Head of Supply Chain
Al-Babtain Group
Total years of experience :26 years, 0 Months
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting and information flow.
• Play a significant role in long &short -term planning, including an initiative geared toward operational excellence of Supply Chain.
• Ensure accomplishment all customs procedures & documents as per country laws, foster relevant process, reduce demerge rate and manage vehicles movement at high secure level.
• Manage & Develop all shipment procedures implementation in proper direction and ensure of timely arrival as per scheduling & ordering demands.
• Ensure of running PDI operation duties at high standard level as per suppliers guidance and company policy.
• Manage / Monitor & follow up accomplished traffic documents for registration on time.
• Manage /Utilize stockyard area, ensure of vehicles line arrangement, routine technical checks and needful repairs.
• Ensure high quality of the delivered vehicles through delivery team.
• Enhance the customer experience related to Vehicle delivery Stage
• Collaborate with sales departments to apply their needs in professional manners.
• Manages costs and expenses of business related efficiently and effectively
• Lead, coach and develop the department staff performance, ensure of running welfare work environment.
• Ensure security of company assets under direct management through effective controls and audits
• Prepare all required report related to management/ Business.
CRM-Contact Center-CS & Courtesy Vehicles -Quality Assurance
• Plan, develop, and direct Customer relations programs designed to create maintain & maximize the relationship with customers in order to enhance their loyalty
• Assign, Manage and review the activities of CRM Department, coach their performance & prepare the performance reports
• Review & monitor the segmentation results, identify the opportunities, and set an action plan to improve customer relationship accordingly.
• Support the Sales, and marketing departments’ activities such as launching new models or forums to enhance customer satisfaction.
• Handling customer complains properly in coordination with all involved departments.
• Ensure the delivery of superior and consistent Customer service and customer complaint resolution.
• Monitor the software programs operation to serve all departments’ related activities.
• Setup, monitor and review SLAs with other business units within the Group
• Prepare and submit regular CS reports and Action plans.
• Manage Courtesy vehicle Operations
• Conduct & analyze the comparative mystery shopper visits; identify the discrepancies comparing with competitors.
• Manage all contact center operation, Build the contact center strategy, business plan, and service standards .set departmental objectives in line with the group Vision, mission and strategy.
• Prepare all required frequent reports related to Manufactures quality Standards, forward to particular manufacture on time and discuss with concerned managers.
• Develop and discuss the Action Plans, determine and document any areas that may need improvement.
• Monitor and make sure of proper implementation of audits corrective action plan in field, and communicate accordingly with Function Managers for effective results.
• Review and updating of Quality Manual in line with the standards.
• Inform the Functional manager regarding the specific process requirements or any updates according to the process owner requests.
• Support, and guide department team for releasing barriers to apply action plan properly in field.
• Communicate with manufactures’ head office for any requirements related to the applicable standards or modifications and for collecting all monthly performance reports.
• Plan and direct Image Quality Audits, report, and finalize actions plans and review progress, and escalation of issues to Top Management.
• Manage Mobile application back office, handling all customer requests and marketing activities
• Manage SMS Campaigns, handling the suppliers and preparing the targeted list
• Monitor the project management Activities, review deadlines, escalate and negotiate noticeable delays with senior management.
• Supervise the progress of Mobile application and Nissan Kuwait website projects in cooperation with IT team to ensure meeting the specified business requirements.
• Preparing weekly, monthly, half yearly and yearly reports “Contact Center Performance”
• Develop and maintain analysis MIS reports for the higher management
• Run & monitor outbound campaigns.
• Preparing business cases and projects plans when needed
• Project Leader for the following projects.
1. Contact Center structure.
2. Contact Center reallocation.
3. Contact Center System upgrade.
4. ABK New IVR and services.
5. Contact Center back office.
6. Online banking Surveys and FAQ.
7. Fraud monitoring Summer campaign (2009 and 2010)
• Working with other departments to maintain Required SLA when needed “Card Center, Marketing, E-Channels…etc”
• Ensure Contact center staff adhere to Bank's policies & procedures
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Provide the team with a vision of the products objectives
• Following up day to day activities “campaigns, training events, promotions analysis .Etc”
• Managing 5 teams each team contains 14 agents.
• Lead by setting a good example (role model) - behavior consistent with words And actions
• Coach and help develop team members and team leaders
• Facilitate problem solving and collaboration.
• Ensure discussions and decisions lead toward closure
• Maintain healthy group dynamics
• Intervene when necessary to aid the group in resolving issues
• Assure that the team leaders have the necessary education and training to effectively participate on their teams
• Assure that the team leaders address all relevant issues within the specifications and various standards.
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.
• Encourage creativity, risk-taking, and constant improvement
• Recognize and celebrate team members and team leaders’ accomplishments and exceptional performance.
• Ensure availability and utilization of representatives in order to meet the core objective of the contact Centre.
• Monitor KPIs including contacts per hour, value and conversion of contacts.
• Performance Coaching via 1 on 1 basis
• Perform duties of the contact Centre agent whenever calls traffic demands it to ensure all calls are attended thus maintaining the abandoned calls rate within targeted levels.
• Provide immediate reporting to Contact Centre Management as required so they can benchmark the process, quantify and assess inbound or outbound calls; measure talk time or trouble shoot any problem
• Assist Representatives in handling difficult customer situations to satisfy customer requests and reducing unnecessary claims.
• Maintain indirect control on Call Centre representatives to identify the interest, mood or social characteristics of the person one is talking and allow them to fine tune their communications and establish rapport.
• Perform call quality monitoring of Call Centre representatives
• Ensure that representatives under shift are well informed and updated with all new products & services as well as policies to ensure that they accurately respond to any customer calls or inquiries.
• Ensure continuous updating of system that empowers call representatives scripting, complaints handling; provide feedback on any product and/or service trends.
·1Provide status reporting of Branch activities against the program plan or schedule
·2Keep the Area managers and product committee informed of task accomplishment, issues and status
·3Handling and solving Customer problems
·4Escalate issues which cannot be resolved by the branch manger
·5Provide guidance to sales agents based on management direction
·6Maintaining and achieving the sales target
Working at Vodafone Telecommunication com.
Customer Operations Department.
As Customer Service Rep.
Job Responsibilities:
•Handling Calls In 888 & 881 Queues
•Doing other related Jobs in the dept.
E.g.: Activating individual & corporate contracts, Data Entry, etc.
•Handling hard Calls with fast solving Problems.
•Supporting in the Operation Support tasks.
•Support Work force Team and monitoring service level for all queues.
•High Quality & Performance of Taking Calls.
•High Quality Meridian reports.
•Short handling time per call with high quality Performance.
•Acting as a Corporate Representative for the night shift.
•Outstanding quality performance avg. 96.5 %.
•Member of the Training Team for the Night Shift.
•Member of technical support team for the night shift (2889) Q.
•Delegated many times as Night Shift Supervisor.
From 01-02-2003 01-07-2003
Working at Vodafone Telecommunication com.
Retail support channel Department.
As Senior Agent.
Job Responsibilities:
•Handling Calls In 886, 887 & 898 Queues.
•Handling wrong calculations bill problems and balance disputes for consumers.
•Activating individual postpaid contracts.
•Handling sim-swap cases for individual customers.
•Handling Hotline and suspensions cases.
•Handling conversion cases.
•High Quality & Performance of handling Calls.
•Handling And preventing fraud cases.
•Member of the Training Team for the dealers support Queue Department.
•Delegated many times as floor Supervisor.
•Participating in Vodafone live & Mobile office projects.
Working at Nike Sports Wear As Assistant Manger for Elzamalek
chain
In Hardware Maintenance, installing Software & Sales
Faculty Of Arts Majority Of Mass Media, Advertising and public relation