محمود حتاملة

• Conducted operational and process studies using industrial engineering principles to optimise resource allocation,
staffing, and workflow efficiency across two business units.
• Built a 12-month financial and operational model in Excel covering cost structures, inventory purchasing, CAPEX
staging, and KPI tracking, projecting Year 1 revenue of USD 3.77M.
• Engaged in Kaizen and continuous improvement activities, identifying waste across the 7M categories and
implementing process enhancements to reduce operational cost.
• Developed an ISO 9001-aligned quality framework with CAPA corrective actions and PDCA improvement cycles to
ensure consistency of operations and compliance with standards.
• Produced KPI dashboards and periodic performance reports in Excel and Power BI to support management decision
making.

• Resolved complex, escalated technical issues across multiple channels in a multinational SaaS environment,
maintaining high resolution quality and client retention.
• Documented recurring issues and identified technical patterns across cases, leveraging AI tools to accelerate
analysis and knowledge-base documentation — applying industrial engineering principles to recommend process
improvements that were adopted by the team.

• Managed B2B client accounts, monitored material consumption and inventory, and analysed market trends to
support inventory planning and operational decisions.

• Coordinated multi-department operations and monitored daily activities, following up on issues and ensuring on
time delivery against project schedules and standards.
• Prepared periodic reports (monthly, quarterly, annual) on operational KPIs and performance metrics for senior
management and regulatory bodies.
• Designed process documentation and workflow charts, ensuring consistency of operations and proper approval
cycles across functions.
• Conducted benchmarking studies against international standards, producing data-driven recommendations for
process and programme improvement.
• Trained and onboarded an international team, ensuring compliance with operational procedures and quality
standards.

• Gained hands-on operational experience in a fast-paced, high-volume production environment, adhering to
standard operating procedures and quality standards.