Customer Service Quality Assurance
Resume:
Anas Al-Alami
** **-***** ******* *****, Al Jaser Street Al Rawada, Jeddah KSA,
Jeddah, Kingdom of Saudi Arabia 111978
************@*****.***
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
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• 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
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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
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• Manages and monitor staff according to best practices Take responsibility for targets with regard to revenue, profitability and quality
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Plan, develop, and implement transportation Health, Safety & Security programs and activities
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• Develop and implement profit improvement plans
Manage corporate governance and regulatory compliance procedures within operations
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• Recruit, retain and develop staff
• Achieved 25% of Localization
Direct Operations Nationally in terms of Planning, Scheduling, Transportation and new staff
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Liaise between operations, sales, customer service, and related departments in proactively communicating and resolving issues, and meeting business & customer needs
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• 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
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• 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
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Held responsibility for all aspects of operation including process improvement initiatives, staffing, quality assurance, and performance management
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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
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Tracked performance and identified inefficient practices before developing operational tools and procedures to drive more effective and productive organization
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• 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
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• Achieved 20 % of localization
Analysed financial P&L information and developed strategies that led to 7% profitability increase within five months
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Managed and motivated high-performing teams for successful KPI attainment.
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Drove performance, maintaining customer expectations, quality standards and SLAs.
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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
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Lead all administrative tasks associated with ongoing operations including resource allocation, staff training, health & safety, and compliance
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Recognized as leader within organization as result of extensive career experience, technical ability, work ethic, and efficiency
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Adept at establishing and maintain strong customer relationships to drive repeat business and referrals which drive revenue growth
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• 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
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Manage development and implementation of new technology solutions and computer systems to facilitate ongoing logistics operations while increasing productivity and reducing errors
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Track and analyze variety of performance metrics to identify gaps and design process improvements to increase operational efficiency and drive long-term sustainability
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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
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Deliver extensive training and development initiatives to build and retain high-class workforce utilizing strong communication and relationship building skills and leadership capacity
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• 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
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• 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
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• 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
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Managed complex client, supplier, and vendor relationships utilizing exceptional communication skills and industry knowledge to resolve issues in timely and satisfactory manner
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Developed and introduced suite of internal controls and standard operating procedures leveraging continuous improvement methodologies to optimize distribution operations and deliver long-term sustainability.
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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
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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
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Tracked performance and identified inefficient practices before developing operational tools and procedures to drive more effective and productive organization.
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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
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• M of warehouse facilities and workflow oversight for 29 team members Responsible for operation of 16 logistics customers and 60 freight customers
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Led range of key projects to increase operational capacity, productivity, and efficiency while setting and exceeding customer service level agreements and KPI's
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• 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)
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Continually provided exceptional customer service and maintained operational delivery in line with KPI's and SLA's
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Provided management, administration, and human resources leadership for Riyadh station while providing practical solutions to
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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
Languages
Certifications
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