Baker Bamadhan Email & Phone Number

Saudi Arabia

Jeddah, Makkah, Saudi Arabia

• Building and maintaining strong, long-lasting customer relationships• Develop new business with existing clients and/or identify areas of improvement to meet targeted revenue increase• Forecast and track key account metrics (e.g. quarterly container volume results and annual forecasts)• Initiate smart solution to help the company to tab into new opportunities, empowering automation and digitization• Overseeing customer account management, including negotiating contracts and… Show more • Building and maintaining strong, long-lasting customer relationships• Develop new business with existing clients and/or identify areas of improvement to meet targeted revenue increase• Forecast and track key account metrics (e.g. quarterly container volume results and annual forecasts)• Initiate smart solution to help the company to tab into new opportunities, empowering automation and digitization• Overseeing customer account management, including negotiating contracts and agreements to maximize profit • Serve as the direct point of contact with assigned clients to ensure prompt and accurate service to exceed client expectations.• Managing clients’ needs, including overseeing all operational and account management tasks throughout the lifecycle of any engagement.• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsorsStrategy Management- Develop, implement, and oversee strategic plans aligned with company objectives.- Conduct comprehensive market research to pinpoint growth opportunities.- Collaborate seamlessly with cross-functional teams to propel strategic initiatives.Customer Service • Improve customer service experience, create engaged customers and facilitate organic growth• Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.• Keep accurate records and document customer service actions and discussions.• Maintain close communication with agents, freight forwarders, custom clearance agents to understand future trends and customer requirements• Maintain relationships with existing key customers to ensure on going satisfaction and maximize business potential• Receive, respond, and follow up on enquiries to ensure maximum conversion to business• Review and update all business processes and procedures commercial related, ensure they are aligned and meet the Audit standards. Show less

Jeddah, Makkah, Saudi Arabia

Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.Strategizing and monitoring the daily activities of customer service operations, including preparing of customer service team duty rosters, scheduling annual leave for staff etc.Assisting customer service staff with duties where required.Investigating and solving complaints received from customers.Monitoring and authenticating claims and refund requests… Show more Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback.Strategizing and monitoring the daily activities of customer service operations, including preparing of customer service team duty rosters, scheduling annual leave for staff etc.Assisting customer service staff with duties where required.Investigating and solving complaints received from customers.Monitoring and authenticating claims and refund requests received from customers.Monitoring the contact centre performance and providing regular feedback to improve performanceLiaise and engage with Port Authority (Mawani) customer support team to provide timely response to tickets assigned through Ministry of Transport (MOT) CRM portal.Training staff in areas of customer service functions and company policies and familiarizing them with DPW digital platforms.Assisting with the development and implementation of service policies and explaining these to staff and customers.Maintaining documentation pertaining to customer service department activities and discussions.Developing customer satisfaction goals and coordinating with the team to meet them on a regular basis.Preparing reports and dashboards to present Customer Services KPIs to management.Work cross functionally within the company to communicate with all stakeholders to achieve customer’s success.Think strategic, build trust, provide advice, and deliver uncompromising solutions to customers.Create and maintain strong relationships with customers and or other key stakeholders to better understand and achieve their needsMake regular visits to customers or assigned accounts to improve customer engagements.Record all leads generated and other issues and opportunities identified in CRMEnsure cases opened in CRM closed within the agreed Turnaround time and KPIsDevelop corrective and preventive actions out of the cases recorded and close all action within the target timeline. Show less

Jeddah, Makkah, Saudi Arabia

• Responsibilities:• Managed customer claims, monitored and reviewed relevant documents and negotiated the settlement to ensure a fair and prompt payout to customers• Built an internal network to facilitate the transfer of shipment related info in order to meet the requirements• Released the claims to the insurance company and recommended further course of action on those claims to fulfill the requirements of customer service agreements • Ensured complete and sound claim… Show more • Responsibilities:• Managed customer claims, monitored and reviewed relevant documents and negotiated the settlement to ensure a fair and prompt payout to customers• Built an internal network to facilitate the transfer of shipment related info in order to meet the requirements• Released the claims to the insurance company and recommended further course of action on those claims to fulfill the requirements of customer service agreements • Ensured complete and sound claim settlements, legal reviews and investigations in accordance with company policies and procedures• Managed and reviewed customer requests & claims, and generated reports to ensure availability of data for analysis• Developed reports on customer services and claims aimed at improving performance of the claims section • Accurately documented each claim for easy access to team and proper issuing of payment authorization to clients.• Maintained best practice across the team to maintain the highest level of standards for service delivery.• Track Customer Service KPI & SLA performance.• Satisfactions surveys & NPS. Show less

•Responsible for handling Air Express shipments from pick up to Delivery.• Responsible for Handle shipment Import Ex-Work shipments from pick up to Delivery.• Follow up with Forwarders for AWB and ETA.• Work with others in commercial and operations teams .• Apply for DGR and OK2FWD in DG and TC shipments.• Communicate with the other stations regarding update the status of the shipment tracking, missingcargo, or documents customer information.• Handling the Key… Show more •Responsible for handling Air Express shipments from pick up to Delivery.• Responsible for Handle shipment Import Ex-Work shipments from pick up to Delivery.• Follow up with Forwarders for AWB and ETA.• Work with others in commercial and operations teams .• Apply for DGR and OK2FWD in DG and TC shipments.• Communicate with the other stations regarding update the status of the shipment tracking, missingcargo, or documents customer information.• Handling the Key client/ customer cases via CRM for tracking and closing.• Providing the CAPA report to the customer within agreed time. Show less

Jeddah, Makkah, Saudi Arabia

Focuses sales efforts by studying existing and potential volume of dealers.• Manage and maintain inventory to operating levels to avoid supply.• Serves customers by selling products and meeting customer needs.• Responsible for tracking, receiving, and stocking all items ordered.• Ensure materials are appropriately stored

Jeddah, Makkah, Saudi Arabia

Master Control In Supply Chain Management

Professional Diploma In Cx, Customer Experience

Bachelor Of Business Administration - Bba, Business Administration