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Work Background
EZ Move Shipping Services Operations & Customer Service Manager
Jul. 2021 - Jan. 2025Dubai, United Arab Emirates- Oversaw daily operations, ensuring efficiency and adherence to company policies and procedures
- Managed a team of 12 employees, providing training, development and performance evaluations
- Implemented process improvements to increase productivity and reduce costs - Conducted regular inventory audits, to maintain optimal stick levels and prevent overstocking
- Collaborated with other departments to align operations with overall business objectives
- Monitored key performance indicators and produced reports for senior management review
- Handled customer inquiries and resolved issues to maintain high satisfaction levels - Developed and managed the operations budget controlling expenses to meet financial targets
- Negotiated with suppliers and vendors to secure the best prices and terms for goods and services
Fusions Specialized Shipping & Logistics Co.Customer Service & Operations Coordinator
Jan. 2019 - Jun. 2021Dubai, United Arab Emirates- Lead and oversee customer service and operational activities, ensuring efficient processes and high customer satisfaction
- Drive sales and business development efforts, contributing to the growth and expansion of the business
- Assess departmental performance and implement strategic improvements to enhance efficiency and effectiveness
- Address and resolve business inquiries from customers and team members promptly and effectively
- Manage staffing levels and adjustments to maximize productivity and resource utilization
- Identify and recommend cost-reduction strategies while maintaining high standards of productivity and quality - Oversee business accounting processes to ensure accuracy, compliance, and financial integrity
Santa Fe RelocationMove Manager
Mar. 2018 - Dec. 2018Dubai, United Arab Emirates- Serve as the primary point of contact for key accounts, ensuring strong client relationships and satisfaction.
- Manage and coordinate confirmed jobs, ensuring timely and efficient execution.
- Arrange and oversee shipping logistics with freight forwarders to ensure smooth transportation processes.
- Follow up with clients and the Operations team to address and resolve any concerns promptly.
- Raise invoices and manage the collection of payments from clients, ensuring financial accuracy and timeliness.
- Ensure thorough documentation of all communications with clients, freight forwarders, and internal teams.
Santa Fe RelocationTeam Leader for Sales Support & Salesforce CORE Leader
Sep. 2016 - Feb. 2018Dubai, United Arab Emirates- Oversee daily operations of the team, ensuring that targets and objectives are consistently met
- Motivate and guide team members to achieve key performance indicators (KPIs) and maintain high performance levels
- Address and resolve Salesforce CORE issues, and communicate necessary enhancements to the development team for continuous improvement
Santa Fe RelocationSales Support Coordinator
Jan. 2015 - Aug. 2016Dubai, United Arab Emirates- Create, cost, and prepare tender documents to support business proposals
- Secure competitive rates and prepare detailed quotations for prospective clients
- Act as the primary contact for receiving and qualifying sales leads to ensure potential opportunities are pursued
- Arrange and manage the schedules for move consultants' surveys, optimizing efficiency and client service
Manulife IT Delivery Center Asia Inc.North American Information Technology Help Desk Support
Oct. 2011 - Sep. 2013Quezon City, National Capital Region, Philippines- Log and monitor support requests to ensure timely and efficient resolution
- Troubleshoot and resolve technical issues, maintaining high service levels - Install, configure software, and apply necessary patches to keep systems up-to-date and secure
- Escalate complex issues to the appropriate team for specialized resolution
TeleTechTechnical Support Specialist
Oct. 2005 - Oct. 2011Quezon City, National Capital Region, Philippines- Arrange appointments with field technicians to ensure timely service delivery
- Liaise with various departments to facilitate efficient technician dispatch
- Provide subscribers with accurate information regarding billing and Service Ready Dates - Assist subscribers with router configuration and troubleshoot internet connection issues to ensure seamless connectivity
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