Md. Salah Uddin Email & Phone Number

Dhaka, Bangladesh

• Working in the managing role of Customer Service Department and playing the salient part for process improvement, quality services, customer satisfaction, change management, risk management, diversification, digitalization, claims defense, etc. • Organizing the service issues and time efficient deliverances in all the locations in Bangladesh (Dhaka, Chattogram & Mongla/Khulna) including the resolutions of customers’ every shipping need in both import and export. • Coordinate with the concerned teams for local customs manifest filing issues and overseas manifest filing issues in the due process and time for smooth manifestation of both import and export shipments. • Educated and motivated the teams to a uniformity to handle customer’s business necessity and complaints that made an effective atmosphere for business retention and enhancement.• Spent substantial time to boost up the service centers for changing their working pattern to the excellence to give the desired services and solutions to the customers.• Corresponding with Customers to solve the problems and earned customer’s satisfaction in highest percentage that exceeded the country target.• Managing all the problems and difficult issues at home and abroad by interacting with all the concerned groups and giving quickest solutions to the customers to meet the documentation deadline and vessel loading deadline.• Working to align global practices with Bangladesh context to continue the business wheels with necessary mechanism, internal process improvement, legal protection, and risk mitigation.• Working to adapt all the shipping need of customers by following the due processes and rules of the lands (Load-Port and Delivery Port).• Managed all claims and legal issues to the favour of organization by producing the proper evidence and documents. Logically refused all claims without requiring claim settlement.

Dhaka, Bangladesh

• Worked as the Head of Customer Service & Documentation and efficiently managed both import and export arenas with claim & legal issues.• Played key roles to onboard APL’s Customer Service and Documentation to CMA CGM’s new system and platform.• Took various trainings for operating the new processes in APL that inline to CMA CGM Group’s structure & method and made the CS & DOC Team fully fit for operating the new system of CMA CGM in APL.• Educated the customers at Home and Abroad on APL’s new process after on boarded to CMA CGM.• Motivated and boosted the entire APL teams (Export and Import) under Customer Care (CS, DOC & Counters) at Dhaka, Chittagong and Mongla/Khulna to adapt with the values, manner, strategies, compliance, etc. of the new Employer “CMA CGM Group” in order to ensure the best speed, spirit & services delivery.• Kept going the business development and revenue increase for both Export and Import Shipments. Enhanced the local revenues and played key role for the incremental volume/ shipments. • Played significant role with management’s plan and strategies to grow the business with service reputation and target revenues.• Met the target KPI and exceeded that counted Bangladesh location as effective and successful.• Built-up the team with individual excellent capacity of all the team members in all locations of Bangladesh that had created a conquest business atmosphere with highest customer satisfactions.• Created the effective team bonding amongst the team members with positive thinking, optimistic approaches, problem solving ability and balancing of works with their family life.• Aligned with the local rules and company’s compliance issues by managing and convincing customers to be concurrent with the required processes and rules.

Dhaka, Bangladesh

• Successfully developed E-Commerce issues and customers submitted their Booking, VGM, Shipping Instruction (SI), Amendment requests, etc. through online/EDI in 100% cases. Customers got the opportunity to collect all required information through the global website/local website of APL. • Assisted Corporate Teams & GSSC on improving the KPI and extended full support to the new development projects for services enhancement and facilities.• Encouraged talent development and inspired the talents to bring them in the front line leading for the betterment of organization with a knowledgeable effective team.• Operated the management related issues and involved with business development, revenue enhancement, process improvement, etc. • Handled the assignments from the Country Head/Managing Director & HO Management.• Shared ideas with Corporate Management for business and revenue enhancement.• Met all the KPI and exceeded that ranked Bangladesh in the top in the Global Dashboard for Customer Service and Documentation.• Built a special team with sharp & technical knowledges to support the team members and customers at any adverse situation to avoid delay, penalties, and extra costs.• Developed each and every team member of Export and Import with proper counselling, training and knowledge testing, and made the whole teams interactive and proactive in all areas. • Played key role for smooth connections to the vessels from load port, transhipment port(s) and met customers target to 95% cases. Thus contributed the organization in enhancing business reputation and business volume.• Managed all claims & legal issues to the favour of organization by producing the proper evidence & documents. Logically refused all claims without requiring claim settlement.• Continued the regular efforts for services standard & time efficient delivery towards excellence. Upheld company’s reputation by focusing customer’s issues to meet their target arrival & delivery deadline.

Dhaka, Bangladesh

• Joined in APL's Bangladesh Office on 21 August 2011 as the country head (Manager) of Customer Service & Documentation. • Handled the Customer Service & Documentation related activities in all the locations (Dhaka, Chattogram & Khulna).• Overseen the activities for both outbound & inbound shipments in all the locations of Bangladesh and followed necessary execution on the required processes including laws & compliance. • Delegated the responsibilities to the supervisor, team leads and individuals in Export & Import teams to handle through their full responsibilities for problem solving and services delivery.• Worked closely with Sales and Operation to ensure the value-added services delivery to customers to create the scope of new business opportunities.• Developed a comprehensive working method with GSSC, Malaysia for BL processing & BL completion within 6 Hrs SLA upon SI received, enabled shippers to release OBL same day.• Co-ordinated with Customers to solve the problems and earned customer’s satisfaction in highest percentage (80% above). • Assisted to achieve the country target and to accept new target time to time to ensure the volume & business growth for the organization for both Export & Import business/shipments.• Played key role for local charges & revenue enhancement. Effectively worked for costs savings, equipment utilization (with equipment balance) and feeder vessels’ maximum space utilization.• Played the key role for mother vessels required allocation and space utilization about 100% cases for USA/Canada and above 95% cases for Europe and other trade areas ex Bangladesh.• Managed the claims and legal issues with full protection of the organization and without any compensation. • Educated and motivated the team members to a uniformity to manage customers for their service necessity and complaint issues that assuring quality and delivery of the services in faster fashion.

Dhaka, Bangladesh

• Involved in Customer Service, Documentation and Operation from 11/APR/2011 to 18/AUG/2011 as the General Manager. • Successfully handled all the assigned responsibilities related to team management and business development during my tenure.• Overseen the entire functions and managed the full services and business areas of Seafreight.

Dhaka, Bangladesh

• Involved in Sales & Business Development from 10/JUL/2010 to 31/MAR/2011 as the General Manager and COO.• Successfully handled all the assigned responsibilities during my tenure at NSS.

Dhaka, Bangladesh

Promoted to the General Manager on 01 January 2008.• Worked as the over-all in-charge of all the Departments of Seafreight and Airfreight from 01-JAN-2008 to 30-JUN-2010. Played the key role for business development and revenue enhancement in both Seafreight and Airfreight.• Have spent a long time of 15 years in Bentrans (01 July 1995 to 30 June 2010) and accomplished a successful journey in my career which promoted by capabilities for taking more responsibilities in the mega areas for Shipping, Logistics and International Transportation.

Dhaka, Bangladesh

Promoted to the Deputy General Manager on 01 January 2007.• Directed all the Departments of Seafreight, and worked on Marketing & Business Development as the Deputy General Manager from 01-JAN-2007 to 31-DEC-2007 and performed successfully.

Dhaka, Bangladesh

Promoted to the Assistant General Manager on 01 January 2003.• Involved in Sales & Marketing (Seafreight & Airfreight) as the Assistant General Manager from 01-JAN-2003 to 31-DEC-2006 and performed successfully.

Dhaka, Bangladesh

Promoted to the Senior Manager effective from 01 January 2000.• Involved in Business Development through overseas partners & local sources and addition to that was involved in Documentation and Customer Services as the Senior Manager from 01-JAN-2000 to 31-DEC-2002.• Managed the entire customer service, documentation and operational issues through the efficient teams at Dhaka and Chattogram.

Dhaka, Bangladesh

Promoted to the the Manager on 01 July 1997.• Involved in Documentation and Customer Service (Seafreight) as the Manager from 01-JUL-1997 to 31-DEC-1999.

Dhaka, Bangladesh

Service was transferred from Khalil & Sons Ltd., Dhaka to Bentrans (Pvt) Ltd., Dhaka (under MKR Group) as the Assistant Manager effective from 01 July 1995.• Involved in Export- Operation and Logistics (Seafreight & Airfreight) as the Assistant Manager from 01-JUL-1995 to 30-JUN-1997.

Chattogram, Bangladesh

Promoted to the Senior Officer on 01 January 1994.• Involved in Marketing and Business Development as the Senior Officer from 01-JAN-1994 to 30-JUN-1995.

Chattogram, Bangladesh

Promoted to the Executive Officer on 01 January 1993. Service was transferred from Chattogram Office to its Dhaka Office effective from 16 October 1993. • Involved in Import handling as the Executive Officer from 01-JAN-1993 to 31-DEC-1993.

Chattogram, Bangladesh

Joined in Khalil & Sons Limited (Shipping Agent) as the Probationary Officer (Management Trainee) on 13 July 1991.• Involved in the Shipping Agency Division as the Probationary Officer (Management Trainee) and participated in the various practical trainings, motivational activities, field works and desk jobs for about 6 (six) months up to 31 December 1991. Afterwards, engaged in the operation & agency activities, and simultaneously involved with Freight Forwarding/Logistics activities (associated to their group organization- Bengal Shipping Line Ltd) till 31 December 1992.

Master Of Science, Statistics

(Examination held in JAN, 1991). Life Registered Graduate of University of Dhaka.

Bachelor Of Science (Honors), Statistics

(Examination held in DEC, 1988)

Higher Secondary Certificate, Science

Secondary School Certificate, Science