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Customer Service Manager

Dubai, Emirate of Dubai, United Arab Emirates
December 25, 2019

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14+ years of global expertise in managing husbanding / shipping operations in both Commercial and Defence sectors delivering exceptional customer service. A seasoned professional with 14+ years of experience in a fast-paced shipping industry delivering exceptional customer service and operations management. In-depth knowledge of shipping operations both for Commercial Marine and Naval clients including knowledge of Port operations & Regulations, Import-export operations (Air & Sea), naval husbanding requirements, Crew and Spares movements, procurement and warehousing & distribution. Experience spans across 65+ ports in 17+ countries in 5 continents.

Operations management

Management reporting

Strong ethics and

Interpersonal skills

Customer relationship


Strong analytical and

diagnostic skills

Global logistics

Time Management

Team Player

Inchcape Shipping Services (Dubai) LLC Sep 2012 to Sep 2019 Inchcape Shipping Services is one of the largest maritime services providers, with some 300 offices in 68 countries and a team of over 3,000 professional and committed staff.

Positions held:

Operations Executive and Procurement Co-ordinator

Key Result Areas:

Operations: Prompt attendance to Logistics Requirement (LOGREQ) requests from client and all operational emails till the conclusion of the port call. Relevant operational advice to the vessel to ensure a smooth call.

Process Improvements: Prepare/ update Work instructions for various clients and distribution to local offices to ensure all offices deliver a seamless service within the contract.

Financial: Preparing & submitting accurate cost estimates for ships. Provide recommendations for cost-saving measures, where appropriate.

Office and Subagents: Coordinating with various offices, regionally & globally, for vessel requirements.

Ship Spares: Receipt & Dispatch, Clearances, Customs documentation, Transportation.

Crew assistance: Visas, Meet & Assist, hotel & ticket bookings, transportation, medical assistance.

Fuel & provisions: Obtained and reviewed quotations, provided recommendation to ships and arranged delivery.

Vendor Management: Timely arrangement of ship requested services by liaising closely with vendors.

Procurement: Identifying and vetting potential suppliers for various contracts. Closely liaise with the contracts department in reviewing quotations, technical documentation, negotiations and approvals. Maintained an up-to-date database of approved vendors and carried out annual review of vendors.

LPO: Issuing LPO to the vendors and co-ordinating upto final delivier’s

Port Authorities: Handled port clearances, berth allocation, update data in port systems and liaison with harbour master for arranging berthing services for vessels.

Management Reporting: Weekly, monthly, quarterly and annual reporting of vessel calls (contractual and in-house) and ad-hoc management reporting enabling effective executive decisions.

Documentation & Recordkeeping: Meticulous and update record keeping ensured successful conclusion of internal and external audits (Management and ISO audits).









Logistics - Coordinated with staff regarding relocation and transportation arrangements. Prepared documentation and coordinated transport of resources and materials. Marked and labeled freight; documented, verified, and inventoried cargo; and prepared and submitted report documentation. Maintained accurate records and managed office correspondence.

Shipping: Taking the rates from the shipping lines & forwards.

Quotation submitting to the management.

Booking the shipment with the shipping liners & arranging the logistics part as per request.

Booking the shipment with DHL as per request from the client

Handling all type of shipment (SEA, Air, Land transport, Logistics).

Weekly reporting to customer for requests and orders received as required. Monthly reporting to Manager on handled and cost savings achieved for the month as required

Caravel Logistics Middle East LLC, Dubai

Nov 2008 to Aug 2012

Caravel provides a ONE STOP RELIABLE LOGISTICS SOLUTION combining Container Carrier, trucking, freight forwarding, vessel ownership & service, domestic logistics and 3 PL. Caravel has offices in the Middle East, Africa and Asia. Positions held:

Sr.Customer Service Executive

Key Result Areas:

Managed: Managed and assisted with working team and achieved. Responsible for control of data management for all of the customer profiles for our client Ingredion. Manage all client shipments which includes providing additional logistics support at the interface between the trucking company and the carrier to ensure no shipments miss the port cut or are rejected because of inaccurate information, resulting in the fastest possible transit time and no demurrage ensuring the lowest cost

Operations & Logistics: Prepared freight memos and issued invoices. Logistics coordination regarding relocation and transportation arrangements for resources and materials. Correctly marked, labelled and documented freight, verified and inventoried cargo; and submitted documentation report. Selected shipment routes, based on nature of goods shipped, transit times, or security needs.

Sales: Identify new clients, generating business from existing Clients, leading

& mentoring the sales team and guide them to achieve targets

Sales & Administration: Effectively handled local & international client inquiries (including upsells to existing clients), prepared quotations and coordinated with sales team in ensuring all sales/marketing information was communicated efficiently based on current company guidelines. Managed appointments with clients for the sales team.

Documentation: Handling various types of shipments (including cross trading shipments with overseas agents. Expertise in handling – Sea Freight (Import, Export, Logistics & Documentation) and Air Freight

(Import/Export/CrossTrade) and LCL Shipments.

Handled Project: Works with project management (Break Bulk, other Projects)

Customer Service: Kept in regular communication with client to follow up on service quality, handle general inquiries & complaints, and effective resolving ensuring quality standard of customer satisfaction. Communicating directly with Shippers and Consignees, Warehouse manager and keeping the record of the inventory.

Quality: Work well and get along with others in a diverse work environment of both clients and business associates, ensuring the highest quality of services possible.






Globe Star Marine Shipping LLC, Dubai Apr 2005 to Oct 2008 Positions held:

Secretary/Customer Service

Key Result Areas:

Operations: Receipt of import files, issuing Delivery Orders (DO’s), manifesting the records to Dubai Trade, import documentation clearance and coordinating with Shipping lines. Keep updated records for management reporting.

Secretarial: Handling Manager’s calendar and all travel arrangements. Bachelor of Arts (B.A) from Bangalore University

Diploma in Computer Application and Graphics

Proficient user of MS Office packages, including outlook. QHSSE Trainings: Health & Safety Training of Containers Fundamental of Shipping ISS Break-bulk &

Container Vessels

Other Training: Computer & Diploma Applications

Computer in Visual Basic (APTEC Education)


Windows 2000 and XP professional.

MS Word, MS Excel & MS PowerPoint

E-Mail and Internet

Personal Details

Date of Birth July 19, 1978

Nationality Indian

Marital Status Married

Religion Islam

Languages Known English, Urdu, Hindi and Tamil

Visa Status Valid Residence Visa


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