Raafat Al Darras
Amman
Summary
Manager with 10 years of experience in product quality, operations, and customer service. Specializes in business development, financial management, and relationship building. Goal- and team-oriented with strong leadership skills, excelling in implementing innovative strategies, managing cross-functional teams, and exceeding business objectives. Proven expertise in product quality and customer service.
Overview
10
10
years of professional experience
Work History
Sustainability Project Leader
IKEA Group
2023.01 - 2023.05
- Lead and oversee projects focused on sustainability, including procurement and contract management.
- Develop and implement project plans, ensuring adherence to timelines and scope.
- Manage change within projects, ensuring smooth transitions and successful outcomes.
- Evaluate project results and facilitate handover to business stakeholders.
- Execute change management activities to support project success
PRODUCT QUALITY AND RECOVERY MANAGER
IKEA Group
2016.01 - 2023.05
- Lead team of 10 sales associates, providing coaching, training, managing productivity and efficiency, and create performance evaluations to drive individual and team success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Set clear goals and performance metrics for product quality & compliance, driving continuous improvement in store operations and adherence to established guidelines
- Oversaw the product quality, and Compliance processes, ensuring team adherence to methods and timely execution of corrective actions
- Provide clear guidance to the team, monitor compliance with processes, and take corrective actions promptly when deviations occur
- Provide a positive customer shopping experience through operating an efficient, organized and safe selling floor
- Monitor and analyze sales data, identify opportunities for improvement and implement effective sales Techniques and promotions by Deploying predictive analytics models to forecast future trends
- Developed strong relationships with external agencies to facilitate smoother collaborations during complicated recovery cases.
- Collaborated closely with internal teams to ensure seamless execution of recovery efforts while minimizing disruptions to daily operations.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Safety And Security Team Leader
IKEA Group
2015.01 - 2017.01
- Develop and implement procedures to enhance health, safety, and security measures.
- Establish incident reporting process and oversee its implementation.
- Conduct compliance checks and reviews for Jordan units, document findings, and ensure corrective actions are taken by responsible parties.
- Implement safety and security management program for current and future construction projects.
- Lead competence development and succession planning in risk areas specific to Jordan.
- Organized professional development workshops, contributing to ongoing growth and expertise of team.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Receptionist/Senior Call Center Representative
IKEA Group
2013.03 - 2015.01
- Manage non-face-to-face channels including Social Media platforms and customer care email within the customer care center responsibility.
- Supervise the Quality Assurance team responsible for evaluating communication quality with customers regarding inquiries and resolutions.
- Oversee all systems related to managing customer communications, ensuring effective operation of Contact Center Software, social media moderation tools, and chatbots.
- Route calls to appropriate departments and provide necessary follow-up as needed.
- Handle customer complaints professionally, offering efficient solutions and escalating issues when necessary.
- Confirmed appointments, communicated with clients, and updated client records.
- Generate daily Call Center reports.
- Operate store paging and music systems.
- Ensure awareness of emergency procedures and announce codes as needed. Address internal operator issues.
- Enforce adherence to system procedures according to policy.
- Make announcements in English and Arabic and page relevant individuals requested by visitors or coworkers
Education
Bachelor of Science - Electronic Business And Commerce
University of Petra
Amman, Jordan06.2012
Skills
- Team motivation
- Customer Relationship Management (CRM)
- Team Management
- Documentation And Reporting
- Risk Management
- Quality Control
- Root Cause Analysis
- Client communications
- Attention to Detail
- Employee Coaching
- Cost Management
- Problem-Solving
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Sustainability Project Leader
IKEA Group
2023.01 - 2023.05
PRODUCT QUALITY AND RECOVERY MANAGER
IKEA Group
2016.01 - 2023.05
Safety And Security Team Leader
IKEA Group
2015.01 - 2017.01
Receptionist/Senior Call Center Representative
IKEA Group
2013.03 - 2015.01
Bachelor of Science - Electronic Business And Commerce
University of Petra
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