Brahim Baccour

▸ Reduced order delay rates from 40% to 23% by overhauling driver
dispatching processes and rolling out standardized operational procedures
across the entire team
▸ Built and scaled an operations team from 3 to 5 agents, overseeing order
management, driver support, restaurant partnerships, and customer claims
resolution
▸ Redesigned customer service processes from the ground up and coached all
team members on communication and problem-solving — cutting claim
resolution time from several days down to same-day resolution
▸ Owned weekly financial operations for 100+ restaurant partners every
Monday since December 2024, managing payment calculations, manual
settlements, and reconciliations with full accuracy and zero missed cycles
▸ Spearheaded platform testing initiatives with the IT team, identifying 97% of
operational bugs before deployment while actively mapping workflows and
flagging automation opportunities to reduce future manual intervention
▸ Co-developed and owned the launch of an automated driver wallet system — replacing manual cash reconciliation with real-time digital settlements, eliminating cash theft risk and fully removing driver payment processing from
weekly operations

▸ Commanded last-mile logistics operations across 1, 500+ daily packages
nationwide, maintaining precision across both forward and reverse delivery
flows ▸ Built the company's 3PL community — onboarding and managing 3 third- party logistics partners, establishing processes and governance structures
that didn't exist before
▸ Architected CXP and VXP excellence projects end-to-end, collaborating with
local and central operations leaders to raise the bar on every experience
▸ Drove data-led operations by tracking delivery status, agent performance, and resource utilization — achieving an 88% first-attempt delivery success
rate and sustaining full KPI compliance (Green status) across multiple
consecutive months

• Operated across Amazon, DoorDash, Grubhub, and Uber for 10 years, managing independent logistics
workflows across thousands of deliveries while maintaining top-tier performance across all four platforms
• Sustained Top Dasher status for 3 consecutive years — a performance tier achieved by less than 10%
of drivers — reflecting consistent excellence in delivery speed, acceptance rate, and customer
satisfaction
• Maintained a customer rating between 4.7 and 4.9 throughout, consistently ranking among the highestrated operators on the platform
• Mentored and guided newly onboarded drivers on route planning, platform procedures, and customer
communication — demonstrating leadership instinct beyond the scope of the role

• Co-built logistics frameworks and training procedures to onboard and manage 1, 500+ partners and
independent contractors across US operations
• Conducted structured performance evaluations and delivered actionable feedback to drive productivity
and service quality improvements
• Contributed to process redesign initiatives that enhanced driver performance tracking and customer
service delivery

Responded to a high volume of inbound customer inquiries and resolved issues in a timely and professional manner. Demonstrated a high level of empathy and patience when dealing with difficult or frustrated customers Met or exceeded weekly and monthly call volume and quality metrics Conducted follow-up calls with customers to ensure satisfaction and resolution of issues.