Fady Abou Haila
Summary
Professional management professional with solid background in overseeing operations and ensuring smooth execution of daily tasks. Expertise in team collaboration, conflict resolution, and maintaining high standards in service delivery. Strong focus on achieving results, adapting to changing needs, and fostering reliable and efficient work environment. Skilled in staff supervision, customer service, and operational efficiency.
Overview
24
24
years of professional experience
Work History
Duty Manager - Radio Room
Star Track Express
09.2021 - Current
- Supervising daily operations to ensure efficient service delivery and compliance with company standards.
- Managing staff scheduling for optimal coverage, ensuring efficient operations during peak periods. This includes 9 Fleet Controllers and 63 drivers that report directly to me, and 204 drivers that report indirectly.
- Resolving customer inquiries and complaints promptly, improving overall client satisfaction rates.
- Implementing safety protocols and training sessions, fostering secure work environment for employees.
- Conducting performance evaluations for 9 Fleet Controller direct reports.
- Providing feedback to support professional development.
- Assisting in developing and refining operational procedures, promoting continuous improvement initiatives.
- Training new staff on operational processes and company policies, enhancing team productivity and cohesion.
- Mentoring and supporting junior staff members to apply best practices and follow procedures.
- Developing and maintaining strong relationships with customers to increase loyalty, trust and satisfaction.
- Monitoring daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Coordinating staff training sessions on new systems or procedures, fostering continuous learning among team members.
- Recruiting, interviewing and hiring employees and implementing mentoring program to promote positive feedback and engagement.
- Conducting regular reviews of dash-cam footage to assess driving behaviour. Providing targeted coaching to improve safety, compliance, and efficiency.
PUD Supervisor / Acting Senior PUD Supervisor
Star Track
01.2017 - 08.2021
- Supervise fleet 35+ drivers and 3 Higher Duties.
- Coordinating delivery of freight.
- Managing and responding to customer service queries.
- Liaising and managing expectations and requirements of drivers e.g. Communication, organising paperwork, coordinating runs and daily priorities.
- Processing payroll through Kronos.
- Managing and coordinating operations with various departments.
- Daily budget management – Outside hire costings, overtime.
- Confidentiality of Documentation – HR Case management.
- Leadership and management of operational KPIs.
- Management of compliance standards.
- Managing and coordinating team meetings and Toolbox Talks.
Senior Fleet Controller / Acting Radio Room Supervisor
Star Track
01.2011 - 01.2017
- Allocating jobs to fleet - coordinating pickup and delivery of freight via Citrix and PeopleSoft systems
- Tracking and maintaining run specifications across multiple channels
- Managing and responding to customer service queries
- Liaising and managing expectations and requirements of drivers e.g. Communication, organising paperwork, coordinating runs and daily priorities
- Processing of EMS'
- Processing payroll through Kronos
- Managing and coordinating operations with various departments (e.g. Line Haul) to meet targets and deadlines
- Daily budget management
- Confidentiality of Documentation
- Maintaining of equipment and vehicles
- Building and maintaining customer relations
- Ensuring adherence to OH&S regulations – chain of responsibility
Fleet Driver
Star Track
01.2010 - 01.2011
- Ensuring successful and effective fulfilment of all deliveries and pick-ups.
- Customer service – face-to-face
- Meeting KPIs - # of drops, meet scheduled daily pick-up times.
Sub-Contractor Delivery Driver (Medium Rigid)
MEB Foods Pty Ltd
01.2002 - 01.2009
- Merchandising of Stock
- Managing inventory (stock control)
- Coordinating point of sale displays
- Coordinating weekly in-store promotions
- Building and managing relationships with store managers (including Coles & Woolworths)
- Building and maintaining customer relations
Delivery Driver for Tip Top Bakeries (Medium Rigid)
Frontline Logistics
01.2005 - 01.2007
- Merchandising of Stock
- Coordinating point of sale displays
- Building and managing relationships with store managers (including Coles & Safeway)
- Building and maintaining customer relations
Education
Associate Diploma - International Trade
Northern Melbourne Institute of Tafe (NMIT)
Preston, VIC01.1998
VCE Certificate - undefined
St Joseph’s College
North Melbourne, VIC01.1996
Skills
- Excellent customer service and communication skills
- Able to quickly adapt to new situations and systems
- Time management
- New employee training
- Team supervision
- Customer communication
- Attention to detail
- Professionalism and integrity
- Written and oral communication
- Staff training and development
- Operational oversight
- Health and safety compliance
- Operations management
- Strong computer skills
- Great knowledge of Victorian Roads (Metro & regional Victoria)
Accomplishments
Network Operations Business Unit TIES Award 2024/25
Recognising outstanding achievements in the sector - specifically awarded for upholding and executing the Trust component of the TIES values.
Timeline
Duty Manager - Radio Room
Star Track Express
09.2021 - Current
PUD Supervisor / Acting Senior PUD Supervisor
Star Track
01.2017 - 08.2021
Senior Fleet Controller / Acting Radio Room Supervisor
Star Track
01.2011 - 01.2017
Fleet Driver
Star Track
01.2010 - 01.2011
Delivery Driver for Tip Top Bakeries (Medium Rigid)
Frontline Logistics
01.2005 - 01.2007
Sub-Contractor Delivery Driver (Medium Rigid)
MEB Foods Pty Ltd
01.2002 - 01.2009
VCE Certificate - undefined
St Joseph’s College
Associate Diploma - International Trade
Northern Melbourne Institute of Tafe (NMIT)
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