Experience

PRISM - Supply chain Management

• France
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Regional Control Tower Account Lead

  • Jul 2022 - Present

  Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia



Aramex

• United Arab Emirates
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Customer Service Supervisor

  • Oct 2014 - Jul 2022

  Malaysia - Provides direction to the Customer Service Division by assigning, directing and reviewing work of staff. - Supervisory duties include training, writing, conducting performance appraisals. -Handling shipping requirements, documents, arrangements worldwide (managerial task). - Prioritize, assign, evaluate and supervise the work of all Customer Service Representatives. Provides coaching and guidance for performance improvement and development; directs and oversees the training of new… Show more - Provides direction to the Customer Service Division by assigning, directing and reviewing work of staff. - Supervisory duties include training, writing, conducting performance appraisals. -Handling shipping requirements, documents, arrangements worldwide (managerial task). - Prioritize, assign, evaluate and supervise the work of all Customer Service Representatives. Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives. -Assumes difficult and specialized customer relation situations, involving upset and dissatisfied customers and requiring sensitivity and sound judgment, acts to resolve complaints where appropriate, receives and responds to correspondence and telephone calls, providing information and handling issues, request and complaints. - Providing daily & weekly reports on shipments sent by customers to various countries (depending on request) – Excel report. - Preparing outstanding report for backend customer service, monitor to ensure they clear within the SLA. - Handling requirement based on countries – such as clearance requirement, handling duty & tax breakdown, percentage based on HS code. - Preparing performance presentation, review and report for review meeting. - Monitoring email replies, delivery performance for each customer within SLA. - Training staffs on handling complaint emails, tracking system, placing supplies order, export reports on delivered and undelivered shipments. - Preparing reports (PowerPoints & Excel) for monthly and yearly performance review. - Weekly meeting, review or debrief with my subordinate, conduct coaching session if the subordinate not meeting criteria/performing. - Develop and implement work standards. - Plan and organize work to meet changing priorities and deadlines. -Analyze and resolve complex customer service problems. - Exercise independent judgment and initiative Show less