umair khalid

- Boosting supply NPS and happiness KPIs (up to +ve 32%) by introducing new loyalty programs, supply-based BD initiatives, and enhancing our Rider support.
- Maintaining a high product quality rating across cities by providing best experience possible.
- Managed direct report dispatchers; provided mentoring, call auditing, performance reviews, employee evaluations, hiring, training and handled complaints.
- Collaborated in the development third-party contracts.
- Negotiate with third-party logistics supplier to support the yearly budget goals.
- Monitor and control dispatch process during high volume of orders and staffing shortages.
- Ensure all drivers pay collection balances on time.
- Developed a corrective action and absenteeism tracking system.
- Ensure effective and timely implementation of all daily operational goals.
- Assist audits of vendor invoices and month-end processing to incorporate finance accruals.
- Ensure to process orders and on-time delivery by network of couriers and restaurants.
- Identify enhancement opportunities and suggest solutions for improvement.
- Efficiently allocating and budgeting for incentives and bonuses to Riders by analyzing missed orders and demand trends during different times of the day taking into account seasonality effects, such as exams, Ramadan, or Eid.

 Always be CAREEM to captains
 OWN one of five key functions: quality management, captain on-boarding, supplier relations, peak management, captain happiness
 Collaborate with other team members to ensure the meeting of KPIs during a shift
 Identify voice skills and how to enhance a good telephone presentation.
 Brainstorm ideas and critically re-think every process, all the time
 Other duties as assigned.
 Always being there for captains and colleagues

 Support and provide superior service via phones, e-mails and faxes as a receiver and caller
 Use questioning and listening skills that support effective telephone communication.
 Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
 Understand the impact of attitude in handling calls professionally
 Effectively deal with job stress, angry callers, and upset customers
 Use the most appropriate way to communicate with different behavior types on the telephone.
 Apply the elements of building positive rapport with different types of customers over the phone.
 Apply the proper telephone etiquette to satisfy various customer situations.
 Apply appropriate actions to effectively control a telephone call.
 Identify voice skills and how to enhance a good telephone presentation.
 Meets commitments to customers
 Other duties as assigned.
 Display Time flexibility towards shifts as per work floor requirements

 Manage order selection, pick and pack operations and Radio Frequency scanning to consistently meet order deadlines.
 Ensure special project deadlines are met by observing Warehouse Management System priorities.
 Coordinate resources and scheduling with other departments to ensure utilization of personnel to meet or exceed daily customer order downloads.
 Oversee container unloading and put away to ensure inventory accuracy and order availability and loading of freight according to Bill of Loading (BOL) to meet on time shipments.
 Promote housekeeping to ensure a safe and accident free working environment.

 Contact with buyers to validate the data of summary purchase order.
 Coordination with suppliers for the order confirmation / proforma invoice & guiding them about the company policies and SOP.
 Validate the information and cost on the order confirmation / proforma invoice with the purchase order.
 Negotiating with suppliers on discounts after the agreed delivery deadline.
 Coordinate with suppliers for the payment terms e.g. letter of credit, wire transfer or credit card.
 Verification of Letter of credit, Wire Transfer and Credit Card payments to suppliers.
 Providing shipping instructions to the supplier and assure that complete commercial docs are provided with the shipment.
 Dealing with local and international forwarders regarding pickup and delivery of shipments.
 Coordinate with supplier for commercial invoice, packing list and airway bill number to monitor the delivery.
 Negotiating Import & Export tariff with International forwarders and courier companies.
 Notifying supplier for any missing and damage items from shipment and negotiate with them for the credit or new item

Fully follows operating procedures and provides customers with the best product according to his requirement without overselling or underselling.
Should have the ability to turn leads/cold calls into sales, to achieve assigned sales targets.
Responsible for acquiring the complete understanding of product range and transferring knowledge/features benefits to customers.
Responsibility to maintain proper record of all sales leads and inquiries for regular follow up with customers to turn potentials into leads.
Responsible for ensuring that all sales are completed in an efficient manner i.e. customer should never complain about after sales service.
Various other duties, projects, and responsibilities may fall under this role on an as needed basis.