فواز بادقيل

• Maintained and updated daily transportation records in Excel, ensuring accurate data entry for precise
revenue and cost reflection in Power BI.
• Acted as a key stakeholder for assigned customers, managing communication and service execution.
• Processed customer requests by creating and managing orders in the CRM/ERP system, ensuring seamless
workflow.
• Collected, verified, and filed clearance documents in both digital systems and manual records for smooth
customs processing.
• Served as the primary point of contact for both internal teams and external customers, ensuring efficient
coordination.
• Liaised with terminal operations to coordinate transportation dispatch, ensuring timely execution of
deliveries, pull-outs, and storage services.
• Worked closely with the customs clearance team, ensuring all import/export formalities were handled
accurately and proactively resolved any customs-related issues.
• Verified service charges and ensured accurate billing for customers, monitoring financial accuracy before
invoicing.
• Generated and shared customer invoices, providing ongoing support for client inquiries and finance-related
clarifications.
• Updated and maintained digital records and documentation in company systems, ensuring compliance and
accessibility.

• Aspiring entrepreneur, developed qualitative & quantitative business whilst handling multiple
responsibilities including operations, customer service as well as finance management.

• 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, ensured CARE program customers experience a
rapid time to value.
• Streamlined day-to-day process interaction with own customers by leveraging detailed customer knowledge,
and 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.
• Comprehended per diem / demurrage implications for containers and their impact on company revenue.
• Expertise in handling claims, building cases to present them to the Claims Dept, Finance, and seeking
approvals of waiver or compensation to customers from the 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 in driving product improvements focused on delivering an unparalleled customer
experience.
• Submitting vessel text files and shipments in the Saudi EDI fasah (clearance, the Saudi shipment clearance
portal) site.
• Ensured smooth process of discharging and loading units from/to vessel via reports and communications
through customs, ports, clearing agents, and customers.
• 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 including dangerous cargo shipments, FCL/LCL shipments, and 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 customers.
• Coordinated with agents to be available to handle calls and welcome 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 the highest level of care throughout the customer lifecycle.
• End to End ownership of Complaint Management, established and implemented complaint reduction action
plans.
• Enhanced day-to-day process interaction with customers, leveraging detailed customer knowledge and
actively engaging with One Team CS counterparts where relevant.

• Managed the 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 the sales team by focusing on managing schedules 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 of Member Service Center Representative

• Customer service-oriented, endeavored to maintain a customer-driven service-driven culture, strategically
handled complaint management, and increased quality of resolution & related satisfaction scores thereby
driving complaints down.
• Provided executive administrative and operational support to the Senior Manager.
• Harnessed the emerging trends of CX for delivering a great CX leading to increased customer loyalty and
satisfaction.

• Customer service-oriented, endeavored to maintain a customer-driven service-driven culture, strategically
handled complaint management, and increased quality of resolution & related satisfaction scores thereby
driving complaints down.
• Provided executive administrative and operational support to the Senior Manager.
• Harnessed the emerging trends of CX for delivering a great CX leading to increased customer loyalty and
satisfaction.