Alphonsa Abraham

Phone Number: +1-630-***-****

Email: adzt3w@r.postjobfree.com

Knowledge of CS Processes & systems. Develops relationships with allocated Named Customer Accounts by providing consistent high quality service that is timely, thorough, and responsive to meet & exceed client’s expectations. Accepts orders (from customers or overseas offices) & processes shipments. Proactively informs customers on shipment status, (track & trace), exceptions provides intermediate updates on incident solution. Accustomed to working in fast-paced environments with the ability to think quickly & successfully handle difficult clients & can work under pressure.

Supervise the Customer Service team by providing direction, motivation and training team members to meet established performance goals. Handled escalated customer service center depot issues and provides solutions. Monitor performance and productivity and provide regular coaching for team members. Evaluate the team’s performance tracking reports, identify trends and implement improvement techniques. Monitor monthly productivity for accuracy and completeness. In collaboration with the Customer Service Manager, provide ongoing development to team members. Monitor department performance on key performance indicators and communicate progress to management. Monitor weekly inquiries for trends; provide staffing recommendations to management.

Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles. Assess training needs and new hire training on department processes and procedures. Managed day-to-day operational activities, establishing priorities, monitoring sub-ordinates and trouble shooting. Conducted brain storming sessions to develop solutions for improving services. Welcomed constructive criticism from customers and employees for system improvements. Team leader with ability to create positive working environment that uplifts (staff) spirits.

Substantial experience & outstanding skills in Sales & Marketing /Business development ensuring high post-sales satisfaction facilitating positive long-term relationships and high potential for repeat business with customers & participates in joint sales visits if necessary. Performs up and cross selling In/out bound calls for existing customers & passes on sales leads to the sales & marketing team. Develop and maintain strong working relationships with the team, collaborate with other employees to reach sales goals

Superior interpersonal Customer Service supervisory skills, extremely versatile, forward thinking, goal oriented, and capable team leader with a natural affinity for leading.

Work History

•(1) A-LINK FREIGHT /SANTOVA LOGISTICS - ITASCA IL 60143.

•Year 25 March – till date

•Position – International Operations & Account Manager

Duties and Responsibilities

Develop a value-based relationship with each client, resulting in maximum utilization of service offerings.

Develops and enhances strategic business partnerships by fully engaging and building trust with the clients' key decision makers to drive client retention.

Identifying and pursuing new business opportunities with key clients & implementation & onboarding.

Conducting regular business reviews with key clients to ensure customer satisfaction and identify areas for improvement.

Collaborating with operations departments within the company to ensure seamless service delivery to key clients

Providing sales reports to management & partaking sales campaigns.

Managing client contracts pricing & ensuring compliance with relevant laws and regulations.

Own overall relationship with assigned clients, which includes managing on-boarding, implementation, ensuring retention, and high levels of customer satisfactions.

Improve efficiency of accounts and optimize existing processes.

Bring new ideas to the table about how we can better serve our clients.

Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals.

Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.

Establish a trusted and strategic advisor relationship to help drive continued value of our services.

Maintain existing customer success metrics and data as directed.

Regions handled UK/Australia/Far East /Middle East & governing US regions.

•(2) SEKO LOGISTICS, ELK GROVE VILLAGE, CHICAGO IL 60177

•Year 27 S eptember 2021 – 05 March 2023

•Position - Ocean & Air Export International Operations Supervisor & Strategic Account Manager.

Scope of Responsibility :

•Supervise staff & manage Operations for the Ocean Export Department & handling Key Accounts .

•Manage & develop efficient & effective flow of work to attain optimum efficiency & productivity of the OE department, a Team player & Team builder.

•Able to perform essential duties of this position without posing a direct threat to health or safety of self or others.

•Review network queries’ & delegating to the enquiry to the quote team & once biz is awarded delegates to the team for necessary action & on forwarding.

•When new accounts on board reviews the IOP/SOP along with the sales team to understand the client`s requirement & disseminate to the team to comply to the process when shipment materializes. Provide support for current & new employee training, developing & mentoring staff.

•Maximize opportunities to improve customer service. Motivate team members to achieve the company & departmental goals.

•Effectively managing a team successfully navigating client relations managing multiple priorities & being adaptable & multi-tasking encouraging the team as well for Multitasking. Responsible for the management of workload within the team & arrange back up`s when on PTO.

•Ensure the team processes files per the company standards, Overseeing Revenue on files, & ensures Kpi`s are met.

•Highly organized able to prioritize sense of urgency where appropriate. Excellent creative Problem solving & Analytical skills.

•To ensure the movement of freight out of the country in accordance with organizational policy & procedure & to comply with relevant local,country & international law and processes.

•Good organization skills with Cargo wise/MS Applications, Teams & 8*8.

•Able to interact positively, effectively with co-worker`s, Sub-ordinates & Managers.

•Demonstrate Leadership people & Process Management skills.

•Maintains 100% compliance with Export Laws regulations & Company standards.

•

(3) DHL GLOBAL FORWARDING CHICAGO IL 60188 Year May 2015 – 23 September 2021 Position - Corporate Logistics .

•Promoted to supply chain specialist implementation–Key Accounts

Scope of Responsibility : Handling LCL/FCL & Consolidation Exports from A-Z for major Accounts. Handled Project shipments for Caterpillar/Progress Rail (OT/BB/Flat Racks/20/40/40HC/Reefer) & Customer implementation (SOP) for Named Accounts based on Customer/destination requirements.

Creates & confirms transport order to ensure pickup of the shipment at origin. Performs booking & booking optimization according to internal guidelines as defined by Product. Prepares, controls and distributes all required Export documents to counterparts (carrier, consignee, supplier, etc.) complying with regulations & internal procedures.

Checks responses from counterparts and finalizes validation of required documents. Follows-up shipment status in the Export area, identifies incidents and ensures resolution of incidents.

Supports Customer Service in the incident & exception management resolution.

Maintains excellent relationships with suppliers. Is responsible for identifying performance issues of suppliers and proposes solutions to improve/correct performance.

Interacts with Customer Service, Product, and Global Service Centers, if required.

Monitor and manage Customer Complaints & Operational Irregularities as needed.

Performs IT systems related tasks to provide up to date information on shipment.

Oversees the implementation of new business and ensure execution. Collaborate with internal customers (Customs Brokerage, Handling) for seamless customer service & improve process flows. OFR Export payables review & file auditing for operational excellence ensures customer satisfaction and customer inquiries are reviewed.

•(4) ASIG BBA Aviation Chicago O Hare International Airport .

•Year : 05/2014 –05/20/2015

•Position: Passenger Service Agent/Gate Lead.

(5) GATE GOURMET – Chicago – Illinois

•Year : 10 /2013 to 02/2014

(6) Allegiance Shipping Pvt Ltd –Chennai India

•Year : 05/2007 to 08/2013.

•Position: Supervisor

•(7) DHL DANZAS Dubai – UAE.

•Year : 04/1997 to 04/2007.

•Position : Supervisor /Key Account Manager

(8) Blueport Marine Services Sharjah – UAE.

•Year : 05/1995 to 06/1996

•Position : Executive Secretary /Supervisor

(9) American President Lines Dubai – UAE.

•Year : 09/1994 to 11/1994

•Position : Executive Secretary /Supervisor

(10) American President Lines Madras - India.

•Year : 08/1991 to 08/1992

•Position : Executive Secretary /Supervisor

(11) Chokhani International Madras – India –Collaboration Keppel Singapore .

•Year : 01/1986 to 08/1991

•Position : Executive Secretary /Supervisor

Education :

Bachelor of Arts - BA English Literature - Madras University.

High School Diploma - St. Ursula's Anglo Indian Girls Higher Sec. School.

Certifications :

•Diploma In IATA /Reservations & Ticketing. Diploma in NCFF /FIATA

•NCFF/FIATA Attitude & Yes Management

•CIF Training / DG Hazardous Goods

•Super User Cargo wise.

•CIF/WBT Anti corruption /Timestamps/Customer Complaints training/Code of Conduct/FTR AES regulations /Third Party Due Diligence /Ocean Logis /Intra/ Ratewave/Cargo wise.

•Cargosphere Red NA Global

• Languages : English, Hindi, Tamil, Malayalam, Arabic.

Dear Sir, Madam,

With 27 + years in the industry along with a well versed overall knowledge of the Business in Management & Operations underneath my belt, I am confident I would be able to excel in this position.

In addition with a great deal of knowledge in freight forwarding industry holding many major roles as Sales & Marketing, Key Account Manager, Ocean Export Customer Program Specialist & Supervisory & inland operations along with (import/documentation/intermodal /vessel & rail reconciliation) as a plus, I find myself to be a great asset and promising candidate for the International Manager / Export Supervisor (KAM /IAM).

As I have accomplished in the past with DHL Global Forwarding & SEKO Logistics, A-Link Freight – Santova Logistics, I am confident my methods will help Increase Ocean Freight revenue and reduce margin for operational irregularities, in addition creating a more paperless environment for the team under my supervision, along with E-mail organizing and Task prioritizing to bring in a smooth flow of Ocean Export operations.

I am proud to say I have had the pleasure of working with many professionals in the field of Logistics (international trade and transport) which has helped me over the years to gain a variety of Experience in multiple fields within the industry. Moreover a great deal of influence that I can rely on if and when needed.

If required, I am more than happy to present referral letters to you from management level executives, for verifications purposes.

With the above been said, it would be my greatest pleasure to get an opportunity to work with your esteemed organization & prove my abilities.

Thank you for your Time,

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