Saeed AlMasri, MBA

Oversee daily KPIs, performance gaps, manage system improvements, and ensure seamless client onboarding while driving process enhancements and SLA compliance. Projects and achievements: - Led a system migration project, transitioning from SaaS to an Enterprise. - Integrated the system with SPL, as part of the National Address Project, enhancing customer experience. - Managed integration and onboarding 3PL service providers, ensuring real-time data synchronization for shipments and tracking. - Built Operations Reports on the system, enabling leadership-level decision-making. - Deployed new Driver App: new functions added in the app that improved couriers’ efficiency. - Developed customer onboarding guides and system manuals, reducing dependency on support teams. - Created Customer Service Matrix and KPIs. Roles and Responsibilities: • Manage system projects, developments and address issues • Led training and customer service departments, ensuring competency development, SOP compliance, and workforce readiness • Monitored operational KPIs and customer satisfaction metrics, identifying performance gaps and implementing corrective actions • Presented operational insights, reports, risks, and improvement plans to senior leadership • Integrated Health & Safety requirements into SOPs, training programs, and daily operations • Manage and analyze 3PL partner’s performance and handling claims • Oversee customer database maintenance, contract issuance, and onboarding programs • Handle various projects and ad-hoc requests from management

Working as senior operation learning and development for ATS (Sort Center and First Mile), highlighted by the following: Initiatives and Projects: • Build and manage L&D regional dashboard in BI to provide visibility on trainings which have taken place across MENA (Per month, Training type, and Training status) in facility level as well. • Create a learning curve report, measure and evaluate new joiners’ performance. • Virtual (Online) onboarding project: Take the lead by setting up the process and procedure, creating the needed guidelines, and getting the approval from the leaderships. • Launch 5 new sites: Be part of lunching 4 EDSPs (External Delivery Service Provider) and 1 Sort Center, by creating a training plan, coordinating with vendors and our Operation leaders to deliver the training. • Migrate from Souq to Amazon System: Create training plan and materials, conduct training sessions for managers, and perform system testing. • Managing E-learning platform across the MENA region. Roles and Responsibilities • Communicate with the stakeholders to prepare a training calendar. • Conducting training needs analysis (TNA), and skills development for Operations. • Create, design, implement and evaluate training programs. • Create, manage, and update visual standard operating procedure (VSOP). • Facilitate orientation/onboarding and training classes/ virtual and e-learning; communicate policies and procedures to the stakeholders as needed. • Create, organize, administer, maintain, and manage training database.

Develop team members to meet daily KPIs and functions by leading training programs and activities across 16 sites (11 delivery stations, 3 First Mile and 2 Sort center) in Saudi Arabia that are intended to help the company to reach its yearly goals. Initiatives and Projects: • Launch 6 new sites: Be part of lunching 6 heavy and bulky EDSPs (External Delivery Service Provider) by creating training matrix, coordinating with vendors and our Operation leaders to deliver classroom and OTJ (on job) training. • Deploy train the trainer (learning ambassador) project across company sites in KSA. Set up the process, meet with the leaders and get their alignments and approvals, conduct the training for the nomination. • Participate in 2 last mile operation projects, related to improving operation delivery rate and enhancing customer experience and satisfaction by reducing number of calls to call center. • Create top offenders report for last mile team. Sharing a weekly performance report showing the top offenders for each station and WoW (week over week) progress. • Create2 booklets (Full guidance) in 3 languages (Ar,En,Ur) for operation. Key Responsibilities: • Prepare a training calendar. • Coordinate with HR in order to ensure that new joiners received onboarding training. • Create, design, develop trainings, job aids, manuals, course material, quiz documents. • Maintain training records, analyze and inform section managers of untrained staffs. • Identify and assess the training needs in the company. • Prepare and forward the training feedback of the staffs to the management. • Conduct training surveys to evaluate the training satisfaction amongst the employees.

Responsible for the team activities and work volume of Call Center in attending to incoming/outgoing customer enquirers and the resolution of issues raised in order to provide optimal service delivery. Key responsibility: • Provide guidance and support to the call center agents when dealing with customer inquiries and unhappy customers. • Monitor all staff levels and liaise with management regarding any adjustments required. • Recommend process improvements. • Assist in scheduling rosters to meet anticipated business requirements. • Support the Call Centre metrics through coaching, modeling behaviors and technical expertise. • Maintain Call Centre documentation related to attendance, performance and production.