ABDELAZIZ ABOSENNA
JEDDAH
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Express Logistics - Sales
J&T Express Logistics
Jeddah, Saudi Arabia
05.2023 - 05.2024
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Track and trace shipments.
- Conduct market research to identify selling possibilities and evaluate customer needs.
- Actively seek out new sales opportunities through cold calling, networking, and social media .
- Set up meetings with potential clients and listen to their wishes and concerns.
- Prepare and deliver appropriate presentations on products and services.
- Create frequent reviews and reports with sales and financial data.
- Participate on behalf of the company in exhibitions or conferences.
- Collaborate with team members to achieve better results.
- Excellent relation with internal and external customers.
Customer Service & Maintenance Manager
Tamkeen International Company For Home Appliances
Jeddah, Saudi Arabia
06.2021 - 05.2023
- Responsible for the management and follow-up of maintenance throughout the Kingdom in the various branches of the company.
- Managing social communications and complaints service.
- Supervised employee performance, preventive maintenance, and safety.
- Optimized spare parts inventory management by identifying critical items and setting appropriate stock levels based on usage patterns.
- Improved equipment reliability by implementing a preventive maintenance program and managing repair schedules.
- Collaborated with other department managers to coordinate maintenance activities around production schedules, minimizing operational interruptions.
- Reduced downtime by efficiently overseeing the maintenance team and prioritizing tasks according to urgency.
- Trained maintenance technicians to apply proper techniques and best practices and comply with safety protocols.
- Negotiated contracts with vendors for cost-effective procurement of parts and services, maintaining strong working relationships.
- Developed detailed maintenance budgets, effectively controlling expenses while ensuring optimal equipment performance.
- Conducted root cause analysis of recurring issues, devising long-term solutions that minimized future disruptions.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Delegated tasks to carefully selected employees in alignment with resource management goals.
- Managed a team of technicians, providing guidance and support for skill development and performance improvement.
- Planned scheduled maintenance outages as part of preventive maintenance program.
- Documented inventory of spare parts to enable tracking history and maintain accurate records.
Customer Service & Area Manager
Universal Service Co.
Cairo, Egypt
09.2010 - 06.2021
- Ensuring the staff is up-to-date on Customer Service procedures and policies according to the vision and mission of the company.
- Manages and coordinates activities of workers engaged in customer service activities.
- Plans, prepares, and devises work schedules, according to budgets and workloads.
- Observes and evaluates workers' performance.
- Issues instructions and assigns duties to workers.
- Hires and discharges workers.
- Communicates with other departments and management to resolve problems and expedite work.
- Interprets and communicates work procedures and company policies to staff.
- Ensures that all customer Service Centers are being maximized to provide exceptional services to customers.
- Handling customer escalation issues, and neutralizes them.
- Lead the performance of service centers teams for Walk-in and In-home repairs (in-warranty/out-of-warranty).
- Control services spending and assure the adherence to expenses budget.
- Manage and solve all personnel related issues rising.
- Ensure the implementation of Maintenance Service processes.
- Monitoring the KPIs, analyze the gaps and take actions to bridge them.
- To ensure that the technicians are handling the repairs of defective items in compliance with the repair targeted time.
- Receive escalations; initiate necessary actions, follow-up the status of each.
- case, close them with relevant decisions and finally take the preventive actions needed to prevent reoccurrence .
- To ensure the repair cycle is complete which should lead to the targeted result and that is (Customer claims are handled properly, Item is repaired, Item is delivered to customer, the customer is satisfied ).
- To maintain open channels with sales zone managers, to receive & analyze customer’s complaints and to come-up with relevant solutions.
- To ensure technical readiness (in coordination with Technical Support Manager) before the launch of new products.
- Assuring for continues growing to the customer service to increase the customer satisfaction.
- Growing the employees moral.
Production & Maintenance Manager
Optical Technology Company (OTC) .
Cairo, Egypt
06.2006 - 09.2010
- Experience as a Production & Maintenance Manager, Optical Technology Company (OTC) .
- OTC works in the production of CD & DVD Stampers, using Electro Forming Processing. The company is the market leader in its field in the Middle East .
- Maintenance & Production Engineer
- Optical Technology Company (OTC) .
- Making Stamper Of CD & DVD By DMS
- (Diamond Mastering System) For Glass Mastering.
- Maintenance And Operation OF DMS, MODEC, GDR,
- OZONE. Tester Devices.
Sales Engineer
SABA Electric. RAYA Partner Company
Cairo, Egypt
04.2005 - 04.2006
- Maintenance Of All Types Of Corinex Products for power line communication
- Established long-term relationships with key clients for repeat business and referrals, cultivating a strong network within the industry.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
- Identified and supported resale opportunities to achieve sales plans.
- Developed customized proposals that demonstrated a clear understanding of client requirements and offered compelling solutions to meet their unique needs.
Education
Bachelor of Science - Electronic Engineering & Electrical Communications
Menoufiya University
Egypt05-2004
Skills
- Strategic Planning
- Operations Management
- Logistics Optimization
- Warehouse Management
- Transportation Management
- Staff Training and Development
- Staff Management
- CRM software proficiency
- Customer Service
- Team Leadership
- Verbal and written communication
- Complex Problem-Solving
Certification
- MBA. mini (CRM-PMP) Chicago Institute of Business At ACC accredited by Cairo university.
- SAP. ERP. System , IBM - Egypt
- Infor LN system , Saudi Arabia
Languages
Arabic
First Language
English
Advanced (C1)
C1
Timeline
Express Logistics - Sales
J&T Express Logistics
05.2023 - 05.2024
Customer Service & Maintenance Manager
Tamkeen International Company For Home Appliances
06.2021 - 05.2023
Customer Service & Area Manager
Universal Service Co.
09.2010 - 06.2021
Production & Maintenance Manager
Optical Technology Company (OTC) .
06.2006 - 09.2010
Sales Engineer
SABA Electric. RAYA Partner Company
04.2005 - 04.2006
Bachelor of Science - Electronic Engineering & Electrical Communications
Menoufiya University
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