Rashid Sharabi

• Supervised daily operations, acting as point of contact for any queries or obstacles.
• Motivated and trained employees to maximise team productivity.
• Established and communication daily priorities to guide team activities.
• Enhanced operational efficiency and reduced labour expenses by developing and optimising standard practices.
• Managed and motivated high-performing teams for successful KPI attainment.
• Created and implemented strategies for improved operational efficiency, maximising profit potential.
• Reviewed and assessed operations performance, developing initiatives for continuous process improvement.
• Translated senior management directives into actionable front-line policies and implemented changes with staff.
• Investigated issues affecting group operations, prepared reports and helped correct problems.
• Monitored daily and weekly KPIs, implementing improvement strategies to maintain on-track status.

· Ensure Management’s and employees' full understanding of business needs, auditing compliance, and tracking progress towards goals.

· Leading a comprehensive Middle Mile department for a vast logistics network that runs 24X7 for the entire UAE, which includes more than 12 vehicles a day covering more than 40 trips in and out of the facility. Ensuring the smooth running of the shipments flow round the clock including weekends and holidays.

· Plans schedules and manages the inbound and outbound Linehaul Operations for the hub. Regular analysis and fine-tuning for optimal fleet usage.

· Reviews daily, weekly, and monthly service levels/metrics. Provides recommendations and implementation of quality improvement methods

· Drives innovation to improve collections performance and reduce the cost to serve

· Implements and maintains a rigorous process of using the metrics to assess performance and perform weekly team huddles to use the metrics reports

· Proven track record of working cross-functionally to meet critical deadlines and resolve issues

· Maximize regional P&L revenue generation by optimizing fleet management

· Demand and forecast planning to ensure the smooth running of operations during peak volume.

· Managing responsibilities include hiring, terminations, coaching, skills development, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns, and staff productivity.

· Assist with the development of annual budgets, operational standards, and strategic business goals.

· Identifying and managing risks, issues, and dependencies.

· Engage in high-level negotiations, generate lucrative contracts and build beneficial partnerships with clients via regular, productive communication.

· Spear heading reverse logistics department, communications, and VIP support team.

• Hired as part of the Contact Centre and later promoted to Customer Service Leader and report to the Head of UAE Customer Service
• Resolved client inquiries for international shipments, as well as domestic and express shipments
• Supervised complaint ticketing team which deals with deliveries and handling complaints
• Arranged deliveries, CSR related follow up for major clients in the UAE (Ex: Landmark, ADCB, Amazon & Al Shaya Group etc.)
• Headed the Immediate Response Team (IRT) and reported directly to the General Manager
• Prepared daily excel reports such as case system and team production
• Lead a team of 8 individuals
• Each handling a different ticketing pool based on the client's needs & preference
• Maintained and worked for improving product quality by completing product, system, compliance and surveillance audits
• Acted as first line of contact for agent issues and concerns surrounding client process, procedures and escalation point
• Collaborated directly with operations to implement, monitor and respond to client services and to maintain service level agreements
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• Operations and Sales In charge |, Roles & Responsibilities - Operations and Sales In Charge
• Sales records and invoices maintenance
• Identified potential customers
• Listing companies in order to bring in more revenue for the bank
• Meeting monthly targets and maintaining a consistent score
• Submitted quality files that would be approved without any hassle
• Meeting the customers and verification of documents
• Abiding with the brand policies and security measures
• Awards & Achievements
• Received the customer service award from Aramex (September 2016)
• Appreciated by clients as one of the best Customer Service Executives
• (November 2018)
• Appreciated as one of the best agents on floor by the floor manager
• (June 2015)
• Top performer when it came to quality
• Trained in various processes of the business
• Achieved a good rapport with clients