Operations Supervisor
The Healthy Home
Total years of experience :3 years, 5 Months
● Designed and maintained clear operational guides to ensure consistency of operations between the back-office and on-field teams.
● Managed the day-to-day schedules to increase the efficiency of daily jobs and generate maximum possible amount for daily target.
● Trained the field team leaders and team members to ensure following the company's SOPs.
● Provided the real-time support for both back-office and on-site teams
● Managed a team of 4 customer service & customer support agents.
● Responding to customer inquiries and complaints.
● Monitored the Tele sales & customer care processes (In-bound & Out-bound); to make sure they are meeting the KPIs.
● Developed the monthly analysis of the overall KPIs for the customer service agents with dashboards and data visualization summaries.
Working under Compliance & Business Excellence Department.
- Handling a new system implementation
- Gathering the requirements by one-to-one interviews with different departments members.
- Mapping the gathered data to be analyzed
- Find the possible improvements
- Re-engineer the processes to implement the (To-Be) processes in the new system.
- Assist the system's Super Users while using the system features and try to utilize the system based on the business requirements.
• Collected data and studied the operational processes to determine and improve the efficiency.
• Reduced the cycle time of completing one order from 9 mins on average to 6 mins.
• Collected data to study the customer behavior and set recommendations for future activities.
• Handled the demand planning; based on historical data and graphical trends.
• Developed an inventory sheet to set the safety-stocks, and reordering points.
• Implemented a new ERP system (Odoo); and trained the operations staff to make sure that the system is working properly and as per business needs.
• Handled the customer service operations to make sure that the customers are served in the best way.
• Gained practical experience as a sales and customer service representative.
• Collaborated with the operation coordinators.
Supported stocks team in arranging the store.
• Promoted the Zara online application to enhance the online shopping experience.
Bachelor’s degree in industrial Engineering (2016 - 2020) Main Courses: • Operations researches. • Supply chain management. • Production planning and control. • Process Improvement, and Ergonomics.