Abdel Soumana
Oakland,CA
Summary
Resourceful operations supervisor with 15+ years of experience in team management and customer service across various industries, including retail and logistics. Proven track record in optimizing workflows, training staff, and achieving performance goals. Skilled in utilizing CRM and ERP systems to enhance service efficiency and customer satisfaction. Demonstrated leadership in managing diverse teams and implementing strategic initiatives to drive business success.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Site Supervisor
Avantor
Novato, CA
10.2024 - Current
- Managing the workflow of employees, creating team schedules and delegating tasks
- Assessing the work performance of employees and identifying areas that need improvement
- Ensuring that business goals, deadlines and performance standards are met
- Training and onboarding new hires to make sure they understand their roles
- Setting goals for workers and making sure they comply with the company's plans and vision
- Formerly VWR International, LLC
Services Operations Specialist Team Lead
Avantor
San Francisco, CA
01.2022 - 10.2024
- Perform all duties associated with operations of Site Services.
- Work closely with management to complete projects such as Standard Operating Procedures, Scopes of Work, Training, and other assorted tasks along with direct customer interfacing relative to job functions.
- Interface directly with customer Point-of-Contact, purchasing directors, facility directors and plant managers etc. to procure lab supplies and material.
- Utilize AVANTOR and customer computer systems: SAP, Inventory Manager, Citrix, VBQ, Info Access, Intranet, Ariba, SAP, EZ Source, ESpree, Nexus, Pitney Bowes, UPS, Fedex, ChemSW, Coupa, JD Edwards, Oracle and customer specific applications.
- Train AVANTOR associates on all service offerings.
- Provide Level 3 SAP Support (Full customer services, credit rebills, invoice scrubbing). Modifies, designs and maintains quality metrics and key performance indicators.
- Manage a budget related to expense reports. Meets revenue, TOE, safety, performance and quality goals and objectives: Create programs for enhanced service efficiencies.
Account Manager
KT&G USA
San Francisco, CA
02.2019 - 03.2022
- Sales Coverage Expansion
- Develop new retail accounts that include retail chains and independent stores by promoting KT&G brands through cold calling and networking within the direction of the company.
- Expand product line of KT&G brands in each retail accounts.
- Link new retail accounts with distributors by forwarding the initial order.
- Create and increase Brand Awareness at the Retail level
- Make KT&G brands more visible to consumers by installing and maintaining P.O.S.M. in and outside of retail outlets.
- Find or make the best space at a retail level to install P.O.S.M.
- Utilize the best-fit item to install and make the most of the space to advertise KT&G brands to consumers.
- Sales
- Meet and negotiate with customers face to face
- Achieve monthly/quarterly sales activity quotas
- Account Management / Customer Relationship Management
- Build, maintain, and strengthen customer relationships with retail stores within the territory.
- Deal with customer needs, complaints, and issues by reporting it to supervisors.
- Reporting
- Keep Regional Sales Managers and Divisional Sales Directors informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses.
- Manage all activities and business-related records using the company system (Salesforce) and/or designated templates.
- Monitor competition by gathering current marketplace information on pricing, products, promotions, and so on.
- Collect and report any types of market information that affect the company's business and/or decisions to supervisors.
Store Manager
Dollar General
Tchula, MS
10.2017 - 12.2018
- Responsible for the management of all employees in the effective planning and implementation of all store processes, including ordering, receiving, stocking, presentation, selling, staffing and support.
Retail Store Manager
FARIS INC/Titanic Food Mart
Yazoo City, MS
06.2016 - 10.2017
- Develop business strategies to raise our customers' pool, expand store traffic and optimize profitability
- Ensure high levels of customers satisfaction through excellent service
- Complete store administration and ensure compliance with policies and procedures
- Maintain outstanding store condition and visual merchandising standards
- Report on buying trends, customer needs, profits etc
- Propose innovative ideas to increase market share
- Deal with all issues that arise from customers (complaints, grievances etc)
- Additional store manager duties as needed
Manager Pricing & Revenue/Schedule development
Senegal Airlines
DAKAR, SN
11.2010 - 04.2016
- Experienced in working on ATPCO Native and Web based Fare Manager
- Analyzes trends in fare usage, revenue and markets
- Assesses and segments customers based on market conditions
- Defines market conditions, including competitive positioning
- Develops forecasts of revenue changes
- Identifies and leverages pricing and inventory opportunities
- Formulates, analyzes and evaluates revenue strategies
- Analysis and reporting of general price activities across full market
- Optimized aircraft utilization
- Manage the creation and development of the current and medium term operating plans.
- Negotiate with various internal and external stakeholders comprising Commercial, Operational, Engineering, Crew planning and airport slot coordinators to develop an optimized and productive schedule.
- Manage the schedule distribution process, system and team to ensure effective distribution of Senegal Airlines' Operating/ Marketing flight schedule data to internal departments and MARS, as well as to external entities (GDS/OAG/INNOVATA).
- Participate in airport slots negotiations at the bi-annual Senegalese Civil Aviation slots meetings, with the sole objective of securing desired take-off and landing slots for Senegal Airlines.
Communication & Market Intelligence Analyst
Maersk Line
DAKAR, SN
07.2008 - 11.2010
- Manages Sales Performance & Intelligence activities including establishing KPI breakdown, conducts regular Sales channel reviews, prepares & analyzes sales performance and efficiency overview.
- Manages Sales systems & Processes including, responsible for data quality in base systems. Coordinates global system implementations and Sales competency program development.
- Manages Communication, Branding & Campaign activities including handling general customer communication of customer functions & tradeshows.
- Execute the entire Customer Satisfaction Survey process.
- Execute internal communication strategy communicates with local media and other external stakeholders, handles campaign management.
- Manages all Price Coordination activities including disseminates regularly price guidelines on minimum and target prices for Sales channels.
- Establishes competitive tariff to attract more 'Online' customers.
- Sales forecast reviews and subsequent Freight List/Budget submissions.
- Deployment and network related discussions.
- Manages pricing of specific business including clarifies terms, special requirements for Direct & Reefer Sales tender contracts.
- Reviews past performance to determine attractiveness and follow up on business priced.
- Manages Yield Optimization including monthly reports to check best cargo mix and optimal yield is being generated.
- Develops plan for yield optimization including identifying relative attractiveness of different cargo.
- Manages Communication activities including communicates market development, changes to price competitiveness for corrective action.
Customer Service Representative
Maersk Line
DAKAR, SN
01.2004 - 07.2008
- Customers' satisfaction by offering a second to none service.
- Respecting deadlines.
- Data Quality in general.
- E-commerce by promoting this feature to our customers.
- Responsible for the selling of Maersk Line export services in Senegal.
- Specific tasks including but are not limited to:
- Sell and promote Maersk Line services whenever possible.
- Provide customers with details of the full Maersk Line range of services and service information as requested including but not only schedules, equipment specifications and sales guide matters.
- Answer/handle customer's queries and problems in a professional and fast manner leaving no questions unanswered and no customers waiting.
- Handle all activities in accordance with Maersk Line procedures and guidelines (including any specific procedure that might be in place in Senegal agencies).
- Handle all activities within the scope of the department in the perspective of customer satisfaction, productivity and cost efficiency.
- Maintain proactive communication and efficient processes with the rest of the Maersk Line organization, in particular on customer base, competition and market changes, sales lead and rate requests.
- Actively maintain the image and name of Maersk in the market.
- Liaise with order handling and documentation staff concerning issues met with customers and assist for settlement of procedures meeting customer's requirements.
Vessel operations supervisor
Maersk Line
DAKAR, SN
04.2004 - 07.2004
- Manage and supervise a team of almost thirty people, prepare their salaries pay slip, and Invoice the operations of the ships.
- Responsible for the daily deployment of our fleet. This includes, stevedore damages and daily operational matters, developing and motivating teams to achieve their objectives.
Exchange Student (J1)
Student Youth Travel Organization
Ohio
06.2002 - 10.2002
Education
Business Administration - undefined
Institut Africain de Management
01.2004
Skills
- CRM software
- Cost control
- Statistics
- Recruiting
- Retail sales
- Branding
- Customer service
- EXCEL (10 years)
- Conflict management
- Salesforce
- Retail Management
- Manufacturing
- Communication skills
- SAP
- Enterprise sales
- Management
- Outdoor work
- Administrative experience
- Customer relationship management
- Windows
- Sales
- Microsoft Excel
- Outside sales
- Territory management
- Account management
- Salesforce Marketing Cloud
- Negotiation
- Natural language processing
- Cold calling
- Relationship Management
- Store management
- Scheduling
- Six Sigma
- Microsoft Word (10 years)
- Relationship management
- B2B sales
- Business development
- POWERPOINT (10 years)
- Leadership
- Research
- Computer skills
- Writing skills
- Business Development
- OUTLOOK (10 years)
- Product management
- English
- Presentation skills
- Lead generation
- SASS
- Inventory
- Key Holder
- ERP systems
- Intelligence analysis
- Customer Relationship Management
- Mentoring
- Team Building
- Agile
- SaaS
- Contracts
- Employment & labor law
- Merchandising
- Forecasting
- Time management
- Procurement
- Intelligence experience
- Pricing
- Supply chain management
- Sales management
- Competitive analysis
- Project management
- Process Improvement
- Pivot tables
- Intelligence Analysis
- Analysis skills
- Supervising experience
Certification
- Driver's License
- Six Sigma Certification
Languages
Multilingual
Bilingual
French
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
- Availability: Anywhere, Anywhere
- Visa Status: Authorized to work in the US for any employer
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Site Supervisor
Avantor
10.2024 - Current
Services Operations Specialist Team Lead
Avantor
01.2022 - 10.2024
Account Manager
KT&G USA
02.2019 - 03.2022
Store Manager
Dollar General
10.2017 - 12.2018
Retail Store Manager
FARIS INC/Titanic Food Mart
06.2016 - 10.2017
Manager Pricing & Revenue/Schedule development
Senegal Airlines
11.2010 - 04.2016
Communication & Market Intelligence Analyst
Maersk Line
07.2008 - 11.2010
Vessel operations supervisor
Maersk Line
04.2004 - 07.2004
Customer Service Representative
Maersk Line
01.2004 - 07.2008
Exchange Student (J1)
Student Youth Travel Organization
06.2002 - 10.2002
Business Administration - undefined
Institut Africain de Management