Maissae EL YOUMNI

• Develop and implement customer service policies and procedures to improve service quality and efficiency.
• Address and resolve customer complaints and issues, ensuring prompt and effective solutions.
• Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes.
• Coordinate with other departments to align customer service strategies with overall company goals.
• Train and mentor team members to enhance their skills and performance in customer interactions.

Achieved results : 15% increase in customer satisfaction scores, through the implementation of new service strategies and team training programs.

• Evaluated carrier performance regularly, ensuring consistent service quality and addressing issues promptly when necessary.
• Reduced shipping errors with meticulous attention to detail in order processing and documentation.
• Tracked orders and notified customers of status or potential delays.
• Coordinated logistics for imports & exports by road, air, and ocean, optimizing transportation modes based on cost and efficiency.
• Maintained and updated delivery plan to ensure alignment with shipping schedules and customer requirements.
• Monitored and processed import and export operations, overseeing all stages from initial order to final delivery.
• Handled documentation and ensured compliance with regulatory requirements for import and export activities.

Achieved results : Implemented process improvements that reduced shipping delays by 20% and increased on-time delivery rates by 15%.

• Completed a graduation project for the Bachelor’s degree, focusing on logistics and supply chain management.
• Managed a team of 6 to develop and implement a Value Stream Mapping (VSM) project.
• Oversaw continuous improvement initiatives to enhance logistics processes and efficiency.
• Analyzed and optimized inventory management processes.
• Coordinated logistics operations and supported the implementation of efficiency improvements.

Achieved results: a reduction in Work In Progress (WIP) from 61% to 28%, significantly streamlining operations and improving process flow.

• Scheduled deliveries and shipments, and provided real-time updates to all parties.
• Assisted in maintaining accurate inventory records, conducting periodic audits to ensure data integrity.
• Identified excess inventory and eliminated waste.
• Managed purchase orders and supported inventory management.

Achieved results: Created and maintained tables to track truck maintenance needs, enhancing fleet management and reducing maintenance delays by 16%.