Sahima Farook Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Dubai, United Arab Emirates

• Develop stakeholder relationships with Key Clients to ensure proper handling of shipment operations.• Preparing daily and weekly shipment delivery performance reports of key clients to monitor achievement of target success rate.• Handling of emails & tickets and delegating tasks to team members in line with the workload management plan.• Managing shipping enquiries, quotations, and coordination with 3PL & clients in arranging local and international shipment deliveries.• Provide support to the sales and operations teams for end to end follow up on shipment life cycle.• Communicating with carriers, freight forwarders, and other logistics service providers to ensure timely delivery and proper handling of shipments.

Sri Lanka

 Promoted as acting Team Leader - 2022.• Managing and assisting team member queries and concerns [job & non-job related].• Maintaining of MIS & KPI reports monthly, quarterly, and yearly for team member performance evaluations and assessments.• Assistance in creation of live chat, outbound/inbound calls & emails scripts and templates.• Preparation of weekly rosters in accordance to Workforce Management requirements.• Assist other departments in developing operations process and ensure to share correct process updates to CS teams.• Handling management & agent escalations in liaison with other teams and ensuring resolutions are offered in a timely manner.• Analyzing team performance and implementing Performance Improvement Plans [PIP] to achieve KPIs.• Evaluating of team’s chat, call & email and handle quality check calibrations for parameter disputes and concerns.• Training & development of CS teams in accordance to set quality standards and workflow requirements.• Aiding HR with monthly employee behaviour & conduct evaluations and carrying out investigations when official warnings are to be issued in line with the company’s policies.• Recording of team’s attendance and preparation of monthly payroll.• Assisting the full recruitment cycle of CS team related employees

Sri Lanka

• Overseeing and management of all social media accounts [Facebook, Instagram, and Website].• Develop engaging, creative, innovative content for regularly scheduled posts and promote brand-focused messages.• Coordinate social media messaging with advertising departments, brand managers, and assist in achieving quarterly or seasonal goals.• Work with other departments to develop social media timelines coinciding with new product & service releases, ad campaigns, or other brand messages.

Sri Lanka

 Handling of Clients Services department tasks;• Monitoring and handling the generic inbox [responding to emails received and forwarding of emails to relevant parties].• Distribution and assigning of various clients and IFA requests to specific admin team members. • Handling and assisting ad-hoc tasks assigned by the Functional Head and Top Management [IFA Departures, Client Re-Assignments, and Sending out portfolio valuation statements to clients & IFAs on a daily, quarterly & Bi-Annual basis].• Review, track, maintain and prepare MIS reports and presentations for the Top Management.• Making worldwide courier arrangements for confidential clients and management related documents. • Maintain the Trustpilot Review Campaign of the company [Respond to reviews received, generate weekly & monthly reports, contact IFAs and send out posters to boost competition].

Sri Lanka

> [Australian Project - Azilion Corporation]• Prepare for customer inquiries by studying products, services, and customer service processes.• Respond to customer inquiries and handle complaints by providing appropriate solutions / alternatives within the time limits and follow up to ensure resolution.• Engage in large amounts of outbound calls [recommend potential products or services to customers and generate sales leads].• Maintain records of customer interactions, process customer accounts and file confidential documents.• Obtain payment and other vital information from prospective customers and record the same on the system data base.

Sri Lanka

• Monitor the systems for equipment failure or errors in performance and notify supervisors on a daily and weekly basis.• Compiling, verifying accuracy and sorting client information to prepare weekly and monthly reports.• Respond to customer queries via emails and phone calls.• Assist in the preparation of monthly and yearly management accounts and financial statements.• Maintain invoices, weekly petty cash and other journal posting.

Master Of Business Administration - Mba, Business Administration And Management, General, 77%

1st in class distinction.

Executive Diploma In Business Management, Business Administration And Management, General, 58%