Head Of E-Commerce
Sharjah Cooperative Society
Total years of experience :16 years, 9 Months
Warehouse:
• Role is Project Manager and Operation Manager.
• Layout requirements and finalization.
• Fixtures, furniture and tools requirements completion (Racks, Material Handling equipment, Chillers, and Offices).
• Supervise items location assignment (system and physical).
• SAP WMS system sessions requirements, testing and approval.
• DMS service provider searching, selection, requirements’ sessions, testing and approval.
• Sales development and target achieving.
• Overall reviewing and accountability for stock availability and orders fulfillment.
Fleet:
• Analyze purchase and outsource options for business benefits.
• Reported both options’ positives and negatives for Executive Office final decision.
• Decide on fleet type, quantity and preparation requirement.
• In coordination with Purchasing Department, managed signing the contract and follow up with service provider to supply agreed fleet.
• Involved in fleet and employees uniform design with Marketing Team and service providers.
`Website
• Role is Website Manager
• UI and UX requirements, review testing and approval in coordination with an outsourced consultant.
• Full content development for the Arabic site version.
• Range and assortment Management.
• Supervise images upload and products contents.
• Coordinating with Payment Gateway service provider.
• As a Project Manager; playing a robust role between IT, Operation, Marketing, Finance, Purchasing and HR for the project success.
• As a Project Manager; played a robust role between Website Developer, WMS Developer, DMS Developer and Payment Gateway Service Provider for stock, orders and payment cycle.
Digital Studio:
• Role is Project Manager
• Searching, comparing and recommending service provider for the digital studio (International Partner)
• Managing Digital Studio setup (fixtures, furniture and required tools).
• Interviewing and Selecting Data Entry team internally.
• In Coordination with relevant department, managing service provider trip for studio setup.
• Searching, Analyzing and approving outsourced images retouch service provider.
• Handed over digital studio to Marketing team on March 2018.
Contact Center:
• Role is Contact Center Manager.
• Temporary Contact Center setup for Temporary Home Delivery Service - internal staff and existing Avays system.
• Searching, interviewing, comparing and recommending service provider for the permanent Contact Center manpower supplier.
• Interviewing and approving shortlisted candidates.
• Searching, interviewing, comparing and recommending service provider for the permanent Contact Center System. - Selected Partner is SAP Contact Center and Complaint Management System.
• Managing Contact Center setup (fixtures, furniture and required tools).
• Responsible and Managing Contact Center performance.
• Managing and processing service provider monthly bills.
Temporary Home Delivery Service:
• Role is Project Manager, assigned by GM.
• The service introduced upon an official request from ruler office to serve a remote area. (Al Suyouh).
• Studying, Analyzing and selecting delivery center (delivery from a branch).
• Selecting operation team (Pickers, Drivers, temporary contact center team)
• Introduced Credit Card on Delivery payment option, WhatsApp location service for remote area.
• Close monitoring with branch’s manager regarding stock availability.
• Service expanded to cover all areas along route to the remote area.
E-Commerce:
• Role is Project Manager and Operation Manager.
• Studying and analyzing home delivery sales history for potential phase one delivery territory, considering the surrounding community for potential expansion.
• Studying sales history for branches located within the selected territory to decide on the online range with the support of Director - Retail Operation.
• Studying and analyzing purchase and renting fleet options for management final decision, and comparison between fleet brands and chiller installation companies.
• Involved in finalizing website developer with relevant departments.
• Developed Website Categories, Policy & Procedures and Operation Process.
• Analyzing sales for product expansion.
• Managing marketing activities with relevant departments.
• Sales managing and improvement.
Contact Center:
• Role is Contact Center & Customer Service Manager.
• Building and developing customer service dedicated team, and maintain and monitor customer service behavior for all operation team by developing and delivering new customer service training.
• Managing contact center and customer service daily operation and complaints.
• Interviewing customers at branches for service improvements.
• Maintain department annual leaves, KPI and team development.
• Set contact center and customer service standards, Procedure and scripts.
• Quarterly complaint report and recommendation to management.
• Conduct, analyzing, reporting with recommendations, and presenting results of surveys (HR, IT, Customers, Suppliers and Tenant).
• Participated in the preparation of DQAA (Dubai Quality Award Appreciation) by analyzing and compiling data, preparing charts, and prepare final report.
Loyalty Program “Wafa”:
• Role is Operation Manager
• Develop, deliver and maintain Loyalty Program “Wafa” training for the existing cashiers and cashiers’ supervisor.
• Participated with Head of Program in developing terms and conditions.
• Managing daily operation in terms of, Customer validation and data completion, Card Production and Transactions claim.
• Managing, Orders fulfillment and Delivery schedule.
• Monitoring containers clearance from port and reduced demurrages to 0 AED.
• Managing International Shipment by Land freight, Documentations, Vehicle Booking and Delivery.
• Training, developing, motivating, evaluating and retaining qualified staff.
• Experience in various customer service departments and support functions with recognized strengths in account maintenance, problem-solving and trouble-shooting, and planning/implementing proactive procedures and systems to avoid problems in the first place.
• Develop sales & customer service techniques of each customer service representative to drive revenue & efficiency growth.
• Coordinate the interviewing, hiring and training of any replacement customer service representatives.
• Monitor interaction between Team Members and customers to ensure quality assurance standards.
• Review call center statistics to measure staff performance and the need for improvement. Increase Customer Retention.
• Investigating and understanding weekly shrinkage & minimize to the Max.
• Checking & finalizing on the monthly K.P.I (Key Performance Indicators).
• Studying the call flow pattern & routing the skills accordingly to achieve the service level target.
• Scheduling Annual Leaves for the team members taking into consideration the business requirements.
• Handling a team of 11 - 14 members, (floor capacity 160 agents).
• Monitoring the team skills and reports (individual and group) via Avaya Supervisor R16 system.
• Handling other stations inquiries.
• Monitoring the deliveries status and customers complaint within Dubai and Saudi Arabia stations for one of the VIP clients in Dubai (Citruss TV).
• Team Leader of the Year for 2010.
• Following up on customers' complaints and ensure effective solutions to ensure customers' satisfaction.
• Handling CEL (Complaint Escalating Line).
• Communicate with operation to ensure solving the customers’ complaint.
• Providing out stations with the required details of the consignee to arrange deliveries.
• Handling ACS (Aramex Customer Service), system for client's complaints, with SLA 30 minutes to contact the customer and follow up with operation.
• Reconfirmation of missed scheduled pickups & scheduling new appointment after getting confirmation from the client.
• Provided quality customer service as a front line to handle a high volume of service requests over phone & by email.
• Respond to customer calls and inquiries for all products and services.
• Kept apprised of products, services, promotions, transit time, global issues & service terms & conditions.
• Expedited and facilitated the escalation of customer service issues.
• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
• Support sales representative in opening new accounts and upgrading existing service.
• Following up on correspondence via email with other departments.
• Handling and swiftly resolving customer complaints in a professional and effective manner.
Handling the study trips to other governorate for the 1st, 2nd and 3rd year.