BASEM LABANIE

Business Development: Identify and secure new corporate accounts across Kuwait (Domestic), air, ocean, road freight, and warehousing sectors.

• RFQ Conversion: Convert incoming Requests for Quotations (RFQs) and tenders into profitable purchase orders and long-term service contracts.
• Negotiated contracts and deals for long-term business partnerships.
• Maximised sales opportunities, representing the company at face-to-face and virtual exhibitions, workshops and events.
• Delivered 20+ customer sales visits per month to grow spend, using consultative sales techniques.
• Effectively resolved customer problems and complaints, improving customer satisfaction by 50%.

Managed regional sales operations to enhance brand presence.

• Developed strategies with a focus on market expansion.
• Market Intelligence: Analyse local and international market trends, competitor pricing, and industry developments to capture higher market share.
• Conducted market research to identify potential clients.
• Streamlined communication channels within the team, improving efficiency.
• Cross-Department Collaboration: Work closely with operations, customer service, and finance teams to ensure seamless service delivery and client retention.
• Collaborated with internal teams for seamless project execution.
• Executed promotional strategies, raising product awareness in untapped markets.
• Led team training sessions, enhancing skill sets.
• Devised sales proposals for improved client engagement.
• Fostered solid relationships with clients, boosting loyalty and retention.
• Reviewed performance metrics regularly, identifying areas of improvement.
• Analysed market trends for strategic planning purposes.
• Monitored competitor activities, adjusting strategies accordingly.
• Assisted in recruitment processes to build an effective sales team.
• Drove team performance by setting clear, achievable KPIs, using data and sales tools.
• Highlighted essential soft skills for collaboration: Excellent negotiation, commercial acumen, communication, and relationship-building abilities.
• Mastered tools for effective pipeline management: Proficiency in CRM software and pipeline management tools
• Developed understanding of trade compliance and logistics: Strong understanding of international trade compliance, customs clearance procedures, and regional transport networks (GCC/cross-border logistics).
• Pricing & Negotiation: maintain pricing discipline.
• Defined key responsibilities for team members
• Identified essential skills needed for team success.
• Represented company at trade shows and business conferences.
• Oversaw planning and execution of targeted sales and marketing strategies.
• Delivered 20+ customer sales visits per month to grow spend, using consultative sales techniques.
• Effectively resolved customer problems and complaints, improving customer satisfaction by 50%.
• Oversaw planning and execution of targeted sales and marketing strategies.

KEY RESPONSIBILITIES

- Kitchen Operations & Workflow Management

* Oversee end-to-end kitchen operations and food production to ensure efficient, consistent, and timely output.
* Coordinate chefs, kitchen staff, packing, and dispatch teams to maintain smooth daily operations.
* Develop and implement SOPs, production procedures, and workflow improvements to enhance productivity.
* Manage staff schedules, shift allocation, and daily manpower requirements.
* Identify operational bottlenecks and implement corrective actions to improve workflow and order turnaround times.

- Quality Control & Food Safety

* Ensure compliance with HACCP, ISO, and applicable food safety, hygiene, and sanitation standards.
* Conduct regular kitchen inspections and audits covering hygiene, food handling, storage, temperature control, and sanitation.
* Maintain consistent food quality, portion control, and production standards in coordination with the Quality Control team.
* Ensure corrective and preventive actions are implemented where required.

**Staff Management & Training**

* Lead and supervise chefs, kitchen assistants, packers, and dispatch personnel.
* Train and coach employees on food preparation, hygiene, safety, SOPs, and operational best practices.
* Monitor staff performance, conduct evaluations, and provide constructive feedback.
* Promote teamwork, accountability, employee engagement, and a positive working environment.

- Inventory & Supply Chain Management

* Coordinate with purchasing and supply teams to ensure timely availability of raw materials and operational supplies.
* Monitor stock levels, consumption, and usage to prevent shortages, excess inventory, and production disruptions.
* Ensure proper receiving, storage, organization, and handling of ingredients and supplies.
* Control food waste through effective inventory management, portion control, and production planning.

- Cost Control & Operational Efficiency

* Monitor operational expenses and identify opportunities to reduce costs without compromising food quality or safety.
* Analyze food waste, production efficiency, and resource utilization to improve profitability.
* Work closely with Finance and management teams to maintain operational costs within approved budgets.
* Implement cost-saving initiatives and process improvements based on operational data and performance trends.

- Order Fulfilment & Dispatch Coordination

* Ensure accurate, timely, and efficient preparation, packing, and fulfilment of customer orders.
* Coordinate with dispatch and delivery teams to maintain service levels and delivery accuracy.
* Monitor order status and kitchen output to identify and resolve delays or discrepancies.
* Implement effective order tracking and escalation procedures to minimize errors and delays.

- Equipment & Maintenance Management

* Monitor the condition and performance of kitchen equipment and machinery.
* Coordinate preventive maintenance, servicing, repairs, and equipment replacement with relevant teams.
* Ensure equipment is operated safely and efficiently to minimize downtime and production interruptions.

- Reporting & Documentation

* Maintain accurate production records, waste reports, inventory records, temperature logs, and food safety documentation.
* Prepare and analyze operational reports covering productivity, quality, waste, costs, and service performance.
* Present operational findings, challenges, and improvement recommendations to the General Manager and senior management.

- Continuous Improvement & Innovation

* Identify and implement continuous improvement initiatives to increase productivity, efficiency, and operational consistency.
* Evaluate industry trends, technologies, and best practices relevant to food production and kitchen operations.
* Collaborate with chefs and R&D teams on menu development, product trials, process improvements, and production feasibility.
* Drive standardization and continuous improvement across kitchen processes and product quality.

- CORE SKILLS

* Kitchen & Food Production Management
* Operations & Workflow Optimization
* Team Leadership & Staff Development
* Food Safety, HACCP & ISO Compliance
* Quality Control & Assurance
* Inventory & Cost Management
* Food Waste Reduction
* Order Fulfilment & Dispatch Coordination
* SOP Development & Implementation
* Production Planning & Scheduling
* Equipment & Maintenance Coordination
* Problem Solving & Decision Making
* Performance Monitoring & KPI Management
* Continuous Improvement
* Microsoft Office & Kitchen Management Systems

- KEY PERFORMANCE INDICATORS (KPIs)

* Kitchen productivity and workflow efficiency
* Order fulfilment rate and production turnaround time
* Food quality, hygiene, and food safety compliance
* Reduction in food waste and operational costs
* Staff productivity, attendance, and performance
* Order accuracy and dispatch efficiency
* Inventory accuracy and stock control
* Equipment uptime and maintenance efficiency
* Compliance with SOPs and operational standards

• Managed tenant-related issues, resolving complaints, disputes and lease violations to maintain positive tenant relationships.
• Promoted available properties through various channels to attract potential tenants. lease or buildings on behalf of property owners.
• Provided owners with regular updates and leasing recommendations to support informed decision-making.
• Hired, trained and supervised staff members and grounds keepers to ensure efficient property management.
• Responding to resident maintenance issues and ensuring the necessary repairs take place.
• Conducting regular inspections of properties and facilities to ensure that all is in order.
• Assisting property owners with financial records, such as mortgage, tax and insurance payments.
• Conducted recruitment, oversight, and termination of employees to maintain staffing levels.

• 1. Perform day to day management of field support team and subcontractors (3rd Parties).
• 2. Direct Field Support & subcontractor technicians to provide high quality technical service to clients SLA's, using the all technicians as familiar with the latest technologies, services and tools.
• 3. Follow up on projects in liaison with other departments to ensure that the customer or end user is informed with the progress and result of all concerns or service requests.
• 4. Scheduled site visits to assess customer issues and provide tailored solutions., solve VIP complaints, Quote management requests & complicated problems of residential customers which could not be solved through Field Support team or 3rd party.
• 5. Ensure that complicated complaints beyond authority level are escalated properly, recommendations to be relevant higher authority within the organization.
• 6. Highlighting urgent problems to superior for proper action.
• 7. Communicating any complaints received to the relevant department, ensuring the customer feedback is handled and reports a correct and all observed SLA's are achieved.
• 8. Liaise with other departments, suppliers for any day-to-day activities.
• 9. Review and Continuous implementation of client systems in liaison with IS.
• 10. Site survey when requested by management and assisting in service setup and process.
• 11. Completed additional assignments from management to support team objectives. assigned by management.
• 12. Managing the field support storage and logging in stored hardware in the system and sending daily reports to our Finance department.
• 13. Managing and keeping track of installed equipment (new and replaced) by support and call center reporting to Finance monthly basis.
• 14. Keeping track of daily customer service and issue resolution stats.
• 15. Assisted in developing training manuals to enhance onboarding for new hires. for new hires, both updated to the company knowledge base.
• 16. ensuring the technical support by providing on-call support and answering inquiries and giving helpful tips to resolve customer problems.
• Applying developed knowledge and execution of the required skills in supporting the organization.
• Applying skill and management skills appropriately and assist in the management and development of the other engineers within the Field Services team.
• Resolved technical support and helpdesk complaints while incorporating suggestions from customers and end users.
• Requested site for remote feedback and scheduled site visits to ensure customer satisfaction with services.
• Keep customers informed with the progress and results of their complaints to maintain their maximum satisfaction as per KPI requirements.
• Clarified tasks for team members during project meetings to enhance understanding and execution.

• Manage all onsite installation, repair, maintenance and test tasks in addition to wiring installation (internal and external).
• Diagnosed and resolved technical issues by analysing problems and implementing effective solutions.
• Diagnose errors or technical problems and determine repair solutions.
• Delivered service and customer support during field visits and dispatches, ensuring client satisfaction.
• Complete customer requests and make appropriate recommendations within the scope.
• Build positive relationships with customers.
• Generated comprehensive service reports to document activities and outcomes for client records.
• Document processes.
• Follow all company's filed procedures and protocols.
• Cooperate with technical team and share information across the organization.

• Provided service and customer support during field visits, addressing issues promptly to maintain service quality.
• Managed customer visit timings and provided phone support to on-site technicians, ensuring efficient service delivery.
• Identified and diagnosed technical errors in systems. or technical problems and determine repair solutions.
• Managing all onsite installation, repair, maintenance and test tasks.
• Followed up on customer complaints, delivering advanced troubleshooting solutions to enhance customer satisfaction.

• Asking questions to identify customer requirements and close sales.
• Contacted potential or existing customers to inform them about products or services using scripts for new, renewal, demo, and upgrade services.
• Enhanced customer satisfaction through personalised support and attentive service to achieve sales goals and encourage future sales.
• Answering questions about products/services provided by the company.
• Take and process orders in an accurate manner.
• Addressed queries to maintain company reputation and ensure customer trust.
• Enter and update customer information in the database.
• Keep records of calls and sales and note useful information.

• Ensure that customers calls, inquiries, problems, requests & complaints are clearly, professionally and timely resolved or escalated in order to meet SLA requirements.
• Interrogate/logging of all problems/solutions ensuring their continuous update in order to enhance problem resolution.
• Maintain routing and assigning of problems to the appropriate while holding overall responsibility for problem resolution.
• Provide customers with a fast, efficient and professional resolution service.
• Log all problems and their solutions onto electronic Helpdesk package.
• Track the progress of all problems, enquiries, customers and their cases and escalate where appropriate.
• Inform customers of known or scheduled problems.
• I liaise with customers to ensure a clear scope of the issue and update of progress of all fault tickets logged and all faults resolved to keep in line with the company KPI standards and to maximise satisfaction by customers.
• Undertake other duties as and when required.
• Liaison with other departments for day-to-day activities.
• Adapted work schedule to meet changing shift requirements.
• Executed additional tasks assigned by management to support objectives.

• Planning and selling transportation, accommodations, insurance and other travel services.
• Cooperating with clients to determine their needs and advising them appropriate destinations, modes of transportation, travel dates, costs and accommodations.
• Providing relevant information, brochures and publications (guides, local customs, maps, regulations, events) to travelers.