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Customer Service Manager

Irvine, CA
March 05, 2019

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* ****** ** · Irvine, CA ***** · 949-***-**** ·


Dedicated professional with 20+ years of exceptional experience in program management dedicated to organizational growth and profitability. Innovative and decisive business operations manager with deep expertise spanning multiple industries. Extensive experience in business and IT strategy, restructuring, negotiations performance management, and team development. Strong leader with an innate drive to achieve company goals while continuously improving performance and driving results.


Project Management · Continuous Improvement · Strategic Planning · Leadership · Data Analysis · AP / AR

Cost Accounting · Budgeting · Customer Engagement · Change Management · Expense Control · Financial Analysis

International Business · Recruiting · Workforce Planning · Performance Management · Negotiations · Scheduling

Process Improvement · IT Strategy · QA / Testing · Deployment / Migrations · Client Relations · Market Analysis

Inventory Management · Restructuring · Talent Development · Employee Engagement · Logistics · Outsourcing



Head of Program Management · (2015 – 2017)

Led all innovation and re-structuring programs. Managed budgets and ensured quality and efficiency standards were achieved for all projects.

Key Achievements:

Manage and lead 500+ team members and projects managers ensuring completion of all deliverables.

Perform and audit ERP re-architect improving the agile methodology, business operations, cloud enabling and Service Orientated Architecture (SOA).

Assistant Vice President · (2007 – 2015)

Spearheaded comprehensive end-to-end business processes for UASC globally, covering all shipping activity, linking between customer service, commercial operations and financial functions, with a specific focus on client satisfaction, cost control, and best yield management. Managed and audited all business cases ensuring cost control. Extensive knowledge of project management, shipping, logistics and accounting. Safeguarded all trades and agents in 80+ countries worldwide with different culture and different mindset ensuring global standard process to meet principle policy.

Key Achievements:

Conducted detail process mapping for all agents in group workshop Dubai for Middle East, Rotterdam for Europe agents, and finally Port Kelang for Asia agents.

Led the preparation and implementation of a full custom-made ERP system (Integrated Container Carrier System ICCS, which was subsequently named TRUST).

Defined all system requirements, RFPs, managed vendor selection, system design, and process mapping, testing, and conducting roll-out workshops for all agents, to ensure core shipping processes were defined and operational across all types of agents (owned, joint-venture and third-party), including all local deviations, government regulations, and customer and vendor orientations.

Implemented TRUST in single and multi-agency locations including agency local requirements.

oMapped 3 core shipping cycles (Commercial and Customer Service, Container Operations, Shipment Account Activity Cycles), aligned to principle UASC rules and regulations in terms of pricing, contribution and equipment optimization and utilization, vessel operation, and accounting.

Headed vendor management processes guaranteeing excellent relationships with all vendor to ensure quality, time, and cost control expectations were exceeded.


IT Manager · (2000 – 2007)

Led the global ERP shipping and liner solution. Formed global team from Head office trade offices, agencies and vendors. Executed, managed, controlled, monitored all related functions, task and people with different specialization. Planned the roll out of the trust ERP solutions worldwide taking in consideration all local deviation for different trade, agency and countries are plugged in within the ERP solution without interrupting the global process.

Key Achievements:

Based on Mercer consultant recommendation and request to the board and executive management to take over the lead and full responsibility of the global ERP shipping and liner solution.

Conducted many feasibility studies and prepared complete, detailed RFP (required for proposal) and sent RFI (required for invitation) for major software vendor specialized in liner, shipping ERP solutions.

Initiated and selected the nominated vendor based on business functionality, real time integration and ability to deliver solutions within time framed and budget without jeopardizing the quality.

Established 98% activity reporting through implementation of KPIs to measure agent performance.

Implemented state of the art data center enabling connectively across all users with domain share server and recovery backup.

Global Leader Implementation for all Shipping Solutions · (1995 – 2000)

Managed and assist Middle East Region agency. Trained all agents and trade office within Middle East Region on the new tracking and container control system.

Key Achievements:

Implemented Global Contribution analysis for spot rate request worldwide using global cost and global surcharge based on mandatory cost and applicable cost wherever it’s required.

Led the migration of agency systems to meet Y2K solutions.

Conducted feasibility studies and met with vendors to plan for a global solutions.

Migrated a global trucking system from GEISCO (General Electric Information System) to a global tracking and container control system solution hosted in Dubai.

Managed and monitored the developer to develop all EDI from terminal depot to ensure real time container movement update.

Career Note: Additional employment includes Owner with Cutting Board, Systems Manager and Senior Systems Analyst with United Arab Shipping Company, and Senior Systems Analyst with Ministry of Public Health. Additional details available upon request.


Bachelor of Science in Computer Science and Mathematical Statistics

Kuwait University


Board of Director Member

United Arab Agencies (UAE) · (2012-2018)

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