Experience

ELITE DIGITAL LOGISTICS

• Singapore
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Regional Manager Strategic Account

  • Aug 2021 - Present



CMA-CGM Group Asia & APL Global (ARO) - Singapore

• Singapore

• Regional Senior Assistant Manager, Customer Service Excellence

  • Dec 2018 - Present

  • Nova (Sales Force) enhancements reviews for APAC • Involved in UAT Test for Sales Force, iBook, SAP (LISA) • Required to create Nova templates for APAC Countries Required to create macros in Sales Force based on country request. • Provides business support to Power Users in agencies when requested. • Create Dashboards / Reports for ARO / Agencies to have better visibility on performances. • Coordinate new projects by identifying the needs and execute considering the commercial direction together with local requirements/regulations. • Coordinate projects and ensure close communication with all parties (Centers / Ops / FLO, etc.) during implementation. • Responsible for defining and maintaining CS Processes Review & share the best practice for CS processes for APAC. • Close follow up of CMA CGM process changes with BPM reviews to adjust the processes and documents accordingly. • Validate APL Compliance Process, monitor APL blacklist parties using local system, screen shipments and parties on daily basis using Dow Jones, along make sure OFAC, EU, UN rules are followed accordingly for all shipments on daily basis. • Review and assist Annual KYC requirements regarding Compliance from bank. • Review and share new process to end users globally when there is new instructions regarding Compliance • Developed a method / report to monitor Huawei Shipments which not adopted by HO. • Involved in Compliance Process Migration to India along providing the training. • Involved in vessel incidents / General Average & claims which requires close follow up with ops, claims and agencies to ensure customer is informed accordingly and timely. Process & Project Management Show less



APL

• United States
• Maritime Transportation
• 700 & Above Employee

• • Dec 2015 - Dec 2018

  This position leads a team of Customer Service Representatives to provide services & support to internal & external customers of APL. Making sure all bookings, booking confirmations, and any other services are performed in a timely and accurate manner. Required to oversee the daily operation of the team, assist in problem resolutions, identify improvement opportunities, coach the team, arrange shift schedules to meet countries’ operating requirement, ensure all SLA are met, identify and groom talents in the team.• Provide services & support to internal & external customer of APL• Making sure all bookings in CRM, booking confirmations, and any other services are performed within the agreed turnaround time.• Oversee the daily operation of the team, assist in problem resolutions, identify improvement opportunities, coach the team, arrange shift schedules for 20 users to meet countries’ business hour and requirements to ensure SLA are met.• Oversee issue and process improvement with HO and country and share the best practice / solutions.• Timely monitoring and preparation of KPI reports for Management. • Document related process from time-to-time when required • Analyze areas where SLA / KPI is not met and discuss with CSM for solutions. • Oversee customer services team to ensure high customer satisfaction is achieved at all times by providing efficient and prompt services to customer. • Undertake any jobs assigned by operation manager time to time. • Interview new candidates for various function in center• Involved in Booking System training at Estonia and provide training for all the booking team in center.• Lead RPA (Robotic) project for booking and work closely with IT / Project Team on the gap analysis, requirements gathering and UAT testing. Show less

• • Dec 2014 - Dec 2015

  • Involved in Booking Process Migration from country to Shared Service for India, Sri Lanka, Pakistan & Bangladesh• Ensure sufficient coverage in day-to-day operation and during public holidays.• Assist Assistant Manager in reviewing process and provide solution plus suggestions in day to day operational.• Identify root cause of the issue and improve processes.• Identify areas where standardization is possible across countries.• Analyze areas where SLA is not met and discuss with Assistant Manager and CSM for solutions• Train new onboarding users with the process and requirement which need to be followed.• Support Documentation related process as and when required. • Serve VIP customer/Key Accounts to ensure satisfactory service is provided in a timely and accurate manner.• Coordinate Q2C Project & VAT (Vessel Allocation Table) Project for booking Show less

• • Sep 2011 - Dec 2014

  • Provide helpdesk support and resolve problems to the end user’s satisfaction regarding CCMS.• Monitor and respond quickly and effectively to requests received through the IT helpdesk.• Report issues to the Service Desk for escalation.• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority using Remedy & I-Space• Provide guidance / assistance to user via phone and via email from booking until the operation process.• Provide assistance in Compliance International and Bridger reports regarding all hold booking and deny parties.• Monitor Compliance daily report to ensure no restricted parties or countries are booked based on EU and OFAC rules.• Need to ensure bad accounts / customers are blacklisted in system through CRM and Bridger based on country head or HO request.• Selected & involved for SM project conducted by HO. Show less

• • Apr 2007 - Sep 2011

  • Ensure on a daily and weekly the bl produce with the grace period from the time the bl was captured in Cargo Control Management System (CCMS) are dealt with accordingly.• Responsible for reconciling all the bl’s and charge them accordingly as in the Rating Management System (RMS) and follow up for any discrepancy and investigate and dealt with.• In charge of handling Customer complains via emails and solving in satisfying customer needs and expectation by investing the roots cause of problem and be proactive in ensuring same error never resume back.• Responsible for GFF data entry pertaining to IFS shipments, ocean freight expense costs estimate.• Provide Administrative support to Account Team(s) Update of cost estimates in GFF system.• Timely Input of Vendor Invoices• Responsible to do vessel cleanup for Europe.• Responsible to update and amend code for consignees in order to fax Arrival Notice (a/n) Ensure arrival is faxed to consignee timely.• Ensure update Harmonize System Code (HS code) in BL (Bill of Lading) before the vessel arrive at Discharge port.• Send mail to Europe counterpart and notify about vessel clean up and inform them of any pending issues such as: - Discrepancy on BL, Incomplete container routing, uncoded cap profile, Unreconciled BL (BL type ‘XX).• Push print manifest at Europe countries by local system (CCMS) for the Europe countries counterparts to submit manifest to port custom. Show less

• • Aug 2009 - Apr 2010

  • Responsible for GFF data entry pertaining to IFS shipments, ocean freight expense costs estimates. • Provide Administrative support to Account Team(s)• Update of cost estimates in GFF - Day to day key contact with ocean carriers - Build a multiple carrier product on all major trades with initial focus on Asia/Europe - Manage demand/space protect planning with carriers• Timely Input of Vendor Invoices (PO’s)• Send invoices to customers within the said period• Create files for every shipment satisfying the requirements of clients as well as internal requirements for operations, management measurements and analysis- Ensure cost estimates are promptly entered to system and achieve 97% KPI level and above on weekly basis - Ensure execution according to pre-defined processes, procedures and KPI’s - Deliver agreed service levels to all assigned customers on a day to day basic Show less

• • Jul 2007 - Aug 2009

  • Involved in Documentation work • To do vessel clean up process for all vessel Europe country.• To update and amend code for consignees in order to fax Arrival Notice (a/n). • To fax Arrival Notice to consignees in Europe country. • To update Harmonize System Code (HS code) in BL (Bill of Lading) before the vessel arrive at Discharge port • To send mail to Europe counterpart and notify about vessel clean up and inform them of any pending issues such as :- Discrepancy on BL, Incomplete container routing, uncoded cap profile, Unreconciled BL (BL type ‘XX). • To send mail to Port of Loading/origin to retrieve consignee details such as: - address, telephone and fax number. • To push print manifest at Europe countries by local system (CCMS) in order for the Europe countries counterparts to submit manifest to port custom. • To advice on any penalty charges occurred during the amendment of BL after submitting manifest to custom. • To ensure that, the BL is rated correctly by Raters.• To send mail to Europe countries counterpart about Facsys clean up status (to review the status of Arrival Notice which had been faxed earlier). • To prepare vessel schedule weekly to monitor the vessel’s sailings in order to do vessel clean up process once the vessel sailed from last port of relay. • To follow up the mails send by origin/POL/Consignee regarding BL amendment, cancellation and split BL. • To update KPI data’s from time to time in order to transfer the data’s to APL’s website.• Timely inbound process done within specific timeframe, to met requirement for each countries during cleanup process• Identifying issues during cleanup process, such as cap coding, rating, discrepancies’ and other. Show less