Bilal Tabbara is seeking a career in a challenging environment where he can leverage his experience in customer operations, sales, pricing, and aviation fueling. He has over 15 years of experience in roles at Shell, including as a team lead for customer operations and mainline customer services. His objective is to provide exceptional customer experience and drive best practice implementation to achieve world-class performance.

1. Bilal Tabbara 055-7377477
Bilal.Tabbara@Shell.com
OBJECTIVE
I am seeking a career in a challenging environment. Always interested in growth and the ability to learn more
about the industry and leverage my strengths as part of a team.
PROFILE
 Knowledge of E2E processes from the point of Forecast through Demand Planning, Supply, Orders,
credit, Logistic, Delivery, Billing, payments receivable for Lubes (Commercial, Aviation, Marine)
Bitumen & commercial fuel.
 Knowledge of Aviation fuelling operations & regulations, including quality & control procedures in
ITP &Terminal
 Knowledge of HSSE standards (Operations Integrity) Work permit & risk assessment.
 Knowledge of contract management, Tender /Bid Process, Award location as CONCO &DELCO
 Knowledge of risk marketing and investment deal
 Effective communication skills with stakeholders and ability to manage, support, and assist other
team members with demonstrated coaching and change management skills.
 Knowledge of different pricing structure (fixed price, formula pricing , rebate, BDF...)
 Shell Certified GSAP trainer for UAE & Oman
EXPERIENCE
Shell Markets Middle East Limited May 2015 till date
OTC UAE Lubes/Fuels Sales & Customer Ops TL
Leading a team of customer operation specialists and customer sales operation specialists:
 Supporting Lubes (Commercial, Marine & Aviation), Bitumen & non ITP jet A-1
 Ensuring team acts within strict compliance to HSSE, Shell Group Principles and
Diversity/Inclusiveness guidelines, leading by example and taking accountability for issues that may
impact themselves, the office or customer environments.
 Through collaborative leadership drive resolution of complex customer issues in liaison with staff
from other functions such as Sales leaders and other sales/marketing staff, technical team, Supply
Chain, Planning, Logistics, Credit & finance.

2.  Providing exceptional customer experience based on commercial mindset, through competent and
skilled Team.
 Driving best practice implementation across the organization in order to reach world-class
performance
 My main goal is to provide exceptional customer experience based on commercial mindset, through
competent and skilled Team.
 Driving Best practice implementation across the organization in order to reach world-class
performance
 My goal is to be the most competitive and innovative through continue improvement and following
best practice.
 Developing Sales Operations Team skill/competency against the OTC Competence Framework,
working with team in identifying appropriate training to achieve agreed
 Ensures the team complies to the agreed parameters (level of authority, offer book, controls &
procedures)
 Accountable for the execution of the Business Continuity plan for the team .
Shell Markets Middle East Limited August 2014 - May
2015 CSC Ops Manager/Mainline Team Lead
Accountable for delivery of customer services (on budget and against agreed KPIs) for the Customer Services
Operation(s) they manage to deliver best in class customer service experience:
 Manage day today budgets and PO releases, and work with CSA to continuously challenge our Cost
to Serve.
 Responsible for Streamline implementation and the benefits realization in the Customer Service
Operation(s) they manage through the delivery of the Streamline levers, including FTE efficiencies,
GSAP/ Customer Facing implementation/ retrofits and compliance to design (e.g. Offer Book)
 Accountable for delivering against the agreed Service Level Agreements with the businesses
 Work in partnership with CSA to optimize the service delivery and identify opportunities for
continuous improvement, in compliance with the Streamline design and change request process.
 Responsible for action taken to address the cause of customer dissatisfaction, identified through
customer feedback (e.g. Complaints, Event Driven Surveys and the Customer Satisfaction Index) and
OtC Councils, developing agreed action plans and work through to execution with CSA and other
business partners
 Execute/ operate the customer service processes to ensure operational commitments through SLAs
are fulfilled.
 Control Owner for the Customer Service Operation(s), as per the Group Controls Framework
 Responsible for ensuring that HSSE, local, legal and fiscal (for the OU based in and OU(s) served)
and the Shell Group policies and procedures are clearly communicated, understood and adhered to
within their teams
 Manage and promote the Employee Value Proposition as aligned with Shell Group and SSSC policy
and standards

3.  Deliver relevant OU specific improvement initiatives as agreed with Business Partners and deploy
relevant Value Differentiators to unlock new value for Shell
 Accountable for the execution of the Business Continuity plan for Customer Service Operation(s)
they manage
 Conduct periodic tests and ensure plan is up to date, with input from CSA and System Support
Supervisor
 First point of contact for evoking BCP/DRP and responsible for informing Stakeholders
 Ensuring appropriate action plan in place and monitoring progress until full recovery is undertaken.
 Ensures provision of sufficient resources manpower throughout the entire operating period of the
contingency
Shell Markets Middle East Limited June 2011 - July 2014
Pricing Administrator
Responsibilities included but not limited to:
 Creating and maintaining accurate pricing master data ensuring 100% adherence to MOA & within
agreed timelines (using GSAP and approved pricing tools).
 Ensuring financial management controls procedures are followed
 Creating and maintaining sales agreements within GSAP with agreed timelines.
 Actioning price adjustment workflow within local target of 1 day.
 Performing root cause analysis and checks to ensure compliance with pricing policy and process.
 Validating consistency of pricing elements with agreed customer net price offer.
 Participant in sales support and pricing team meetings and recommend ways to improve team
performance and compliance
 Ensuring all cancellation and re-bills have the correct MOA authority before action is taken.
 Supporting end user issue resolution.
 Raising business issues and enhancement request. Help to test and implement any changes made.
 Being SAP super user for Pricing.
 Holding Customer first focal point for OTC UAE.
Shell Markets Middle East Limited June 2009 - June 2011
Aviation Sales Coordinator
Focal point for Aviation special carrier:
 Use of Sales Program ATLAS,ATOMS,PRINOS,SAP
 Support new business & business hunting
 Following up with customer dispute
 Investigate & resolve customer complaint.
 Support Aviation ITP bid and tender process

4.  Create physical into plane contracts based on IATA contract.
 Support Aviation Into Plane On Account Payment process
Shell Markets Middle East Limited June 2006 - June 2009
Operations Supervisor
Responsibilities include but not limited to:
 Comply to QC procedures and requirements
 Follow HSSE standards and maintain Operations Integrity
 Maintain Efficient use of equipment and manpower
 Hold Focal point of GA Business in Dubai Airport
 Support Business hunting & Coordinate with GA handler as Jet Aviation and EFS
 Maintaining working roster & Leave Plan.
 Maintaining training record for all staff and carrying the task observation for all staff regularly.
 Winner of VP Award first Quarter 2008
Air BP Middle East Limited May 2004 - May 2006
Shift Supervisor
Responsibilities include but not limited to:
 Maintain Knowledge of Aviation Regulations
 Lead and comply with QC procedures and requirements
 Abide with HSSE standards ( Operations Integrity) and follow emergency procedures.
 Maintain knowledge of stock control.
 Leading the safety committee for Air BP Dubai Airport
 Planning the Task Observation for all staff
EDUCATION
 Diploma in Politics, German and Design “Algemeine Berufshule” Germany
 Diploma in Airline Ticketing, Sales and Reservation “technical institute C.O.S” Lebanon
 Bachelor degree in Business and Administration