Customer Service General Manager

HADI CHELALA

Mobile no.: Canada: +1-514-***-****

Email: ***********@*******.***

Professional Summary:

Professional with extensive experience in manufacturing and retail business in the field of finance, sales, operations, and corporate governance. Handled projects of significant impact, and improved business processes. Self-starter in initiating performance improvement, and demonstrates positive attitude in problem solving. Keen attention to details, and trusted team player who leads by example. Able to multi-task in a fast paced environment. Professional Objective:

A motivated and result-oriented professional with years of success-proven record in business growth/development and leadership, thus, improve productivity and quality of service. Seeking a managerial position to bring forth practices, analytical approach, and knowledge in business consultancy / management, governance, customer service, trade compliance, and cost control/budgeting functions.

Core Areas of Expertise

Financial analysis, budgeting, feasibility study, working capital, and banks relations.

Business development, performance evaluation, sales and customer service, inventory control, and supply chain.

Business planning, organization building, governance, and team building.

P r o f e s s i o n a l E x p e r i e n c e

Freelance Jan.2021 – Present

Management Consultant

Scope of consultancy service:

- Business audit, financial budget, financial analysis, and support functions.

- Organization structure, job analysis, staff performance evaluation.

- Business planning, policy & process, work rules & standards, and KPI / metrics.

Gulf Fashion General Trading (Fashion & Luxury Accessory) Sept.2021 –May 2022 General Manager

Improved job performance and reduced staff cost by 7% by revising the organization setup.

Introduced policies and procedures that reduced cost by 15%, and improved customer service.

Reduced stores cost-to-sales ratio by 8% by revising sales incentives, lease terms, and product mix.

Implemented staff Performance Evaluation Program to identify skills gap, training needs, and high-performers.

Improved customer satisfaction by training, developing, and establishing staff-work standards.

Prepared and monitored the business plan and budgets.

Eureka General Trading & Contracting (Consumer Electronics) Sept 2011 – Dec.2020 Chief Operations Officer

Reduced logistics cost by 20% by optimizing the fulfillment center's storage operation and transport scheduling.

Implemented a KPI-driven culture to improve performance.

Reduced stock shortage and slow-moving inventory by 18% by customizing the inventory planning system.

Increased customer's traffic and sales conversion ratio by 35% by improving store merchandizing and customer service.

Improved sales and customer satisfaction by implementing a Call Center system to assess "Voice-of-Customer".

Conducted compliance audit to support operational efficiency and areas of improvement.

Megastores of Lebanon (Virgin Megastore franchisee) Aug 2009 – Aug 2011 Regional General Manager

Generated profits versus prior year’s losses by developing a profit turnaround strategy.

Developed and executed the yearly financial budgets and business plans.

Increased sales by 10% by revamping the product portfolio, and the stores layout.

Reduced the franchise royalty fees by 15% by negotiate and managing the franchise contractual terms.

Improved the concession business sales by 15% by exiting and introducing concession businesses.

Reduced operating cost by 15% by negotiating stores lease and optimizing staff count.

Built a culture environment that supports diversity, team building, and skills development.

Azadea Group (Fashion, F&B, Entertainment franchisee) Jul 2006 – Aug 2009 General Manager

Inaugurated 15 stores within the planned project cost and time baseline.

Assessed/Analyzed the company’s competitiveness versus the market dynamics. Exited non-performing store locations / brands.

Improved functional coordination by streamlining communication, process improvement, and team building/coaching

Implemented the business plan and budgets, and discussed with the BOD the performance / plans.

Reduced the stock shrinkage ratio from 0.6% to 0.4% by implementing loss prevention measures.

Negotiated rescheduling bank loans, and settled loans on promise dates.

Other Vocation:

Part-time university instructor in Business Administration (Introduction to Management, Cost Accounting, Financial Markets & Institutions, and Strategic Business Management).

EDUCATION

M.B.A. (Business Administration), American University of Beirut Lebanon

B.A. (Business Administration), American University of Beirut Lebanon

PERSONAL DEVELOPMENT

Seminars and online courses on Lean/Six Sigma, project management (PMP in process), emotional intelligence, strategic account, product portfolio, corporate finance, customer service, and more.

PERSONAL DETAILS

Nationality: Lebanese / Canadian.

Language: English (Fluent), French (Intermediate), Arabic (Fluent) References are available upon request.

Contact this candidate