Experience

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  Carrefour

  Feb 2013 - Oct 2015

  Customer service shift lead

  • Listen to customers’ questions and concerns, and provide answers or responses• Provide information about products and services• Take orders, calculate charges, and process billing or payments• Review or make changes to customer accounts• Handle returns or complaints• Record details of customer contacts and actions taken• Review and select standard responses for answers or solutions

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  Ikea group

  Sept 2015 - Oct 2018

  Back office operations - delivery department

  •Ensures all productivity measures are in place. and submit department KPI's reports.•Listen to customers’ questions and concerns, and provide answers or responses•Provide information about products and After Sale Service • Receives and inspects all incoming goods from Home Delivery Front Desk and .reconciles with Home Delivery documents as per the company policy, system and procedure.•Review or make changes to customer accounts•Ensures to log each Home Delivery document before goods are pushed to the loading bay.•Process customers after sale job as per the company system and procedures.•Ensures all customers' queries are attended to in a professional manner•Prepares and submit staff monthly payroll report to HR Connect as per the company payroll procedures Show less

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  Enova by veolia

  Oct 2018 - Nov 2019

  Projects coordinator ( 4 facilities )

  1. Manage and coordinate the diverse operation of the department of multi-purpose operations.2. Preparation of sites petty cash after receiving the invoices from the petty cash holders and posting them on firm ERP system.3. Maintain Assets of all the clients in CAFM system for proper tracking and service.4. Prepare PPM Plan (Planned preventive Maintenance) for the Assets.5. Preparation of monthly reports6. Process training and development requests and keep accurate record7. Respond to the HR needs and requests of staff.8. Organize staff functions, including Events, meetings, and trainings, as required.9. Provide advice and assistance to the Operations team as required.10. Manage or participate in other projects/special tasks as may be required.11. Participate in staff and Operations meetings on monthly basis.12. Participate in internal staff development activities and professional development activities as per company policy.13. Preparing MEMO for different sites and make sure all implemented properly14. Preparing minutes of meeting and distributing once approved by General Manager15. Assigns, Corrects, modifies, and monitor processes directives allowing the employees to use considerable judgment to complete tasks.16. Complete accurate and detailed timesheets on a Monthly basis.17. Process leave requests and monitor accruals.18. Develop plans for purchasing equipment, services, supplies and Negotiate the best deal for pricing and supply contracts.19. Manage the administrative staff and train new hires on office policies and procedures. Show less

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  Mylerz co

  Nov 2019 - Dec 2020

  Hub operations manager

  •Dispatching, routing, and tracking of Hub E-Commerce Delivery Fleet•Maintaining records and reports of performance and quality.•Troubleshooting supply problems, analyses, and reporting of the issues, solving and assisting in the implementation of solutions.•Developing and maintain strong relationships with all delivery agents/couriers•The main point of contact for couriers in the field to ensure increasing their delivery success rateCommunicating any delivery issues with the customer care team. Show less

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  Homzmart

  Dec 2020 - now

  Operations quality control lead

  '' Operations Quality Control Lead ( First Mile – Middle Mile – Last Mile – Reverse ) '' • Project Management: Facilitated project management initiatives focused on content enhancement, process improvement, return policy optimization, and lean process enhancement..• Quality Assurance: Oversee and implement quality control measures for inbound, outbound, and stock items, as well as internal processes. Successfully reduced error rates less than 2% through process improvements.• Process Improvement: Led and executed quality improvement projects to enhance efficiency and reduce defects in the supply chain.• SLA and Quality Monitoring: Conducted regular audits and reviews of service level agreements (SLAs) and quality standards for all SKUs within the sorting center.• Data Management: Maintained accurate records and reports on performance and quality metrics.• Cross-Functional Collaboration: Worked closely with commercial, content, customer service, customer operations, after-sales, and retention teams to ensure seamless operations and customer satisfaction.• Operations Management: Managed ground operations and ensured adherence to standard operating procedures (SOPs) for first-mile, middle-mile, and reverse logistics.•Customer Experience: Implemented process enhancements and procedures to improve customer satisfaction and overall experience.• Training and Development: Trained and mentored new hires, including staff, couriers, and shift leaders. Show less