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Customer Service Quality Assurance

Location:
Jeddah, Mecca, Saudi Arabia
Posted:
July 09, 2023

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Resume:

Anas Al-Alami

** **-***** ******* *****, Al Jaser Street Al Rawada, Jeddah KSA,

Jeddah, Kingdom of Saudi Arabia 111978

058*******

adx6qz@r.postjobfree.com

Jordanian

www.linkedin.com/in/anas-al-alami-0b8684104

Diligent Operations Management Executive with extensive supply chain, warehousing, distribution, and logistics experience across a range of high-profile assignments. Detail oriented professional skilled in successfully driving project completion and achieving ambitious operational objectives. Collaborative communicator adept at forging strong working relationships with a range of stakeholders while managing large scale logistical operations. Demonstrated track record of success in streamlining warehousing operations to drive efficiency and productivity through a combination of process improvements and cost rationalization projects. Bi-Lingual Proficiency in English & Arabic. 08.2021 - Current COUNTRY TRANSPORTATION MANAGER

BIN DAWOOD HOLDING - Jeddah, Mecca Region

• Managed kingdom-wide outbound distribution operation Held responsibility for all aspects of operation including process improvement initiatives, staffing, quality assurance, and performance management

• Carried out extensive analysis of distribution performance

• Set all departmental KPI's and achieved 90%+

• Key Contributions:

Developed sophisticated operating strategies and established retail business model to drive efficiency and revenue growth across all aspects of organization

Held full P&L responsibility and produced numerous cost savings through rationalization of operating expenses and optimization of employee productivity while maintained exceptional levels of order accuracy

Tracked performance and identified inefficient practices before developing operational tools and procedures to drive more effective and productive organization

• Achieved 100% of VTS successfully implementation

• Achieved 100% fleet compliance with General Transport Authority 06.2020 - 06.2021 NATIONAL OPERATION MANAGER

Professional

Summary

Work History

WARED LOGISTICS - Jeddah, Mecca Region

Manage Wared Express (LTL) and Wared Transport (FTL) Operations Nationally

• Manages and monitor staff according to best practices Take responsibility for targets with regard to revenue, profitability and quality

Plan, develop, and implement transportation Health, Safety & Security programs and activities

• Develop and implement profit improvement plans

Manage corporate governance and regulatory compliance procedures within operations

• Recruit, retain and develop staff

• Achieved 25% of Localization

Direct Operations Nationally in terms of Planning, Scheduling, Transportation and new staff

Liaise between operations, sales, customer service, and related departments in proactively communicating and resolving issues, and meeting business & customer needs

• Disseminate corporate strategy to business units

• Assist in developing new services and branches

• Preparing budgets and controlling costs

• Ensure established service levels are maintained & improved nationally Implement procedures to minimize damages during loading, offloading and transit

• Achieved over 90% of KPIs

• 100% successful implementation "track and trace" system

• Building Processes and procedures and designing work flows

• Processed invoices and payment runs with complete accuracy. 05.2019 - 06.2020 NATIONAL TRANSPORTATION MANAGER

MOSANADA LOGISTICS SERVECIES - Jeddah, Mecca Region Managed kingdom-wide outbound distribution operation for team of 275 professionals with oversight for fleet of 330 trucks and

Held responsibility for all aspects of operation including process improvement initiatives, staffing, quality assurance, and performance management

Carried out extensive analysis of distribution performance and set all departmental KPI's resulting in significant success

• Key Contributions:

Developed sophisticated operating strategies and established 3PL business model to drive efficiency and revenue growth across all aspects of organization

Held full P&L responsibility and produced numerous cost savings through rationalization of operating expenses and optimization of employee productivity while maintained exceptional levels of order accuracy

Introduced TMS /Route optimization system and successfully implementation

Tracked performance and identified inefficient practices before developing operational tools and procedures to drive more effective and productive organization

• Introduced VTS system and successfully implementation 05.2018 - 05.2019 DIRECTOR OF OPERATIONS & MAINTENANCE FIRST INTERNATIONAL TRANSPORTATION - Khobar, Eastern Province

• Drive operation of 140 staff and fleet of 100 trailers to optimize revenue

• Enhance operational reliability

• Achieved Reduction of Customers complaints with 10%

• Achieved operational KPIs to common levels in transportation industry

• Maximize fleet efficiency

Prepare feasibility studies to enhance both transportation and maintenance business

• Achieved 20 % of localization

Analysed financial P&L information and developed strategies that led to 7% profitability increase within five months

Managed and motivated high-performing teams for successful KPI attainment.

Drove performance, maintaining customer expectations, quality standards and SLAs.

03.2013 - 05.2018 NATIONAL HOME DELIVERY MANAGER

, UNITED ELECTRONICS COMPANY EXTRA - Khobar, Eastern Province Provide operational oversight for 190 staff and fleet of 90 trucks to ensure accurate and timely home delivery of goods to over 250,000 customers within service level agreement terms

Lead all administrative tasks associated with ongoing operations including resource allocation, staff training, health & safety, and compliance

Recognized as leader within organization as result of extensive career experience, technical ability, work ethic, and efficiency

Adept at establishing and maintain strong customer relationships to drive repeat business and referrals which drive revenue growth

• Key Contributions:

Design and develop operational strategies to cope with high-volume distribution requirements to drive efficiency in inventory management and distribution process and improve quality standards leading to significant cost savings

Manage development and implementation of new technology solutions and computer systems to facilitate ongoing logistics operations while increasing productivity and reducing errors

Track and analyze variety of performance metrics to identify gaps and design process improvements to increase operational efficiency and drive long-term sustainability

Establish range of internal controls to drive successful quality assurance program and deliver operational standards in compliance with regulatory requirements and international best practice standards

Deliver extensive training and development initiatives to build and retain high-class workforce utilizing strong communication and relationship building skills and leadership capacity

• Create and develop SLAs for eCommerce last mile operations

• Manage eCommerce contracts related to express companies/3 PL, 11.2011 - 02.2013 LOGISTICS OPERATIONS MANAGER

DELTA WATER FACTORY - Jeddah, Mecca Region

Directed all distribution and warehousing operations for extensive facility and provided workflow oversight for 165 team members and fleet of 60 trucks while executing performance management, strategic development, and leadership/training duties

• Conceptualized and managed numerous high-value projects Promote culture of efficiency, accountability, and continuous improvement while implementing industry leading customer service operation across over 20,000 accounts

• Key Contributions:

• Leveraged exceptional logistics knowledge and experience to design robust and highly efficient distribution infrastructure including process development, performance management, staff training, and cost rationalization

Tracked and analyzed operational performance to identify inefficiencies and set ambitious (KPI's) for team

Managed complex client, supplier, and vendor relationships utilizing exceptional communication skills and industry knowledge to resolve issues in timely and satisfactory manner

Developed and introduced suite of internal controls and standard operating procedures leveraging continuous improvement methodologies to optimize distribution operations and deliver long-term sustainability.

06.2010 - 10.2011 NATIONAL TRANSPORTATION MANAGER

ARABIAN TRANDING SUPPLIES - JEDDAH, SAUDI ARABIA

Managed kingdom-wide outbound distribution operation for team of 150 professionals with oversight for fleet of 135 trucks and client portfolio with over 4000 accounts

Held responsibility for all aspects of operation including process improvement initiatives, staffing, quality assurance, and performance management

Carried out extensive analysis of distribution performance and set all departmental KPI's resulting in significant success

• Key Contributions:

Developed sophisticated operating strategies and established 3PL business model to drive efficiency and revenue growth across all aspects of organization

Held full P&L responsibility and produced numerous cost savings through rationalization of operating expenses and optimization of employee productivity while maintained exceptional levels of order accuracy

Introduced health & safety standards in line with international best practice to ensure employee safety and maintain compliance with all legal and regulatory requirements

Tracked performance and identified inefficient practices before developing operational tools and procedures to drive more effective and productive organization.

01.2006 - 05.2010 LOGISTICS GENERAL MANAGER

UPS - Riyadh, Riyadh Region

• UPS SUPPLY CHAIN SOLUTIONS

Deliver operational management for logistics operations across 11,000 sq

• M of warehouse facilities and workflow oversight for 29 team members Responsible for operation of 16 logistics customers and 60 freight customers

Led range of key projects to increase operational capacity, productivity, and efficiency while setting and exceeding customer service level agreements and KPI's

• Key Contributions:

Rewarded as top performer in this role having achieved all targets in 2008 across revenue (8% surplus), net profit (15% surplus), and collections (20% surplus)

Continually provided exceptional customer service and maintained operational delivery in line with KPI's and SLA's

Provided management, administration, and human resources leadership for Riyadh station while providing practical solutions to

complex operational problems.

03.2004 - 12.2005 WAREHOUSE MANAGER

AL-SADHAN SUPERMARKETS - RIYADH, SAUDI ARABIA

01.2003 - 02.2004 SENIOR LOGISTICS SPECIALIST

AL WAHA JUICE FACTORY - RIYADH, SAUDI ARABIA

11.2001 - 01.2003 LOGISTICS MANAGER

AL JUDAIE FURNATING FABRICS - RIYADH, SAUDI ARABIA 09.2000 - 10.2001 DATA BASE ADMINISTRATOR

AL BASAR MEDICAL SUPPLIES - RIYADH, SAUDI ARABIA

• Strategic Analysis

• Last mile Deliveries

• Process Improvement

• Cost Rationalization

• KPIs & SLAs

• Forecasting

• Demand & Capacity Planing

• ERP, TMS,VTS,WMS,CRM

• Route Optimization

02.2000 BBA, Business Administration, Applied Science University - Jordan Arabic

Native

English

Fluent

• Leading productive meetings LinkedIn

• Project Management foundations-communication LinkedIn

• Project Management foundations-Teams LinkedIn

• Change Management foundations LinkedIn

• Decision Making in High stress situations LinkedIn

• Giving Your elevator Pitch LinkedIn

• How to Make Strategic Thinking a habit LinkedIn

• Managing Logistics LinkedIn

• Operational Excellence Foundations LinkedIn

• Process Management Foundations LinkedIn

• Six Sigma Foundations LinkedIn

• Supply Chain Foundations LinkedIn

• Learner experience Facilitator Sega

• Professional Certified Trainer Logic Management Consulting

• Coaching,Motivating & Supervisory Skills MindMerge Training

• Customer FIRST eXtra

• Certificate of Appreciation eXtra

Skills

Education

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