DHL Express, Beirut, Lebanon
Company: DHL Express, Beirut, Lebanon
Company Description: DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 285,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL is part of the world's leading postal and logistics Group, Deutsche Post DHL.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Leader of the Year
Nomination Title: Tarek Ziadeh, Senior Manager - Customer Service
Tell the story about what this nominee achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Working 20 years in different departments within DHL Express, such as Operations, ISO Quality, Warehouse & Logistics, Ecom, Sales, and finally as the Customer Service Manager gave Tarek the required experience to accomplish many outstanding achievements in the last 3 years of his career after becoming part of the Senior Management Team and a Certified International Manager. Tarek is Head of the Call Center, Back Office Team, Key Account Desk and all Retail Service Points branches across the country.
In addition to fulfilling his maximum Regional / Country KPIs and receiving several awards, 2 of which are Gold Stevie Awards in 2014, Tarek always made sure that his team consisting of 45 employees is motivated to give the best quality service. This is clearly shown in the Employee Opinion Survey where his department in Lebanon scored the highest results in the history of DHL Lebanon with a 28% higher than the average international score. Tarek also believes that Corporate Social Responsibility is an important role that his team must drive and promote within the society. (Tarek’s CS Team is involved with Children Cancer Center, SOS Children Village and other organizations – shown in video attached)
Employee Opinion Survey Results in 2014 (complete results attached):
Learning and Development=98%
Corporate Social Responsibility=100%
One of the major and most impressive achievements of 2014 was Lebanon Customer Service successfully achieving the Center of Excellence (COE) Certification, making Lebanon one of the 6 countries worldwide to get certified from the first attempt. COE is a high honor for Customer Service, a DHL Express program that assesses and recognizes high performing customer service centers that have proven themselves capable of producing consistent and sustainable results. Achieving COE is an indication that the center has mastered and demonstrated a high level of competency in managing its operations in customer service. The certification takes a holistic approach and helps to educate the management team to enhance operations.
The retail revenue in customer service grew by 32% since Tarek Ziadeh took over the Customer Service Department. Making it a profitable multi millions dollars business with a constant growth year on year.
To understand and analyze the Voice of Customers, DHL Express Lebanon takes part in Net Promoter Survey, the customer satisfaction results on customer bookings done thru call center were remarkable with average of 80% Net promoter Score in 2013/2014 and 8.9/10 as an average rating. Indicating the great customer satisfaction on the quality of service provided by the contact center team.
Under the same customer service devotion, Tarek made sure his back office team and key account desk are resolving customer complaints and claims in the most professional manner with a 100% Regional on time resolution for 3 consecutive years (2012, 2013, 2014). His back office team won the Stevie Gold Award in 2014 “Customer Service Complaints Team of the Year”
In 2014, because of his appreciated work in customer experience, he was appointed to lead a project called “Insanely Customer Centric Culture” a cross functional worldwide initiative with a main purpose to know more the customers thoroughly and their perceptions.
Tarek continues to be the head of company Quality for ISO and Environment. His wide experience helped Lebanon to be ISO certified for 4 consecutive years (till present) with No Major or Minor non compliances. This obviously demonstrates that Tarek is cautious in making sure DHL delivers High Quality Standards.
Winning 2 Stevie Gold Awards in 2014, achieving the high standard Center of Excellence certification, motivating employees and providing customers with an exceptional service experience are attributes that made Tarek Ziadeh ready to be nominated for “Customer Service Leader of the Year” Stevie Award this year. An International award that will not only recognize his achievement internationally, but also sets for him an international benchmark making it a tough challenge to accomplish more in his future career.
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