Location Operations Support - Advanced
FedEx Express
Total years of experience :20 years, 8 Months
• Developed, maintained and provided Balanced Scorecards, Operational Dashboards and reports to the relevant audience and supported these with appropriate analysis and recommendations.
• Monitored systems operations exceptions/ service delays through participation in daily conference calls to identify specific problems and ensure coordination of effort for improvement.
• Performed timely and accurate updates to the information in the District Compass & Operational Scorecards by obtaining, collating and manipulating information from multiple functions and systems. Researched & verified potential anomalies prior to updating the scorecard.
• Monitored Station/Country performance reports including operational productivity, service levels, cost and revenue. Maintained accurate historical operational data for use in planning and tracking trends.
• Provided professional support on projects such as manpower planning, budget preparation and business plans.
• Prepared presentations as directed by Senior Management including gathering data, analysis and interpretation of information in meaningful forms including graphs, charts and overheads.
• Administered Contract Monitoring, Administration and Compliance for the Middle East Stations.
• Maintained Audit File for each contract which included the original contract, all correspondences, changes/ deviations, amendments, clarifications and payment schedules.
• Liaised with the Legal, P&E and FP&A over contractual obligations, when and where required.
• Coordinated with Finance to ensure proper billing and collection of contractual revenues.
• Responsible for job distribution and performance management of Customer Service Advisors.
• Managed staff of field agents including their performance management, efficiency management, safety and service delivery.
• Acted as the point of escalation for customer complaints and ensured complaints are handled in professional manner and the learning is disseminated to the team and business.
• Planned, developed and implemented Key Performance Indicators (KPIs) as a measurement tool to enhance customer satisfaction and employee productivity.
• Prepared MIS reports for clients and management perusal.
• Ensured staff appraisals, team meetings and personal development programs for the team.
• Ensured all IT systems and business process are in place and maintained and improved to maximize efficiency and effectiveness of the department.
• Tracked and traced shipments in adherence to Empost network trace standards and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments.
• Performed outbound calls to customers for confirming delivery addresses.
• Accepted and registered customer bookings for a range of Empost services and accurately inputted relevant booking data into the in-house application.
• Performed the data entry of Emirates Sky Cargo Airway bills for archiving purposes.
• Assisted in the training of new data entry operators and associates.
• Prepared daily, weekly and monthly MIS Reports for the work performed by the entire department.
Managing and Maintaining a Windows Server 2003 Environment
Twice Received Commendations for excellence in Studies