MEHREEN AR

Operational Execution & Supply Risk Mitigation
• Managed end-to-end inbound supply of critical manufacturing inputs (APIs, excipients, packaging materials), ensuring timely availability
aligned with production schedules to prevent batch delays
• Proactively identified and mitigated a major risk involving delayed temperature-sensitive vaccines due to missing documentation, coordinating
with 3PL, QA, and customs (MOHAP) to reduce clearance from 3 days to 24 hours, preventing stock-outs and expiry
• Monitored supplier and logistics lead times, proactively escalating risks impacting supply continuity to maintain seamless material flow for
formulation manufacturing
• Coordinated cross-functionally with Procurement, QA, Warehouse, and Manufacturing teams to ensure material readiness and GMP
compliance throughout the inbound process
Process Optimization & Inventory Management
• Implemented process improvements by ensuring all documentation was ready pre-arrival, slashing lead times and enabling same-day
warehouse receipt for an average of 30 containers and 20 air shipments monthly
• Achieved freight cost savings by supporting shipment consolidation and improved inbound planning, reducing the frequency of costly urgent
shipments
• Supported inventory control by ensuring strict FEFO (First-Expiry-First-Out) implementation and batch traceability, directly mitigating shelf-life
risks and reducing logistics-related write-offs
• Leveraged track-and-trace systems for real-time visibility and data-driven decision-making to manage exceptions and ensure on-time delivery
Team, Vendor & Compliance Leadership
• Led team of 6-8 logistics and clearance staff, with direct responsibility for their training, performance monitoring, and daily execution of
customs clearance and inbound transportation
• Acted as primary contact for key freight forwarders and carriers (Emirates SkyCargo, DHL, Expeditors), managing performance through KPI
monitoring and Quarterly Business Reviews (QBRs) to improve on-time delivery and reduce compliance deviations
• Developed and updated SOPs and training materials for the team, covering inbound documentation, customs compliance, and cold-chain
handling
• Applied expertise in UAE/GCC pharmaceutical regulations (including MOHAP requirements) to ensure full compliance for product registration,
import approvals, and controlled substance handling

Operations Management & Performance Optimization
• Supervised daily contact centre operations, maintaining high productivity, service-level targets while managing 60+ emails/calls daily
• Monitored and drove performance using key KPIs including Average Handle Time (AHT) and First Contact Resolution (FCR), achieving
consistent service-level adherence
• Optimized workforce coverage by coordinating staff rosters, attendance, leaves, and breaks to ensure uninterrupted service delivery during
peak periods
Customer Experience & High-Value Escalations
• Handled high-priority customer inquiries, including account disputes and reward programme queries for Skywards members, processing real
time seat upgrades and service requests
• Collaborated cross-functionally with multiple departments to resolve complex client issues, directly improving operational efficiency and
member satisfaction
• Managed high-volume communications while maintaining quality standards, serving as the primary escalation point for premium-tier
customer concerns
Team Leadership & Workforce Development
• Managed and trained a team of agents, delivering ongoing coaching and performance feedback to enhance individual and team capability
• Monitored operational metrics to identify skill gaps and implemented targeted coaching, while also optimizing resource planning and real
time schedules to balance service demands with team well-being