- Compile bonus & commission for all Middle East TNT employees- Streamline Sales reporting structure- Develop seamless processes to increase efficiency- Analyzing Sales Performance & areas of improvement

Cisco Custom Compliance Officer (November 2015 – to date)TNT Express LLC – Dubai, United Arab EmiratesCompany Industry: Logistics supplyInvoice Compliance & Accuracy:• Develop understanding of the basic custom clearance requirements for Cisco products in each of the countries in scope.• Communicate with local teams in each of the countries to identify, address & record area of improvement in the Broker Metrics report.• Liaison with Developers & Software Engineers team to develop the Cisco Duty Module tool to assist the teams to achieve 100% compliance on HTS code, Country of origin, Value, Currency & Part no. • Train & Educate the users of CDM in each country on the new development on the CDM.• Act as Technical Administrator for the Cisco Duty Module serve as initial point of contact for CDM login issues, New User creation, Update country financial data screen.• Raise & Track technical issues on the IT portal providing all necessary details • Maintain business friendly relation with all stakeholders• Follow client policies & procedures while raising a case on the Cisco portal in cases where custom officials dispute EU HS code.• Review Custom declaration documents, commercial invoice, receipts to identify any irregularities. • Ensure all incoterms are in line with the Cisco invoices• Identify the actual clearance and release duration and update the CDM after obtaining necessary approval from Cisco.• Ensure 100% availability of data & supporting documents• Ensure accurate break down of the cost and related charges• Ensure accuracy of the data vs the supporting documentsCustomer Satisfaction• Carry out relevant actions to support the Net Promoter Score• Identify ongoing service issues & recommend solutions to the Control Tower Team LeaderCorporate Social Responsibility Compliance• Participate in the corporate initiatives

• Team consists of 3 Supervisors (on average 14 SE’s for each TL) reporting into this position (Shift Manager)• Position reports into Manager Operations• End to End contact center operations and support management• Business Process Engineering and Continuous Improvemento Suggesting changes based on reporting analysis in targeted markets, routing strategy, Agent Incentive, Desktop or Mobile customers in order to increase opportunities.o Coordinate transition of Telephony system from Aspect to Avaya & from Avaya to Asterisk. This includes training representatives & management on the prerequisite call taking software’s for each system.• Oversee scheduling of representatives to ensure adequate coverage for major parts of the United States.• Conduct client specific training for representatives & supervisors

• Responsible for improving the escalation process for any or all technical issues (production or performance).• Devising new forecast strategy to meet business requirements• Being responsible for Scheduling/Staffing• Training individuals on managing work force in real time environment.

• Team consists of 5 RTM’s reporting into this position (Assistant Manager)• Reporting directly into Director - Operations Control • Business Continuity and Recovery Plan (BCRP) • Provide technical support to business unit and facilitate training on systems and processes for team.• Responsible for delivery of SLA’s for CC operations: o Manage real-time call volumes-to-phone associates using a queue management system and the agent schedule adherence application.o Monitor daily service levels, productivity and adherence, alerting management of negative performances.o Take proactive measures to meet call volume demands by in coordination with appropriate business partners.• Resource & Capacity Planning • Participate in Workforce Management Scheduling application patch launches and other network upgrades and prepare for implementations.

• Team consists of an average of 14 CSE’s reporting directly into this position. • Reporting directly into Manager Operations• Responsible for delivery of SLA’s for Quality standards: o Quality standard Process Engineering and Continuous Improvemento Devising Standard Operating Procedures for COPC documentation o Communicating with onshore team-including sending SST reports & Shift Summary reports.• Training new hires when required, giving mock calls, assigning identification numbers for account creation.