Khaled Abdel Baset Email & Phone Number

New Cairo City, Cairo Governorate, Eg

Egypt

Oversaw responsibility for diverse activities including day-to-day operations and reporting management. Handpicked to lead Customer Operations and Supply Chain departments in the Egypt region. Spearheaded a team of 80+ persons in 3 Functional departments (Home Services, Supply Chain, and Projects Department).A strong promoter of cross-divisional and cross-functional communication to achieve improved organizational effectiveness and judiciously manage the annual budgetary target of $4.5M and control over payroll, non-payroll, inventory levels, and purchasing expenditures.Efficaciously plans and strategic direction for monitoring the technical staff and all Supply Chain Functions (Warehouse, Inventory Control, and Distribution) to efficaciously position the Company for success ( reduce exp. 25%).Strategized for uniform customer experience across Egypt for consistent top scores in customer satisfaction, cost optimization, and profitability turnaround through operational efficiency ( ELF less than 1%).

Egypt

Demonstrated ability to lead daily operations, proactively scheduling employees and activities to align with company goals; Adept at developing procedures, service standards, and operational policies with a primary focus on people management and performance monitoring ( Meet the customer's request in 24 H, ELF less 0.7% My Report less 1.5%).Manpower training and development curricula were developed in various aspects by identifying the initiatives and capabilities of the team that were addressed, team and individuals. (Microsoft office level increased from 20% to 70%)- while empowering employees to reach the objectives as individuals and most importantly as a team.Enforced strict measures to track the performance of staff, defined KPIs, SLAs, checklists, and customers' comments, and maintained accurate records of technicians' activity and performance through the checklist and customers' comments reducing the likelihood of negative reviews by 86%.Supply chain function - oversaw ordering and receiving materials, ensuring proper stock levels. Negotiate good deals with service contractors and suppliers through serious negotiations which reduced costs by 20%.

Egypt

Supervised a team of 1 engineer and 7 in-house technicians, and 18 outside ( Black Horses), in addition to 60 technicians for ART partners to cover all Egyptian governorates.Collaborated with 7 business executives to understand problems and implement solutions to solve those problems.Leading three large-scale projects with a collective budget of $5M.,Improve the performance of (30) branch staff through direct guidance and leadership.

Egypt

Engaged in calls, utilizing exemplary calls for training events and employee recognition, improving training effectiveness, and reducing employee turnover by 25% .Organize and manage a database of calls, and create comprehensive records of 2500+ incoming and 180+ outgoing calls by 37 call agents and 2 supervisors.Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews by 86%.Developed and implemented a resolution list and suggestions for call agents, decreasing customer call times by 60+ seconds, Answered 18+ calls per agent per hour, exceeding target call rates by 50%+Contributed to 15% overperformance of annual sales targets by maintaining policy and using knowledge to answer more calls per hour.

Egypt

Monitored and maintained schedule adherence related to breaks, lunches, absenteeism, and lateness for 37 employee.Conducted weekly team meetings and impromptu meetings addressing new policies, and procedures, and allowed agents to voice concerns and ideas.Support the sales team by establishing the main point of contact regarding technical questions 2%+ increasedCollaborated with a team of 35+ people.

Egypt

Assist the reception engineer in writing the work order and entering it into the computer to start the 30+ Customer ber day work cycle.Greets showroom customers and determines the nature of their visit.Types memos, correspondence, reports and other documents.