• Responsible for tracking all shipments from receiving the ''order'' to ''delivery'' to the customer facility. Proactively manage all visible milestones and additional charge submissions in case of ETA changes, asking for root cause from carriers and updating new ETA on tracking system. (OTM)• Single point of contact to follow up on order management and transport matters, will chase and communicate with warehouses, suppliers and carriers for resolution and inform stakeholders accordingly, Providing full visibility on daily basis.•Supporting daily/weekly/monthly KPI data preparation as agreed in service contract

customer service

Working primarily in a client service environment, operating as the focal point of contact for the company business, engaging with high profile corporate accounts and customers. Also responsible for administrative functions related to the car fleet and drivers. Providing support to the sales and Marketing verticals in identifying potential corporate customers and promoting company services/products. Assigned managerial tasks after first year of working. Key Accomplishments Suggested Operational initiative that was implemented, resulting in optimizing the call centre processes.  Recommended process that resulted in costs savings during critical situations without outsourcing. Standardised roster process for 200 drivers and a fleet of E class limousines. Monitored and tracked driver activities to ensure timely customer service. Engaged in ongoing process to eliminate lapses and delays of client services. Documented transactions by completing forms and record log Created and implemented customer relationship data base for company, which is used by management and front desk agents to track and resolve customer enquiries. Mentored many front desk agents of customer service team leading to promotion as Senior Associate with responsibility of managing operations of the Call Centre. Negotiated contracts with clients like Park Hotel, Grand Hyatt.  Managed a high-volume workload (400-450 jobs a day) within a deadline-driven environment. Resolved all enquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). Became the lead “go-to” person for new executives and particularly for challenging calls as one of the company’s primary trainers of new employees. Initiated re-activation of GPS system (with help of Car track Pte Ltd) in the fleet of cars owned by the company and streamlined process to track them.

Booking appointments for the Business Development Managers by making outbound cold calls daily, promoting the banking financial productsKey Accomplishments Converted more than 20% cold calls into potential customers. Achieved targets consistently on month on month. Reinstated a valuable client by employing unprecedented outbound calls and arranging meeting with bank relationship manager. Resolved issues with clients due to personal rapport

 Handling customers  Daily Inventory Management  Managing scheduling of outlet operational requirements.  Daily sales accounting and reconciliation with HQ