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Customer Service Manager

Al Ahmadi Governorate, Kuwait
May 15, 2018

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Curriculum Vitae

Ehab Suleiman M. S. Baraka

+965-******** / +965-********

“Seeking a competitive position within a reputable organization holding whichever local and/or international branches. Achieving the association goals shall be the priority of the intended occupation in addition to adding value to its image and fulfil its requirements within the business market (s)”

Work Experience

Beyout Investment Group (BIG Holding) – Kuwait Resources House (KRH).

Procurement Supervisor (June 2012 to Date)

Assist BIG Procurement Manager in making and enhancing the Policies & Procedures, Process Flows required for BIG & Sub’s Procurement Department.

Assist BIG Procurement Vendor Manager with Market research & Evaluate cost effective vendors.

Directs & Support BIG & Sub’s Procurements staff to Monitor the basic functioning of the unit and ensure strict compliance to policies & procedures.

Review, authorizes, and process purchasing requests/purchasing order with prepares documentation on all formal and difficult technical bid throw BIG – SAP System.

Quarterly required reports to produce analytical and technical summary in an appropriate format.

Coordinate with BIG /KRH Warehouse to manage delivery, pricing, quality, inventory levels and the purchasing activities.

Service & Maintenance Contracts (Catering Services, Laundry Services, AC, Cleaning Labor, Security, CCTV etc.).

Develops our Housing Facilities by Souring new Camp’s / Flats. Maintains a strategy with KRH Finance Dept. to implement Housing Report to optimize operations mobilizations.

Analysis purchasing trends, market conditions, budgets / forecasts material policies, traffic, suppliers, contract negotiation as per business units / subsidiaries requirements, and prepares various reports based on the analysis.

Sourcing vehicles & Light / Heavy equipment’s Lease Vendors & Market study (Sedan / SUV / Pick Up / Busses) for rates & various categories.

Medical Insurance Renew the Employees Medical & Life Insurance for BIG & Sub's/ KRH Projects.

Assisting KRH Procurement Officer in performing procurement functions to serve as a resource / consultant to internal/external customers.

Maintain QHSE standards of safety and comply with QHSE Team Health and Safety policy.

Handling other assignments as directed by CEO & Direct Line Manager.

Maintains a strategic working relationship with team and all key departments.

Act as a liaison between vendors and KRH for procurement procedures and problem resolution.

Be a lead Ambassador of KRH and BIG at all times.

IMCO Engineering & Constructions- Operations Officer

(June 2010 to June 2012)

Plan direct and coordinate the transportation and fleet operations of the organization.

Managing a fleet of 1000 + vehicles and equipment. Creating and maintaining a database for all company vehicles and equipment.

Preparing preventive maintenance plans and ensuring that they are adhered to. Overseeing workshop activities including repairs, damage assessment and vehicle/ equipment condition. either internal or outsourced.

Handling claims with insurance companies. Keeping track of registrations and insurance renewal dates.

Reviewing specifications and providing advice on equipment or vehicles to be purchased.

Ensuring optimum life of vehicles and equipment.

Responsible for mentoring movements of vehicles and equipment’s.

Handling purchase of new vehicles and sale of redundant vehicles. & spare parts.

Handling all matters related with the traffic authority and other public authorities related to the department.

Conducting strategic planning for fleet movement and reallocation.

Taking actions related to the storage/ parking of idle vehicles and machines.

YIACO Medical Co. Procurement In-Charge & Logistic

(May 2008 / June 2010)

Responsible to compliance with best procurement practice, consistent with certain legislation and obligations.

Purchases goods and services within established limits as provided by the Division of Purchases and/ or Budget Purchase.

Contacts suppliers for price quotes; prepares requisitions and affixes authorizing signature before ordering and checks accuracy of funding information.

Maintains contacts with vendors and their representatives; researches a variety of goods and services to determine availability and characteristics of commodities and services.

To manage the Procurement Department’s or Unit’s Program, helping to deliver improved procurement processes in the partnership through the application of the set rules and regulations and policies.

Prepare accurate savings analysis and reporting procedures to ensure that Accounting Manager has access to realistic savings figures to inform company budget processes and efficiency reviews.

Ensures that company standard procedures are followed in connection with purchases of materials and services.

Researches and selects products according to quality, price and serviceability standards. Contact vendors and hospital personnel to ensure actions are completed.

Other Duties includes as Call Centre In-Charge.

Provide daily supervision and direction for the Call Center Staff: plan, organize, assign, and monitor workflow to ensure that Members are served, quality is maintained and related activities in the customer services are supported. Summarize statistics and prepare required, periodic reports that reflect Call Center activities to be reviewed and evaluated by concerned department.

Identify ways to improve Call Center Staff performance, improve customer service and operations.

Serve as the Call Center’s liaison and resource person for other departments and/or division, work closely with the management to coordinate workflow and promote customer service; route questions or complaints to the appropriate department contact person for expedient resolution.

New Mowasat Hospital - Material Management

(June 2000 to May 2008)

Maintain established policies and procedures, quality assurance program, objectives and safety standards. Provide the hospital different clinics with the required equipments based on previous budgets, negotiate with the management each clinic budget to ensure cost efficiency. Maintain strong connections through suppliers and marketing companies within the local and international markets.

Ensures that hospital standard procedures are followed in connection with purchases of materials and services

Member of the Group Purchasing Unit for private sector hospitals. The meeting consists of receiving tenders and establish a purchasing strategic plan for all type of medical consumables for the private hospitals within the Kuwaiti market. Responsible fully or partially for the exhibitions for the Mowasat Hospital as a support for the Marketing team.

The Scientific Centre – Kuwait - S. Purchasing Officer

(May 98 – June 2000)

First initiated team member formed to handle the process of launching the Scientific Centre Project to public.

Responsible of all purchasing categories (Scientific, furniture, animal’s survival needs and equipment’s, technological advances such as PCs, CCTV etc., and Involved in the fabrication process (steel, wood, material, etc.).

Schlumberger, Oil field services - Procurement Officer

(June 96–April 98)

Responsible of supervision of all purchasing categories. Evaluation and estimation of any purchased item by the company. Finalizing the customs duty paper work to be received by the Kuwait Oil Company.

Authenticating and furnishing staff members with gate passes in accordance with the KOC and joint operations (Texaco).

Instruments Installation & Maintenance Co. (IMCO.) - Purchasing officer

(Dec 92 – June 96).

Responsibility of local purchasing for the company sites and projects. Mechanical equipment construction material office automation supplies technical and electronically specified items.

Follow up with KNPC (Kuwait National Petroleum Co.) RRP project in Mina Abdullah. Follow up with KOC (Kuwait Oil Co.) COCC project in Burgan filed.

Handling the maintenance procurements internally and externally for KOC and KNPC. Handled the purchasing and follow up with Ministry of Electricity and Water.

Al Shawi Trading. Site Supervisor (June 92 – Dec 92)

Responsible of the site purchasing recruitment and project accessories.

Handled timesheet for labour.

The Sultan Centre. Salesman (1988 - May 92)

Responsible of sales and customer service within the assigned branch.

Coordinate with the supervisors to maintain targets.

Personal Information

Date of Birth : 13th January, 1970

Nationality : Palestinian

Material Status : Married with two child’s

Languages : Arabic : excellent in reading & writing

English : excellent in reading & writing

Facilities : Valid driving license and transferable residence


High School : Om-Al Kura School

Bachelor Degree : Bharathiar University Faculty of Commerce

Degree Bachelor of Commerce

Training Courses

AMIDEAST Kuwait -November 1- 12,2009 Project Management Professional (PMP)

Kuwait Foundation for the Advancement of Sciences’ – June 7- 10, 2009 – Stress & Time Management.

Pitman Training Centre- June16 - 18, 2009 -Advanced Strategic Thinking Course.

Pitman Training Centre – March 29, 2009 – April 2, 2009 -Advanced Finance Course.

Reach Group -November 2008 - Strategic Management in HealthCare Organizations.

Leaders Enterprise – May 2007 – How to Maximize Your Business Ability With Visibility Seminar.

Intech International – September 2006 – Integrating Purchasing, Logistics & Inventory with suppliers.

Mowasat Hospital – September 2006 – Canadian Council for Health Services Accreditation (CCHSA)

Schlumberger Wire line & Testing– January 1998 – Move Smart

Schlumberger Wire line & Testing – August 1997 - Initiative for Quality

Schlumberger Wire line & Testing– October 1996 – Production logging services and data interpretation pressure measurement and sampling with RFT&MDT.

Airline Industry & Tourism Training Centre - Reservations, sales and air cargo


References are available upon request.

Contact this candidate