Nader Anwar

Acting as a focal point between Maersk various desks (Cargo, Stowage, Marine, Etc.) and different terminals in Egypt to ensure smooth operations (Loading, Discharging, Gate-In/Out)

Job Roles included:
● Create load /Discharge lists and follow up Barge operations between local ports.
● Coordinate between all involved parties either internal (Cargo, Capacity, CS, Stowage….) or external (Terminal, Agents) to ensure smooth port calls
● Support Equipment team in LOC for MTY planned evacuations.
● Support exports teams to achieve maximum loading volume on planned vessels.
● Optimize stowage planes to maximize loading when possible using PowerStow Software (StowMan & cCASP+ future wise)
● Communicate and report to the management on all operational challenges and how we can resolve it.
● IMO acceptance accordance to local authority conditions and terminal policy.
● Ensure that RKEM is correctly and timely updated for all locations within Egypt (Terminals and Depots).
● Handling overall operations in ports under our scope (Damietta, Port Said, Alexandria and Sokhna).

Handling Loyalty program related requests and complaints in coordination with Marketing, Logistics and Suppliers. Handling the received cases within the quality standards of the company to maintain company image.
Job Roles included:
 Update the company Loyalty database with modifications upon customer request..
 Conduct outbound calls to handle loyalty program related requests, customer’s complaints and follow up on gifts delivery.
 Perform all requests and actions within the predetermined SLAs.
 Submit feedback about the program from customers and employees point of view.
 Manage gifts delivery process with Loyalty suppliers.
 Communicate and report to the management on all operational issues.
 Contact the Marketing department for any exceptions or updates needed
 Interface with all Loyalty suppliers to ensure agreed processes are in place.
 Highlight to the management any required change in Loyalty processes to ensure positive experience for the customers.
 Keep up-to-date with all the services and products provided by the company.
 Escalate problems, report suspected fraud and provide relevant feedback to the right channels.

Customer service representative for Orange Enterprise Market.
Job Roles included:
 Resolve Customers’ complaints and problems, within boundaries of authority.
 Contacting other departments to follow up or make requests for the customers and ensure that the request or complaint will be handled in a correct and a timely manner to achieve customer satisfaction.
 Handle Customers inquires providing accurate and full information according to contact center guidelines.
 Handle effectively the needs of the customers and enhance standards of quality for the service offered.
 Keep self-updated about company products, offers and processes.
 Adhere to schedules shifts within the set boundaries.

Customer service representative for Du Emirates in both Arabic & English Languages.
Job Roles included:
 Keep self-updated on account products, offers and processes.
 Handle Customers inquires providing accurate and full information according to contact center guidelines.
 Resolve Customers’ complaints and problems, within boundaries of authority and distribute issue for further escalation to appropriate persons/teams i.e. team leaders, supervisor or the back office.
 Handle effectively the needs of the customers and enhance standards of quality for the service offered.
 Adhere to schedules shifts within the set boundaries.