Rania Barakat
Nasr City
Summary
Analytical, organized, multi-tasked and detail-oriented logistics, helpdesk and partnerships manager, with excellent communication and customer service skills, and more than 20-year experience in the field of Information Technology supportive functions. Managed reducing cost and increasing service quality of the logistics operation services. Seeking to create productive partnerships with suppliers and vendors.
Overview
25
25
years of professional experience
Work History
Supply Chain & Partner Manager
FSIT-EG
01.2020 - Current
- Develop and document standard operating procedures for receiving, handling, storing, shipping products or materials
- Supervise the activities of Logistics department in receiving, storing, testing, and shipping products or materials
- Monitor the operation of direct activities related to dispatching, routing, and tracking transportation company vehicles
- Plan, organize, maintain, and manage the operations and reliability of company logistics resources and systems
- Managing and enhancing relationships with existing partners
- Develop strategies for partnership growth and integration
- Identify and negotiate deals with new partners
- Oversee partnership performance and ensure alignment with business goals
- Collaborate with sales teams to develop partnership strategies
- Identify, develop relationships, and negotiate deals with new partners
- Ensure partnerships deliver on promises to customers
Maintenance Logistics and Helpdesk Manager
Fujitsu -Egypt
01.2017 - 01.2020
- Establish and develop maintenance logistics procedures and ensure implementation of logistics maintenance processes
- Recruit, train, and support help desk representatives and supervisors
- Contribute to improving customers support by actively responding to queries and handling complaints
- Establish best practices throughout the entire support process
- Develop daily, weekly, and monthly reports on help desk team's productivity
- Provide customers feedback surveys to top management and appropriate internal teams
- Document all troubleshooting and case management actions
- Create KPIs reports and take actions accordingly to enhance agents' performance
Warranty and Partnership Manager
Fujitsu -Egypt
01.2012 - 01.2017
- Responsible for verification and validation of warranty status of company customers' devices and partners' devices
- Audit Partners' premises, workshops and customers reception desks
- New Service Partners assigning in accordance with Fujitsu needs and strategic goals
- Support activities to improve our product's reliability despite the market conditions
- Use established techniques for estimating and planning, resource management and quality management
- Work with your team to identify and develop preventative measures to reduce Incident/problem re-occurrence
- Manage the team in understanding and meeting Service levels
- Work with cross-functional teams address and resolve technical and commercial warranty issues
- Set Warranty maintenance logistics team strategy, goals, objectives, and priorities in line with company priorities
- Develop processes to ensure that internal/external warranty reporting is clear and concise with appropriate format and content that accurately conveys warranty status and drives appropriate actions
- Provide warranty related policies, procedures, work instructions and promote their effective and efficient application
Warranty and Global projects Supervisor
Fujitsu -Egypt
01.2010 - 01.2012
- Make warranty calculations, extensions and adjustments
- Creating warranty spares requests on Warranty Claim Management system
- Order Spare parts related to warranty, contacts and global projects cases
- Make sure that stock level is maintained and up to date by processing replenishment orders
- Manage inbound and outbound deliveries to Germany or other lead countries
- Provide support to engineers and technicians during implementation operation
- Act as focal point of contact between local project managers and all Fujitsu counties
- Review and accept warranty claims proposal, prepare invoice and follow up till payment
- Support Services Global contracts pricing, contact signature and setup
- Discuss, review, modify and accept global projects scope of work, hence getting it into operation mode smoothly
Helpdesk Supervisor
Fujitsu -Egypt
01.2003 - 01.2010
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analyzing data to assist management as they determine call center goals
- Working with other supervisors and management team members to support agents and maximize customer satisfaction
Helpdesk Agent
ICL - Egypt
01.2000 - 01.2003
- Manage inbound and/or outbound calls
- Follow various communication scripts when speaking to a caller
- Handle customer complaints
- Identify customer needs, answer questions and solve problems
- Build sustainable customer relationships
Education
Bachelor of Arts - English Language
Ain Shams University
05.2000
Skills
- Negotiation skills
- Coaching and mentoring
- CRM knowledge
- Leadership skills
- Exceptional communication
Accomplishments
- Managed successfully the transformation of Partnerships Operating model from UAE to Egypt.
- Scanned the market for best CRM software, selected the best choice and implemented it till 100% functionality.
- Owned the project of establishing company website and SEO and delivered it successfully.
- Transformed warehouse inventory management from manual to electronic.
- Documented Logistics, warehouse and Helpdesk Processes as per ISO guidelines.
- Managed all activities of maintenance logistics activities of FCO projects.
- Awarded for best practice and cost efficiency activities.
- Awarded for professionalism and putting the customer first.
- Implemented GPS tracking system for fleet.
Timeline
Supply Chain & Partner Manager
FSIT-EG
01.2020 - Current
Maintenance Logistics and Helpdesk Manager
Fujitsu -Egypt
01.2017 - 01.2020
Warranty and Partnership Manager
Fujitsu -Egypt
01.2012 - 01.2017
Warranty and Global projects Supervisor
Fujitsu -Egypt
01.2010 - 01.2012
Helpdesk Supervisor
Fujitsu -Egypt
01.2003 - 01.2010
Helpdesk Agent
ICL - Egypt
01.2000 - 01.2003
Bachelor of Arts - English Language
Ain Shams University
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