ANTONY WAITE KIMARU

• Enhanced the efficiency of inbound shipments by strategically scheduling to prevent demurrage costs. • Aligned schedules with demand forecasts to ensure timely product delivery. • Developed strategies for improving productivity and cost-effectiveness. • Applied Lean methodologies to improve workflow efficiency. • Monitored KPIs, recognized top performers, and addressed underperformance. • Oversaw stock levels, ensured accurate records’ maintenance, minimized discrepancies, and coordinated inventory control and stocktaking activities. • Identified discrepancies, leading to process changes preventing future losses. • Managed operations, compliance, and workflow optimization for warehousing, resulting in throughput exceeding forecasts and budget expectations. • Logged and resolved shipment discrepancies via Alshaya portal. • Assess candidates' qualifications and potential through both external & internal interviews & assessments. • Reviewed and verified monthly invoices for accuracy before approval to ensure adherence to budget constraints. • Led performance reviews and optimized cross-functional collaboration to meet organizational goals and compliance standards.

• Optimized workflows by analyzing processes to recommend improvements, boosting efficiency across operations. • Led root cause analysis to implement long-term solutions for recurring issues. Streamlined operations by establishing data-driven reporting processes and improving cross-team coordination. • Developed standardized data and report formats across all areas to ensure easy data capture and efficient, straightforward reporting that effectively delivers the required information. • Supervised stock movements, ensuring accurate monitoring and reconciliation at the Bill of Exit level across the MENA & Eastern Europe market. • Capacity planning for stock holding, perform quarterly & annual audits, cubic meter measurement, workforce planning, KPI summaries, and lead time analysis. • Directed call center operations, enhancing service delivery and operational efficiency. • Oversaw cost-effective and timely supply chain operations, ensuring Operations team meet the Service Level Agreements and capacity issues resolved. • Establish robust relationships with brand teams to support and streamline the forecasting and planning process through regular formal meetings and a clear, consistent communication strategy. • Managed all warehouse procurement, including monthly stationery purchases, supplier communication, processing tenders, and coordinating with the Central Finance team on payment and invoice issues. • Coordinated with the central travel desk on organizing & booking travel arrangements, managing travel-related expenses, and maintaining accurate records of bookings and expenses.

• Led customer service teams to resolve high-priority escalations and improve client satisfaction. • As the Customer Service Supervisor, I served as the ultimate point of escalation for major complaints. • Developed top producing teams through aggressive recruiting, focused training, and ongoing coaching/mentoring. • Instrumental in launch of customer service support initiatives for new brands. • Planned, scheduled, and oversaw 200-250 customer home deliveries per day. • Developed and implemented operational policies to enhance service delivery, resulting in recognition for service excellence. • Recognized as the best Alshaya call center for two consecutive years from 2015 to 2016.

Ensured corporate policies & procedures are met to drive smooth operations and ultimate customer care. • Led and directed quick, effective resolution to high priority customer issues and escalations. • Ensured high team performance through training, active coaching, and thorough completion of required activities. • Conducted follow-up calls to clients to verify successful deliveries and gather customer satisfaction ratings.

• Received and addressed customer calls, including documenting, and directing issues to appropriate parties. • Scheduling deliveries via calls and WhatsApp. • Worked in collaboration with customer service team to analyze and recommend resolution to customer issues. • Collaborated closely with delivery teams to ensure accurate, timely product delivery to customers. • Conducted follow-up calls to clients to verify successful deliveries and gather customer satisfaction ratings. • Manage and aid with incoming calls from retail locations.