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Ibrahim Hawash, Customer Service Logistics Manager

Ibrahim Hawash

Customer Service Logistics Manager·Hapag Lloyd Saudi Arabia

Saudi Arabia

Bachelor's degree, Businees Administration and Marketing

Work experience

Total years of experience: 25 years, 1 months

Customer Service Logistics Manager

July 2017 - January 2024

Hapag Lloyd Saudi Arabia

Jeddah, Saudi Arabia

July 2017 - January 2024

• Maintained high standards of product knowledge, applying customer service knowledge to assess level of understanding, identifying knowledge gaps and taking action for further in-depth training.
• Increased customer satisfaction within very short time, providing a superior level of customer service by offering applicable product solutions or suitable alternatives.
• Decreased call transfer rate from customers through improved training initiatives, such as accurate and quick response.
• Delivered feedback constructively to enhance staff performance.
• Ensures that customers are served in a timely and professional fashion to maintain and grow the account base. Develop project concepts and maintain optimal workflow.
• Guides, coaches, and supports the Customer Service department.
• Maximizes productivity and minimizes penalties to ensure a positive working environment.
• Assists staff with trouble shooting and handles elevated customer problems.
• Making sure to understand the requirements of the customers and how it will meet with the company.
• Educated clients on product and service updates to sustain business.
Company industry:
Shipping
Job role:
Logistics and Transportation

Branch Supervisor

September 2015 - June 2017

Hapag-Lloyd Saudi LTD.

Riyadh, Saudi Arabia

September 2015 - June 2017

• Conducted regular branch staff meetings to communicate goals and objectives.
• Boosted branch sales by developing and deepening customer loyalty through incentive programs.
• Performed monthly and quarterly employee performance appraisals.
• Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
• Organized regular coaching and training exercises with staff to build motivation.
• Evaluated staff and customer feedback to improve branch operations.
• Set team performance goals and monitored progress to encourage attainment.
• Built and nurtured customer relationships to retain business and loyalty.
• Resolved customer complaints quickly and professionally to maintain satisfaction.
Company industry:
Shipping
Job role:
Management

Logistics Operation Supervisor

July 2008 - August 2015

Hapag-Lloyd Saudi LTD.

Riyadh, Saudi Arabia

July 2008 - August 2015

• Provided technical assistance to eliminate errors in order management, resulting in higher customer satisfaction.
• Introduced training procedures that helped increase productivity.
• Managed operational queries quickly and professionally with client satisfaction.
• Oversaw staff planning, ensuring adequate resources and capacity to meet prioritized demand.
• Managed and motivated high-performing teams for successful KPI attainment.
• Developed, recommended and implemented strategies to improve employee work quality and speed.
• Noted employee absences and grievances, and improved team development and performance with right training.
Company industry:
Shipping
Job role:
Management

Logistics Sales Executive

April 2002 - June 2008

Hapag-Lloyd Saudi LTD.

Riyadh, Saudi Arabia

April 2002 - June 2008

• Achieved retention targets by building and nurturing loyal client relationships.
• Monitored competitor activity to remain ahead of industry trends.
• Created account frameworks and secured contract signatures.
• Secured high-value new business through strategic networking.
• Educated clients on product and service updates to sustain business.
• Communicated regularly with clients through face-to-face and virtual meetings to maintain business.
• Updated customer records for current, accurate account data.
• Followed up customer orders to deliver within agreed terms.
• Worked within operational service levels to guarantee customer satisfaction.
Company industry:
Shipping
Job role:
Sales

Front Office Supervisor

September 2000 - March 2002

Centra Arabia (King Faisal Specialist Hosp

Jeddah, Saudi Arabia

September 2000 - March 2002

• Monitored recordkeeping to enforce high standards of document control and champion transparency.
• Inspired teams to proactively pursue continuous improvement within areas of work.
• Drove community outreach by launching awareness campaigns and increasing flexibility of social care.
• Anticipated staff and resource requirements to facilitate smooth execution of social care services.
Company industry:
Other Healthcare Services
Job role:
Management

January 1999 - January 2002

January 1999 - January 2002

Maintenance Supervisor

August 1999 - August 2000

Jamal Al Jassim Electronics

Riyadh, Saudi Arabia

August 1999 - August 2000

Reposible for the showroom sales.

Managing showroom sales.

Stock Controler.

After sales service.
Company industry:
Computer Hardware & High-Tech Manufacture
Job role:
Management

Education

Bethlehem University

July 1999

July 1999

Bachelor's degree, Businees Administration and Marketing

Palestine

GPA (point): 3 out of 4

GPA (point): 3 out of 4

,

Skills

Personality
Expert
Personality
Expert
BUDGETING
Expert
BUDGETING
Expert
CONTROL
Expert
CONTROL
Expert
INSURANCE
Expert
INSURANCE
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
SALES
Expert
SALES
Expert
COMMUNICATION SKILLS
Expert
COMMUNICATION SKILLS
Expert
CRM
Expert
CRM
Expert
MICROSOFT ACCESS
Expert
MICROSOFT ACCESS
Expert
LEADERSHIP
Expert
LEADERSHIP
Expert
Logistics
Expert
Logistics
Expert
Typing
Expert
Typing
Expert
Operation
Expert
Operation
Expert
Customer Service
Expert
Customer Service
Expert
Customer Care
Expert
Customer Care
Expert
Administration
Expert
Administration
Expert
Mail
Expert
Mail
Expert
Office Administration
Expert
Office Administration
Expert
Marketing
Expert
Marketing
Expert
Outlook
Expert
Outlook
Expert
Personality
Expert
Personality
Expert

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
Customer Service Professioanl
Sep 2023
Show credentials
Customer Service Professional
Sep 2023
Show credentials
Training
Data Protection for Customer Service
Hapag-Lloyd
May 2018
Show credentials
Bill of Lading Basics
Hapag-Lloyd
Nov 2017
Show credentials
Information Security
Hapag-Lloyd
Mar 2018
Show credentials
Compliance Training
Hapag-Lloyd
Feb 2018
Show credentials
Security Awarness
Hapag-Lloyd
Sep 2020
Show credentials
Salesforce Case Management
Hapag-Lloyd
Nov 2020
Show credentials

Hobbies

  • Travelling, Swimming and Playing the Organ