast future goals
  • Standardise all policies and procedures in accordance with everyone on account
  • Ensure all Subcontractor works completed and logged in line with agreed SLA’s
  • Ensure that all contracts are manned to agreed level.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
  • Improved overall team productivity by implementing best practices in organization and time management.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Streamlined internal processes for better efficiency in account management tasks.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
  • Coordinated with product development teams to relay client feedback, influencing future product enhancements.
  • Enhanced team performance with regular training sessions on product knowledge and customer service excellence.
  • Implemented CRM system to track client interactions and feedback, leading to more personalized service.
  • Optimized account allocation among team members to ensure balanced workload and focus on high-priority clients.
  • Cultivated portfolio of high-value clients by leveraging industry knowledge and strategic networking.
  • Monitored market trends to advise clients on potential impacts to their business, positioning as trusted advisor.
  • Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
  • Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
  • Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
  • Leveraged CRM tools to maintain accurate records of client interactions and transactions.
  • Boosted client retention by developing and implementing comprehensive account management strategy.
  • Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
  • Streamlined account management processes, reducing response times and improving client service quality.
  • Drove revenue growth by identifying new business opportunities within existing accounts.
  • Fostered detailed understanding of product offerings, enabling effective communication of features and benefits to clients.
  • Established long-term customer relationships to enhance client loyalty and satisfaction.
  • Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
  • Enhanced client engagement through regular newsletters and updates on product developments and industry news.
  • Spearheaded coordination of cross-functional teams for delivering customized solutions that met client needs.
  • Developed targeted presentations for key accounts, effectively communicating value proposition and securing commitments.
  • Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Set and achieved company defined sales goals.
  • Negotiated prices, terms of sales and service agreements.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Recorded accurate and efficient records in customer database.
  • Achieved or exceeded company-defined sales quotas.
  • Presented professional image consistent with company's brand values.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Kept detailed records of daily activities through online customer database.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Stayed current on company offerings and industry trends.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Maintained current knowledge of evolving changes in marketplace.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Built relationships with customers and community to promote long term business growth.
  • Met existing customers to review current services and expand sales opportunities.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Developed, maintained and utilized diverse client base.
  • Consulted with businesses to supply accurate product and service information.
  • Built diverse and consistent sales portfolio.
  • Contributed to team objectives in fast-paced environment.
  • Contributed to event marketing, sales and brand promotion.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Informed customers of promotions to increase sales productivity and volume.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Generated advertising brochure for vendor use.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.

Operations Manager Mitie Plc

Mitie Security Plc
08.2008 - 09.2013
  • Managed multiple contracts values between 300k to 20M
  • Managing security contracts with Government, Retail, Corporate sectors
  • Manage relationship with stakeholders
  • Business development manager
  • Deliver monthly branch-based business report
  • To recruit, motivate and train all employees in line with sites KPI’s
  • Manage customer requirements through provision of visit reports who are required
  • Conduct and monitor staff appraisals of direct reports
  • Set clear objectives, support, and develop all direct reports and ensure appropriate succession plans are in place
  • Build, maintain and manage positive relationships
  • Act as Duty Manager for the manned guarding business in branch on a rota basis with other Operational Managers
  • Making sure all contracts are manned to agreed level
  • Manage employee’s payroll, sickness, HR, holidays, scheduling, welfare
  • Worked as controller in a busy control room
  • Regularly inspect the quality of service provided in conjunction with the service level agreements
  • Monitor the welfare of all Mitie staff on site, assisting where necessary
  • HR, Policies implementation, Investigations, Disciplinaries and Tribunals
  • Write Operation Plans for all live audience events both on and off site
  • Meet with key stakeholders throughout the business.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Developed and maintained relationships with external vendors and suppliers.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Analyzed and reported on key performance metrics to senior management.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Increased profit by streamlining operations.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Implemented sustainability initiatives, reducing environmental impact.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reported issues to higher management with great detail.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Raised property accuracy and accountability by creating new automated tracking method.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Skills

  • FM
  • Security Management
  • Business development
  • Recruitment
  • Contract management
  • P&L
  • Commercial

Timeline

Account Manager

Mitie Plc
09.2013 - Current

Operations Manager Mitie Plc

Mitie Security Plc
08.2008 - 09.2013

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Rizwan Khan