Ijana Sharmila
Dubai,DU
Summary
Results-driven Customer Service Executive with a strong background in logistics and supply chain operations. Proven ability to handle customer inquiries, resolve issues efficiently, and ensure smooth coordination across departments to meet client needs. Adept at managing high-pressure environments, fostering positive client relationships, and contributing to process improvements to enhance service delivery. Skilled in team collaboration and adept at navigating complex import/export regulations, demonstrating a proven track record of fostering robust customer engagements and streamlining logistics operations.
Overview
10
10
years of professional experience
Work History
Customer Service Executive
Nice Al Marri Express
02.2019 - Current
- Manage accounts and meet or exceed customer expectations.
- Coordinating with service providers like DHL, FED EX, ARAMEX & UPS
- Managing inbound inquires and assigning the tasks to operations
- Doing introduction calls on the sales leads
- Actively support and explore business development opportunities with existing and potential customers
- Providing status and weight reports to finance team for billing
- Proactively informing customer on shipment status, exceptions and providing intermediate updates on incident solution.
- Handling import shipments & Customs Documentation
- Completing Dubai customs formalities for export MIRSAL-2, CALOGI
Sales Coordinator
Skyway Express Cargo
01.2016 - 02.2019
- Working with multiple customers at the same time providing quotations and identifying business opportunity
- Develop effective working relationships with customers through regular calls and identify and obtain further sale and business development opportunities.
- Monitor sales progress and following up on quotes by performing weekly data reports and by assisting in monthly sales analysis.
- Following up with service providers on shipment status
- Coordinating with other departments for smooth operations
- Following up on payments
- Maintaining Job files for all shipments
Customer Service (Internship)
SpeedEx Postaplus
08.2015 - 12.2015
- Responsible for incoming calls for bookings, complains and follow-ups
- Arranging pickups and assigning them to designated couriers.
- Managing incoming calls / emails from USA and Europe for MyBox service.
- Keeping the Mybox clients from USA and Europe updated on their product delivery statuses via email.
Customer Service / Bulk Shipments
CompEx Logistics
12.2014 - 08.2015
- Responsible all incoming calls from customers for bookings, complains and shipment follow-ups / calls for bulk clients.
- Arranging pickups and assigning them to designated couriers by area.
- Looking after all customer concerns and complains
- Keeping the customers updated on stock availability and maintaining inventory for bulk shipments.
- Updating bulk clients daily via MIS reports on progress of deliveries
- Following up for payment collections and arranging cheque pickups.
Education
BBA - Bachelor Of Business Administration
Westford University College
Dubai, United Arab Emirates10-2019
GCE A/L - General Certificate of Education - Advanced Level
Muslim Ladies College
Colombo, Sri Lanka09-2014
GCE O/L - General Certificate of Education - Ordinary Level
Muslim Ladies College - Ordinary Level
Colombo, Sri Lanka12-2012
Skills
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
- Imports / Exports
- Contracts / Negotiations
- Customs Clearance
- Operations Management
- Logistics Management
- E-commerce Delivery
Languages
English
Tamil
Malayalam
Hindi
Sinhala
Timeline
Customer Service Executive
Nice Al Marri Express
02.2019 - Current
Sales Coordinator
Skyway Express Cargo
01.2016 - 02.2019
Customer Service (Internship)
SpeedEx Postaplus
08.2015 - 12.2015
Customer Service / Bulk Shipments
CompEx Logistics
12.2014 - 08.2015
BBA - Bachelor Of Business Administration
Westford University College
GCE A/L - General Certificate of Education - Advanced Level
Muslim Ladies College
GCE O/L - General Certificate of Education - Ordinary Level
Muslim Ladies College - Ordinary Level
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