Customer Service Frontline and Backline Agent
DHL
Total years of experience :20 years, 7 Months
Designation: Customer Service Frontline and Backline Agent Sep. 1998 - Sep. 2000
Reporting to the Customer Services Supervisor
Functional Responsibilities (Frontline)
• Handling calls in 3 rings.
• Greeting in a very clear voice and professional way as trained in DHL.
• Listening to queries and complaints from customer very carefully.
• Sorting the issue over the phone very patiently.
• If required opening a trace and allocating to correct tracing agents.
• Pay more attention to individual customer interactions.
• Very clear Communication with the external and internal customer.
• Very active skills of customer services.
• Very fast and effective in solving the issue.
• Willing to learn and explore new ideas and tactics to solve the customer issue.
• Receiving EOM and Extra Miler.
Functional Responsibilities (Backline)
• Handling calls in 3 rings.
• Greeting in a very clear voice and professional way as trained in DHL.
• Listening to queries and complaints from customer very carefully.
• Sorting the issue over the phone if possible.
• Closing the file as early as possible within a time frame period.
• Communication with National and International tracing agents.
• Calling customer regularly to update on each queries.
• Working very closing on my sector Asia Pacific and Middle East Region.
• Received EOM.
• EOM for the May and July 2012.
• Best Ageing performance in Oct. 2012, which is below 8% as targeted.
• EOY Nominee for 2012.
• EOM Nominee in 2015.
Designation: Credit Controller - Western Province Oct. 2003 - Present
Reporting to Customer Accounting Manager
Functional Responsibilities
Managing Jeddah Regular and Advantage IBU's namely CTY, JAB, JTA & BOR
• Identify major issues where are delaying in Regular Account payments on time then build sustainable solutions and process to eliminate these issues over the long term.
• Conduct regular Customer visits to Account Customers, build strong relationships.
• Work together with the Province Credit Supervisors to solve problems and trouble shoot the key issues delaying Customer payments.
• Discuss credit issues with Accounting Managers on weekly basis to ensure that monthly target is achievable.
• Liaise with Regular and Advantage Accounting Manager to ensure that customer rates are applied as per customer contract.
• Monitoring and dealing with the Global and Key accounts in the province like (Abdul Lateef Jameel, A S BUGSHAN, NAGHI BMW, ZAHID TRACTOR etc.)
• Reducing and maintaining aged debts in 30, 60, 90, & 120 days to the minimum level.
• Discuss problematic DOS customers with Sales Team, set and monitor the necessary action plans.
• Applying the company credit policy on the slow payer customers, authorize the release of 1st reminder and the final reminder letters when necessary.
• Preparing & recommending uncollectible outstanding payments for write off.
Key Accomplishments
• Top payment collector in KSA with 97% in 2007 from Jan to April.
Company: DHL EXPRESS April 1996 - Present
Company Profile: World's leading logistics company
Designation: Duty Exempt Desk - Jeddah Sep. 2001 - Sep. 2003
Reporting to Customer Services Manager
Functional Responsibilities
• Looking for the daily Bah-Hub Report.
• Sending faxes to the customer for the confirmation of the customs duties.
• Once confirmation received moved the shipment to appropriate Gateway so that shipments can be cleared without any hassle.
• Minimize the shipment on hold at BAH-HUB.
• Follow up for the legalize or Guarantee Letter docs for the High Value and Over Value shipments.
• Keep records for the shipments which cleared under Guarantee letter so that I can asked for the legalize docs before the guarantee letter get expired.
• Keep records for the duty confirmation received from the customer for more than 3 months.
• Try to resolve the every problem in difficult by my own experience.
Designation: Customer Services Agent (Front&Back Line) -Jeddah Jun. 1999 - Aug. 2001
Reporting to the Customer Service Supervisor
Functional Responsibilities
• Handling Account & Cash customers booking.
• Handling Account & Cash customer traces.
• Handling traces for all sectors (local and international destinations)
• Providing sales team with sales leads.
• Responding incoming calls within 3 Seconds, according to the company standard telephone behaviours.
• Professionally customer service attitude on the telephone when responding to the queries.
Designation: Retail Sales Executive - Jeddah Apr. 1996 - May. 1998
Reporting to the Area Sales Manager
Functional Responsibilities
• Handling Cash and Account clients professionally to ensure exceeding customer expectations.
• Providing accurate feedback of customer information to the Territory Manager.
• Physically inspect each and every outbound shipment.
• While delivering the shipments collect the complete information regarding the signatory on the delivery sheets.
• Increase cash basis & providing Priority Card for each cash client.
Academia