Azzam El Sahili

* Drove significant revenue growth by spearheading strategic sales and business development initiatives, resulting in $1.3 million in new business.

* Cultivated strong, lasting client relationships, proactively identifying and capitalizing on opportunities to upsell value-added services such as insurance and customs clearance, enhancing client retention and revenue per account.

* Successfully led and managed multiple special projects requiring innovative problem-solving and meticulous monitoring, ensuring on-time and on-budget completion.

* Maintained a strong focus on financial performance, consistently achieving a 15% profit margin on generated revenue while ensuring healthy cash flow management.

* Spearheaded the establishment and rapid growth of the company's revenue stream, scaling from zero to 1 million SAR within a 7- month period through strategic sales and business development initiatives across Jeddah, Riyadh, and Dammam.

* Built and effectively managed a high-performing sales and operations team of 4 professionals, covering key markets in Jeddah, Riyadh, and Dammam, exceeding initial revenue targets.

* Developed and implemented comprehensive sales strategies and business development plans tailored to the logistics and freight forwarding sector in Saudi Arabia, resulting in significant market penetration and client acquisition.

* Acquired new clients and nurtured existing relationships across a broad geographical area, consistently exceeding sales targets and contributing to the company's rapid revenue growth.

* Providing strategic advice and insights to a RetailTech startup focused on a self-checkout solution that enhances the customer experience through mobile technology

* Advising on business development strategies and market penetration for an innovative self-checkout solution designed to reduce wait times and increase purchase basket value for retailers.

* Contributing insights on user adoption and engagement strategies for a mobile-based self-checkout platform, leveraging principles of user-centric design to optimize the customer journey.

* Evaluating market trends and competitive landscape within the RetailTech sector to provide recommendations on product development and strategic partnerships for a mobile self-checkout solution.

* Oversaw national-level operations for a digital pharmacy app, managing both home and business deliveries to ensure efficient and timely service.

* Established and maintained strategic partnerships with local pharmacy chains to facilitate seamless medication fulfillment and delivery operations.

* Led and managed special governmental projects focused on unified platforms for pharmaceutical procurements ie. (NUPCO) and end delivery, demonstrating expertise in large-scale, complex initiatives.

* Collaborated closely with outsourced technology freelancers to enhance the mobile app's user experience (UX), user journey, and user interface (UI), directly contributing to improved customer satisfaction and platform usability.

* Streamlined delivery operations by collaborating with tech developers to optimize in-app features for order tracking, delivery scheduling, and communication with customers.

* Played a pivotal role as the 3rd hire in a digital pharmacy startup, establishing and managing core operational functions including database management, home deliveries, and cash-on-delivery collections.

* Developed and implemented efficient route planning strategies to optimize delivery operations, ensuring timely and cost-effective service for customers.

* Onboarded and managed relationships with key vendors and supplier partners, ensuring a smooth and reliable supply chain for pharmaceutical products.

* Built and managed the customer support function, including establishing a post-purchase quality control process via a call center, ensuring high levels of customer satisfaction.

* Led the outsourcing of delivery partners to scale operations, while maintaining quality standards and service level agreements.

* Contributed to the early database structure and management, ensuring data integrity and accessibility for operational efficiency.

* Led and mentored a team of 3 customer management professionals, driving performance and ensuring exceptional service delivery to clients.

* Drove sales and business development efforts by proactively opening new accounts and nurturing existing client relationships, contributing to revenue growth within the Jeddah branch.

* Served as a key liaison between sales, operations, and customers, ensuring seamless communication and proactive problem-solving to meet critical deadlines and maximize customer satisfaction.

* Pioneered the introduction and successful execution of the new 'Health Bio' product line (cold-controlled shipments) within the Saudi team (Jeddah branch), navigating complex export logistics and regulatory requirements.

* Successfully managed the export of multiple Health Bio shipments to international destinations including London, Seoul, and Dubai, demonstrating expertise in cross-border logistics and temperature-sensitive cargo.

* Utilized CRM systems and other communication tools to efficiently manage customer interactions, track account progress, and ensure timely follow-up, contributing to improved customer relationship management.

• Managed daily operations for 5 teams of 31 customer support representatives.
• Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.
• Collaborated with members of the management team to provide leadership and direction to employees throughout the Support department.
• Analyzed key metrics to ensure optimal staff performance so that departmental and company
• Motivated staff through individual coaching sessions, mentoring and career development
• Participated in HR functions including policy development, interviewing, hiring decisions and job
• Responsible for creating customer support policies and procedures
• Implemented several initiatives to increase overall customer satisfaction (increase of 20%) as well as reduce customer issue resolution time from 7 business days to less than 2 business days
• Continually work with other department heads and managers to increase overall productivity across the organization with the overall goal of increasing customer satisfaction
• Generated and analyzed statistical reports of KPI's for both performance and staffing

• Ensure premises, assets and communication ways are used effectively
• Utilize logistics IT to optimize procedures
• Recruit and coordinate logistics staff (e.g. truck drivers) according to availabilities and requirements
• Supervise orders and arrange stocking of raw materials and equipment to ensure they meet needs
• Communicate with suppliers, retailers, customers etc. to achieve profitable deals and mutual satisfaction
• Plan and track the shipment of final products according to customer requirements
• Keep logs and records of warehouse stock, executed orders etc.
• Prepare accurate reports for upper management