FedEx ExpressCustomer Services Team Leader & Asst to Country Manager
Jul. 1999 - Feb. 2002KuwaitJoined the organization as a Permanent Part-Time Customer Representative, primary responsibilities involved providing shipment information to FedEx customers at the Call Center. Handling packages at the front desk – to ship out as well as delivery at location, ensuring accurate documentation & commodity/ acceptance checks. Was involved in the Y2K Management of Change of processes or emergency system protocols. After being promoted to a full-time position, I was responsible for handling station as well as Customs Petty Cash funds, requiring focused management and processing. Shortly, was promoted to being Assistant to the Country Manager – managing HR processes – periodic salary increases, disciplinary notes of concern, and other sensitive documentation – working closely with the HR Department in Dubai. Was solely responsible for managing Customer Documentation and credit note generation for the Kuwait Station. Closely worked with the Senior Manager and his team with generating Daily, Weekly & Monthly Reports. Played a key role in developing a streamlined and efficient Customs Clearance Process by liasisng with the in-house clearance team, the Dubai logistics management and the Kuwait Customs Officials. Supervised and cross-checked the daily manifest log & shipments for inaccuracies & quick resolution with the Dubai Invoicing team. Coordinated operational feasibility with the couriers and customers. Helped to supervise the Customer Service team and activities on daily basis – including call management. Exclusively handled all customer complaints, feedback and resolution.