مهند باطويل

Key Responsibilities:
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Leading Kitchen Park's operations across Saudi Arabia and Bahrain with full P&L accountability.
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Driving the development and execution of market entry strategies, covering site selection, competitive positioning, and long term growth planning.
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Directing all support functions (commercial, HR, finance, IT, operations, CX) to ensure alignment with corporate strategy and efficient execution.
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Establishing strategic partnerships with F&B brands, aggregators, and regulators to accelerate tenant acquisition and order volumes.
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Designing and standardizing operational frameworks to enable scalability and compliance across multiple facilities.
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Building and coaching cross functional leadership teams to deliver both short-term performance and long-term strategic objectives.
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Reporting directly to senior leadership on strategic initiatives, market performance, and financial outlook.

Flow Express is an automated logistics solutions company, primary focus is to provide a seamless customer experience, and consistent
delivery service throughout KSA, Flow Express is one of AL Suliman Group companies (IKEA, Flow PL, SALASA, LiveSpace & Cartlow)

Key Responsibilities:

• Responsible of establishing Flow Express from the scratch starting from the legal requirements, team structure & functions.

• Improve efficiency and increase company revenue & profits while managing the company’s overall operations.

• Oversee several elements in a business, including hiring staff, commercial pipeline, operating budgets, and launching price
promotions that could attract more customers

• Design strategy and set goals for growth which are aligned with group goals.

• Build relationship with the clients/vendors to ensure having strong partnership with the clients and vendors as well

• Set budgets and control P&L by optimize expenses & leveraging on existing resources

• Provide solutions to issues (e.g., profit decline, employee conflicts, loss of business to competitors)

• Ensure employees are motivated and productive and ensure employees work productively and develop professionally

• Prepare and present regular reports for upper management & board of directors’ different committees such as ExCom.

Nana Direct is the first online shopping and delivery to houses service in KSA. We are working cover all the Kingdom. Expanding
coverage areas require more time and effort to
ensure the highest quality level of provided service.

Highlights:
• Established customer support and logistics finance teams.
• Leading the operational projects of Nana expansion plan to Bahrain &Egypt.
• Played a pivotal role in establishment Nana Dark Stores.
• Implemented initiatives caused decreasing CPO by 20%
Key Responsibilities:
• Ensure that OPS & CX teams works in collaboration with all other business functions, consistently delivering great
end-to-end customer experience across stages, channels, and touchpoints in the customer journey
• Liaising with superior to make decisions for operational activities and set strategic goals
• Planning and monitoring the day-to-day running of business to ensure smooth progress
• Supervising staff from different departments and provide constructive feedback
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team
• Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a
change, if required for the improvement of overall customer experience
• Measure and track CPO on identified transformation opportunities for OPS & CX along with driving continuous process
improvement culture across customer experience
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation
process
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant
technologies for reporting and analytics across customer service and other customer facing functions/ channels

Zajil Express (L.L.C.), an icon of entrepreneurship in Saudi where it expanded its operations in transportation and logistics services
where it is considered one of the leading companies in the kingdom of Saudi Arabia.
.
Key Responsibilities:
• Organize & supervise all outlets customer service along with operations and guide staff as well.
• Prepare and control the outlet’s budget aiming for minimum expenditure and efficiency.
• Monitor & analyze the production & sales levels and ensure to increase the revenue.
• Deal with complaints from customers to maintain the outlet’s reputation.
• Keep abreast of market trends to determine the need for improvements & expansion plans for the outlets.
• Ensure that all outlets are fulfil all legal health and safety guidelines.
• Create new and effective work methods, generating creative solutions.

Pace LLC is an Abu Dhabi based company with offices in KSA, Egypt and Pakistan. The company is logistics division for SWYFT &
Zadfresh, and it focuses on delivering E-commerce centric product which operates in more than six countries and high - transaction
volumes.
Highlights:
• Established call centers by Outsourcing teams over 3 different countries.
• Played a pivotal role in establishment Rider Care, Customer Care & Support teams.
• Replaced old Call Center system 3XC by new system GENESYS.
• Implementing Zendesk ticketing system for all company.
• Decrease the CPO per order by 40%.
• Diversify the company’s revenue stream by increase the number of partners.
• Initiate a solution to reduce the calling process by 35%.
Key Responsibilities:
• Improve customer/riders service experience, create engaged them and facilitate organic growth
• Take ownership of rider’s issues and follow problems through to resolution
• Build strong relations with external customers.
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through
encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

HungerStation is the biggest online food ordering platform in the region. Connecting thousands of restaurants with their customers
across the kingdom of Saudi Arabia & Bahrain. Through its state of the art technologies and advanced logistics, HungerStation emerged
as an enabler for the whole industry, supporting restaurants to increase their sales and maximize their profitability, while understanding
their customers behavior and delivering the utmost experience.
Highlights:
• Established call centers by Outsourcing team.
• Played a pivotal role in establishment logistics Support teams.
• Implementing call center & ticketing systems for logistics department.
Key Responsibilities:
• Play a key role in creating Logistics department in the company.
• Improve customer & riders service experience, create engaged derivers and facilitate organic growth.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement
and empowerment
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget

Johnson Controls a leading multi-industrial company and a pioneer provider of integrated solutions that incorporate HVAC
equipment, fire and security systems, building management systems and controls, for the residential, commercial and industrial
sectors, in the Kingdom of Saudi Arabia and Lebanon ..
Highlights:
• Bestowed with outstanding performance award during year 2017.
• Efficiently working with ISO 10002 for Customer Satisfaction.
• Played a pivotal role in establishment Telesales & E commerce channel (online Store).
• Replaced old Call Center system AVAYA by new system AMEYO.
• Implementing NPS for all company
Key Responsibilities:
• Presetting weekly, monthly and quarterly reports and come up to the upper management with insights and recommend
solutions and initiatives
• Responding and catering to inquiries/ complaints from customers to ensure optimal levels of service and long-term business
relations.
• Planning and implementing an integrated range of customer service goals/ objectives of the organization
• Replacing & Implementing a new Calling Center system
• Resolving customer complaints completely by performing required action and ensuring that appropriate changes are made to
resolve problems faced by customers. Referring unresolved customer grievances/ specific customer requests to the senior
management for further investigation.
• Staying attuned with new developments and changes in policies/procedures to enhance the quality ofcustomer service
provided.
• Managing Customer Care team along with Telesales team to achieve planned goals/ objectives

Aramex International Company is renowned as a leading global provider of comprehensive logistics and transportation solutions. The
range of services offered by Aramex includes international and domestic express delivery, freight forwarding, logistics and
warehousing, records and information management solutions, e-business solutions and online shopping services.
Highlights:
• Bestowed with outstanding performance award during the 1st quarter of the year 2012.
• Efficiently working with TISCI for acquiring Customer Service Excellence Certificate, which will be led by myself
• following the Audit in November will serve as the member of this organization.
• Played a pivotal role in spearheading and monitoring the Social Media team in Jeddah.
Key Responsibilities:
• Planning and implementing an integrated range of customer service policies and procedures for the division consistent with
the overall goals/ objectives of the organization.
• Accountable for handling the main communication and supervision of operations for top clients (CGI - USembassy)
encompassing the passport handling, drop off and pick up and various other activities as assigned.
• Functioning as the key communication manager between Aramex and Several Jeddah Courts (Family, criminal andExecutive
Court).
• Directing the preparation and maintenance of weekly, monthly and quarterly reports from the system in order to keep the
upper management abreast of customer service initiatives of the department.
• Maintaining day to day records of status of complaints on web-based interface as well as customer interactionsand
transactions, recorded details of inquiries, complaints and comments, as well as actions taken to cater the same.
• Delivering exceptional customer service and proactively developing customer relations through soliciting feedbackand
addressing/ resolving customer complaints pertaining to web-based interface.
• Responding and catering to inquiries/ complaints from customers to ensure optimal levels of service and long-term business
relations.
• Fostering effective channels ofcommunication with the management to plan, devise and implement innovative methods to
enhance and maintain customer care and after sales services resulting in increased revenue and business growth.
• Keeping a track of customer service operations, preparing regular status reports for the upper management andproviding
recommendations for improvement in customer service policies.
• Streamlining the preparation of Operations Performance Report and Quality Management Report, thus submitting the same to
management and clients for further corrective measures.