Ragia Mohammed

• Oversaw end-to-end logistics operations to ensure timely and cost-effective deliveries.
• Coordinated with carriers, warehouses, and internal teams to optimize supply chain processes.
• Managed key client accounts, resolving operational challenges and ensuring service excellence.
• Monitored shipment tracking, identified bottlenecks, and implemented solutions.
• Ensured compliance with international shipping regulations and customs requirements.
• Improved logistics efficiency by analyzing performance metrics and process optimization.
• Worked closely with finance and procurement teams for cost control and budgeting.

• Daily management and coordination of shipments with both shippers/warehouse and support day-to-day logistics activities for key customers.
• Set up and monitor project shipments from initiation, execution, and billing.
• Support the Planning department in determining cost-effective means of transporting various types of products and equipment considering the delivery requirements.
• Analyse routes and means of transportation, negotiate fees and coordinate with the Operation Department.
• Examine carriers and rates and translate the information into cost reports to present to customers.
• Monitor all carrier performance and provide feedback to carriers/management.
• Responsible for selecting carriers for each customer according to needs and negotiating carrier rates.
• Responsible for setting up service reports for customers.
• Perform profit and cost analysis for various accounts.
• Perform assigned functions in the transportation field, consistent with regulations, standards, established policies, and business requirements.

Supervised and ensured the quality control of express delivery operations, implementing and overseeing process improvements to enhance efficiency and service quality. Monitored key performance indicators (KPIs), identified areas for operational enhancement, and drove continuous improvement initiatives. Managed the quality assurance process, ensuring compliance with service level agreements (SLAs) and customer satisfaction. Led cross-functional teams to optimize workflows, resolve operational issues, and maintain high standards of delivery accuracy and timeliness. Conducted training and development to ensure adherence to best practices and regulatory requirements.

Managed and led multiple teams (Backoffice, Web Chat, C2C Support, Escalation Desk, Inbound/Outbound, OMT) since Oct 2019. Monitored performance, evaluated KPIs, and coached staff to improve productivity and customer service. Handled escalations, ensured timely resolution of system and operational issues, and maintained high service quality. Managed team adherence to processes, generated reports, and collaborated with management to implement operational improvements. Led hiring, training, and team motivation, while ensuring effective communication across departments.

Outbound team leader

Account Manger Assistant (client support coordinator • Being responsible for deliveries for the shipment and documents. • Processing and providing accurate invoices to clients based on sales orders, and doing the performance reports for the clients. • Working closely with the Clients to ensure the completeness of our rule • Monitoring goods received and goods issued. • Handling other duties and responsibilities as assigned by management. • Resolve problems concerning transportation, logistics systems

Outbound Agent Calling Customers to Arrange an schedule their orders delivery dates and time

Selling SIM Cards and mobile devises

Sorting customers issues and solving their inquiries

Provide face to face customer care

Promote all Vodafone services to the customers

Back Office and escalation desk Agent Handling Emails, social media and escalations on the spot since August 2015

Customer service advisor Answering customers billing inquires and follow up on the retain and retention requests