Logistics Manager
Qatar Airways
Total years of experience :25 years, 11 Months
Responsible for export, import, customs Clearance, binning, freight forwarders budget for more than 100, 000 shipments annually by Air/Sea/Road.
•Responsible for DHL’s Warehouse Management with more than 30, 000 Strategic Electronic Spare Parts Inventory with value over than 1000, 000$.
•Managing the supply of logistics-related data to support customers in the day-to-day general areas supply, configuration management, technical requirements identification, installation and maintenance of equipment, safety and documentation development and maintenance. Investigates potential risk and other matters of significance, and provides and implements solutions.
•Ascertain industry/logistics best practices to identify new and/or unique programs to differentiate Customer from the marketplace and drive customer satisfaction.
•Responsible for internal communications and presentations related to key performance metrics, program updates and on-going program information.
• Analyzing technology and distribution network trends and implementing changes in department as appropriate.
•Monitoring the quality, quantity, cost and efficiency of the movement and storage of goods;
•Coordinating and controlling the order cycle and associated information systems;
•Analyzing data to monitor performance and plan improvements and demand;
•Allocating and managing staff resources according to changing needs;
•Liaising and negotiating with customers and suppliers;
•Developing business by gaining new contracts, analyzing logistical problems and producing new solutions.
•Managed global Customer Operations projects (HP, Oracle, and WorldBridge), supporting Global Multi-National Customer Group, Government Contract Solutions, and Global Business Services.
•Handling complex customer requirements, continuously improving service performance. •Supported customer joint-visits with commercial teams. •Developed more than 20 customized solutions for DHL Egypt’s key account customers. •Built strong relationship with many Key Account Customers (US Embassy, UK Embassy, Canadian Embassy, NBE, Afrexim, Coca-Cola, PEPSI and Delta Textile) thus improving the customers loyalty. •SLA preparation between DHL and Internal and external customers, following up to verify that agreed guidelines are being successfully adhered to. •Managed most of the outsourcing services such as domestic outsourcing, trucking and packing services.
•Improved the active leadership from 51 to 97 for the customer operations and performance teams during 2011.
•Conducted Internal Quality Audits including the Global Standard Operating audits. •Responsible for ISO 9001-2008 accreditation, certificate renewal and procedure changes and updates, improving the Quality performance from Rank 13 to Rank 3 in the regional League 2011 and maintained the first position during 2012--Lloyd’s Register Quality Assurance Limited- LRQA..
•Managed the Operations Cost per Movement KPIs, leveraging operations efficiency and excellence, exploring productivity through the impact of technology. •Prepared the annual budget for the operation department 2011. •Conducted performance appraisal and set KPIs/ IKOs. •Managed the on-job training & Development needs.
•Delivered pick up/delivery optimization/NOMM training to all operation supervisors and managers. •Delivered CIS train the trainer and managed the training delivery project to 350 employees.
•Operation Performance and Domestic Division acting Manager for 6 months.
• Delivered 8, 000 weighted training hours to more than 1500 employees on below topics.
(Customer Service excellence, Courier Academy, Dangerous Goods Awareness, Time Management, Mind mapping, Introduction to Management, Foundation of Leadership, Positive language, Handling angry customer, Communications Skills, Ergonomics, Sales techniques, technical operation programs training, SAFE, IT Basics, CIS Train the trainer and supported the first choice deployment).
• Analyzed the operational performance for DHL Egypt and Sudan, comparing the monthly figures with the regional targets, advising proposals for improvements to the country performance manager.
Principal Accountabilities:
• Project manager for the US embassy service deployment in Cairo.
• Updated the operation team with the new service failures, weaknesses, threats, and recommended training needs whenever needed.
• prepared reports of country's service and performance against regional and country standards, targets and key performance indicators.
• assisted in applying and monitoring operational performance improvement actions with aviation and other countries to improve the country’s inbound and outbound transit time performance. set and clearly communicated performance standards and expectations, observing and providing feedback, and conducting appraisals enables you to achieve the best results through managing employee performance. updated the global network with any changes in service provided in the local operations.
• Used all the operations applications effectively to abstract the root cause analysis taking the right preventive action.
• Delivered the Courier Academy training to more than 100 Couriers.
• Interacted with external customers in a professional manner for effective service recovery and/or pay visits where Service Recovery actions are deemed essential as an extension of customer care.
• Assisted Tracing agents and customer care executives to handle difficult and complicated claim issues, complaints that require consultation with solicitors or cases involving legal proceedings.
• Co-ordinate and liaised with key personnel in other functional areas, RO, Overseas DHL offices, GCC or within the DHL network to ensure effective delivery of service.
• Collaborated and coordinated with relevant staff within the DHL Network to ensure the tracing and service recovery systems are functioning effectively.
• Worked with Finance Department on service recovery or claim cases involving financial settlement.
• Benchmarked service delivery parameters against leading companies including competitors to ensure services provided by the Customer Care and Claims and Complaints team are comparable with best practices while remaining cost effective.
• Ensured all pre-determined service standards are consistently met and reviewed to reflect developments in competitive offerings, Supervised, coached, trained and managed all duties in all front-end policies and procedures, including new agents and cross training of other associates, and conducted monthly customer service audits.
• Increased the service performance from 46% to 96% percent for all undeliverable departments & Network Tracing gateway files by setting clear KPIs for all tracing agents.
• Launched many projects successfully, located many valuable missing shipments through advanced and extensive searches, and built strong network tracing team.
• Managed the Egyptian museum international project successfully, assisted in the recruitment and hiring of the most qualified applicants to meet the needs of the front end. Expedited front lines, direct flow of customers, and ensured that each customer receives outstanding customer service by providing a friendly environment. Helped to solve problems that affected the service, efficiency, and productivity of the front end.
• Set KPIs for all Customer Service Team members and its milestones.
• Set and cascaded the standards and of performance measures to direct reports ensuring their total alignment to the department objectives and monitors the overall direct marketing performance and KPIs.
MBA Supply chain Management & Logistics Management
Accounting Financial Management HR Statistics