Bader Fawaz Jamil

[email protected] • 50867121

PROFESSIONAL SUMMARY

Dynamic Delivery & Installation Manager with over 5 years of expertise driving multi-brand logistics operations to exceed performance goals. Demonstrated success in boosting on-time delivery rates by 15%, optimizing workforce productivity through strategic route planning, and elevating customer satisfaction scores by 20%. Adept at leading high-performing teams and leveraging KPI-driven performance analysis to streamline processes and reduce operational costs. Committed to delivering measurable results that enhance efficiency and support business growth.

WORK EXPERIENCE

Delivery & Installation Manager
12/2020 - Present
AAW Co , Kuwait
• Lead and manage all delivery and installation operations for multiple brands including JYSK, AAW Furniture, and Kitchens & Home Appliances.
• Supervise and coordinate daily activities of over 85 different employees across Kuwait, ensuring timely and damage-free deliveries.
• Successfully achieved 98% On-Time Delivery (OTD) and improved customer satisfaction by 25% within one year.
• Designed and implemented a centralized Delivery & Installation department, merging operations for all brands to improve efficiency and reduce costs.
• Develop and monitor KPIs (SLA, OTD, productivity, customer complaints) to ensure consistent service quality.
• Collaborate with warehouse, customer service, and sales teams to ensure smooth operational flow.
• Optimize resource utilization, manpower allocation, and route planning to improve daily capacity and reduce Labor cost.
• Train and mentor team leaders, supervisors, and technicians to enhance performance and safety awareness.
• Handle escalated customer issues, providing quick and professional solutions.
• Prepare and present monthly performance reports to management with recommendations for process improvement.
Customer Service Representative
05/2015 - 12/2018
Commercial Bank of Kuwait , Kuwait
• Processed over 200 daily customer transactions including cheque verifications and cash handling, ensuring 100% accuracy and compliance with banking regulations
• Operated self-service kiosks to streamline customer check-ins and reduce wait times by 15%, enhancing overall branch efficiency
• Collaborated with branch operations team to identify and resolve transaction discrepancies, improving customer satisfaction scores by 10%
• Trained and mentored new tellers on operational procedures and customer service best practices, contributing to a 20% reduction in onboarding time
Call Centre Agent ( Inbound )
05/2013 - 03/2014
Ooredoo Telecom , Kuwait
• Managed high-volume inbound customer calls, efficiently addressing inquiries and resolving complaints to ensure timely case closures
• Collaborated with cross-functional teams to follow up on complex issues, reducing average resolution time by 15%
• Maintained detailed records of customer interactions, contributing to improved complaint tracking and service quality
• Consistently achieved customer satisfaction ratings above 90% by delivering empathetic and effective support

EDUCATION

Bachelor of Business Administration & Accounting
08/2019 - 01/2023
Arab Open University , Kuwait GPA: 2.68
Diploma of Secretary & Office Management
07/2013 - 07/2015
PAEET , Kuwait GPA: 2.5

SKILLS

Technical Skills: Project Management, Logistics Coordination, Inventory Management, Quality Assurance, Health and Safety Compliance, Technical Installation
Tools: Microsoft Office Suite, SAP ERP, CRM Software, Scheduling Software
Other: OSHA Certification, Supply Chain Management, Customer Service

CERTIFICATIONS

Being Strategic- Thinking and Acting with Impact
03/2025
Udeemy
Decision Making- Solve Problems with Emotional Intelligence
03/2025
Udeemy
Effective Decision Making - Control of Personal Business
03/2025
Udeemy
Effective leadership
03/2025
Udeemy
Leadership- Practical Leadership Skills
03/2025
Udeemy
Leadership Skills- How to Increase your Influence at Work
03/2025
Udeemy
Master Strategic Thinking and Problem Solving Skills
03/2025
Udeemy
Strategic Planning & Strategic Thinking - Business Strategy
03/2025
Udeemy
Three Rules for Critical Thinking & Avoiding Bad Decisions
03/2025
Udeemy
Supply Chain Management Strategy
05/2025
Coursera

ACHIEVEMENTS

• Successfully led the integration of all delivery departments into a unified “Delivery & Installation” division, improving efficiency and communication across brands.
• Achieved 98% On-Time Delivery (OTD) rate consistently across multiple brands.
• Increased customer satisfaction by 25% through improved delivery scheduling, communication, and follow-up procedures.
• Reduced delivery cost per order by 15% through optimized route planning and manpower allocation.
• Implemented new KPI tracking and SLA system, improving visibility of performance and accountability.
• Developed training programs for drivers and installers, enhancing quality, safety, and productivity.
• Successfully managed over 800+ monthly deliveries while maintaining high service quality and minimal damage rates.
• Introduced digital reporting system for delivery teams, reducing paperwork and improving data accuracy.
• Coordinated with warehouse and sales departments to reduce lead time between order confirmation and delivery by 20%.
• Recognized by management for outstanding leadership and operational improvements in 2022.

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