MS Office
Hesham Nawar
Freight Forwarding, Customer Care, Systems And Processes Specialist
Summary
Dedicated (freight forwarding - shipping) professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Experienced customer care with over 10 years of experience in (freight forwarding - shipping). Excellent reputation for resolving problems and improving customer satisfaction.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
National Systems & Processes Manager
Kuehne + Nagel
Jeddah
04.2022 - Current
- Improved operations through consistent hard work and dedication.
- Drove operational improvements which resulted in savings and improved profit margins.
- Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk.
- Analyzed previous business processes for inherent flaws, avoiding similar pitfalls in subsequent process development lifecycles.
- Created customized quality control and assurance methodologies to verify successful completion of self-designed and externally-sourced business processes.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Analyzed team performance and identified opportunities for additional training.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Led projects and analyzed data to identify opportunities for improvement.
- Fixed identified issues to improve workflows.
- Worked closely with different departments to develop innovative solutions to functionality issues.
- Identified issues, analyzed information and provided solutions to problems.
- Collaborated with team members to achieve target results.
National Sea Freight Customer Care Manager-Export
Kuehne + Nagel
Jeddah
01.2021 - 03.2022
- Collaborated with team members to achieve target results.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Participated in team-building activities to enhance working relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Created customer support strategies to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established performance and service goals and held associates accountable for individual performance.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Exceeded goals through effective task prioritization and great work ethic.
- Carried out day-to-day duties accurately and efficiently.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Drove operational improvements which resulted in savings and improved profit margins.
Sea Freight Processes Improvement Manager
Kuehne + Nagel
Jeddah
01.2020 - 12.2020
- Carried out day-to-day duties accurately and efficiently.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Drove operational improvements which resulted in savings and improved profit margins.
- Improved operations through consistent hard work and dedication.
- Increased customer satisfaction by resolving issues.
- Developed documentation, diagrams and specifications to meet project requirements and regulatory standards.
- Created process simulations to test operational outcomes without causing service disruptions.
- Managed third-party contractors, inspecting completed work and ongoing efforts to confirm quality and adherence to prescribed guidelines.
- Conducted root cause analysis to identify, prioritize and eliminate process losses.
- Provided technical assistance to production team when issues arose.
- Coached newly hired employees and interns while observing progress and delegating tasks.
- Reviewed processes, identifying areas requiring improvement.
Sea Freight Export Customer Care Representative
Kuehne + Nagel
Jeddah
01.2016 - 12.2019
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
Export Documentation Specialist
Arabian Establishment for Trade and shipping LTD.
Jeddah
08.2013 - 12.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recorded account information to open new customer accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Effective liaison between customers and internal departments.
Credit Controller
HILTI for Constructions Tools
Jeddah
09.2011 - 07.2013
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Reached out to customers to check on payments and convey options.
- Performed checks of customer creditworthiness and current situations.
- Responded to disputes calmly and applied logical, knowledgeable approaches to devise solutions.
- Obtained payments and entered details into system.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
Customer Service Supervisor
SABB - Saudi British Bank
Jeddah
03.2008 - 07.2011
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent.
- Evaluated interactions between associates and customers to assess personnel performance.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
Customer Service Representative
SABB - Saudi British Bank
Jeddah
03.2006 - 02.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recorded account information to open new customer accounts.
- Processed customer adjustments to maintain financial accounts.
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional customer interactions.
- Wrote and distributed customer correspondence.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Call Center Agent
NCB - National Commerical Bank
Jeddah
09.2005 - 02.2006
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Bachelor of Science - Business Administration
King Abdulaziz University
Jeddah, Saudi Arabia 01.2011 - 01.2015
Skills
Organization and Time Management
Software
Creating BPMN Diagram
MS Windows
Business Objects - Reporting system
SAP System
Timeline
National Systems & Processes Manager
Kuehne + Nagel
04.2022 - Current
National Sea Freight Customer Care Manager-Export
Kuehne + Nagel
01.2021 - 03.2022
Sea Freight Processes Improvement Manager
Kuehne + Nagel
01.2020 - 12.2020
Sea Freight Export Customer Care Representative
Kuehne + Nagel
01.2016 - 12.2019
Export Documentation Specialist
Arabian Establishment for Trade and shipping LTD.
08.2013 - 12.2015
Credit Controller
HILTI for Constructions Tools
09.2011 - 07.2013
Bachelor of Science - Business Administration
King Abdulaziz University
01.2011 - 01.2015
Customer Service Supervisor
SABB - Saudi British Bank
03.2008 - 07.2011
Customer Service Representative
SABB - Saudi British Bank
03.2006 - 02.2008
Call Center Agent
NCB - National Commerical Bank
09.2005 - 02.2006
Similar Profiles
Ruksar HussainRuksar Hussain
Customer Care Specialist at Kuehne + Nagel LimitedCustomer Care Specialist at Kuehne + Nagel Limited
Jasleen KaurJasleen Kaur
Team Lead at Kuehne-NagelTeam Lead at Kuehne-Nagel
Selena DjordjevicSelena Djordjevic
GS Finance Specialist at Kuehne + NagelGS Finance Specialist at Kuehne + Nagel
Peter OtomewoPeter Otomewo
Returns Clerk at Kuehne + NagelReturns Clerk at Kuehne + Nagel
Rhonda BallardRhonda Ballard
<ul><li>Coordinate vehicle intake and release, ensuring efficient workflow and customer satisfaction</li><li>Manage customer inquiries via phone, enhancing response times and service quality</li><li>Perform accurate data entry, maintaining up-to-date records for operational efficiency</li><li>Operate forklift for vehicle movement, ensuring safety and precision</li><li>Handle multi-line phone systems, streamlining communication processes</li><li>Maintain organized filing systems, ensuring easy access to important documents</li><li>Streamline vehicle intake and release processes, enhancing customer satisfaction and operational efficiency</li><li>Coordinate dispatch operations, ensuring timely response and optimal resource allocation</li><li>Facilitate seamless communication between departments, improving workflow and reducing errors</li></ul> at RoadOne Towing<ul><li>Coordinate vehicle intake and release, ensuring efficient workflow and customer satisfaction</li><li>Manage customer inquiries via phone, enhancing response times and service quality</li><li>Perform accurate data entry, maintaining up-to-date records for operational efficiency</li><li>Operate forklift for vehicle movement, ensuring safety and precision</li><li>Handle multi-line phone systems, streamlining communication processes</li><li>Maintain organized filing systems, ensuring easy access to important documents</li><li>Streamline vehicle intake and release processes, enhancing customer satisfaction and operational efficiency</li><li>Coordinate dispatch operations, ensuring timely response and optimal resource allocation</li><li>Facilitate seamless communication between departments, improving workflow and reducing errors</li></ul> at RoadOne Towing