Experience

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  IKEA - Al Homaizi Limited

  • Netherlands
  • Retail
  • 700 & Above Employee

  • Service Fulfillment Specialist

    • Nov 2020 - Present

    • Developing strategy and improving performance of daily operations connected to service fulfilment for Kuwait, Jordon and Morocco.• Creating performance reports from IT solutions to enable an efficient distribution network.• Analyzing and reviewing of service related costs.• Defining and maintaining short and mid-term service and capacity parameters based on available forecasts.• Implementing new measures to improve efficiency.• Contributing to short-, and mid-term development through trainings.• Supporting in IKEA expansion plans as necessary.• Providing guidance to optimize multichannel development, tendering activities, matrices, global initiatives and competence networks• Playing an active part in the implementation of sustainable agenda for Service Fulfilment.

  • Recovery Manager

    • Feb 2019 - Nov 2020

    • Optimized the recovery store transfer costs as well as recuperating 75% of value from customer returned products.• Increased the recovery rate 8 % in FY 2020 Vs FY 2019. • Achieved reduction in environmental impact by maximizing recycling of waste by products such as paper, cardboard, and metal by partnering with third party agency.• Implemented portable transfer devices in recovery resulting in improved speed of checking process.• Successfully minimized the financial loss of damaged goods in the store and maximized financial recovery by repackaging and moving goods back to stock or assemble, price and sell goods in the AS IS shop. • Guaranteed compliance with IKEA Recovery and quality standards by monitoring inter department transfers.

  • Last Mile Delivery Manager

    • Jan 2017 - Jan 2019

    • Handled 400 deliveries per day including Ecommerce and store Orders.• Reduced 10% operational cost by implementing double cabin trucks and evening delivery shifts.• Increased Customer Job completion level in first attempt to 90 %.• Recruited and trained co-workers, promoted five staff within department.• Created new process flows and SOPs like routing methods resulting in increased employee productivity and delivery efficiency.• Achieved highest co-workers satisfaction in the department voice survey.• Implemented Delivery Order Management System in Kuwait and Jordan improving overall efficiency of distribution.• Assessed ongoing operations and developed initiatives for continuous process improvement.• Involved in strategic development, manpower and budget planning.• Designed and implemented a customer service training program.• Efficiently set up short and long term delivery capacity .

  • Assistant Manager - Last Mile Delivery

    • Jan 2012 - Dec 2016

    • Managed a fleet of 53, 72 teams and directly supervised 17 staff. • Ensured transport policies were as per Kuwait traffic rules. • Resolved and managed queries and complaints from customers.

  • Last Mile Group Leader

    • Jan 2007 - Dec 2011

    • Achieved Best employee of the month in 2010. • Managed all aspects of daily delivery including routing and driver supervision. • Maintained drivers, permits and equipment files.• Ensured high level of on-time delivery reliability service and performance.

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  Homes R Us Ltd

  • Kuwait

  • Customer Service Executive

    • Jul 2004 - Dec 2006
    • Kuwait