Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Majd Assem Salah Abu Sahyoon

Brno,Czech Republic

Summary

Accomplished professional with extensive expertise in logistics and supply chain management, Quote-to-Cash (Q2C) processes, order management, Logistics & return, and quality assurance. Proven track record in regional operation reviews, process improvement, and SOP implementation, driving operational excellence. Demonstrates strong team leadership and people development skills, ensuring effective service delivery and stakeholder management. Proficient in ERP tools including SAP and Oracle, with a focus on SLA/KPI management to enhance business performance.

Overview

5
5
years of professional experience
5
5
years of post-secondary education

Work history

Team Lead – Order Modification Product and Service

Infosys
Brno, Czech Republic
12.2024 - 07.2025
  • Implemented new procedures with aim of improving workflow speed, which led to FR improvement of 17% for Product and Service orders.
  • Optimized order handling procedures for improved turnaround time, decreasing aging tickets by 16% for Product and Services
  • Trained and mentored new team members and contributed to SOP development.
  • Performed regional operational reviews with the clients
  • Established guidelines for team operations, resulting in improved efficiency, decreasing reopened cases by 70%.
  • Escalation point of contact for Service Delivery and Logistics
  • Escalation management processes for order execution, decreasing escalation rate for 50%
  • Collaborated with logistics teams for efficient distribution of products across various channels.
  • Conducted regular audits on supply chain management systems ensuring optimal functionality.
  • Managed logistics effectively ensuring timely delivery of resources and supplies when needed most.

Stand-In Team Lead – Quote to Cash & Order Management

Infosys
Brno, Czech Republic
04.2024 - 12.2024
  • Implemented quality control measures leading to significant error reduction, improving Quality score for 35% to 100%
  • Liaised with senior management on strategic planning initiatives, contributing valuable insights.
  • Acted as main point of contact for client escalations and internal reporting.
  • Improved team productivity by implementing efficient workflow strategies.
  • Oversee Backlog and ensure to collect data to improve performance across the teams
  • Support and coordinate OM operational implementation
  • Performed root cause analysis after identifying process inefficiencies, implemented effective solutions.
  • Drive Product and Service delivery implementation with focus on KPI improvements

Subject Matter Expert (SME) – Quote to Cash & Order Management

Infosys
Brno, Czech Republic
09.2022 - 04.2024
  • Specialized in billing, order processing and return, and client account management, decreasing backlog orders for 35%
  • Processing
  • Streamlined operational procedures for improved business performance, leading to CSAT improvement of 20%
  • Developed compelling presentations with relevant data, garnering positive feedback from stakeholders.
  • Led internal root cause analysis and auditing processes for improved organizational transparency.
  • Enhanced productivity by implementing new automation process strategies.
  • Track, manage and process RMA orders,
  • Management of cross supply chain orders and escalations

Senior Executive – Q2C / Order Management

Infosys
Brno, Czech Republic
12.2020 - 09.2022
  • Processed complex orders, handled customer communication, and resolved exceptions.
  • Managed over 20 customer requests per day
  • Prioritized urgent orders, ensuring swift processing and dispatching of goods.
  • Managed customer queries, resulting in increased satisfaction levels.
  • Liaised with suppliers for timely delivery of products.

Education

Bachelor’s Degree - English Linguistics

Jordan University of Science and Technology
Irbid, Jordan
09.2012 - 06.2017

Skills

  • Quote-to-Cash (Q2C)
  • Supply Chain Order Management
  • Quality assurance and Root Cause Analysis
  • Escalation management
  • Process Improvement
  • SOP Implementation
  • Team Leadership
  • People Development
  • Service Delivery Management
  • Stakeholder Management
  • ERP Tools
  • SAP
  • Logistics and Returns
  • SLA/KPI Management
  • PMP Certification in progress

Languages

English
Fluent
Arabic
Native

Timeline

Team Lead – Order Modification Product and Service

Infosys
12.2024 - 07.2025

Stand-In Team Lead – Quote to Cash & Order Management

Infosys
04.2024 - 12.2024

Subject Matter Expert (SME) – Quote to Cash & Order Management

Infosys
09.2022 - 04.2024

Senior Executive – Q2C / Order Management

Infosys
12.2020 - 09.2022

Bachelor’s Degree - English Linguistics

Jordan University of Science and Technology
09.2012 - 06.2017

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Majd Assem Salah Abu Sahyoon