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Company: DHL Express Saudi Arabia
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 283,000 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 and encompasses three divisions:DHL Express,DHL Global Forwarding,Freight.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Leader of the Year

Nomination Title: Ziad Ziadeh, National Customer Service Director

Tell the story about what this nominee achieved since the beginning of July 2012 (up to 525 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:

Managing customer service for 20 years, Ziad built the first call center in Lebanon in 1994, bench marking service excellence in the country making other companies run to catch up. He was able to win several awards in the ME region and earn his place in the founder's committee of Agora for customer service in Lebanon.

In 2012, assigned by DHL to manage the CS in Saudi Arabia. A department operating and thriving to offer a sustainable service in the midst of a country customs and gateway drastic changes.

The whole industry was impacted by constant regulation changes, nothing was planned, foreseen nor controlled.

Customers were in agony, businesses were impacted and no solution shown in the horizon. The only mean for customers to get things done were by complaining and constantly getting frustrated.

The use of Express courier companies was once logistic solution and hassle free service, it became a complete nightmare.

Ziad focusing on 3 main pillars (high standard consistent service offered, happy and motivated staff along with a ear listening to the voice of customer thought NPA, PCIS and other surveys) was able to set the train back on track.

Regularly working on improvement, opening non traditional communication channel, staying and living on the floor with the team, it took almost a year to start regaining customer faith in the service and company.

Using Center of Excellence in customer service as the tool to build a suitable service offering, the KSA CS quickly acquired the respect of DHL global office.

This was not enough, employee engagement was critical factor for success. feeling valued at the same time having fun in a very stressful environment was not an easy task. 50% of the supervisors and managers time was dedicated to coaching, training and getting employees to enjoy the day.

This directly contributed in making customers engaged and built a strong relationship with the CS advisors. During 2013, the department received 511 recognition letters and emails from satisfied customers. On the average of 7 recommendations per advisor, an un-forseen number in the history of the country.

DHL KSA won 3 Stevie Awards during 2013, a Gold Stevie for the best Customer Service department of the year, a Gold stevie Award for the best Customer Service Team of the year and a silver Stevie for Women in business Award for Management team of 10 people.

The list of achievement is baseless if it is not supported by customer evaluations. Our NPA results shows from 29% in Jan 2013 to 57% in Dec 2013. The Post contact interactive survey was 5% satisfied customer Q1, 2012 to 91% Q4, 2013.

The CS team is also involved in Corporate Social responsibility such as conducting regular fun days for the Children Cancer patients, Orphans (along with sponsoring some of them).
This is also accompanied by monthly orientation activities offered by our female call center division to housewives and fresh graduate on how to successfully manage a career along with having a family.

I could not have made such achievements, if I did not have a dedicated team who wants to prove to the world that they are amongst best.

Provide a brief (up to 125 words) biography about the nominee:

Ziad Ziadeh. Over 20 years of experience in DHL; experience entails logistic operations, quality, DHL Express certified First choice advisor, Certified International Specilist, Manager and Train the Trainer. Currently designated as National Customer Service Director with DHL Express, KSA. Track record of establishing operating call centers, benchmarking performance to the global Center of Excellence, in accordance to ICMI standards. Delivers projects within deadlines. Good understanding of key business drivers; consistent record of delivering results in growth, revenue and operational performance. Builder of the Insanely Customer Centric Culture in KSA call centers. Those programs resulted in high customer and employee engagement, creating a Net Promoter Score above 57% within 12 months. Member of the steering committee of AGORA club for customer service in Lebanon.