Experience

• 

  Al futtaim logistics

  Aug 2006 - Apr 2012

  • Managed 20 administrative staff & 100 drivers• Daily reviewing of performance to promote timely and efficient deliveries and operations.• Reduced subcontracting by 95%.• Increased delivery volumes by 80% within 3 years of fleet ownership.• Implemented daily fuel consumption controls which reduced expenditure by at least 20% over 3 years. • Managed over $25 million in inventory and 100 employees in 100,000 square-foot warehouse• Boosted warehouse operations efficiency by overseeing dispatching and setting optimal employee schedules.

  • Business Sector Manager - Distribution

    Dec 2007 - Apr 2012

  • Warehouse Operations Manager

    Aug 2006 - Nov 2007
• 

  Mix telematics

  May 2012 - Mar 2021

  • Established performance and service goals and held associates accountable for individual performance. Currently achieving in excess of 90% of SLA targets.• Implemented Zendesk (CRM ticking software solution).• Managed 20 employee's comprising of Managers, Technical Support and Client Care Agents• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.• Implemented Customer Experience Management software. Currently achieving 96% CSAT rating• Assumed full ownership of resources, budgeting and profit and loss management to support business profitability. Show less • Applied best practices in customer service, sales and employee management to exceed organizational goals.• Scheduled and attended meetings with clients and prospective clients as requested.• Managed department call volume of 4000 calls per month and coordinated department schedules to maximize coverage during peak hours.• Monitored metrics and developed actionable insights to improve efficiency and performance.• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.• Achievement of agreed ticket resolution times for all categories of service requests. Show less • Elevated account management by predicting potential competitive threats and outlining proactive solutions.• Communicated progress of monthly and quarterly initiatives to internal and external teams.• Monitored metrics and developed actionable insights to improve efficiency and performance.• Managed successful negotiation of long-term contract renewals.• Measured customer support success with clear metrics to attain > 90% of SLA goals.• Led process improvement and problem-solving efforts Show less

  • Director Of Client Services

    Feb 2018 - Mar 2021

  • Client Services Manager

    Nov 2015 - Jan 2018

  • Key Account Manager

    May 2012 - Oct 2015
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  Wolfe

  Mar 2021 - now

  Director of customer care