Founder/ Owner
Family Business (Restaurant and Cafe)
مجموع سنوات الخبرة :16 years, 5 أشهر
Accomplishments:
• Instrumental in setting up a private/family business of Restaurant and Cafe.
• Aspiring entrepreneur, developed qualitative & quantitative business whilst handling multiple responsibilities including operations, customer service as well as finance management.
Maersk is the largest operating subsidiary of Maersk Group, a Danish business conglomerate. Founded in 1928, it is world's largest container shipping company by both fleet size & cargo capacity, offering regular services to 374 ports in 116 countries.
Accomplishments:
• Served as SPOC for assigned CARE customers and acted as an advocate for Key Clients, internally within Maersk.
• Enforced adherence to productivity and quality standards as defined per customer strata.
Responsibilities:
• Commanded execution of flawless operational performance, productivity, technical expertise, excellent customer service and constantly drove efficiency, supported MAERSK vision and mission statement.
• Ownership for all customers assigned to the Key Account Portfolio and building strong relationships with the decision-makers of the clients.Collaborated, innovated and adapted as the needs of customers continue to evolve.
• Responsible for a seamless customer onboarding journey, ensuredCARE program customers experience a rapid time to value.
• Streamlined day-to-day process interaction with own customers by leveraging detailed customer knowledge, actively engaging with One Team CS counterparts where relevant.
• Aided in driving business excellence and augmented financial performance through compliance/upselling, reduction of outstanding freight & commercial waivers and invoice dispute resolution.
• Comprehendedper diem / demurrage implications for containers and their impact on company revenue.
• Expertise in handling claims, building case to present it to Claims Dept, Finance and seeking approvals of waiver or compensation to customers from Director of CS, CFO or related departments.
• Kept up-to-date on changes in local & foreign rules, internal & external procedures and product developments, thus aiding indriving product improvements focused on delivering an unparalleled customer experience.
• Submitting vessel text files and shipments in Saudi EDI fasah (clearance, the Saudi shipment clearance portal) site.
• Ensured smooth process of discharging andloading units from/to vessel via reports and communications through customs, ports, clearing agents andcustomers.
• Significantly contributed to building a healthy cross-functional relationship and work environment, promoting team spirit and cohesiveness in the department.
Accomplishments:
• Steered smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
• Acted as a subject matter expert; identified and resolved any operational issues promptly to ensure quick resolution and customer satisfaction.
Responsibilities:
• Nurtured synergistic relationships with customers and gained an understanding of their business, service needs, drivers and desires, amongst others through regular customer visits. Guaranteed customers’ needs, requirements, and KPIs are met or exceeded.
• Provided support and resolution for customer queries received via telephone/e-mail as per defined SLAs and quality parameters.
• Handled special shipments includingdangerous cargo shipments, FCL/LCL shipments, break bulk cargo and guaranteed smooth shipment delivery process without any delay or last-minute hassles.
• Ensured extra charges of additional service is being billed to specific customer.
• Coordinated with agents to be available to handle calls and welcoming customers face to face.
• Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.
• Resolved customer issues and ensured providing highest level of care throughout the customer lifecycle.
• End to End ownership of Complaint Management, established and implemented complaint reduction actions plans.
• Enhanced day-to-day process interaction with customers, leveraging detailed customer knowledge and actively engaging with One Team CS counterparts where relevant.
Accomplishments:
• Business administration expert, supporting C-suite executives to enhance internal operations, establishing and implementing policies, procedures and regulations of administrative and departmental programs.
Responsibilities:
• Managedthe day-to-day operations of the office and an array of administrative tasks - data input, processing information, completing paperwork and filing documents.
• Collated sales reports and analysis. Prepared reports and presentations for senior management reflecting insights, recommendations and improvements to products and services.
• Implemented strategic sales initiatives, led planning and ascertained scope and potential avenues for business growth.
• Propelled sales in liaison with Business Partners in different countries.
• Assisted sales team by focusing on managing schedules and following up on sales quotations/ inquiries and preparing sales proposals.
Joined the organization as Data Entry Operator, moved on upward career trajectories, to merit promotion to the position ofMember Service Center Representative
Designation Chronology:
o May 2007 - Sep 2013: Member Service Center Representative
o Aug 2006 - May 2007: Data Entry Operator
Responsibilities:
• Customer service-oriented, endeavored to maintain a customer-driven service-driven culture, strategically handled complaint management, increased quality of resolution & related satisfaction scores thereby driving complaints down.
• Provided executive administrative and operational support to the SeniorManager.
• Harnessed the emerging trends of CX for delivering a great CX leading to increased customer loyalty and satisfaction.
Graduated High School with excellent grades,Indonesian International School, 2006