Customer Care Manager
CMA CGM
Total years of experience :17 years, 2 Months
-Manage and lead entire customer care department (documentation, booking, front desk & customer service)
-Put in place all procedures and regulations as requested by HO
-Handle development of each unit within the customer care department
-Receive daily activity reports from HOD of the units for monitoring and assessment
-Handles all issues related to documentation with port authorities
-In charge of recruitment
-Report to top management
Customer Services Manager
The third worldwide shipping company that operates a fleet of 428 ships with capacity of 1556000 Teus on 170 shipping routes.
- Responsible for running the overall Customer Service department’s operations
- Helping to build good customer relations
- Recruiting staff and doing appraisals
- Arranging staff meetings
- Training and development
- Handling complaints and queries (from customers and staff)
- Responsible for running the overall Customer Service department’s operations
- Make sure all clients’ needs are met (documentation, front desk, after sales, etc…)
- Contact clients who did not withdraw their D/O after 15 days of cargo arrival
- Send & follow up on long staying containers (both import & export) and coordinate with Legal & Claims department the claims on this matter.
- Negotiate demurrage with HO for IDLE FULL containers
- Prepare a list of refund checks and distribute it to concerned parties
- Follow up on Aging receivables in coordination with accounting & sales departments.
- Receive Telex Release requests from clients & send release request to POD
- Assist with Re-export requests in coordination with the Deputy GM
January 08- present - Senior Sales Executive (Import Sales Department) at CMA CGM: Responsible of principal trades & Managing my own portfolio accounts: • Trade manager for: Far East (main trade for import to Beirut), Indian Subcontinent & Arabian Gulf
• Manage all negotiations & documentation related to the trades I handle such as: Negotiating rates with HO, managing trades problems and working with team for solutions, improve trade performance
• Report to TOP management with monthly reports on all trades I am handling.
• Perform day to day operation and accurate follow up on bookings: update on vessel's departure and arrival by contacting port of loading, port of discharge and transshipment port (send priority messages in case needed)
• Analyze local market and set plans of action to stay within an aggressive margin.
• Negotiate rates, secure bookings and maintain excellent customer relationship with my client.
• Develop and deliver training courses for new comers
• Assigned as LARA (Line & Agent Real-time Application) in the Import dep.
• Assigned as SWIMS (new company software) PIC in import department.
• Assigned PIC for CMA CGM LOGISITCS worldwide in Beirut.
October 07- December 07: Customer Service/ Sales at Aishti: • Assisting clients in the shop.
• File complaints, and report to floor manager or Customer Service department if necessary.
• Promoted to cashier, which was the final step before moving to the administrative offices.
MAY-AUGUST 2007: MYSTERY SHOPPING COORDINATOR - NBTS (Naji Bejjani Training Systems): • Preparing the shopping schedules according to: client, location and available shoppers.
• Recruiting Mystery shoppers.
• Gathering data from shoppers and preparing visit reports and sending reports to client.
• Preparing a monthly analysis that includes charts reports and evaluations based on all the visits made during the month and sending it to client.
• Meeting with new clients and setting the criteria of evaluation.
• Searching for potential clients.
• Assisting with other duties around the office including invoicing, accounting, and preparing for the seminars and training that Dr. Bejjani performed.
JUNE- JULY 2007: Free-lance data entry - WORLD VISION
AUGUST- SEPTEMBER 2005: SHOP KEEPER - MAIL BOXES ETC (AUT- HALAT): • Receiving/ sending mail or packages.
• Delivering mail box to each registered student.
• Handling services the shop offered (money transfer, online shopping, printing and binding )
• 2003-2006: Bachelor Degree in Business Administration American University College of Technology
• Fall 2002: Graphic Design Notre Dame University
• 2001-2002: Lebanese Baccalaureates, Certificate in General Sciences Ghazir Public High School Languages Fluency in English, French and Arabic (spoken & written)