Adham Sherif
An Nasim Ash Sharqi, Riyadh,Saudi Arabia
Summary
Organized fulfillment manager with a knack for streamlining warehouse operations and boosting team productivity. Skilled in overseeing order processing, enhancing dispatch accuracy, and improving stock management systems. Focuses on fostering collaborative work environments and driving continuous improvement initiatives.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Fulfilment Manager
Adwar Logistics
Riyadh, Saudi Arabia
11.2023 - Current
- Overseeing daily order fulfillment activities, including order processing, picking, packing, and shipping preparation.
- Developing standard operating procedures (SOPs) for inventory control, logistics management, and order fulfillment to meet operational goals
- Optimizing inventory procurement by improving vendor relationships, performance, and lead times.
- Establish and maintain strong, long-term relationships with large accounts. Serve as the primary point of contact for fulfillment-related matters.
- Proactively address and resolve any fulfillment-related issues or challenges that arise with large accounts. Ensure prompt resolution to maintain customer satisfaction and adherence to SLAs.
- Work closely with sales, logistics, and customer service teams to ensure fulfillment processes are aligned with broader business objectives and SLA commitments.
Warehouse manager
Sary
Cairo
12.2022 - 09.2023
- Ensure that the warehouse operates at peak efficiency with customer satisfaction as the primary goal by supervising, organizing, and training warehouse employees and establishing, monitoring, and managing operational goals
- Develop warehouse operations systems by determining product handling and storage requirements, equipment utilization, inventory, gate processes, and shipping methods
- Train and manage the warehouse team to solve day-to-day operational issues and reach short- and long-term performance goals
- Oversee daily operations while controlling and managing inventory and logistics
- Review and prepare workflows, staffing requirements, space allocations, equipment layouts, and action plans that meet company standards for productivity, quality, and customer service
- Maintain a safe and healthy work environment by establishing and enforcing standards and procedures and by complying with legal regulations
Warehouse Supervisor
Maxab
Cairo
02.2022 - 12.2022
- Ensure applying department SOPs by ensuring that all products at their places with the agreed standards for effective results
- Train, motivate, and lead Outbound/Inbound/Stock teams to achieve objectives and targets
- Lead WH team and plan to utilize WH storage areas
- Reduce handling and storage waste
- Maintain WH balance inside and outside on daily basis
- Review and apply all received memos that come from the ministries and governmental authorities to ensure saving the company's image
- Alarm for critical balance for all items
- Alarm for stagnant and slow-moving items
- Monitor and control inventory movement on ERP
Outbound/Aftersale section head
Raneen
05.2021 - 02.2022
- Train, motivate, and lead Outbound/Inbound/Stock teams to achieve objectives and targets
- Manage the efficient flow of inbound and outbound products and materials
- Define return policies (possible differentiation based on segments) / acceptance rules / reverse logistics processes
- Monitor and oversee both outgoing and incoming shipping activities to make sure that everything that is received or shipped out is in perfect condition
- Ensure that quality, quantity, customer satisfaction, and financial commitments are met
- Perform metrics reporting and data analysis tasks to identify issues and opportunities for process improvements
Area manager
Dreevo for logistics services
01.2021 - 05.2021
- Monitor and oversee both outgoing and incoming shipping activities to make sure that everything that is received or shipped out is in perfect condition
- Manage inventory as well as warehouse, transportation, and other logistics processes
- Develop new strategies to streamline processes and reduce cost
- Ensure that quality, quantity, customer satisfaction, and financial commitments are met
- Perform metrics reporting and data analysis tasks to identify issues and opportunities for process improvements
Hub Manager
Dreevo for logistics services
11.2020 - 01.2021
- Monitor and oversee both outgoing and incoming shipping activities to make sure that everything that is received or shipped out is in perfect condition
- Responsible for managing financial transactions related to shipping services
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Provide training for employees and promote self-development
- Maintain employee attendance records
Operation supervisor
Movex
01.2020 - 10.2020
- Monitor and oversee both outgoing and incoming shipping activities to make sure that everything that is received or shipped out is in perfect condition
- Decide the load limit of each truck used in the loading and delivery process
- Read shipping notices, invoices, orders, and other documents to determine priorities and shipping methods that are needed to meet schedules
- Prepare incorrect items report to vendors through the appropriate medium
- Play a mediator's role between shipping units and vendors in the case of discrepancies in shipments, and reconcile with the appropriate bodies
- Identify opportunities for enhancement and suggest ways of improvement to the top management of the organization
- Ensure the availability of stock to reduce shortages
- May participate in hiring and training of new personnel for the company's shipping unit
Escalation Desk Leader
Fetchr
07.2018 - 01.2020
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
- Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise
- Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring customer satisfaction throughout the escalation process
- Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process, if required, and developing a detailed technical plan accordingly
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
Trainer
Fetchr
07.2017 - 03.2018
- Develop digital and print educational material (e.g
- Videos and manuals)
- Organize classroom-style seminars about product features
- Conduct role-playing activities to develop interpersonal skills (e.g
- Negotiation, teamwork, and conflict management)
- Identify individual and team skills gaps
- Schedule regular training sessions (e.g
- Monthly or quarterly)
- Ensure new hires take on basic training courses, including communication and troubleshooting skills
- Liaise with managers and encourage on-the-job coaching (e.g
- How to handle difficult client cases)
- Coordinate mentorship programs for new customer service representatives
- Assess the impact of each educational course on staff performance and client satisfaction
Customer service agent Inbound/Outbound, Escalation desk agent
Fetchr
10.2016 - 09.2017
- Respond and follow up on customer calls to ensure customer satisfaction
- Give the best customer-centric experience to the customer
- Log shipment collection requests
- Handle and resolve customers' complaints and root certain issues and inquiries which are not under the contact center scope of responsibility to the concerned departments/CMTs
- Provides products and service information to customers as needed
- Answer customers' general inquiries
- Ensure collaborating with the team to provide the customer with the best customer experience
- Examine Customers' feedback with the direction/guidance of the 'Contact Centre' Management, to further improve the whole company service level
- Log potential sales lead and root them to the sales team
- Identify and escalate priority issues to the Team Leader to ensure customer queries are being handled
- Place pick-up and/or book collection for cash and account customers
Education
Good - E-Commerce and E-Marketing
Thebes Academy
01.2012 - 01.2016
Skills
- Excellent leadership skills
- Aptitude for counting and inventory management
- Managerial and business expertise
- Focus on details to ensure good quality
- Excellent time management and communication skills
- Very good presentation skills
- Warehouse Management Systems
Languages
English
Advanced (C1)
Timeline
Fulfilment Manager
Adwar Logistics
11.2023 - Current
Warehouse manager
Sary
12.2022 - 09.2023
Warehouse Supervisor
Maxab
02.2022 - 12.2022
Outbound/Aftersale section head
Raneen
05.2021 - 02.2022
Area manager
Dreevo for logistics services
01.2021 - 05.2021
Hub Manager
Dreevo for logistics services
11.2020 - 01.2021
Operation supervisor
Movex
01.2020 - 10.2020
Escalation Desk Leader
Fetchr
07.2018 - 01.2020
Trainer
Fetchr
07.2017 - 03.2018
Customer service agent Inbound/Outbound, Escalation desk agent
Fetchr
10.2016 - 09.2017
Good - E-Commerce and E-Marketing
Thebes Academy
01.2012 - 01.2016
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