Experience

Hutchison Ports Ajman

• United Arab Emirates
• 1 - 100 Employee

• Assistant Manager Customer Services

  • Jan 2023 - Present



Hutchison Ajman International Terminals Ltd – FZE

• Ajman, United Arab Emirates

• Customer Service Officer

  • Apr 2018 - Dec 2022

  EXIM Clearance Operations • Lead and manage the Premium Customer Service team and supervise activities for export & import (EXIM) for customers in the food & beverage (F&B) industry. • Plan and supervise all EXIM activities ensuring on time completion adhering to applicable policies and procedures of UAE government, Ajman Customs and Ajman Municipality. • Collaborate with officials of Ajman Customs and Ajman Municipality facilitating on time completion of customer requirements related to import and/or export of F&B shipments. • Work closely with Ajman Customs and Municipality in addressing and resolving customer concerns/issues. Customer Service • Provide required guidance to customers on the current policies and procedures related to port operations/customs clearance and monitor compliance. • Maintain robust relations with customers, ensuring delivery of high standards of service levels ensuring customer satisfaction and retention. • Proactively identify and deal with clearance related issues to provide prompt resolution and close-out of escalated issues for consistently meeting/exceeding customer expectations. • Liaise and coordinate with managements of client organizations, map requirements and provide cost effective solutions. • Support business development by identifying opportunities across client business and participate in generation of leads and conversion to deals. Process Improvement and Staff Development • Participate in improving processes, policies and procedures to enhance operational efficiencies and lead to improve customer experience. • Review performance data and provide strategic inputs for improvement in operational efficiency, productivity and customer satisfaction. • Supervise the team, assign tasks and provide guidance for enhancing overall team efficiency, productivity and outcomes • Evaluate staff performance and support the management in addressing development needs. Show less



Hutchison Ajman International Terminals Ltd – FZE

• Ajman, United Arab Emirates

• Executive – Documentation & Customer Support

  • Aug 2014 - Mar 2018

  • Managed all aspects of documentation for customs clearance including processing of bills of entry (BOE) of various types, verifying BOE details, approving charges and coordinating with customs for smooth clearance. • Led the implementaion of the company’s New Generation Terminal Management System (nGen) in Ajman in coordination with HPH Hong Kong • Coordinated with the Enjaz team for implementing the Customs E-services Portal (Enjaz). • Initiated and worked with the IT department for implementation of a tracking system for providing instant updates on the status of clearance to customers. • Monitored and ensured consistent delivery of service meeting time lines and quality standards to maintain high customer satisfaction Show less



Mass Cargoways

• Chennai, Tamil Nadu, India

• Operations Coordinator – Customs House Agent (CHA)

  • Jan 2014 - Jul 2014

  • Prepared documents – bills of lading & shipping bill – for export shipments, coordinated with CFS for arranging containers for Customs/health inspection, liaised with Customs for document approval and inspection of containers. • Coordinated with customers facilitating on time delivery of shipments as per operational requirements. • Prepared documents – bills of lading & shipping bill – for export shipments, coordinated with CFS for arranging containers for Customs/health inspection, liaised with Customs for document approval and inspection of containers. • Coordinated with customers facilitating on time delivery of shipments as per operational requirements.