Mousa Hamad
Doha
Summary
Versatile professional with expertise in customer service, logistics and operations management, and financial analysis. Demonstrates strong capabilities in team leadership, cross-functional collaboration, and problem resolution to drive service quality enhancement and operational efficiency. Skilled in record management, vendor relations, compliance oversight, and report generation, with a proven ability to optimise cash handling and sales strategies. Multilingual communicator committed to fostering seamless interactions across diverse teams and stakeholders while pursuing opportunities to contribute to organisational growth and excellence.
Overview
13
13
years of professional experience
2017
2017
years of post-secondary education
Work history
On Site – Customer operations Agent
DHL Express
, Qatar
12.2024 - 08.2025
- Track and trace shipments in adherence to DHL’s network trace standards and ensure that the customer is fully updated on any query or issue within the agreed time of one hour.
- Keep the Customer Operations Group Manager, Account Manager, Control Tower Manager constantly updated on any service issues and remedial action being taken.
- Ensure all Service Incident Reports are completed fully and forwarded to the COG Manager and Control Tower Manager within 24 hours of an inquiry being closed so that appropriate feedback can be given to the customer and steps taken to prevent similar incidents in the future.
- Evaluate and investigate recurring operational problems that are highlighted through traces and then direct the information accordingly so that corrective actions can be taken promptly.
- Accurately process inbound/outbound shipments to ensure on time delivery and collection of Customer material to minimize the possibility of miss pick-ups.
- Alert origin and destination countries for all urgent consignments and monitor progress and where appropriate, provide all assistance to ensure shipments are delivered within agreed time frames.
Service Point Advisor
DHL Express
07.2022 - 08.2025
- Provide exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Manage and coordinate shipments, tracking orders, and ensuring timely delivery.
- Collaborate with cross-functional teams to streamline processes and improve service efficiency.
- Utilize knowledge of DHL services and procedures to guide customers on the best shipping solutions.
- Maintain accurate records and documentation of customer interactions and transactions.
Service Desk Coordinator
DHL Express
03.2021 - 06.2022
- Oversee the service desk operations, ensuring timely and efficient handling of customer inquiries and concerns.
- Coordinate with various departments to resolve escalated issues and ensure customer satisfaction.
- Implement and monitor service desk procedures to enhance workflow and service quality.
- Provide training to team members on customer service best practices and company policies.
- Generate and analyze reports to identify trends and areas for improvement in service delivery.
Contact Center Advisor
DHL Express
09.2018 - 03.2021
- Handle incoming customer calls and emails, providing accurate information and assistance.
- Resolve customer issues promptly and escalate complex problems to appropriate departments.
- Maintain a high level of knowledge about DHL services, rates, and shipping procedures.
- Meet or exceed performance targets for call resolution, customer satisfaction, and service quality.
- Collaborate with team members to share insights and contribute to continuous improvement efforts.
Product Master
Souq.com subsidiary from Amazon
04.2018 - 09.2018
- Manage and update product information on the online platform, ensuring accuracy and completeness.
- Coordinate with vendors and internal teams to obtain and verify product details.
- Ensure compliance with Amazon's standards and guidelines for product listings.
- Monitor and analyze product performance, making recommendations for improvements.
Head Cashier
LA Familia Brand Closeout
01.2017 - 04.2018
- Supervise and train cashier staff, ensuring accurate and efficient transaction processing.
- Manage cash registers, reconcile daily transactions, and prepare accurate financial reports.
- Provide excellent customer service by addressing inquiries and resolving issues at the point of sale.
- Collaborate with management to implement strategies for improving cashier efficiency and customer experience.
Cashier
LA Familia Brand Closeout
08.2013 - 12.2016
- Process customer transactions accurately and efficiently using cash registers.
- Provide friendly and helpful customer service, addressing inquiries and resolving issues.
- Maintain a clean and organized cashier station, adhering to hygiene.
- Collaborate with team members to ensure smooth store operations and customer satisfaction.
Sales Associate
LA Familia Brand Closeout
01.2013 - 07.2013
- Assist customers in product selection, providing information about features and benefits.
- Meet or exceed sales targets through effective communication and persuasion.
- Maintain knowledge of store inventory, promotions, and pricing to assist customers accurately.
- Collaborate with team members to achieve collective sales goals.
Education
Bachelor's Degree - Finance
University Of Jordan
Skills
- Customer service and support
- Logistics and operations management
- Financial analysis and reporting
- Team leadership and development
- Cross-functional collaboration
- Problem solving and resolution
- Service quality enhancement
- Record management
- Vendor relations
- Compliance oversight
- Report generation
- Cash handling and sales strategies
- Multilingual communication
Websites
Personal Information
Date of birth: 04/14/94
Timeline
On Site – Customer operations Agent
DHL Express
12.2024 - 08.2025
Service Point Advisor
DHL Express
07.2022 - 08.2025
Service Desk Coordinator
DHL Express
03.2021 - 06.2022
Contact Center Advisor
DHL Express
09.2018 - 03.2021
Product Master
Souq.com subsidiary from Amazon
04.2018 - 09.2018
Head Cashier
LA Familia Brand Closeout
01.2017 - 04.2018
Cashier
LA Familia Brand Closeout
08.2013 - 12.2016
Sales Associate
LA Familia Brand Closeout
01.2013 - 07.2013
Bachelor's Degree - Finance
University Of Jordan
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