BUSINESS SUPPORT (PROJECTS)
EULER HERMES
Total years of experience :18 years, 10 Months
EULER HERMES
DUBAI, UAE
BUSINESS SUPPORT (PROJECTS) (08/2012 - PRESENT)
• Present Business process study
• Gap analysis & improvement recommendation
• Successfully part of the roll-out team of the Client Service Call center model
ESAB MIDDLE EAST
DUBAI, UAE
CUSTOMER SUPPORT MANAGER (05/2009 - 07/2012)
Managing a Team of 10 Account Managers, for Middle East region, ensuring achievement of Operational goals
• Lean specialist
• Managing the day to day operations with a Team of 10 reps for timely Customer order-delivery, post delivery aspects of Customer Support
• Working in close liaison with Corporate and Central and Local ERP (Movex) Implementation Teams to implement 'Best practice' methodology for UAE Business
• Working closely with Sourcing units for processes & T's & C's improvements
• Working closely with the Senior Management to ensure constant improvements in performance, KPIs and accurate performance and quality reporting
• Working with Sales and Customers to create and implement action plans to improve Customer Service performance
• Developing & maintaining Operational policies and procedures
• Primary Owner and Maintainer of Pricing configurator (Access Database)
• Creating Operational standards, Incentive structure, daily tools, trackers and templates for performance management, security, quality and audit compliance
➢ Recognized as 'Developing Talent' - Management individuals who have shown the capability for future growth. They show the potential to enter the Senior Leadership group. Attended the Leadership: Developing Excellence program (Brunel University, UK)
➢ Developing Talent thesis "Active Information Management Systems (AiMS) "
➢ Elected to train as Regional Lean champion. Attended the Lean Academy program for non-manufacturing (Oxford & Unipart Cowley facility, Crewe)
HONEYWELL SECURITY MIDDLE EAST
DUBAI, UAE
CUSTOMER SUPPORT MANAGER (10/2007 - 09/2008)
Supervising Team of Account Managers, Purchasing, Logistics & Service dept for:
• Complete order-delivery-post delivery aspects of Customer relationships
• Working with Sourcing units for product procurement, processes & T's & C's improvements
• Management of Post delivery services (RMA)
• Carry out root cause analysis to ensure business processes are continually improved
• Reporting/Analysis: In dept analysis of customer/factory reports
• Working closely with Finance for recovery of Receivables
• Primary POC for escalation for the effective resolution of issues
Project Implementations
• Oracle Implementation
o Pre/post launch user testing
o Documented & established processes - O.M., Purchasing & Procurement, Credit/Debit notes, RMA, Logistics
o Primary POC for post launch system issues and user support
➢ Achievement Award for Performance, above & beyond, within 4 months of joining
HEWLETT-PACKARD (CANADA) CO.,
TORONTO, CANADA
TOOLS DEVELOPMENT & REPORTING (05/2000 - 02/2003)
Developed and Supported Cross Functional Tools and Reports: • Provided scheduled reports for Channel Marketing Teams, Business Unit Marketing, Finance, Operations, Channel Sales and selected NA contacts from various related functions
• Analyzed data and designed reports with requested business functions then programmed report automation using VB 6.0, SQL and MS Access
➢ Achievement Award for Operations 'Backlog Analysis' Report design & automation
➢ Achievement Award for Inventory Management 'Communications Tool' design & automation
Project Implementations
• Compaq Online E-Store
SAP - Explorer Super User
• Completed Explorer Super User Certification to become part of a team of 3 to support Canada (Aug 2001)
• Trained and instructed Order Management SAP system users
• Troubleshoot system issues
• Advised users and Global Business Solutions (I.T. Dept) of probable solutions
ORACLE DATABASE ADMINISTRATION CERTIFICATE CANNET Tech, Toronto, Ont. (1999 - 2000)
BBA - MANAGEMENT INFORMATION SYSTEMS CYPRUS College, Cyprus (1991 - 1995)
IFCSE, CONTINENTAL School, Saudi Arabia (1990 - 1991)