MOHAMMED RAFEEQ

Operational Highlights: Provide leadership to Customer Service and Operations team, engage customers to develop strong and lasting ties, Build trust and thereby maintaining high customer satisfaction levels. Establish communication with internal and external stakeholders, Risk management through continuous and strict process adherence, containment of claims and implementation of loss prevention measures. Job Responsibilities:  Provide on time information to customers queries in regards to Air and Ocean freight, send quotations & constantly follow up to finalize the business, further assist with booking, ensure efficient customer service until the cargo reaches the final destination safely.  To book the consignment and file the shipping instructions based upon the Bill of Lading (B/L) draft received from the shipping line.  Actively handling of key customer bookings, closely monitoring shipping status and update the customers in order to meet their expectations.  Pre-Alert to be sent to the customer prior to the arrival of vessel and prepare freight certificate.  Pre-Alert to be sent to Clearing House Agent (CHA) to checklist  Collect the Original Bill of Lading (OBL) from the customer and issue the Delivery Order (DO).  Ensure billing processed as per Turnaround Time (TAT) and ensure payment terms are adhered to as per credit policy.  Proactively pitch up selling, cross selling services with all internal and external stakeholders.  Generating daily, weekly and monthly operations report for management planning and decision making process.

Job Responsibilities:  Plan and manage daily manpower, ensure the consignments are picked up and delivered as per the assigned schedule.  Controlling operations management with attention to effective costing and utilizing the existing resources to increase the productivity and Service performance.  Accessible for Middle East Road Network (MERN) trailers, road network from Jebel Ali team for full and less truck load.  Sorting out the INBOUND shipment for EXPRESS van & arranging the deliveries.  Act as mediator between Public Relation Officer (PRO) and the customer to complete the clearance formalities.  Aware of Security check, physical and systematic check of bagging and warehouse operations  Conduct Pre-Shift meetings with Couriers and De-Briefs end of working hours.  Determine work procedures, prepares work schedules, and expedite workflow.  Consolidations of Daily, Weekly & Monthly reports for Inbound & Outbound Failures shipments and forwarding the same to Head office - Operations.

Operational Highlights:  Handled Service Quality & Customer Service, for 125 associate countries spread over Asia, Middle East and Africa.  Handled Inbound & Outbound Cash flow and settling with Accounts Team.  Reviewing and evaluating monthly KPIs (Key Performance Indicators) and providing the proper training and development programs to develop team members.  Developing management information system (MIS) Report to maintain high levels of service and to meet company set standards and goals.  Manage and solve all escalations within KPI parameters and service level agreements.  Assist in handling mails of Customer Service T/L in his absence, Job Responsibilities:  Maintain & providing information regarding the target decided by management escalation reporting  Insurance Coordinator for the Associate Location & Preparing Customer Service related reports.  Follow up on outstanding consignments for countries without system to ensure cases are closed within stipulated time.