Customer service representative and back office support
Diversey
Total years of experience :11 years, 1 Months
Receiving and Processing orders
•Assisting customer on their queries and complaints
•Assisting sales on their follow ups
•Communication between all departments (logistics sales and delivery team)
•Managing complaints and escalation desk
● Providing the highest level of services in order to sell Emirates Airline tickets, services, assist and customers with managing their travel plans.
● Solving problems and liaising actively between the customers and the management to ensure that all complaints are attended appropriately;
● Communicating all necessary Airline rules and regulations to ensure that they are fully understood and accepted by the customers;
● Highlighting to customers the legal requirements covering their journey such as passport, visa and health requirements and other details such as check in place and time
● Enhancing Emirates revenue earning by providing options to customers on all product and services such as skywards membership, Dubai stopover, hotel booking and upgrade fares.
●Suggesting new ideas and providing recommendation to the management.
● Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
●Fulfilled requests by clarifying desired information; completing transactions; forwarding requests
● Maintained call center database by entering information
● Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Analyzed all aspects of physical trading from C&F market premiums, freight costs, agents, inspection costs, quantity loss, demurrage and dead freight costs to determine best bid offers.
• Dealt with cargo and freight counter parties, terminals and vessels on a regular basis regarding all pre and post deal activities ensuring all necessary operational information is passed on in good time and documentary requirements are met
• Assisted in appointing independent inspectors, expeditors and ships agents
• Liaised with counterparts to ensure smooth operations, avoid delays and minimize demurrage costs
• Advise commercial colleagues on the workability of proposed contractual arrangements for new projects, new contracts and spot cargoes
• Witnessed operating chartered MR vessels in terms of estimating voyage costs and optimizing profitability and trade routes
• Witnessed closing out the charter parties accounting for all costs and obtain sign-off from chartering for charter party reconciliations.
• Generation of annual budget, quarterly forecasts, and management reports by preparing weekly analysis of volume and freight rates by region for all sectors
• Collecting data from various business divisions, ensure data is complete & accurate, convert data into information to be passed onto supervisors
• Controlling the record of historical performance for the last 5 years at a weekly and monthly level
• Assist supervisor in the generation, presentation, and distribution of management reports
worked between both departments
business administration major finance
Bachelor of Business Administration, Finance, Cape Breton University of Nova Scotia, Canada ● Date of Graduation: Fall 2011 ● GPA: 3.2/4 ● Coursework: Intermediate Finance, Long Term Finance, International Finance, Managerial Accounting, Management of Small Business, Human Resource, Organizational Behavior, Promotion Strategy, Marketing Strategy ● Graduation Project: Analyzed the Financial and Marketing issues of ENPPI.
