Mahmoud Elhefnawi
Summary:
With over three decades of comprehensive experience in leadership and executive management, I offer a robust blend of knowledge and an extensive array of certifications, including Retail Management, Project Management, Production Management, Startups, Supply Chain, Lean Enterprise, Business and Strategic Planning, QMS, Six Sigma, Business Excellence, Key Performance Indicators, Problem Solving, and Customer Service.My career has been marked by a steady ascent, driven by my exemplary performance and increasing responsibilities. I excel in dynamic, growth-oriented environments, consistently motivating my team to achieve outstanding results even under high pressure and challenging circumstances. As an adaptable professional, I continuously seek new challenges to further hone my skills and contribute to the success of any organization I join.Key competencies include strategic leadership, financial acumen, business development, operational oversight, stakeholder relations, and innovation. My visionary approach and commitment to sustainability and customer focus have been instrumental in driving growth and ensuring long-term success.
Skills:
• Budget & Financial acumen, P&L.
• Strategic Business analysis, Planning, and Implementation.
• Operational excellence expertise.
• Project management.
• Data Analytics, BI Publisher.
• Ecommerce, and digital strategy.
• Digital Marketing and Sales Skills.
• Leadership, Team Building, Motivational Skills.
• Supplier / Vendor Management.
• Customer Service Skills.
• Lean enterprise implementation skills.
• Problem Solving Skills.
• Six Sigma Skills, 5 S implementation.
• Standardizing Policies/Procedures (SOP’s).
• MS office, word/power point/ excel/visio / Access/ MS project
• Key performance indicators, score cards.
• QMS -ISO9001 development / audit.
• User experience (UX)development/ audit.
PROFESSIONAL EXPERIENCE:
Designation: Founder
Company: Souq Industry Co. modern furniture, Retail and Manufacturing
Place: Cairo, Egypt
Key Achievements:
· Spearheaded the company to break even within the first 9 months of its inception.
· Successfully established a cost-effective e-commerce platform, streamlining operations and boosting online sales.
· Built an efficient supplier network, reducing procurement costs and improving supply chain efficiency.
· Achieved a marketing cost efficiency of 10% within the first 12 months through strategic planning and innovative campaigns.
· Implemented just-in-time inventory methodology, significantly reducing stock risk and optimizing warehouse management.
· Reached a milestone of 30 million “add to cart” actions in the third year, demonstrating robust market demand and customer engagement.
Designation: Consultant
Company: Rewag Al-Aamal for Engineering Consultancy
Place: Riyadh, Saudi Arabia
Key Achievements:
· Successfully managed and completed the 64-fuel-stations project for TMC Company, ensuring timely delivery and adherence to quality standards.
· Played a pivotal role in achieving ISO 9001 certification for (A A. for logistics) Company, demonstrating expertise in quality management systems and compliance.
Designation: Customer Service Country Manager
Company: Carrefour Egypt, Retail FMCG
Place: Cairo, Egypt
Key Achievements:
· Cost Reduction: Reduced contact center costs by 40% through the strategic engagement of a new service provider, while maintaining high service quality.
· Efficient Delivery Operations: Lowered delivery costs by 45% by introducing a new contracting strategy during the COVID-19 crisis.
· Payroll Optimization: Cut payroll costs for the customer experience staff by 20% through effective restructuring.
· Central Point of Contact: Served as the key liaison between Carrefour Egypt and the Majid Al Futtaim Group headquarters in Dubai.
Designation: Business Planning Manager
Company: Elzamil Industry, Electrostatic coating facility
Place: Dammam-Saudi Arabia
Key Achievements:
· Enhanced Order Fulfillment: Boosted order fulfillment rates by 70%, significantly improving customer satisfaction and operational efficiency.
· Optimized Change-Setup Time: Reduced waste time in changeover setups by 40%, streamlining production processes.
· Inventory Management: Minimized materials out-of-stock incidents by implementing a purchase order system at minimum stock levels.
· Warehouse Efficiency: Increased overall warehouse efficiency through strategic improvements and process optimization.
· Fleet Maintenance: Improved fleet uptime by implementing Total Productive Maintenance (TPM) strategies, reducing breakdown times.
Designation: Services Manager
Company: UNITED ELECTRONICS CO.-EXTRA Retail, Electronics consumer goods
Place: Khobar-Saudi Arabia
Key Achievements:
Strategic Leadership & Operational Growth:
•Revenue Growth: Achieved a consistent 10% year-over-year revenue increment through strategic planning and execution.
•Cost Reduction: Implemented effective cost-saving initiatives, resulting in a 5% year-over-year reduction in operational expenses.
•Profitability Enhancement: Drove profit margin to 55% within five years by optimizing business processes and resource allocation.
•Strategic Planning: Designed and implemented comprehensive business plans, Standard Operating Procedures (SOPs), and service packages, ensuring full compliance with ISO standards.
•Performance Metrics: Developed and deployed various Key Performance Indicators (KPIs), organized strategic review meetings, and collaborated with IT personnel to significantly enhance customer service profitability.
Customer Experience & Service Efficiency:
•Customer Satisfaction: Elevated customer satisfaction rates to 90% within three years, demonstrating a strong commitment to service excellence.
•Net Promoter Score (NPS): Achieved an NPS of 7 points, reflecting high customer loyalty and advocacy.
•Acquisition Cost Reduction: Reduced customer acquisition cost by 10% year-over-year through targeted strategies.
•Warranty Conversion: Increased the sales conversion rate for extended warranty contracts from product sales to 15%.
•First-Time Repair Rate: Achieved an outstanding 95% first-time repair rate, minimizing repeat service calls and enhancing operational efficiency.
•Response Time Optimization: Reduced average response time to 12 hours within four years, significantly improving service delivery speed.
•Turn-Around-Time (TAT): Streamlined overall turn-around-time to an efficient 3.5 days, ensuring rapid service completion.
•Customer Service Excellence: Delivered exceptional customer service by expertly addressing queries, implementing rigorous quality control measures, and initiating preventive actions against non-conformities.
Systems & Technology Management:
•CRM Implementation: Successfully installed and managed the Seibel Customer Relationship Management (CRM) system, optimizing after-sales service operations and enhancing customer data management.
Designation: Business Excellence Section Head
Company: MERCEDES-BENZ Automotive Factory
Place: Giza-Egypt
Key Achievements:
· National Recognition: Led the company to achieve the Egyptian National Award for Excellence in 2005.
· Lean Production: Implemented the Mercedes-Benz production system, focusing on lean manufacturing principles.
· Audit Management: Managed customer audits, including those conducted by Chinese authorities, ensuring compliance with international standards.
· Process Improvement: Developed a production process model with sub-processes and KPIs, enhancing manufacturing efficiency.
· Statistical Analysis: Applied statistical techniques to improve manufacturing processes and machine capabilities, suggesting preventive actions for non-conformities.
· Quality Assurance: Conducted torque measurements and final car audits as per customer and VDA standards.
· Monitoring Systems: Formulated a web-based KPI monitoring system.
· Six Sigma Projects: Led Six Sigma projects to facilitate cost reduction and process control.
· MSA and FMEA: Conducted Measurement System Analysis (MSA) and Failure Mode and Effect Analysis (FMEA) for critical production processes.
· Achieve ISO9001 QMS certificate
· Achieve ISO14001 EMS certificate
· Achieve ISO/TS16949 QMS for automotive industry certificate.
· Develop one integrated audit system, which includes the requirements of ( ISO9001/ ISO-TS/ ISO14001/ VDA6.3 ) to reduce the time and efforts consumed in different types of audits.
· Implement Supplier Management System, conduct supplier audits according to VDA6.3 for automotive industry, support automotive supplier to confirm with Mercedes-Benz / automotive industry requirements.
Designation: Senior Engineer
Company: LG Electronics, Production facility
Place: Ismailia, Egypt
Key Achievements:
· Quality Assurance Supervisor: Ensured the highest standards of quality assurance throughout production processes.
· Production Supervisor: Supervised production activities to meet organizational goals and maintain product quality.
· Participating in KAIZEN workshop, to reduce production line TV-components defective rate by 50%
· Participating global LG event for Continuous Improvement workshops – 1995, LG headquarter (SEOUL – SOUTH KORIA)
· Leading LG-Egypt factory to achieve ISO9001 certificate
· Developing LG-Egypt quality management system manual / Procedures / Work instructions
· Developing/ implementing quality control system for TV-components.
· Developing / implementing control charts to control receiving materials, production line, final products.
· Responsible for Production Line Initial Approval by preparing initial samples.
· Maintaining ISO9001 certificate by conducting planned internal audits
Licenses & certifications
• Finance for Non-Financial Managers
• Foundations of The Fourth Industrial Revolution Industry 4.0, LinkedIn
• Data Analytics and BI reporting, LinkedIn
• How to Be a Good Mentee and Mentor, LinkedIn
• Creating Winning Teams
• Managing People Performance
• Coaching
• KPI development, Mercedes-Benz
• Service Level Agreements development, Mercedes-Benz
• Digital Strategy, LinkedIn
• How to Be an Adaptable Employee during Change and Uncertainty
• Leaderships
• Emotion Intelligence
• Six Sigma, American University
• Statistical Process Control, American University
• Customer service manager
• Train the Trainer, TOT
• ISO9001 Lead Auditor, SGS
• Time management
• Continuous Improvement KAIZEN, LG Electronics
• 5S implementation, LG Electronics
• Lean manufacturing, LG Electronics
• Delivering Employee Feedback, LinkedIn
• Cultivating a Growth Mindset, LinkedIn
• ISO TS 16949 QMS Audit , Mercedes
• ISO 14001 EMS Audit
• VDA 6.3 Process Audit , Mercedes
• Mercedes-Benz Production System, Mercedes-Benz
