Country General Manager
DHL Express
Total years of experience :33 years, 5 Months
Country General Manager Jordan
DHL Express Jordan
Responsibilities as National Customer Interface Manager:
• Integrating/developing processes that meet business needs and participating in long-term planning, and contributing to the overall business strategy.
• Identifying avenues and opportunities to expand business by expanding retail sales business outlets, providing logistics and security support to all business outlets within the required standards.
• Spearheading a multicultural team of 218: Call Center 51 agents, Customer Service 36 executives, Import and Clearance Desk 10 coordinators, Customer Care section 07 executives, Key Accounts Desk 09 executives and Retail Sales 105, recognizing team dynamics maximizing team effectiveness by utilizing diversity of the team and ensuring full participation from all.
• Leading/ directing Customer Relations activities across 48 Retail Sales, ensuring the delivery of a cost efficient, reliable, timely and high quality service that would maximize the sales opportunities.
• Proactively changing delivery in response to feedback from: the business, client, E & O, performance and call analysis.
• Managing logistics, budget, pricing, profitability and marketing activities that address Customer Service and Contact center needs/expectations across KSA.
• Supporting state-of-the-art technological initiatives, web-centric value added services for all inbound customer inquiries and acting as 24x7 escalation point for resolving all customer complaints/claims.
• Designing and developing innovative business practices and maintaining relationships with key industry contacts to ensure the achievement of service levels in line with network standards and ISO procedures.
• Keeping close tabs on market dynamics and competitor activities, and devising effective marketing strategies to counter the same.
• Formulating strategies to optimize performance parameters and business outputs and provide best in class Customer Services and Contact Center Operation.
Responsibilities as Customer Service Manager
• Headed and drove forward an evolving department, identified and analyzed commercial/ operational data. Deployed resources/ personnel and assisted in conceptualization of strategies to optimize call center operations.
• Reviewed existing systems, processes and technologies with a view to further enhance the service provided by implementing new projects such as: GEMA, CSV, IVR, VOIP, NPTS, Desktop Faxing, Customer Billing, etc.
• Motivated a team of 87 employees consisting of direct reports and indirect executives and agents from different groups within the company to drive and exceed service targets in order to generate value added services (Insurance & Time Definite Delivery) revenue through incentive schemes.
• Coordinated with National/ Regional Customer Services to enhance services and reduce costs.
• Instilled customer-focused attitude amongst the team through effective training and support impacted the bottom line by boosting productivity and increasing employee retention.
Responsibilities as Retail Sales &Customer Service Manager / Eastern Province
• Established and implemented policies for Imaging Services & new phone system for DHL Saudi Arabia and centralized Saudi Arabia Supplies Desks.
• Re-structured Customer Services and Retail Sales departments and contributed in expansion of Retail Sales Outlets in Eastern Province
• Launched Customer Service Intranet Page on KSA Web Site and was awarded as best "Customer Service Station of the year 2002".
• Planned, developed, and coordinated the execution of program policy, procedures, and operations; monitored compliance with company policies, procedures, regulations, and appropriate laws.
• Headed a team of 40 sales professionals across diverse profiles to execute cash sales target and achieve projected business and sales targets.
• Liaised with a host of corporate and retail clients, to ensure long term business relations and optimal levels of service in compliance with ISO procedures.
• Promoted customer relations by providing premier customer service/ escalated situations, developed a good rapport with the customers. Promptly responded to customer problems by performing required action and ensured that appropriate changes are made to resolve issues faced within specified SLA.
• Drafted monthly sales forecasts performed sales analysis and implemented key strategic decisions to reduce costs and generated regular reports to upper management regarding Customer Services and Retail Sales Departments.
• Administered effective operational procedures and formulated strategies to meet the company's sales plans and service standards.
• Maintained harmonious and professional relationships with customers, and assured they receive satisfactory services. Also, answered their inquiries, and dealt with complaints.
Responsibilities as Senior Passenger Officer
• Initiated and designed complete business plan and strategic marketing to maximize ticket revenues and facilitated proper billing of excess baggage.
• Organized and supervised work of airline services operators to assure performance targets are met and provided reports/ recommendations to senior management, to improve services to passengers.
• Assumed responsibility for cargo management and loading of aircraft as well as following up with other Airlines.
• Handled passenger complaints at the airport in an efficient and customer oriented manner within the existing company policy.
• Developed and implemented sales plans to accommodate corporate goals. Directed sales forecasting activities and set performance goals accordingly.
• Liaised with local authorities (customs, police, civil aviation etc.) at the airport for smooth and efficient passenger handling.
• Kept close tabs on market dynamics and competitor activities, conducted feasibility studies and provided appropriate recommendations to the upper management for increasing revenue growth of the company
Responsibilities as Teacher of English Language
• Designed/established English course structure in line with syllabi and a definite roadmap, in consultation with management and senior faculty members, to meet long term organizational objectives.
• Ensured a highly conducive atmosphere for learning through encouraging healthy competition and formulated content and reinforcement activities to enhance student skills.
• Encouraged the concept of "experimental learning" involving a lot of activities, interactive methods of learning, leading to higher percentage of understanding and retention power.
Military Conscript at Jordan Royal Airforce/ Transportation Squadron
Responsibilities as Teacher of English Language
• Designed/established English course structure in line with syllabi and a definite roadmap, in consultation with management and senior faculty members, to meet long term organizational objectives.
• Ensured a highly conducive atmosphere for learning through encouraging healthy competition and formulated content and reinforcement activities to enhance student skills.
• Encouraged the concept of "experimental learning" involving a lot of activities, interactive methods of learning, leading to higher percentage of understanding and retention power
Certification/diploma with Distinction, Developing Business Leadership
Master's degree, English ( Comparative ) Literature
Bachelor's degree, English Literature
Other Trainings & Certifications: • DMAIC, Bronze Certified • Global Sales Process • Sales Management System • Finance for Non Finance Managers • Selling in Physical Channels • Finance for Decision Makers • Influencing with Impact • Management Development Program • Logistics and Supply Chain • Selling Against Freight Forwarders • Conducting Employees Performance Appraisal • DHL Induction Course • Behavioral Skills • Comprehensive Passenger Handling