Hany Hassan
Cairo
Summary
Proven leader in operational excellence, I significantly enhanced service quality at Delivery Hero by implementing strategic dispatch coordination and training programs. Leveraging my technical aptitude and exceptional teamwork scheduling skills, I drove improvements in compliance and customer relations, achieving notable efficiency gains. Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Overview
24
24
years of professional experience
Work History
Senior Regional Dispatcher
Delivery Hero
EGYPT
05.2019 - Current
- Maintained strict compliance with industry regulations and company policies through ongoing monitoring of dispatcher activities.
- Assisted in developing departmental budgets based on historical trends, projected needs, and targeted improvements.
- Conducted regular performance evaluations for dispatch staff, identifying areas for growth and offering constructive feedback.
- Ensured adequate staffing levels were maintained at all times to handle fluctuating workloads without compromising service quality.
- Served as the point of contact for escalated customer complaints, resolving issues efficiently while maintaining professionalism under pressure.
- Supported management in strategic planning initiatives by providing insights into regional trends and opportunities for improvement.
- Developed comprehensive training programs for new dispatchers, promoting operational excellence across the team.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Customer Service Representative
Raya CX Co.
Egypt
05.2018 - 04.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries and complaints quickly.
Receiving Team Member
Carrefour
Egypt
11.2013 - 01.2018
- Facilitated swift resolution of shipping-related disputes by providing clear documentation of all relevant details surrounding problematic orders.
- Optimized inbound logistics performance via close collaboration with transportation providers.
- Supported warehouse optimization initiatives by identifying opportunities for process improvements in the receiving area.
- Contributed to positive supplier relationships by maintaining open lines of communication regarding any issues with received shipments.
- Streamlined the receiving process by implementing improved documentation and record-keeping practices.
- Managed timely communication with suppliers regarding shipment delays or discrepancies, facilitating quick resolutions.
- Maintained a clean and organized receiving area, ensuring smooth operations and easy access to products.
- Enhanced warehouse efficiency by accurately processing inbound shipments and verifying product information.
- Assisted shipping team by helping prepare loads and move to waiting trailers.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
Restaurant Waiter
Pizza Hut
UAE
02.2008 - 08.2013
- Maintained cleanliness in dining area, contributing to a pleasant atmosphere for customers.
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Demonstrated excellent multitasking abilities by managing multiple tables simultaneously without sacrificing quality of service.
- Practiced safe, sanitary food handling for preparation and service to maximize pleasant dining experience.
- Enhanced customer satisfaction by providing attentive service and efficiently addressing concerns.
- Set up dining room to promote welcoming environment and meet or exceed hospitality and service standards.
- Contributed to increased sales by upselling menu items and suggesting daily specials to guests.
- Accurately managed cash transactions while handling high-volume shifts, ensuring balanced registers at the end of each shift.
- Assisted in food preparation as directed while following instructions to meet specific dietary needs.
- Displayed extensive knowledge of menu offerings and ingredients, allowing for informed recommendations to diners with dietary restrictions or preferences.
- Explained menu items and preparation methods to provide high level of customer service and promote dining atmosphere.
- Contributed to a reduction in food waste by closely monitoring portion sizes and working with kitchen staff to adjust as needed.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Answered customers' questions, recommended items, and recorded order information.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
Order Taker
Hardees Resturamt
Egypt
10.2000 - 08.2007
- Welcomed customers and provided quick and attentive service.
- Effectively communicated with customers to clarify order details and ensure the highest level of satisfaction during their ordering experience.
- Accurately performed cash register operations to process and receive payments and issue change.
- Warmly greeted and welcomed customers to establishment before requesting food order.
- Demonstrated excellent multitasking skills under pressure; managed multiple telephone lines while efficiently processing orders.
- Refilled drinks, cleaned up spills and handled special requests between guest orders.
- Developed a strong knowledge of product offerings to confidently answer customer inquiries and provide recommendations when needed.
- Achieved timely fulfillment of orders by consistently meeting established deadlines.
- Restocked bags, cups, lids, sauces and other counter supplies.
- Improved customer satisfaction by promptly addressing concerns, providing accurate information, and offering solutions when necessary.
- Took down call-in food and beverage orders from guests, quickly and accurately relaying orders to service attendants.
- Liaised with suppliers and vendors for prompt delivery of orders.
- Processed and handled customer complaints, answering questions, and providing alternative solutions.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
Education
Bachelor of Social Service - Public Service
Social Work Institute
Cairo, Egypt10.2003
Skills
- Route Planning
- Incident Reporting
- Policy compliance
- Technical aptitude
- Dispatch Coordination
- Dispatching procedures
- Customer Relations
- Work Order Management
- Dispatching field personnel
- Closing tickets
- Communication Equipment Operation
- Decision-Making
- Microsoft Office
- Training and Development
- Team Work Scheduling
- Workload Management
- Quality Control
- Delegating Work
- Traffic Monitoring
- Personnel Monitoring
- Performance Assessments
reading,creative photo shop
I enjoy reading a wide range of materials, from classic literature and contemporary fiction to scientific articles and technical manuals. My reading preferences lean towards genres like science fiction, fantasy, and historical fiction, but I also appreciate non-fiction works, particularly those related to history, psychology, and technology, In terms of creative photo manipulation using Photoshop, Photo Restoration: Reviving old or damaged photographs by removing scratches, stains, and other imperfections. This process often includes colorizing black and white images, bringing new life to historical photos.
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Senior Regional Dispatcher
Delivery Hero
05.2019 - Current
Customer Service Representative
Raya CX Co.
05.2018 - 04.2019
Receiving Team Member
Carrefour
11.2013 - 01.2018
Restaurant Waiter
Pizza Hut
02.2008 - 08.2013
Order Taker
Hardees Resturamt
10.2000 - 08.2007
Bachelor of Social Service - Public Service
Social Work Institute