Massab Adnan

• Communicated with customers and vendors positively with particular attention to problem resolution.
• Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
• Assisted with hiring process and training of new employees.
• Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services.
• Supported business management projects by monitoring and tracking risks, issues and action items.
• Researched industry and marketplace trends to enhance sales techniques and meet customer needs.
• Executed business plans to further strengthen and maximize territory sales and profits.
• Provided feedback on effectiveness of strategies, selling programs and initiatives and identified areas requiring improvement.
• Improved business profits through innovative cost containment and revenue generation techniques.
• Oversaw and improved deliveries through proactive coordination of daily operations.
• Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
• Anticipated financial impact from operational issues and worked with leadership to develop solutions.
• Spearheaded recruitment and hiring process and compiled training materials for new and existing team members.
• Coordinated team schedules to keep shifts properly staffed during busy periods.
• Oversaw product delivery and shipping operations to reduce shipment turnaround times and streamline warehouse workflows.
• Developed initial sales roadmaps and market strategies to promote successful product launches.
• Enhanced and redefined organizational structure to maintain competitive edge across territories.
• Interacted well with customers to build connections and nurture relationships.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Trained and guided team members to maintain high productivity and performance metrics.
• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Reported issues to higher management with great detail.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Mitigated business risks by working closely with staff members and assessing performance.
• 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.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• 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.
• Reduced operational risks while organizing data to forecast performance trends.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Raised property accuracy and accountability by creating new automated tracking method.

• Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
• Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
• Researched developing trends to stay updated with new ideas and marketing practices.
• Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
• Maintained documentation, detailing assignments, in-progress work and completed project milestones.
• Worked with graphic designers and writers to establish theme and tone for content.
• Performed market segmentations, targeting and positioning for each product line.
• Used data analytics to track lead generation campaigns and improve quality.
• Managed workflow between staff, coordinating documents, planning, and creative material distribution.
• Managed workflow between staff, coordinating documents and creative material distribution.
• Recruited and hired capable team members to add value and diverse skills set to marketing department.
• Utilized market trends and target audience statistics to effectively and appropriately market products.
• Identified and evaluated new technologies and add-on applications to improve and optimize marketing team efforts.
• Managed marketing budget and associated P&L to develop and execute marketing strategies, budgets and sales plans for business segments.
• Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
• Conducted market research to identify new opportunities and target markets.
• Continually maintained and improved company's reputation and positive image in markets served.
• Launched successful digital marketing campaigns that achieved goals for increased website traffic.
• Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
• Devised content strategy to effectively engage target audiences.
• Coordinated with design and media teams to develop high-quality creative assets.
• Captured new customers by optimizing business strategies and launching products to diversify offerings.

• Handled day-to-day accounting processes to drive financial accuracy.
• Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
• Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
• Gathered financial information, prepared documents, and closed books.
• Reconciled accounts and reviewed expense data, net worth, and assets.
• Used advanced software to prepare documents, reports, and presentations.
• Maintained up-to-date knowledge on professional accounting standards to manage financial recordkeeping.
• Detected and corrected mistakes early on and implemented systems to avoid recurring issues.
• Evaluated and improved financial records to make important business decisions.
• Improved data collection, financial analysis and financial modelling to optimize practices and retain customers.
• Reviewed business operations and obligations to help organization function at acceptable level.
• Partnered with auditors to track errors and add contributions to maintain accuracy.
• Modified comprehensive reporting to reflect changing financial structure.
• Itemized taxpayer expenses to identify maximum adjustments, deductions and credits.
• Provided journal entries and performed accounting on accrual basis.
• Tracked funds, prepared deposits and reconciled accounts.

• Coded websites using HTML, CSS, JavaScript, and jQuery languages.
• Planned website development, converting mock-ups into usable web presence with HTML, JavaScript coding.
• Provided front-end website development using WordPress, HubSpot, and other editing software.
• Engaged with clients to plan and optimize site issues and queries.
• Multi-tasked across multiple functions and roles to meet deadlines and organizational expectations.
• Oversaw technical issues and troubleshooting requests to resolve user problems.
• Oversaw back-end development using PHP to maintain website integrity.
• Applied emerging technologies to update and maintain site applicability.
• Validated third-party code to comply with internal standards and technical requirements.

• Maintained office PCs, networks and mobile devices.
• Monitored systems in operation and quickly troubleshot errors.
• Set up PCs, projectors and microphones for use in video conferencing rooms.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Performed troubleshooting and repaired peripheral devices such as printers, scanners and laptops.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Configured systems according to prescribed software and hardware frameworks.
• Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
• Performed troubleshooting to correct computer hardware and software malfunctions.
• Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
• Recommended new and replacement hardware and software purchases.
• Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
• Recovered critical information from data back ups to restore functionality.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

• Provided management with information used to evaluate regional and national opportunities.
• Created and delivered presentations for key sales customers and prospects.
• Attended regional trade conferences and shows.
• Built relationships with customers and community to establish long-term business growth.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Managed accounts to retain existing relationships and grow share of business.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Implemented systems and procedures to increase sales.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Prepared sales presentations for clients showing success and credibility of products.
• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Directed sales support staff in administrative tasks to help sales reps close deals.
• Monitored and communicated sales performance against goals through approved performance metrics.
• Attended regional trade conferences and shows
• Coordinated development of sales objectives, strategies, advertising and promotional programs
• Provided management with information used to evaluate regional and national opportunities

• Accomplished multiple tasks within established timeframes.
• Onboarded new employees with training and new hire documentation.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Developed and maintained relationships with customers and suppliers through account development.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Delivered feedback to decision-makers regarding employee performance and training needs.
• Approved regular payroll submissions for employees.
• Applied customer feedback to develop process improvements and support long-term business needs.
• Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
• Conducted monthly inventories of raw materials and components on work floor.
• Recorded inventory sales into organization's weekly income report.
• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
• Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
• Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
• Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
• Propelled continuous improvements and strategically capitalized on current market trends.
• Prepared and recommended long-range plans for development of department personnel.
• Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
• Monitored and supported progress of plant production orders by managing shop capacity and loading functions at several facilities.
• Managed and motivated employees to be productive and engaged in work.
• Maintained professional, organized, and safe environment for employees and patrons.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

• Handled phone calls regarding inquiries, cancelled orders and ordering conflicts.
• Verified accuracy of orders while meeting strict deadlines on producing completed products.
• Kept work area safe and sanitized by washing utensils, tools and countertops.
• Designed specialty cakes for weddings, birthdays and graduations.
• Maintained sanitary food prep station by following established safety procedures and sanitizing instructions.
• Prepared special creams and frostings for cakes and other dessert specialties.
• Precisely arranged display cases throughout workday to highlight finished products.
• Used variety of baking and decorating tools such as mixers, carving tools and confectionery products.
• Decorated pastries and cakes quickly and precisely by organizing and prioritizing each task.
• Disposed of damaged and expired goods to uphold safety standards and provide fresh products.
• Managed material inventory and ordered new materials when needed.
• Decorated 1 fondant and 30 soft-frosted style cakes daily.
• Followed daily opening and closing procedures of brick and mortar bakery location.
• Recorded and maintained accurate supplies lists for clients' projects.
• Weighed, boxed and wrapped bakery products.
• Operated cash register and handled cash, credit card and check transactions.
• Carefully sculpted figurines, decorations and floral designs using fondant icing and hardened sugar.
• Increased business sales by [Number]% by influencing purchases and attracting customers with displays and professional service.
• Designed specialty cakes for weddings, birthdays, and graduations.
• Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
• Kept work area safe and sanitized by washing utensils, tools, and countertops.

• Complied with health and safety codes to protect staff and customers.
• Packaged and labeled baked goods with accurate descriptions and ingredients.
• Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls and coffee cakes.
• Resolved customer concerns with positive approach and constructive strategies.
• Filled out inventory and production sheets and informed head baker of stock levels.
• Established merchandising, sales and profit objectives to drive business success.
• Baked gluten-free, vegan and alternative diet treats based on customers' needs.
• Set heat and humidity temperatures for proof box.
• Cut, peeled and prepped seasonal fruit for pie fillings.
• Conducted employee evaluations, assessing strengths and reassigning accordingly.
• Diversified bakery operations by leading baking demonstrations and classes.
• Established specialty menu of vegan-friendly, whole grain pastry items.
• Established youth apprenticeship program with local schools.
• Cleaned and maintained kitchen equipment and oven.
• Baked consistent quality items by accurately mixing, dividing, shaping and proofing.
• Prepared all pastry items in accordance with standards of quality, quantity control, taste and presentation.
• Determined quantity of product to prepare for next day operation by maintaining detailed production schedule.
• Mixed icing and other toppings by reading recipes, scaling and measuring ingredients and operating mixer.
• Replenished and rotated food items, following correct food cooling and storage procedures.
• Mixed, proofed, shaped and baked dough for baguettes, bagels and other breads.
• Developed new products based on seasonal ingredients, holidays and dessert trends.
• Managed inventory, labor, expenses and other operational processes.
• Served 37 bakery customers daily with professional and effective customer service.
• Established and maintained positive vendor relationships.
• Recruited, hired and trained staff of hardworking associates.
• Iced and airbrushed cakes and other pastries for customized orders.
• Prepared assortment of chocolate bark, truffles and other hand dipped and moulded chocolates.
• Operated and maintained bakery equipment, including ovens and mixers.
• Produced consistently high-quality baked goods for customers.

• Managed inventory control, cash control and store opening and closing procedures.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Completed point of sale opening and closing procedures.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Approved regular payroll submissions for employees.
• Rotated merchandise and displays to feature new products and promotions.
• Supervised guests at front counter, answering questions regarding products.
• Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
• Coached sales associates on product knowledge by using wide variety of training tools.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
• Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
• Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
• Rotated stock to achieve optimum appeal and minimize shrinkage.
• Protected store from loss or theft by setting and enforcing clear security policies.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
• Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
• Analyzed and interpreted store trends to facilitate planning.
• Maintained strong knowledge in handling of perishable products in dairy, meat and produce departments.
• Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
• Devised processes to boost long-term business success and increase profit levels.
• Bolstered sales volume by implementing incentive program and initiating advanced employee training.
• Managed inventory control, cash control, and store opening and closing procedures.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Provided primary customer support to internal and external customers.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Recommended products to customers, thoroughly explaining details.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Cultivated customer loyalty, promoted repeat business and improved sales.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded proactively and positively to rapid change.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.
• Trained new personnel regarding company operations, policies and services.
• Communicated with vendors regarding backorder availability, future inventory and special orders.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.