ALI ABDELAAL

Planning & Demand Management

• Manage capacity planning and demand management to align supply, logistics resources, and customer commitments.
• Coordinate order processing based on sales plans, contracts, and inventory availability.
• Plan materials replenishment to ensure uninterrupted supply and optimized stock levels.

Procurement, Contracts & Compliance

• Execute procurement activities, including supplier sourcing, negotiation, and performance coordination.
• Prepare, review, and manage contracts with customers, suppliers, transporters, and regulatory bodies, including ADAFSA compliance requirements.
• Lead and support tenders and auctions, including documentation preparation, bid evaluation, and commercial execution.

Inventory & Warehouse Operations

Oversee inventory management and optimization, balancing demand requirements with storage capacity and cost control.

• Coordinate warehousing operations, stock movements, and availability for distribution planning.

Logistics, Transportation & Execution

• Plan and manage transportation operations, including fleet scheduling, route planning, transporter coordination, and last-mile delivery execution.
• Coordinate logistics, distribution, and supply chain synchronization across suppliers, warehouses, ports, and customers.
• Provide port clearance support, liaising with clearing agents, shipping lines, and authorities to ensure timely cargo release.

Delivery, Customer Service & Key Accounts

• Manage key customer accounts, acting as the primary operational point of contact.
• Handle customer service activities, resolving operational issues promptly in line with SLAs and contractual commitments.
• Ensure on-time delivery performance through proactive follow-ups and effective issue resolution.

Financial, Systems & Reporting

• Prepare and manage invoicing, coordinating with finance teams to ensure accurate and timely billing.

• Ensure that inquiries and phone calls received by the clients have been answered
• Directed, guided, coached and mentored team of 10-15 agents and surpassed individual and corporate goals
• Supervise the updating of information and items related to the Call Center
• Supervise the mechanism and procedures for the preservation, archiving and updating of records relating to the Notes concerning the customers
• Oversee the implementation of any new initiative consisting of new services provided to members
• Ensure that the necessary resources are available to implement the activities of the Center
• Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings
• Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times
• Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume
• Supervised and tracked phone and email activity using various contact center applications and software tools
• Developed quality employees within call center to take over leadership positions
• Established and oversaw performance targets for call center associates
• Determined quality assurance benchmarks and set standards for improvement
• Created clear and effective policies governing all aspects of employee work and interaction with customers
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
• Collected and analyzed call center statistics, sales rates, costs and customer service metrics
• Established relationships and touch points with clients to promote retention
• Maintained call center equipment in good working order to maximize productivity
• Supervised site investigations, reported issues and escalated those that required further assistance
• Recruited and developed employees Contact Center department
• Performed payroll responsibilities every Month by correcting any variances and scheduling conflicts
• Built strong relationships with clients by following up on previous purchases and suggesting new products
• Reduced customer service complaints by designing new methods of resolution
• (Tafaseel BPO) - Abu Dhabi

• Follows up with customers and achieves sales orders and quotations target every day
• Cooperates with other departments to ensure sales, queries, and deliveries are handled efficiently and informs clients of unforeseen delays or problems
• Handles calls, emails, and answers customer queries with accuracy and timeliness
• Ensures orders and inquiries are processed according to customer requirements
• Following up with the delivery timings
• Monitoring and evaluation of users' preferences to derive suggestions for improvements
• Process e-commerce returns and refunds at least twice a week
• Ensure email and Social are monitored and up to date
• Coordinates with the sales team by managing schedules, filing important documents, and communicating relevant information
• Communicate with other departments and providers to research and resolve issues, identify and implement service solutions
• Monitor progress using service measurement systems
• Identify areas to improve communications and efficiency of operations through continuous improvement efforts
• Work to enhance knowledge in key service areas
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Received and processed stock into inventory management system
• Abu Dhabi, UAE

• Responsible to manage the day-to-day operations of the contact Centre through the effective use of resources and ensure high performance and quality standards of the contact center
• Manage day to day operations within the Customer Service to ensure seamless operations
• Manage agents to resolve all queries and provide them with necessary guidance to solve complicated cases
• Identify various means to measure customer satisfaction and improve services
• Identify the enquiries and queries received by other departments and business units and delegate tasks and responsibilities to team members
• Ensure that the contact center objectives and KPIs are aligned with organizations strategy
• Evaluate suggestions / complaints received via the Customer satisfaction Survey and develop action plans to ensure suggestions and complaints are addressed accordingly
• Conduct periodic meetings with internal sections & BU manager to discuss possible improvements to organizations overall customer service
• Conduct periodic meetings with team members and other sections to identify areas of improvement
• Define training plans and identify training requirements to ensure Contact Centre agents are equipped with the necessary skills and are updated with new, existing and enhanced services
• Form relationships across all levels of the business, engaging employees and managers, coaching and mentoring in continuous improvement activities to develop the culture of continuous improvement
• Develop the KPI s for the contact center staff to monitor their performances as per the organization standards
• Manage performance of individuals and teams through effective performance management techniques, career planning strategies and sharing of best practices
• Mentor and ensure smooth induction of new hires
• Provide helpful feedback and positive communication to motivate contact center agents to minimize agent attrition rate
• 6thstreeet.com | Dubai

• Act as the primary point of contact for all our ECommerce customers
• Assist customers and communicate promptly to inquiries concerning product, after-sales service, exchanges, and returns via email, Chat, or by phone
• Handle retail complaints and escalate process to the retail leadership team to resolve customer problems as quickly as possible at a high level
• Utilize independent and empowered decision-making skills and increased authority to manage higher accommodation levels
• Maximize cross-sales opportunities in all email and phone correspondence by suggesting related products to original inquiries
• Ensure that the in-house processes and procedures are always adhered to
• Partner with Customer Service to ensure customer satisfaction metrics are being met through Salesforce
• Partner with Customer Service to resolve e-commerce issues that cannot be solved locally (logistics; payment refunds, etc)
• Process e-commerce returns and refunds at least twice a week
• Process e-commerce product returns back into stock weekly via the warehouse
• Ensure email and Social are monitored and up to date

• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Responding promptly to customer inquiries
• Communicating with customers through various channels
• Keeping records of customer interactions, transactions, comments and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and professional

• Answer incoming calls and respond to customer's emails
• Management and resolve customer complaints
• Provide product and service information to customers
• Document all call information according to standard operating procedures
• Follow up customer calls where necessary