Mohamed Amjad
Budapest
Summary
Dynamic Customer Experience Advisor at ExxonMobil with a proven track record in Order-to-Cash optimization and KPI management. Expert in data analytics and process improvement, driving customer satisfaction through effective vendor coordination and leadership. Successfully streamlined operations, enhancing cash flow and reducing working capital leakages while maintaining high CSAT levels.
Overview
7
7
years of professional experience
Work History
Customer Experience Advisor - Canada FVC | CSRA
Exxonmobil
08.2024 - Current
- Serve as escalation point and portfolio owner for 30+ Core/Competitive Canadian customers in Fuels Value Chain, leading end-to-end O2C oversight and driving KPI performance (DTI, DRT, WC metrics).
- Coordinate and supervise MSP delivery teams across functions, ensuring process compliance, ticket resolution excellence, and sustained CSAT results.
- Monitor and analyze performance trends using Zendesk dashboards, Tableau, Celonis, and SAP reports; provide insights and stewardship support to leadership teams.
- Led a cross-functional initiative to map and implement a streamlined railcar O2C process, closing systemic gaps, clarifying ownership, and reducing working capital leakages.
- Initiated review, cleanup, and centralization of 200+ SOPs across Order Management, Dispute, Cash Apps, and Order Fulfillment, reinforcing sustainable process knowledge and execution.
- Drove process enhancements in open-order monitoring for Order Fulfillment, targeting reduced invoice delays and improved cash flow.
- Double-hatted as CSRA for Harnois Énergies — ExxonMobil's largest French-speaking client in Canada— providing dedicated account support across retail, Cardlock, buyback, and wholesale segments.
- Act as liaison between Harnois and internal stakeholders (sales, terminals, supply), resolving escalations and ensuring smooth customer experience and accurate, timely delivery.
- Demonstrated readiness for leadership by spearheading process design, stakeholder alignment, and MSP team guidance in high-stakes environments.
Supply Chain Management Specialist SMS - France
Exxonmobil
04.2022 - 07.2024
- Managed end-to-end supply support for 40+ Retail & Wholesaler customers and 40+ terminals in France; ensured uninterrupted availability via volume allocations and contract updates.
- Served as front-line contact (Zendesk calls/tickets), maintaining >95% KPI compliance on responsiveness and resolution.
- Coordinated daily with Sales, Terminal & Product Coordinators, and Forecasting to prevent disruptions and balance supply/demand.
- Operated as SME during strikes and shortages, reallocating volumes, prioritizing critical accounts, and avoiding customer outages.
- Supported 24/7 European terminals (UK, Nordics, Germany) during nights/weekends; resolved urgent driver/contract issues.
Tools: DTN Tabs, GRMS+, Zendesk, SAP
Customer Service & Sales Specialist (UK Market)
Sitel Call Center
01.2019 - 08.2019
- Resolved booking issues and service requests for UK customers, maintaining >90% CSAT.
- Built strong communication, negotiation, and high-volume problem-solving capabilities.
Student Intern
ENVIRO-DESSALEMENT-ENERGIE
04.2018 - 06.2018
- Supported analysis of a PV-powered water desalination unit, contributing to basic performance notes and sustainability considerations.
Education
Master of Science - Mechanical Engineering
Hungarian University of Agriculture And Life Sciences - MATE
Gödöllő, Hungary06-2023
Bachelor of Science - Renewable Energies
Faculty of Sciences, Abdelmaked Essaadi University
Tetouan, Morocco07-2018
Skills
- Order-to-Cash (O2C)
- Process Improvement
- KPI & SLA Management
- Working-Capital Optimization
- Ticketing & Case Management (Zendesk)
- SAP (Order Management / SD)
- Data Analytics & Reporting (Tableau, Celonis)
- Vendor/MSP Coordination & Collaboration
- Customer Satisfaction (CSAT/DSAT)
- Forecast Allocation (DTN-Tabs)
- Continuous-Improvement Mindset
- Leadership Without Authority
Affiliations
- Event Coordinator (Volunteer), AMENA - Exxonmobil, Budapest.
- Plan and host internal Cultural & People Development events (4-5/ year; 100 attendees) to strengthen inclusion, community, and engagement.
Languages
English
Advanced (C1)
French
Intermediate (B1)
Arabic
Bilingual or Proficient (C2)
Timeline
Customer Experience Advisor - Canada FVC | CSRA
Exxonmobil
08.2024 - Current
Supply Chain Management Specialist SMS - France
Exxonmobil
04.2022 - 07.2024
Customer Service & Sales Specialist (UK Market)
Sitel Call Center
01.2019 - 08.2019
Student Intern
ENVIRO-DESSALEMENT-ENERGIE
04.2018 - 06.2018
Master of Science - Mechanical Engineering
Hungarian University of Agriculture And Life Sciences - MATE
Bachelor of Science - Renewable Energies
Faculty of Sciences, Abdelmaked Essaadi University
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