Mirza Faizan Ali Baig
Melbourne,VIC
Summary
Results-oriented Client Delivery Manager with over 2 years of experience in delivering high-quality client services and managing complex projects. Proven track record in leading cross-functional teams, enhancing client satisfaction, and driving operational efficiencies. Adept at building strong client relationships, ensuring project alignment with business goals, and delivering solutions that exceed client expectations.
Overview
5
5
years of professional experience
Work History
Client Delivery Manager VIC & TAS
MA Services Group
2024.01 - Current
- Developed and maintained strong relationships with key clients, ensuring high levels of satisfaction and retention through effective communication and tailored loss prevention solutions.
- Implemented comprehensive loss prevention strategies for retail clients, focusing on reducing shrinkage, preventing theft, and enhancing overall store security.
- Conducted detailed risk assessments and store audits to identify security vulnerabilities and theft risks; provided actionable recommendations that led to a 20% reduction in store losses.
- Oversaw the integration of advanced loss prevention technologies, including facial recognition and real-time monitoring systems, to improve theft detection and response.
- Analyzed security performance data and loss metrics to measure the effectiveness of implemented solutions and strategies; utilized findings to refine approaches and improve client outcomes.
- Managed and investigated security incidents and theft cases, working closely with law enforcement and internal teams to resolve issues and recover losses.
- Created and presented comprehensive reports on security incidents, project progress, and client feedback; maintained meticulous records of all security-related activities and communications.
Operations Manager for 24/7 National Operations Centre
MA Services Group
2022.07 - 2023.12
- Coordinated scheduling and deployment of security staff across multiple sites, optimizing coverage and resource allocation to ensure maximum efficiency and security.
- Acted as primary point of contact for clients, addressing their security needs, resolving issues, and ensuring high levels of client satisfaction and service delivery.
- Developed and conducted training programs for new security personnel, focusing on company protocols, emergency procedures, and client-specific requirements, enhancing overall team performance.
- Supervised and responded to security incidents and emergencies, coordinating with security teams and local authorities to manage and resolve situations effectively.
- Ensured compliance with industry regulations and company policies; prepared and submitted detailed reports on security operations, incidents, and client feedback for management review.
- Analyzed operational data and security reports to identify trends, assess performance, and make informed recommendations for improving security protocols and operational procedures.
Operations Manager
ICORP Security
2019.12 - 2022.07
- Developed and implemented strategic operational plans to ensure effective security services delivery, aligning with company objectives and client requirements.
- Maintained and nurtured relationships with key clients, addressing their security needs, handling service inquiries, and resolving issues to ensure high levels of client satisfaction and retention.
- Oversaw daily security operations across multiple sites, ensuring optimal deployment of resources, adherence to protocols, and compliance with industry standards and regulations.
- Directed the response to security incidents and emergencies, coordinating with security teams, law enforcement, and emergency services to manage and resolve situations effectively.
- Maintained accurate records of operational activities, incidents, and client interactions; generated detailed reports for management review and strategic decision-making.
IT Internee
TSA Pty Ltd
2019.04 - 2020.08
- Assisted with providing technical support to end-users, including troubleshooting hardware and software issues, and resolving IT-related problems.
- Helped in maintaining and updating computer systems and networks, including installing and configuring software and performing routine system checks.
- Supported users with account setup, password resets, and access permissions; ensured timely resolution of user queries and technical issues.
- Aided in the installation, configuration, and maintenance of computer hardware and peripherals, including desktops, laptops, printers, and networking equipment.
- Supported the installation and configuration of various software applications and tools, ensuring compatibility and functionality within the organization's IT environment.
Education
Certificate IV Automotive (light vehicle technology) - Automotive Engineering
CAC College Melbourne
Melbourne, VICCertificate III Automotive (light Vehicle Technology) - Automotive Engineering Technology
Acumen College Melbourne
MelbourneCPP20218 Cert II in Security Operations - Security And Loss Prevention Services
Lite Security
MelbourneIntermediate (in Engineering) -
Punjab College Pakistan
Skills
- Client Relationship Building
- Emergency Procedures
- Reporting Tools
- Teamwork and Collaboration
- Time Management
- Problem-solving abilities
- Multitasking
- Excellent Communication
- Organizational Skills
- Adaptability and Flexibility
- Decision-Making
- Client Relationship Management
- Customer Complaint Resolution
- Team Recruiting and Onboarding
Tech Skills
Word, Excel, PowerPoint, Salesforce, Tracktik, Securecy, QuickBooks, Slack, Jira
Achievements
- Achieved "Employee of the Year Award" at ICORP Security.
- Achieved “Professional Presentation Award” from MA Services Group.
Reference
Saib Ahmed - National Account Manager at MA Services Group
Contact # : +61 413 220 957
Email: sahmed@maservicesgroup.com.au
www.linkedin.com/in/mirza-faizan-ali-baig
Timeline
Client Delivery Manager VIC & TAS
MA Services Group
2024.01 - Current
Operations Manager for 24/7 National Operations Centre
MA Services Group
2022.07 - 2023.12
Operations Manager
ICORP Security
2019.12 - 2022.07
IT Internee
TSA Pty Ltd
2019.04 - 2020.08
Certificate IV Automotive (light vehicle technology) - Automotive Engineering
CAC College Melbourne
Certificate III Automotive (light Vehicle Technology) - Automotive Engineering Technology
Acumen College Melbourne
CPP20218 Cert II in Security Operations - Security And Loss Prevention Services
Lite Security
Intermediate (in Engineering) -
Punjab College Pakistan
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