Hikmat Al-Adham

• Conducted thorough analysis of customer needs and
requirements to develop and execute successful project
management plans.
• Designed and proposed innovative solutions to meet customer
needs, collaborating with external vendors and partners for
solution development.
• Ensured compliance of Customer Solutions application
deployments with relevant regulations, standards, and
guidelines.
• Developed and delivered comprehensive informational training
on software solutions implementation, technical support, and
updates.
• Collaborated with IT team members to plan and implement new
features, aligning with various departmental needs to enhance
customer satisfaction.
• Spearheaded an automation initiative using Google App Scripts,
achieving a 70% reduction in human error and manual labor
hours.
• Lead cross-functional teams to deliver projects within time and
budget constraints.
• Define project scope, goals, and deliverables that support
business objectives.

• Coordinated cross-functional teams to enhance captain
acquisition, retention, and engagement, supporting company
growth objectives.
• Headed city setup and configuration to optimize customer
experience and operational efficiency.
• Employed data-driven analysis to identify and address supply
shortages, improving supply utilization.
• Conducted comprehensive customer journey analysis, leading to
initiatives that enhanced marketplace KPIs.
• Supervised captain support channels to deliver world-class
support and improve captain satisfaction.
• Developed and executed captain loyalty and engagement
programs, boosting retention and captain lifetime value.
• Led a team of high-performing individuals, promoting
professional growth and operational excellence.
• Collaborated with regulatory committees to ensure legal
compliance and industry advancement.
• Managed operations P&L with a focus on fiscal responsibility and
strategic financial planning.
• Oversaw initiatives to reduce fraud and financial losses due to
platform misuse.
• Ensured adherence to quality standards and health & safety
guidelines within the captain network.
• Monitored the competitive landscape, analyzing market trends
to maintain Careems industry leadership.
• Managed peak operation configurations to ensure consistent
service reliability and customer satisfaction.
• Implemented cost-saving strategies, achieving up to 35%
reduction in cost per order while maintaining quality and
reliability.
• Led captain acquisition strategies and operational center
development to maintain optimal captain numbers and support.
• Directed digital campaigns and lead generation for efficient
captain onboarding and supply health.
• Onboarded 3PL companies, fostering strategic partnerships to
align with business goals.
• Developed the program to and provide support. Successfully the launch of the Express the
expansion into two new

• Leading the development and deployment of key performance
indicators (KPIs) to enhance project tracking and reporting
mechanisms.
• Analyzed departmental operations to identify and implement
process improvements, optimizing efficiency and productivity.
• Led a culture change strategic initiative, driving organizational
transformation and fostering a proactive project management
environment.
• Managed strategy project performance by establishing robust
monitoring systems to ensure alignment with organizational
goals.
◦ Served as JIRA Administrator, overseeing the platform to
streamline project management tasks and facilitate effective
team collaboration.

Responsibilities in this role included:
 Conducting internal audits
 Observing operations and suggest corrective actions
 Preparation and setup for external certification (ISO 9000, ISO 14001, TISSE)
 Health and safety reporting and Risk Assessment preparation
 Maintain and control procedures applied in different departments
 Travel to each of our facilities to meet with operations managers to discuss, plan and decide resource allocation, technological constraints / advancements that influence the following quarters initiatives.
 Responsible for onboard orientation for new key hires and constant education of the importance of quality and how critical it is to achieve customer satisfaction.
 Yearly Management review and monthly claims and compensations reports.
 Marketing and branding for facilities, fleet and couriers.
 Sustainability initiatives and activities.


Achievements in this role included:
 Developed and deployed new Microsoft Access systems tailored on customer requirements. These system were able analyze thousands of records in matter of seconds, replacing the manual work that was done before which contained a huge number of steps and a high margin of error. These records are essential for our customer based reports.
 Implementation of TISSE certification requirements in preparation for an upcoming external audit.
 Introduced procedures such as the Double inspection Process allowing the operations team (outlet and outbound) to execute and deliver with minimal resources and reduce the amount of error caused by the normal inspection process.
 Gained excellent working knowledge of aramexs services, products, software deployment systems and data processes.

• Developed comprehensive understanding of internal Key
Performance Indicators (KPIs) to align with business objectives.
• Designed and implemented a data analysis system to generate
insightful reports for decision-making processes.
• Produced external customer reports to communicate business
performance and improvements effectively.
• Conducted thorough research to identify both internal and
external opportunities for business enhancement.
• Observed and analyzed key organizational processes to develop
checklists ensuring adherence to quality standards.
• Maintained and updated the Quality Management System (QMS)
to uphold compliance and continuous improvement.
• Collaborated cross-functionally with departments such as
Supplier Management, Marketing, Web Services, Supply
Chain/Operations, and IT to foster a cohesive business.

Responsibilities in this role included:
 Understanding and development of internal KPIs
 Creating system to analyze data, and create reports based on findings
 External customer report creation
 Researching internal and external improvement opportunities
 Observing key processes in the organization and develop checklist that can cover the major factor to achieve the organizational quality requirements
 QMS maintenance and updates
 Worked with and have good working knowledge of all departments across all services in aramex including Supplier Management, Marketing, Web Services, Supply Chain / Operations, IT.

Achievements in this role included:
 Major overhaul of the Logistics & Domestic KPIs and dashboards which entailed re-coding the whole dashboard and audit systems, redesigning the interface and usability, as well as adding the ability to customize the dashboard according to customer needs, on a SharePoint platform on a global scale
 Introduced Macros function into the auditing systems - this meant that we were able to reduce the amount of working hours spent on generating the weekly audit reports.
 Rewrite the domestic procedures to clearly state the operation flow and responsibilities within the organization.

• Conducted comprehensive internal audits to identify areas for
operational improvement and implemented corrective actions to
enhance efficiency.
• Analyzed and optimized processes in preparation for external
certifications, including ISO 9000, ISO 14001, OHSAS 18001,
TISSE, and OSHAD.
• Developed and maintained rigorous health and safety reporting
systems, as well as risk assessment protocols to ensure
workplace safety.
• Supervised and inspected Oil & Gas fleet operations, including
third-party engagements, to evaluate health and safety
standards of potential suppliers.
• Implemented and managed health and safety policies across
various workplace environments and facilities to ensure
compliance and best practices.
• Established and controlled procedural standards across different
departments to maintain consistent quality and operational
efficiency.
• Traveled to company facilities to collaborate with operations
managers on resource allocation and to address technological
constraints and advancements for upcoming initiatives.
• Led onboard orientation for new key hires, emphasizing the
importance of quality management and its impact on customer
satisfaction.
• Conducted yearly management reviews and prepared monthly
claims and compensation reports to monitor and address
operational challenges.
• Took the lead on marketing and branding efforts for company
facilities, fleet, and courier services to enhance corporate image
and market presence.
• Initiated and managed sustainability projects and activities,
aligning with corporate social responsibility goals and
environmental standards.
• Oversaw facilities management, including the supervision of
housekeeping staff and coordination with outsourced labor
services.
• Acted as the Business Continuity Champion for the station,
ensuring operational resilience and preparedness for potential
disruptions.
• Fulfilled the role of Stations Strategy Champion, leading strategic
planning and execution to drive business growth and competitive
advantage.