Karim Zoheir

• Manage distribution operations handling 11, 000 cartons/day across 88 trucks.
• Lead 6 Supervisors, driving team performance and daily target achievement.
• Optimize routes and fleet utilization to improve efficiency and reduce costs.
• Monitor KPIs (OTIF, productivity, turnaround time) and implement corrective actions.
• Coordinate with Sales, Warehouse, and Supply Chain for seamless order fulfillment.
• Improve dispatch and delivery processes, reducing delays and enhancing service levels.
Key Achievements:
• Improved OTIF and delivery efficiency through better planning and coordination.
• Increased fleet utilization and reduced dispatch cycle time.

Supervise and coordinate daily operations of multiple Darkstores within your district. Ensure adherence to operational procedures, safety protocols, and quality standards.
Lead and motivate a team of Darkstore Managers and operational staff. Provide guidance, training, and performance feedback to ensure optimal team performance and productivity.
Oversee inventory levels and stock management processes within Darkstores. Implement inventory control measures to minimize shrinkage and ensure accurate order fulfillment.
Ensure high standards of customer service and satisfaction through efficient order processing and timely delivery. Address customer inquiries or issues related to Darkstore operations.
Monitor key performance indicators (KPIs) such as order fulfillment rates, on-time delivery metrics, and inventory accuracy. Implement corrective actions as needed to achieve operational targets.
Manage operational budgets and expenses within your district. Identify opportunities for cost savings and efficiency improvements without compromising service quality.
Collaborate with vendors and suppliers to maintain adequate stock levels and negotiate favorable terms. Ensure timely receipt of goods and resolve any supply chain issues.
Ensure compliance with local regulations, health, and safety standards within Darkstores. Conduct regular inspections and audits to maintain a safe working environment for staff and adherence to company policies.
Drive continuous improvement initiatives to optimize Darkstore operations. Identify process bottlenecks, implement best practices, and leverage technology solutions to enhance efficiency and scalability.
Prepare and present operational reports and updates to senior management. Communicate effectively with cross-functional teams to align Darkstore operations with overall company objectives.

• Strategically plan and manage logistics, warehouse, transportation and customer services
• Direct, optimize and coordinate full order cycle
• Liaise and negotiate with suppliers, manufacturers, retailers and consumers
• Keep track of quality, quantity, stock levels, delivery times, transport costs and efficiency
• Arrange warehouse, catalog goods, plan routes and process shipments
• Resolve any arising problems or complaints
• Supervise, coach and train warehouse workforce
• Meet cost, productivity, accuracy and timeliness targets
• Maintain metrics and analyze data to assess performance and implement improvements
• Comply with laws, regulations and ISO requirements

Fulfillment
Overseeing daily order fulfillment activities, including order processing, picking, packing, and shipping preparation.
Working alongside a 3PL and utilizing their WMS software to optimize warehouse and fulfillment operations
Tracking inventory levels to prevent stock-outs and/or deadstock
Developing standard operating procedures (SOPs) for inventory control, logistics management, and order fulfillment to meet operational goals
Preventing inventory shrinkage, accidents, and occupational hazards
Optimizing procurement of inventory by improving vendor relationships, performance, and lead times
Managing a dynamic team of production supervisors, full-time and part-time warehouse staff, and other direct reports
Maintaining positive and mutually beneficial relationships with vendors, suppliers, manufacturers, and 3PLs (if applicable)
Reporting weekly on multiple fulfillment and performance KPIs
Providing data-backed and actionable updates to senior management to improve order fulfillment SLAs and vendor performance

Logistics
Selecting carriers and negotiating contracts and rates.
Planning and monitoring inbound and outgoing deliveries.
Supervising logistics, warehouse, transportation, and customer services.
Organizing warehouse, label goods, plot routes, and process shipments.
Responding to any issues or complaints.
Researching ideal shipping techniques, routing, and carriers.
Working with other departments to incorporate logistics with company procedures and operations.
Evaluating budgets and expenditures.
Updating and evaluating metrics to assess performance and implement enhancements.
Ensuring all operations adhere to laws, guidelines, and ISO requirements.

Contact Center

Hiring, training, coaching, and leading call center representatives as they provide support for customers.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees, other managers, and call center operations.

Role:

•Develop mentor and manage a team of (4 Team Leaders, 8 Shift Leaders and 362 Agents) in Egypt.
•Remotely manage Bahrain team ( 2 Supervisors, 6 Team Leaders, 150 Agents)
•Coach, monitor and provide feedback to the Management to improve performance.
•To ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.
•Setting up actionable KPI’s according to our previous, current performance and our business objective.
•Leading, training and managing team leaders of the account and handling any issues that may arise.
•Achieving account objectives, goals and targets while motivating the account stuff.

•Forecast and track the account performance metrics.
•Align with the support functions departments and ensure that all business requirements are considered and contribute the HR performing the technical interviews to select the targeted criteria.
•Reviewing the SOPs, making sure that it is up to date according to business needs.
•Weekly connect with logistics and country managers for alignment purposes.
•Weekly Business Review with the stake holders to follow-up on our metrics and KPIs making sure that all the departments are aligned and sharing the highlights and lowlights followed by proper action plan to better off the performance.
•establish and managing Quality Team to achieve our business goals and not to lose the sight of the customer.
• Launched WFM and RTM team to manage our team schedules, Forecast and to track their attendance.
•Communication with the other departments (Training, HR, MIS and etc..) to make sure to reach the best performance needed.
•Weekly analysis for the failure KPI’S to achieve the target.
•Recruit new staff and schedule existing staff to meet service level objectives.
•Develop contests, awards and themes that increase agents' loyalty and focus.
•Establish monthly meetings with other departments to review call center operations.
•Setting up Payroll, adjust the salary scheme according to Talabat and Otlob based on our budget.
•Setting up competitions, adjust the budget scheme according to our income and expenses based on our business needs.
•Initiated data base hub called Knowledge Base to have one unified credible reference for all our employees in Egypt and Bahrain.
•Re-checked the current in-house rules and amended it based on our business needs according to our labor law and this was aligned with our Legal Department.




•From

Ensure that all workings are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements
Chalking out or improve operational systems, processes and best practices that guarantee organizational well-being Purchase materials, plan inventory and ensure warehouse efficiency
Contribute towards the achievement of company’s strategic and operational objectives
Ensure that the packed products are matching our standards
Doing Sales territory Mapping and Manage a team of Sales Representatives to make sure that they are achieving their Sales target, creating new deals and delivering products.
Motivate staff to achieve all assigned targets and goals.
Disseminate new product information to the Sales Rep to be ready for launching.
Making SWOT analysis to carve a sustainable niche in our market.
Plan and develop merchandising strategies that balance customers’ expectations and company’s objectives
Following up with the Supply Chain Planning to anticipate and maintain inventory levels.

Develop mentor and manage a team of (15-18) Contact Center Representatives.
Coach, monitor and provide feedback to agents on a regular basis to improve performance.
Motivate staff to achieve all assigned targets and goals.
Improve performance by setting action plans and setting expectations to the team through the metrics.
Manage through TOPS to maintain and improve the KPIs.
To communicate management information and updates on policies and/or procedures to the operations team.
To schedule team staff meetings and functions.
To report to senior management on customer service metrics, opportunities, and threats.
To ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.

EMEA Region.

•Job Role:

Manages a network of repair factories, organize the distribution of spare parts and swap devices throughout the repair network and drive excellent network performance in order to support customer service levels in MEA markets according to Microsoft Process and swapping matrix.

Service Centers

•Vendor Management of backend operations
•Oversee repair factory operations
•Service Center operations audits and performance management
•Care repair readiness
•Following up with the new products lunching including the spares, swaps and tools.
•Following up with the logistics team to make sure to deliver the repaired and swapped devices on time.
•Auditing on Maintenance Department by visiting the service centers and Raya HQ to make sure that they are following Microsoft policy, process and procedures in repairing and swapping Microsoft devices.
•Make daily, weekly and monthly analysis to observe their performance and send it to the client.
•Conference calls with the clients to improve the service provided highlight the urgent cases and briefly review the weekly performance.
•Weekly Meeting to view the past week's events, including statistics, results and industry news.
•Point of contact between the customer, care center and Field force team to ensure that the customer is receiving the best repair service as per Microsoft Policy.
•Following up with our Social Media Team for any repeated complaints regarding the repair quality to sort the issue out as soon as possible




•From

Perform as primary interface for Global Management with regards to customer escalations. 
Ensure customer is heard throughout escalation process. 
Establish correct expectations, enforce relief and resolve through effective communication
Collaborate with infrastructure functions required in escalations management. 
Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams. 
Weekly and monthly analysis for the escalation cases to track the performance.
Managing the floor, providing assistance for level L1 agents and finishing the daily required tasks.
Handling Hard calls to make sure that we deliver the best service to the customer.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback.
Disseminate new product information to the agents.
Discuss a sales theme or point-of-interest topic for the agents.
Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Present to the Project Manager at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team.
Manage through TOPS to maintain and improve the KPIs.
Weekly analysis (ATAC) for the failure KPI’S to achieve the target.
Recruit new staff and schedule existing staff to meet service level objectives.
Develop contests, awards and themes that increase agents' loyalty and focus.
Establish monthly meetings with other departments to review call center operations.
Audit on Maintenance Department for Microsoft at Raya and make weekly analysis to observe their performance to adjust their Score Card.

From November 2013 till October 2014 worked for Teleperformance Egypt as “Social Media Moderator” for Microsoft Mobile.
Job Role:
Content creation and management: content marketing.
Interaction with users: community engagement.
Monitoring: online media, information sources and social channels.
Optimize, maintain, monitor and lead the platforms and any marketing strategies carried out in them: Facebook, Twitter
Measurements and follow-up: determining the ROI of the work carried out, justifying the quality of the actions taken and, of course, the results thereof.
Website: content optimization and stimulation, improvements within the website structure: functionality, usability, navigation by users. Developing and launching a mobile version. Promoting, marketing and communicating all the website’s contents. Measurements, monitoring and follow-up of results.
From October 2011 till November 2013 Worked for Teleperformance Egypt as International Technical Support Representative for Microsoft Mobile.
Job Role:
Handling All Technical inquiries regarding the Cell Phones through (Emails from October 2011 till March 2012), (Voice from March 2012 till March 2013) and (Chat from March 2013 till November 2013).
Troubleshooting with the Customers if their Cell Phones are not working.
Helping the customers with their new Cell Phones.
Dealing with the Service Centers.
Handling offline tasks.
Supporting the outbound team.
Supporting the follow up team to follow up with the Repairs and with the Service Centers.
Supporting new employees.
Doing outbound surveys (Happy Calls) with the customers after repairing their phones at the Service Centers.

From May 2011 till October 2011 worked for Teleperformance Egypt as Human Resource Specialist.
Job Role :
Develop and execute recruiting plans.
Research and recommend new sources for active and passive candidate recruiting.
CV Screening according to the organization needs 1st Phase.
Phone screening which is the 2nd phase.
Build networks to find qualified passive candidates.
Utilize the Internet for recruitment.
Contact applicant and ask questions in accordance with standards procedures as defined by the company.
Identify and report problems in obtaining valid data and reject applicants with incomplete data or suspicious circumstances.
Provide HR Supervisor with daily interview results with indications for short listing.

new employees.
•Doing outbound surveys (Happy Calls) with the customers after repairing their phones at the Service Centers.