Customer Service Manager

CURRICULUM VITAE

Personnel Information

·First Name : Bassem

·Family Name : Abdelkafi

Birth date: 07/09/1983

Place of residence: Doha, Qatar

Mobile : +974-********

E-mail : ******.****@*****.***

Academic Qualification

June 2007: Bachelor of Science in Industrial Management - ISGI - SFAX - Tunisia

Career Objective

Looking for a professional opportunity to join an innovative company that offers a clear and interesting career-path and promotes professional growth.

Knowledge & Skills

·Microsoft Office & outlook

·Ability to adapt & learn quickly

·Dynamic, motivated & result oriented

·Leadership, Motivation & Coaching

·Work under pressure

·Communication, negotiations & presentation

·People oriented

·Cost control management

Language skills

·Arabic: Native

·French: Fluent

·English: Fluent

Work Experience

·April 2016 – July 2019 : Operations Manager - Tunisia Express Logistic Company - Tunisia

Manage the day to day operations

Recruit, train, and coach delivery drivers

Optimize the use of available resources and increased efficiency

Plan daily/weekly activities and ensure the implementation of optimized delivery schedules

Collect client’s feedbacks and setup action plans accordingly (training, recruitment, procurement of additional equipment and transportation)

Implementation of the specific action program

Supervise delivery drivers and ensure their proper dispatch

Coordinate with HR on staff movements, formalities, mobilization and demobilization plans.

Lead and manage over 20 customers accounts

Promote and drive QHSE culture aiming at zero accident

Manage and address client claims and complaints

Develop strong, valuable client network ensuring long term relationships for account retention

Ensure that resources, opportunities and process are well managed

Collaborate with the Finance team for all finance related matters

Focus on employees development, motivation, engagement and quality of life

Enhance company’s image and contribute to company’s overall growth and continual progress.

Supervise and control the vehicle fleet

Manage store inventory

Ensuring excellent customer service

·March 2010- March 2016 : Supply Manager – BECA Company – Tunisia

Monitoring data management to keep accurate product, contract, pricing and invoicing information.

Ensured the personal safety and safe working environment of staff.

Negotiating contracts to reduce costs and achieve maximum efficiency.

Provide accurate routing information to ensure that delivery times and locations are coordinated.

Scheduling deliveries and interventions.

Ensure customer satisfaction.

Developed business by gaining new contracts, analysed logistic problems and produced new solutions

Managed staff

Allocated and managed staff resources according to changing needs

Led and developed a team of high performers

overseeing product storage, handling and distribution

working on forecasts and inventories, keeping an accurate record of the process and analysing performance

Negotiate prices and terms with suppliers, vendors, or freight forwarders.

·September 2007- December 2009 : Store Manager – EMV ( Electro Moulin Ville) – Tunisia

Ensuring excellent customer service from staff and customer satisfaction

Organising & supervising staff shifts & roosters.

Preparing detailed reports on a weekly, monthly & annual basis for annual revenue expenses & sales report

Problem-solving for customers and staff

Developing store strategies to raise customers’ pool, expand store traffic and optimize profitability

Reporting on buying trends, customer needs, profits etc

Dealing with all issues that arise from staff or customers (complaints, grievances etc)

Maintaining Product Knowledge

Achieving financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Checking all returns / defective items / transfers

Analyze and present internal data, score card system and market intelligence for KPI based supplier negotiations (turnover, stock, working capital, format specific trade terms) by sub-category

Monitor store controllable expenses, supervise loss, asset protection and risk management and be accountable for inventory management

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