DHL Express, Beirut - Back-Office Customer Service Professional of the Year

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: Back-Office Customer Service Professional of the Year - Other Service Industries

Nomination Title: Meet an Outstanding SuperStar

Tell the story about what this nominee achieved since the beginning of July 2017 (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:

You can learn how to handle customers’ complaint easily, you can acquire system usability perfectly, you can be creative in finding solution to problems flawlessly BUT can you do them ALL and add to them a bit of your heart at its core ?! Well , we found someone who can do them all ! Get to know Our Certified International Specialist Abdullatif Charara.

Abdullatif joined DHL in 2015 as a Frontline advisor where he showed an exceptional performance and extreme passion to work with DHL Network. His Monthly Quality score are always above 96%, continuously ready to give extra hours from his time to help with different projects like recruiting and training, eager to learn and develop his communication skills. He was able to make it to the spotlight nominations in May and July 2016 for the employee of the month award, then won the award for the month of January 2017. Receiving several recommendations internally and externally, he was promoted in Nov 2016 to a Back office Agent where he continued to support his team and build trust with colleagues abroad. He has quickly mastered his work by digging into the tiny little details to identify the problem’s root cause and provide adequate solutions.

Rapidly, Abdullatif built that stronger connection with our customers, he used to represent the voice of customer in the Insanely Customer Centric Committee which main purpose is to complete GEMBA Walks and return back with evidence, proposed plans and measurable improvements.

The below KPIs say it all about a great accomplishment in Backline position within less than a year:

Highest Quality Score 96%
Highest On-Time Callback 9%
Lowest 1st Escalation % 5.7 %

Abdullatif also engaged in many Community and Social responsibility projects as a volunteer. With his dedication and professionalism, he helped creating and delivering an employability training, that won a Silver Global CoRE Award, for 20 young people who visited DHL Express to learn about professions in the logistics industry and prepare to apply for their first jobs. This Go Teach project was the first collaboration between SOS Children’s Village, Teach for Lebanon part of Teach for All organization and DPDHL. For young people, the key thing is that they are learning from professionals. "Every single day I've learned something that I can actually use in my life," says Carol Ahmad, who grew up in an SOS Children's Village in Lebanon. For her, the dedication shown by Abdulatif and other volunteers has made an indelible impression. "It's been an unforgettable experience."

For his great input and consistent performance, Abdullatif won the Backline Best Advisor in the MENA for Q2 and Q3 in 2018. Senior Director – Customer Service, MENA, Noha Mokhtar applauded this achievement by saying “Please join us congratulating Best Performers across MENA who have exerted extraordinary efforts and improved all quality KPIs”

In Oct 2018, he was promoted to be part of the Key account desk handling DHL Express top billing Customers and showed in no time, excellence in dealing with critical deadlines.

He was later presented with The Employee of Month award for Jun and nominated for Employee of The Year in 2018.

His enthusiasm in helping others, even when he is overloaded, played an important factor in recognizing Abdullatif for the Employee of the Month award, he is a great team player, supportive and always positive in finding solutions to critical problems, he also supports the Call Center Manager during his vacation or being away by running the call center and making sure the team provide the great service that DHL is known for.

We strongly believe that an international award like The Stevies is a perfect recognition for Abdullatif’s great contribution to the world of service, he has by far proven to be a role model of a back office agent and such a high standard award is definitely the perfect benchmark of his success.