Peter Azmy

Team leader - Customer facing team (Deliver Pillar)Full Time

• Job Details:Managing full customer facing team to serve Unilever over KSA & Gulf Markets. Managerial Responsibilities: Monitoring team performance. Absorbing new business from client & increasing CCN. Standardization of process & ways of working between diff. regions Monitoring team full time equivalent (FTE). Setting team dispatch. Learning plan & growth plan for individuals. One 2 One session. Handling client escalations. Interviewing & training new hires. Operational Responsibilities: Monitor order processing challenges over ERP system (SAP). Monitor customers master data. Ensure high efficiency of order fulfilment. Page | 2 Service level calculations (CCFOT). FCST vs Demand analysis. Setting action plan to minimize losses. Creating Marcos & new reports to monitor operations. Creating dashboards to close monitor our service figures. Setting sales & operation execution with clients (S&OE) Driving automation projects to reduce FTE & operational cost. Process enhancement. Setting review forum with different stakeholders to mitigate risks. Incidents investigations & risk management. SOPies creations & review.

CRM SeniorFull Time

• Job Details:Managerial Responsibilities: Duty Manager and Manager in Charge Shifts at IKEA. Managing full customer service team as IKEA stores. Monitor store sales. Handling customers escalations at IKEA stores. Set hiring interviews & train selected candidates. Setting team dispatch. One 2 One session. Operational Responsibilities: Finalize complaints charts and analysis to each department. Setting standard operation procedures for all departments. Assure highest level of customer satisfaction. Maintain service level of agreement for complaints. Monitor call center systems and developing IVR structure. Monitor call center quality. Follow up with the other departments regarding pending complaints. Set action plans to develop and facilitate workflow. Finalize managerial reports and reviewing it. Monitor customer service team KPI's. Monitoring E-commerce channel procedures & workflow. Monitor home delivery procedures & workflow. Monitor store sales VS Demands & OOS risks

Customer Service coordinatorFull Time

• Job Details:Handling Face to Face Customers Handling Customers Complains Registering Technical Tickets Dispatching Technical Tickets Registering Maintenance Requests Gain Customer Satisfaction Report & analyze work figures Follow up with Customers