Total Years of Experience: 13 Years, 7 Months
October 2015
To July 2016
ORDER MANAGEMENT SPECIALIST
at Fetchr
Location :
United Arab Emirates - Dubai
• Solved problems with various departments within the company which included Inbound Logistics/Receiving Team/Fulfillment Team/Shelving/Picking & dispatching of orders/Last Mile Team/Reverse operations team
• Prepared Project reports by doing Research/ Gathering Data / Submitting for Approval
• Point of contact for all estimated shipment data matters. Responsible for the facilitation and the flow of shipment escalations, research, tracking and reporting back to the sales team
• Handled escalations related to any order coming from client and customers in coordination with the Support Team in Egypt
• Actioned Fresh Desk inquiries posted by Support Team to Order Management Team with regards to various queries through Fresh Desk email
• handled Order related monetary disputes and refunds
• Monitored Customer Service Tracker inquiries posted by the Call Center Team in Egypt
• Prepared Project reports by doing Research/ Gathering Data / Submitting for Approval
• Point of contact for all estimated shipment data matters. Responsible for the facilitation and the flow of shipment escalations, research, tracking and reporting back to the sales team
• Handled escalations related to any order coming from client and customers in coordination with the Support Team in Egypt
• Actioned Fresh Desk inquiries posted by Support Team to Order Management Team with regards to various queries through Fresh Desk email
• handled Order related monetary disputes and refunds
• Monitored Customer Service Tracker inquiries posted by the Call Center Team in Egypt
November 2014
To October 2015
TEAM LEADER CUSTOMER SERVICES
at 319 Express Courier Services LLC
Location :
United Arab Emirates - Dubai
• I managed a team of Sales Executives and ensured that they handled all opportunities effectively and guided them in line with company requirements and sales targets.
• I serviced the requirements of existing customers ensuring all aspects of their needs were being met.
• Attended Customers queries on a daily basis including track and trace inquiries, placed customer bookings, prepared shipping reports in C Track system
• Attended Escalation Calls and Emails and provided feedback to customers as per the agreed time frame.
• Provided spot rates to Customers and ensured that the spot rate quoted is followed up and converted into a sales
• Handled customers with outstanding payments and ensured the payments were received on time
• I attended the weekly complaints meeting, and ensured that necessary actions were taken to resolve the problems
• Visited Key account Customers on a regular basis to check on service standards and getting feedback of major concerns from their end
• Prepared Sales proposals to prospective customers from the allocated database provided and offered them the company products and services
• Coordinated the Operations team on daily collections and assured all collections are being updated, scanned and missed pickups are being reported back to me.
• I serviced the requirements of existing customers ensuring all aspects of their needs were being met.
• Attended Customers queries on a daily basis including track and trace inquiries, placed customer bookings, prepared shipping reports in C Track system
• Attended Escalation Calls and Emails and provided feedback to customers as per the agreed time frame.
• Provided spot rates to Customers and ensured that the spot rate quoted is followed up and converted into a sales
• Handled customers with outstanding payments and ensured the payments were received on time
• I attended the weekly complaints meeting, and ensured that necessary actions were taken to resolve the problems
• Visited Key account Customers on a regular basis to check on service standards and getting feedback of major concerns from their end
• Prepared Sales proposals to prospective customers from the allocated database provided and offered them the company products and services
• Coordinated the Operations team on daily collections and assured all collections are being updated, scanned and missed pickups are being reported back to me.
May 2005
To November 2014
Customers Services Representative Csr/Business Solutions Executive
at TNT International Express UAE
Location :
United Arab Emirates - Dubai
TNT International Express - Dubai
BUSINESS SOLUTIONS EXECUTIVE - SALES AND MARKETING (August 2012 - November 2014)
• Constantly provided suitable solutions to over 8000-10000 customers the department services, which ultimately helped maintain and enhance their loyalty to TNT.
• Arranged Full Trailer Load (FTL) shipments to GCC countries through TNT’S advanced road network service on a weekly basis for TNT’S high end customers.
• Performed all booking & billing administration activities in order to maintain accurate information essential to sustain revenue and customer service
• Achieved the department revenue target provided on a quarterly basis with regards to revenue generation for the department
TNT International Express - Dubai
CUSTOMER SERVICE AGENT - KEY ACCOUNTS DEPARTMENT (May 2008 - Aug 2012)
• Proactively contacted customers where service issues may affect delivery commitments, and understood customer needs in order to recommend an appropriate solution with the Service Recovery process.
• Provided regular updates to the customers in line with the agreed call back times and customers' preferred communication channel.
• Provided written communication requests by giving accurate, complete and professional information detailing the specific requirements as agreed with the customer.
• Regularly liaised with the Major Account Sales Managers to check on customer satisfaction, issue’s, and to further seek business opportunities.
• Promoted TNT’S CIT applications, self-service options and regular pickups from customers, where appropriate.
• Proactively ensured that the customers are aware of necessary paperwork for shipments and any special instructions.
• Communicated accurate and complete shipment statuses from the TNT track and trace system.
• Prepared customer Delivery performance reports in line with their requirements and the standard offerings of TNT.
TNT International Express - Dubai
CUSTOMER SERVICE IMPLANT - MAJOR ACCOUNTS- (July 2010 - Feb 2011)-Seconded to work at Dubai Aluminum
• Checked for all incoming and outgoing shipments of this particular customer on a proactive basis.
• Communicate with the relevant departments (Logistics and Mailroom) for any service issues or delay in shipments which affect customer delivery commitments.
• Process Duty Exempted Import Bill of Entries on a weekly basis with the customer’s Logistics department and TNT’s clearance department.
• Ensure all Import shipments are cleared from customs on time and delivered to the customer’s warehouse.
• Proactively communicate any customs paperwork issue for Import shipments with the relevant logistics co-coordinator, which may hamper or delay the clearance in customs control.
• Packing and processing of all export document shipments from the marketing department on a daily basis.
• Preparing monthly Delivery Performance Analysis reports for Import and Export shipments.
• Preparing a daily activity report for incoming shipments from rest of the world in order to monitor delays and service failures.
• Communicate with the rest of the TNT depot’s around the world to ensure smooth delivery of all outgoing shipments, and if needed to escalate as per TNT’S escalation policy of 1 hour and to keep the Major accounts Team Leader update on the progress of the case.
TNT International Express - Dubai
CUSTOMER SERVICE FRONTLINE AGENT (May 2005 - May 2008)
• To provide excellent accessibility to customers & maximize available revenue opportunities for the business whilst providing an exceptional customer experience
• To identify & act on selling opportunities to retain revenue whilst providing suitable solutions to customer’s requirements
• To deal with booking exceptions and/or with cross-location calls/e-mails in a productive & high quality manner.
• To ensure transactional information & system entries are completed in an accurate, complete & timely manner
BUSINESS SOLUTIONS EXECUTIVE - SALES AND MARKETING (August 2012 - November 2014)
• Constantly provided suitable solutions to over 8000-10000 customers the department services, which ultimately helped maintain and enhance their loyalty to TNT.
• Arranged Full Trailer Load (FTL) shipments to GCC countries through TNT’S advanced road network service on a weekly basis for TNT’S high end customers.
• Performed all booking & billing administration activities in order to maintain accurate information essential to sustain revenue and customer service
• Achieved the department revenue target provided on a quarterly basis with regards to revenue generation for the department
TNT International Express - Dubai
CUSTOMER SERVICE AGENT - KEY ACCOUNTS DEPARTMENT (May 2008 - Aug 2012)
• Proactively contacted customers where service issues may affect delivery commitments, and understood customer needs in order to recommend an appropriate solution with the Service Recovery process.
• Provided regular updates to the customers in line with the agreed call back times and customers' preferred communication channel.
• Provided written communication requests by giving accurate, complete and professional information detailing the specific requirements as agreed with the customer.
• Regularly liaised with the Major Account Sales Managers to check on customer satisfaction, issue’s, and to further seek business opportunities.
• Promoted TNT’S CIT applications, self-service options and regular pickups from customers, where appropriate.
• Proactively ensured that the customers are aware of necessary paperwork for shipments and any special instructions.
• Communicated accurate and complete shipment statuses from the TNT track and trace system.
• Prepared customer Delivery performance reports in line with their requirements and the standard offerings of TNT.
TNT International Express - Dubai
CUSTOMER SERVICE IMPLANT - MAJOR ACCOUNTS- (July 2010 - Feb 2011)-Seconded to work at Dubai Aluminum
• Checked for all incoming and outgoing shipments of this particular customer on a proactive basis.
• Communicate with the relevant departments (Logistics and Mailroom) for any service issues or delay in shipments which affect customer delivery commitments.
• Process Duty Exempted Import Bill of Entries on a weekly basis with the customer’s Logistics department and TNT’s clearance department.
• Ensure all Import shipments are cleared from customs on time and delivered to the customer’s warehouse.
• Proactively communicate any customs paperwork issue for Import shipments with the relevant logistics co-coordinator, which may hamper or delay the clearance in customs control.
• Packing and processing of all export document shipments from the marketing department on a daily basis.
• Preparing monthly Delivery Performance Analysis reports for Import and Export shipments.
• Preparing a daily activity report for incoming shipments from rest of the world in order to monitor delays and service failures.
• Communicate with the rest of the TNT depot’s around the world to ensure smooth delivery of all outgoing shipments, and if needed to escalate as per TNT’S escalation policy of 1 hour and to keep the Major accounts Team Leader update on the progress of the case.
TNT International Express - Dubai
CUSTOMER SERVICE FRONTLINE AGENT (May 2005 - May 2008)
• To provide excellent accessibility to customers & maximize available revenue opportunities for the business whilst providing an exceptional customer experience
• To identify & act on selling opportunities to retain revenue whilst providing suitable solutions to customer’s requirements
• To deal with booking exceptions and/or with cross-location calls/e-mails in a productive & high quality manner.
• To ensure transactional information & system entries are completed in an accurate, complete & timely manner
January 2003
To May 2005
Shipping Coordinator
at ALMASA IT Distribution LLC
Location :
United Arab Emirates - Dubai
• I was In-charge of all outgoing & incoming shipments in RMA Dept.
• Coordinated with International suppliers for RMA Returns
• Handled the export orders to other countries from the RMA Department & coordinated in RMA return shipments from respective countries.
• Updated supplier Credit Notes on a regular basis where they were unable to provide replacements
• Coordinated with courier companies for prompt delivery of shipments
• Cross checked courier rates with different service providers in line with cooperate contracted rates.
• Coordinated with International suppliers for RMA Returns
• Handled the export orders to other countries from the RMA Department & coordinated in RMA return shipments from respective countries.
• Updated supplier Credit Notes on a regular basis where they were unable to provide replacements
• Coordinated with courier companies for prompt delivery of shipments
• Cross checked courier rates with different service providers in line with cooperate contracted rates.
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