Operations Administrator
DHL Express
Total years of experience :5 years, 10 Months
EXPERIENCE
08/2016 - 05/2022 Operations Administrator DHL Express Dubai, UAE
• Handling customer queries & requests by offering support on back end operations (applied knowledge on several internal applications)
• Managing customer escalations at operational level
• Supporting DHL network flow by ensuring on time shipment connections
• Responsible for creating daily operational reports
• Ensuring smooth operations by providing administrative support
• Working closely with Customer Service, Sales and other internal teams by extending support on shipment history to settle claims and complaints
• Training employees on optimal processes and use of equipment to boosting department productivity
• Developing and sharing best practices across company to align with objectives and quality standards
• Responsible to ensure shipments are moved out of the Inventory cage by acquiring correct delivery address per held shipment and supporting in Transit time KPI
• Generating daily reports
• Resolved customer queries and problems using effective communication and providing step-by-step solutions for future shipments
• Actively listening to customers and maximizing customer engagement with satisfaction by delivering excellent customer service at operational end
• Thrived in fast-paced environment with energy and enthusiasm
• Enhanced working relationships by participating in team-building activities
• Training new employees on existing internal systems and applications
• Handled customer check-in by reviewing order confirmations, taking copies of ID where necessary and providing room keys
• Maintained extensive expertise of local events, attractions and tourist hotspots to prove information to guests
• Handled customer check-outs by processing payments, obtaining room keys, proactively asking for feedback and calling taxis
• Handled guest complaints in a rational, calm and professional manner, providing smart solutions to maintain guest satisfaction
• Scheduled conference rooms, prepared equipment and sound system for events and seminars, demonstrating organized service