MENA Regional General Manager
QNet
Total years of experience :25 years, 7 months
Expatriate and have been instrumental in leading markets to breakthrough financial, market, and operational success, Excels in building diverse international units into cohesive and collaborative teams, managing growth, as well as turnaround, operational excellence, and successful turnarounds.
I have successfully transitioned my career across different areas and industries, cargo transport, warehousing and logistics, franchising, E commerce, Direct Selling and Multi-Level Marketing, Six Sigma education and consultancy, Excels in building diverse international units into cohesive, collaborative teams aligning people and technology to deliver new products and penetrate new markets, dully management of P/L of over $150 M annual revenue
Incorporate and establish QuestNet Company in UAE, complete all legal documents with sponsor and POA agreement, obtain all license required from municipality, MOL, immigration and MOH. Full responsibility of identifying manpower required screening and hiring staff.
Warehouse, logistics and distribution of products full management, including daily in and out fully operations. As well as managing customer care team. Dully management of P/L of over 150 M annual US company.
Increasing sales and achieving bottom line impact for UAE and ME countries
Business development management to Middle East and Central Asia countries, including launching new office and PR with sponsors concerned parties and legal and market scanning.
Responsible of running major events such as F1, GP2 and ME summits.
Implement a totally new version of localization plan, created and developed to help and serve UAE and most of Middle East and Africa countries, as well as Turkey, Malaysia, Philippines and Sri Lanka.
Initiated and create new world business plan for business expansion and market penetration.
Streamlined processes and procedures so that all service levels were met with regard to internal and external customer expectations.
Acted as escalation point for team to resolve critical customer service issues.
Built a motivated team through planning and behavioral interviewing hiring practices.
Directly and in-directly manage all accounting and full-charge bookkeeping functions in areas of accounts payable/receivable, general ledger postings, account reconciliation, month-end closings
Drive, Lead, coordinate and synergy with diverse teams of corporate back end operations staff and front-end markets operations staff and ensure total involvement, productivity and contribution towards achieving the company’s vision.
Product development strategy to formulate 3 new lines of products serving ME and Africa customers.
Market penetration to Bahrain, Syria, Egypt, Oman and Qatar.
Serve as Area Manager for the overall management of FedEx area including 3 cities, 7 branches and 50 employees with annual revenue of six million.
Fully responsible for bottom line factors, including strategic planning and domestic product management, Ensures branch personnel achieve and/or exceed minimum expectations for performance in their specific positions. Utilized skills in budgeting and forecasting to produce annual P&L target, beside being responsible for the tactical management in opening new locations and distributing franchise
Key Achievements:
Created more response and customer driven area resulting in increasing sales by 58% in 6 month.
Substantially improved productivity while reducing staffing and operational cost by 15%
Developed and introduced successful new products for international markets
Ensuring optimum operational services by increasing customer service and operations serving time with current labor capacity
Achieving the highest sales leads generated across the country
Created and implement new sales policy for maintaining existing Customers
Developed new plans to optimize operations performance, and slashing overhead cost
Redesigning operations routes to facilitate and controlling couriers performance
Initiated, created and implementing customer care program to keep customer experience and daily monitoring to key customers
Redesigned training programs and manuals to reduce induction time and reducing overheads.
Responsible for identification and evaluation and implementation of diverse opportunities to expand services/coverage and or develop opportunities/solutions to realize performance improvements, in addition to leading and supporting projects for cross functional teams and ensuring solutions that deliver optimum business results within the requirements of the market.
Responsible for transforming mindsets and coaching Process Owners on the Process Excellence initiative by leading the companies Six Sigma projects
Key Achievements:
Leading planning huge projects, as Line haul manager for 10 million pound project (US Aid distribution project)
Leading 4 Six Sigma projects with cost reduction and revenue optimization exceeding 1.8 million EGP in an organization with monthly gross revenue of 4 million. Projects includes the fields of Communications, Introducing new products in the market, Supplies cost reduction and sales seasonality control.
Organizing, leading organization managers weekly meetings
Initiated, created Six Sigma Orange Belt and Green Belt manuals.
Leading Domestic expansion project (JIT project), increasing feasibility through launching 120, franchisees around Egypt
Leading 3 black belt projects with cost reduction and revenue optimization exceeding 2.3 million EGP in an organization with monthly gross revenue of 4 million, Projects includes the fields of Customs service enhancement, Credit collections optimization and Line haul cost reduction.
Conducted Six Sigma training all over the group of companies as kick start of deploying Six Sigma
Provide professional support to the MD in the analysis of performance and operational data as well as administration and coordination of major projects to insure on-time implementation. In additional to coordinate and lead the company efforts in reduction of all types of service failures and improve the stations and country Net Service Level performance. Liaise with the regional administration to request/define information, requirements and feedback.
.Leading Domestic expansion project, increasing feasibility through launching 100 franchisees through Egypt.
.Initiate, implement new service portfolio which meets customers requirements.
.Leading six sigma project to decrease 40% of held in customs volume with +370, 000 cost reduction.
.Decrease branches credit outstanding by 18% over 250, 000 reduction.
.Decrease 10% of company annual stationary and supplies cost
.Leading huge projects, as line haul manager for 10 Million pound project (US Aid distribution project).
.Initiate Orange and Green Belt manuals.
.Conduct Six Sigma training all over the group of companies, to start deploying Six Sigma.
.Training 17 Green belt for managers and Team Leaders.
.Orange belt training to 12 Front Line managers.
.Initiate, create and conduct Champion training for Top management
.Enhanced the country operational service level to over 98%, ensure 100% invoices delivery and collection.
.Project manager in Sun Tzu networking trucking project
.Initiate and complete marketing research including all transportation companies in the Egyptian market.
.Enhance the company overall performance to 97%.
.Leading and sponsoring group of companies managers’ weekly meeting.
.Assist the Group Managing director in planning and proceeding new projects as NET courier operation.
. Create company manuals and user guide for customers as Domestic Service Reference guide, and Customers starter kits.
.Create, implementing on weekly dashboards for group of companies.
Managing three departments, Secures departmental goals and objectives by leading a team of Customer Service employees to achieve optimal performance. Managing Brokers in their day to day clearance procedures and filing team. Provides administrative and supervisory assistance to managers, including participating in continuous improvement initiatives.
. Decreased the number of held in customs shipments to a lower volume.
. Changing the customs Department from non profitable department to profitable department, through applying surcharges.
. Increasing the clearance productivity to more than 150%
. Reduce the clearance commitment to 1-3 days.
. Maintain the customs reports on FedEx system which results in ZERO failures.
. Create preclearance service which is newest in the Egyptian market and decrease cage dwell time.
. Create new notification first, second and third notification
. Create customer clearance reference for better clearance understanding
. Create manual tariff for customers, to decrease the customer service inquires calls.
. Initiated daily cage report for visualizing daily full performance report.
. Initiate and implement Brokers incentive program
. Initiate and implement Trace Agents incentive program
. Create flowchart breakdown work flow, and work on decreasing all unnecessary and long steps.
Customer Service Assistant Manager, managing the customer service agents, traces agents and drop points team. Providing professional, ethical and customer friendly service, main objectives is to reduce customer satisfaction and enhance the call center service level. In additional of playing the manager role in the absence of the manager.
Improved the Customer Service dept. service level, reach the second place over 62 countries within 6 months. Working 24/7 Customer Service instead of 9 hours per day without increasing the labor. Applying customer care program to our top customers.
Investigate and resolve daily incoming complaints and issues relating to revenue operations in order to improve customer satisfaction and protect revenue. Proactively participate in the improvement of the overall effectiveness of the department by identifying and escalating complex and recurring problems together with recommendations on corrective action when appropriate.
. Work on eliminating number of complains, through having monthly report
. Create weekly follow up report with credit department which decrease 15% of customer bad debts.
. Monitor, follow up missing items from our branch in Charlie Digul which results in discovering failure root cause and eliminate missing items problem.