Hire Desk Manager
Access Hire Middle East LLC
مجموع سنوات الخبرة :13 years, 9 أشهر
Lead and manage a team of eight Hire Desk Administrator across Dubai, Abu Dhabi, and KSA.
Supervising the day-to-day tasks performed by the team.
Conduct training sessions to enhance the skills and capabilities of the team.
Conduct monthly team meetings to spearhead the exploration and implementation of process improvement
strategies.
Recognize and commend the outstanding employee of the month for their exceptional contributions, fostering
motivation within the team.
Develop and maintain availability reports to optimize resource utilization.
Executing month-end processes, such as invoicing, and submitting the monthly revenue report to the
management.
Perform business visits to offices in Abu Dhabi and KSA with the aim of enhancing and optimizing operations.
Supporting the Finance team by addressing any invoice disputes that may arise.
Work & Accomplishment as Hire Desk Coordinator:
Direct point of contact for all customers.
Assisting customers and providing them solutions based on their requirements in an effective and efficient manner by coordinating with the Key Account Managers and Business Development Managers.
Preparing Rental Quotations and sale quotations based on customer requirement and sending it to the Customers.
For all the new Hires, requesting Account release from the Finance team and as soon as the account is released preparing contracts as per the LPO and signed Quotation.
Once the fleet number has been allocated by the service team, taking physical pictures of the unit that needs to be delivered.
Coordinating with the service department, creating the journey on the ERP system & preparing all necessary documentation required to rent the machine.
Closely following up on the LPO Extensions for all the contracts on hire.
Generating and sending invoices to customers on a monthly basis.
Review rental and purchase invoices for accurateness prior to submission.
Work & Accomplishment as Transport Coordinator:
Local Delivery:
Arranging the correct transport to deliver the machines after coordinating with site contact persons, Key Account managers and Business Development Managers for delivery & collection times, site location details & specific site access needs.
Providing Drivers Details, commercial Invoice and any other additional details based on the customer’s requirements.
Coordinating with the drivers from third party transport and haulage to get the machine reach the desired location and time.
Preparing the delivery notes, Photo Fleet Form, attaching the TPI and machine specification sheet and providing them to the transporter.
Coordinating with the customers and drivers in case there is a delay in the site.
Following up for the acknowledgement by the customer / client on the delivery note and Photo fleet form.
Scheduling and preparing off hire notes as per the instructions from customer.
Arranging the transport to return the equipment back in coordination with the customer.
Posting all the units that are delivered on the OnHire group chat and updating the units off hired on the Offhire group chat and confirming the Transport Journey on the ERP System.
Following up with the third-party transport providers for their Invoices and reconciling the Transport LPO’s on monthly basis, getting the line managers signature and submitting the Invoices along with the Purchase LPO and submitting it to the finance team.
International Shipment:
Coordinating with the Workshop manager and store in charge on the units that needs to be shipped.
Preparing commercial Invoice and Packing list based on the final list of units that need to be shipped.
Coordinating with Finance Team for providing me with the booked value of the assets that needs to be shipped.
Providing the commercial invoice to the shipper and following up closely with the Shipper in case any changes in the commercial invoice is required or any other additional details are required.
Applying for the Certificate of origin online. And closely checking the site on their approval or providing them any additional details incase its required.
Once the COO is approved informing the shipper to have the original COO to be collected.
Work & Accomplishment as Project Support Coordinator:
✓ Assisting customers and providing them solutions based on their requirements in an effective and efficient manner by coordinating with Application Engineer’s and Estimation team.
✓ Preparing Rental Quotations and service quotations based on the requirement and sending it to the Application engineers for review.
✓ Coordinating with the operations team to post the contract on the ERP system and following up with Logistics team regarding the delivery process.
✓ Manages and prepares the latest expected revenue report for the management, by keeping a close track on the information updated in the Rental Management system.
✓ Following up with Application Engineers across all regions on weekly basis, update the system and finalize revenue against their target.
✓ Following up with Regional Managers before month end in order to finalize the revenue figures for that particular region.
✓ Manages and prepares a presentation called OPCO for the management on monthly basis based on the revenue pipeline and figures and also by closely following up with HR, HSE and Finance departments.
Work & Accomplishment as Invoicing Specialist:
✓ Analyzing potential Invoices and coordinating with Application Engineers to confirm monthly invoicing. ✓ Coordination with the operations team to gather necessary information for completion of invoices.
✓ Generating and sending invoices to customers on a monthly basis.
✓ Review rental and purchase invoices for accurateness prior to submission.
✓ Assist with month end closeout. ✓ Keeping a close track on the LPO and timely follow up on the LPO Extension.
✓ Coordinating with the Credit controller, sorting out disputes in case of discrepancies in price, quantity and items. Issue credit note if required upon Management’s approval.
✓ Handle customer calls and answering queries in regards to their invoices.
✓ Follow up on payments for CDC and PDC customers.
Responsibilities
Work & Accomplishment as Customer Service, Training Coordinator & Hire Desk Controller:
Assisting customers and providing them solutions based on their requirements in an effective and efficient manner. Direct point of contact for customers.
Coordinating with the customers & business development manager and increasing the business revenue
Coordinating with the service department, despatching the machine on ERP system & perform all paperwork required to rent the machine
Coordinating with the transport and haulage to get the machine reach the desired location.
Manages a process called day book management, wherein chasing customer in order to get the LPO extended.
Coordinating with the accounts department and sorting out disputes in regards to payment and providing them supporting Documents if required.
Also assist customers in regards with training Courses like IPAF and velosi, booking training Course to increase the revenue in training.
Raising the purchase orders.
Work & Accomplishment as Administrator:
Scheduling meeting room based on the meeting request from the senior management
Coordinating travel request from the senior executives
Arrange guest and travel accommodations,
Purchase of office equipments and supplies- contacted vendors and sub contractors.
Answered telephones and transferred to appropriate staff members.
Sorted & distributed incoming communication data including faxes, letters and emails.
Responsibilities:
Work & Accomplishment as Customer Service Professional:
To develop, implement and monitor quality reviews, and productivity standards to achieve and to exceed performance expectations.
Handle client servicing and be the direct point of contact for the clients
Maintains positive relationships and open communication with all clients
Developing relationship with the relationship manager of various providers and assisting them in conducting product & fund trainings.
Perform all paperwork required to obtain and maintain the coverage.
Maintaining all records, drafting & presenting related reports to the management as required.
Works on MIS, updates on daily basis and handles reporting.
Work and Accomplishment as Financial Advisor:
Analyzing funds and their performance
Technical knowledge about various Insurance and Investment products.
Preparing proposals as per client’s requirement and setting up presentations.
Organizing training sessions for clients, educate them about various investment options.
Managing client portfolio and Addressing customer queries.
Coordinating with different insurance Companies for attaining competitive quotes.
Arranging and maintaining customer database, documents and their applications.
Meet the client’s requirements.
Occupy a position of trust and confidence
Achievements:
One of the top performer in the team
Got promoted to a quality associate in 6 months
Got promoted to a training lead in 12 months since date of joining
Customer Service Role:
I was an active part of Oncall Team where i used to handle calls on daily basis both inbound and outbound calls with US and UK customers, resolve Customer Queries related to pricing issue. I used to handle calls on daily basis with my Vendor Managers in US and UK to discuss on various issues related to the process. I used to handle a team of 30 to 40 Associates.
Role as Training Lead:
Directly handle fresh associate and make them comfortable with the process
Introduce them to the process and make them understand the process
Conduct assessment and give feedback on their performance
Identify high scorers to recommend them for medium profiled work
Role as Quality Team Member:
Conduct audits on files completed by the associates
Analyse the file to make decision to send it for partial or 100% audit
Analyse the SOPs to clear bottle necks in the SOPs
Conduct error analysis meetings
Role in additional work:
Take care of the female employees concerns and project them to the Acting Team Lead and Team Lead
Helped in managing the customers in USA and UK along with Acting Team Lead