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فلورنس Silas, Account Manager

فلورنس Silas

Account Manager·CEVA LOGISTICS

الإمارات العربية المتحدة

بكالوريوس, Commerce

الخبرة العملية

مجموع سنوات الخبرة: 27 سنوات, 4 أشهر

Account Manager

مارس 2000 - حتى الآن

CEVA LOGISTICS

الإمارات العربية المتحدة

مارس 2000 - حتى الآن

Accountable for all customer facing elements of a shipment. Handling all daily customer service requests,
monitoring and driving adherence to SLA’s.
* Organize customer meetings to identify the grey areas, provide solutions and work together to maintain healthy
business relationship.
* Pro-actively informing customers about contract balances and related information, highlighting next step.
* Sending daily shipment status tracker report / monthly Insurance report to the customer.
* Monitoring shipment movement progress to ensure end to end supply chain flow is in order and under control.
* Notifying the customers in case of any delays / issues with shipment/supplier documents.
* To ensure customer requirements are compliant with CEVA Guidelines/Principles, such as code of conduct, dealing
with embargo countries etc.
* Working closely with Operations team to meet customer delivery requirements and resolve issues if any.
* Assist the Finance department by checking that customer orders are within the credit limit, providing visibility of
customer payment behaviours, validating customer invoicing and Vendor accruals.
* Actively involved in managing customers by providing alternative options and working on plans with best potential
outcome with both the customer and operations team to minimize interruption to services.
* Coordinates with Airlines, Shipping Lines, warehouse and operations teams to ensure cargo is loaded on time,
arrives at the Airport/Seaport before flight/vessel closing time and shipment is moved without delay and hassle.
* Involved in procuring rates along with pricing sales team, sending out quotations to the customers and follow up
on their feedback.
* Coordinating with both account management and operations to provide root cause analysis, facilitating
onboarding process, executing the process based on agreed SOP between BD and customer.
* Identifying potential challenges in execution and highlighting to concerned BD at the earliest.
* Actively interacting with overseas offices to ensure timely updates are provided.
* Handling customer disputes and proposing solutions. Getting internal stakeholders involved to arrive at a
resolution promptly.

مجال الشركة:
التوزيع والخدمات اللوجستية وسلسلة التوريد
الدور الوظيفي:
المحاسبة والتدقيق

Freight Supervisor

سبتمبر 2008 - مارس 2014

PANALPINA WORLD TRANSPORT DUBAI L.L.C

سويسرا

سبتمبر 2008 - مارس 2014

Functional and disciplinary authority over assigned staff in close cooperation with the Department Heads.
* To supervise staff and processes within Ocean Freight Import Department.
* Monitor the team and support them to deliver a cost-effective Ocean Freight Import Product in a timely, accurate
and profitable manner in line with Internal an External SOP & KPI.
* Planning and allocating resources in daily operations as per established SOP’s & KPI’s.
* Effective communication and regular follow up’s with internal stakeholders, suppliers and operational staff for
smooth flow of daily operations.
* Monitoring continual improvement in data quality levels on systems such as FOS, PANTRACE.
* Ensuring database is updated for all discrepancies by the team.
* Managing employee vacation/compensatory/personal time-off requests in liaison with Head of Ocean Freight to
ensure a consistent service level with minimal operational disruption.
* Maintaining weekly reports of clients, GP, revenue, tonnage development and reporting the same to the
Management during regular meetings.
* Assist the Sales team in creating quotations and forwarding new sales leads to generate business.
* Supervising monthly invoicing of the department to meet department KPI’s.
* Proactively communicating to all stakeholders on carrier schedules, rates, tariffs (incl Port Tariff).
* Serving as a point of escalation for any operational discrepancies, delayed incoming invoices from suppliers
especially involving overseas Panalpina/Agent offices.

الدور الوظيفي:
النقل والخدمات اللوجستية

Senior Executive

يناير 2001 - يناير 2007

ECU LINE MIDDLE EAST L.L.C

يناير 2001 - يناير 2007

Interacting with load port Agents/Clients/Carriers for documentation / vessel arrival queries/data to DPA/Customs.
* Co-ordinating with warehouse for un-stuffing reports and arranging customs clearance and transport for clients.
* Circulating technical trans-shipment details and sending container discharge tallies to ECU LINE offices worldwide.
* Posting Bills of Lading, Import Data Entries, attending customers queries, invoicing, preparing quotations, debit
notes, issuing delivery orders and handling other related paperwork.
* Sectors handled: Europe, West Africa, Red Sea, East Mediterranean and the Indian subcontinent sectors through
corporate correspondence.

الدور الوظيفي:
المحاسبة والتدقيق

Secretary

يناير 1998 - يناير 1999

TASKIN COMPUTER SYSTEMS

الإمارات العربية المتحدة

يناير 1998 - يناير 1999

الدور الوظيفي:
سكرتارية

Key Account Executive

-

TOSHIBA

الإمارات العربية المتحدة

-

Inbound and Outbound (Air, Sea and Land Shipments)
* Interacting with Origin and Destination Business Unit Agents/Clients/Carriers for Flight / Vessel arrival queries and
documentation.
* Manage Operations Team and provide them with positive reinforcement and motivation to perform and execute
service contracts at, or more than customer’s standards.
* Maximized productivity through better customer service, successful and timely communication, follow-up on each
awaiting matter with customer.
* Developing strategic objectives to formulate plans, analyse and expedite them.
* To ensure Land Export Shipments are delivered to the Customers by the Integrator within given stipulated time.
* Negotiate rates and service level with Integrators with the goal of controlling costs and ensuring optimal service.
* Facilitating client relationships in accordance with contracted service agreements.
* Coordination with Warehouse for accurate and appropriate System updates to generate Shipment Documents.
* Forward Pre-Alert Documents and other related paperwork to Customers Prior Shipment Arrival at Destination.
* Update and Maintain KPI, Intrac and Monitoring Sheet Reports on day to day manner.
* Handle CLAIMS for Damages / Lost shipments and update IHT (Incident Handling Tool).

مجال الشركة:
الإنتاج الصناعي
الدور الوظيفي:
المبيعات

Customer Service Executive

-

-

Co-ordinating with Exporters/Agents/Forwarders/Carriers for documentation.
* Arranging customs clearance and transport from clients' warehouses.
* Issuance of Bills of Lading, transmitting documents to discharge port agents.
* Planning for Export Container Stuffing. File closing and other related correspondence.
* Cross trade Experience: 6 months. Functions involved co-ordinating with load port agents and discharge port
agents for handling their cross-trade businesses.

الدور الوظيفي:
خدمة العملاء ومركز الإتصال

office administration

-

-

co-ordinating appointments and scheduling meetings.
* Drafting communication, invoices and quotations to international clients.
TECHNICAL SKILLS AND

الدور الوظيفي:
إدارية

التعليم

Universal empire institute of technology

مارس 2008

مارس 2008

بكالوريوس، Commerce

الإمارات العربية المتحدة

Indian High SchoolUniversal Empire Institute of Technology Dubai

يناير 1999

يناير 1999

الثانوية العامة أو ما يعادلها، Science Stream

الإمارات العربية المتحدة

- Passed with 80% Higher Secondary Education,

Mahatma Gandhi University

الثانوية العامة أو ما يعادلها،

الإمارات العربية المتحدة

Skills

CLOSING
Expert
CLOSING
Expert
CONTRACT MANAGEMENT
Expert
CONTRACT MANAGEMENT
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
DOCUMENTATION
Expert
DOCUMENTATION
Expert
DRAFTING
Expert
DRAFTING
Expert
MEETING FACILITATION
Expert
MEETING FACILITATION
Expert
MICROSOFT PROFESIONAL CERTIFICADO
Beginner
MICROSOFT PROFESIONAL CERTIFICADO
Beginner
SCHEDULING
Expert
SCHEDULING
Expert
STRATEGIC
Expert
STRATEGIC
Expert

اللغات

العربية
متمرّس
الانجليزية
متمرّس
الهندية
متمرّس