Summary
Overview
Work History
Education
Certification
Timeline
BusinessAnalyst

Amr Ghally

Operations Management
Kuwait City,KU

Summary

Experienced Head Of Operations with a demonstrated history of working in telecommunications, entertainment, and retail industries. Skilled in Field Operations, People Management, Warehouse Operations and Customer Experience.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Head of Operations

Assas Capital
Kuwait, Kuwait
01.2020 - Current
  • Oversee large-scale staff recruitment and development initiatives to keep workforce skilled and effective.
  • Built and deployed operational procedures, training programs and administrative systems.
  • Worked with department heads to stay current on needs and offer high-level support for day-to-day operations.
  • Coached and guided senior managers to improve effectiveness and policy enforcement, resulting in improved employee job satisfaction and higher performance levels.
  • Developed key operational initiatives to drive and maintain substantial business growth.

Home Services & Supply Chain Sr. Manager

OSN
Kuwait, Kuwait
01.2015 - 12.2019
  • Oversee and managed the Customer Operations and Supply Chain departments in Kuwait region reporting to the VP of HS & SC and serving approximate customer base of 90k.
  • Managed, supported and developed 90+ persons in 2 functional departments through full automated environment involved systematic dashboards, auto scheduling systems and smart location cloud service.
  • Day to day management to insure less customer churn, cost efficiency, and increase positive customer experience (Customer Excellence).
  • Managed and achieved annual budgetary target of $3.4M and control over payroll, non- payroll, inventory levels and purchasing expenditures including setting budgets, monitoring costs, and financial reporting.
  • Managedall Supply Chain's Functions (Warehouse, Inventory Control and Distribution). Planned, coordinated and monitored transfer of goods and materials from manufacturers and suppliers all way through to customers.
  • Provided on job coaching, training and development of staff including Dealers and Contractors to ensure best possible services provided to our customers.
  • Set standards and benchmarks of quality customer interface to insure customer happy experience and base stability.
  • Continuously developed own skills by attending all required training courses and maintaining up to date knowledge of products, services, systems and work processes.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Collaborated with diverse internal teams in to streamline processes.
  • Continuous assessing job performance and overall customer satisfaction through defined KPIs, SLAs, checklists and customers' comments and developed strategic plans on key issues to identify root causes and applying corrective and preventive actions to avoid churn and to increase customer retention.
  • Planned workload allocation, adequate operational capacity and shift patterns to ensure motivated and highly productive workforce at all times and to ensure all processes, tools and safety gear are in place to support effective and accountable teams.
  • Followed up with customers during and after installations to verify satisfaction.
  • Monitored safety compliance to maintain strict standards and protect team members from harm.
  • Managed and executed successfully number of internal and external projects.

Customer Operations Manager

OSN
Kuwait, Kuwait
01.2010 - 12.2014

Customer Service Technical Support Supervisor

OSN
Kuwait, Kuwait
12.2006 - 12.2009

Account Executive

Gulfnet Communications Company
Kuwait, Kuwait
10.2005 - 12.2006
  • Managed recruitment, training and development for highly effective sales team
  • Built and strengthened relationships with new and existing accounts to drive revenue growth
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers
  • Managed sales cycle to maintain solid customer base
  • Collaborated with internal teams to develop account strategy
  • Trained clients on product features and updates to secure buy-in
  • Leveraged CRM to collect, organize and manage sales data and customer information
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales

Education

Bachelor of Commerce - Accounting And Business Management

Faculty of Commerce English Section
Egypt

Certification

Project Management Professional (PMI-PMP)®

Timeline

Project Management Professional (PMI-PMP)®

04-2022

Head of Operations

Assas Capital
01.2020 - Current

Home Services & Supply Chain Sr. Manager

OSN
01.2015 - 12.2019

Customer Operations Manager

OSN
01.2010 - 12.2014

Customer Service Technical Support Supervisor

OSN
12.2006 - 12.2009

Account Executive

Gulfnet Communications Company
10.2005 - 12.2006

Bachelor of Commerce - Accounting And Business Management

Faculty of Commerce English Section

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Amr GhallyOperations Management