Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Awards
Personal Information
Timeline
Generic
Santosh Fernandes
Open To Work
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Santosh Fernandes

Dubai

Work Preference

Desired Job Title

Service Delivery Manager, MENAT & KSA RegionLogistics Operations Manager, MENAT RegionNational Customer ManagerSales Territory ManagerKey Account Executive (Customer Service & Operations)

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Dubai, United Arab Emirates
Open to relocation: Yes

Important To Me

Work-life balanceCompany CultureHealthcare benefitsPaid time offFlexible work hoursCareer advancementPersonal development programsWork from home option

Summary

Dynamic logistics and service delivery professional with over 20 years of strong background in supply chain optimization and team management. Expertise in maintaining SLA compliance and enhancing service quality through data-driven analysis and training initiatives. Proven ability to foster client relationships and implement effective strategies for continuous improvement.

Overview

1
1
Certification
22
22
years of professional experience

Work History

Service Delivery Manager, MENAT & KSA Region

C H ROBINSON MANAGED SOLUTIONS Contracted by Baker Hughes
06.2026 - Current
  • Managed service delivery operations to ensure client satisfaction and efficiency.
  • Developed and implemented process improvements for service delivery workflows.
  • Ensured SLA compliance and maintained service delivery quality standards.
  • Conducted regular performance reviews to evaluate and enhance service delivery quality.
  • Maintained strong relationships with clients to understand their evolving requirements.
  • Analyzed service delivery metrics to pinpoint areas for improvement and optimization.
  • Developed and executed strategies that increased customer satisfaction levels.
  • Implemented strategies for continuous improvement of services based on customer feedback data.
  • Analyzed customer feedback survey results to identify opportunities for improvement.
  • Collaborated with cross-functional teams to align service strategies with client needs.
  • Oversaw logistics coordination for a Global Oil & Gas client account and projects.
  • Resolved escalated customer issues in a timely manner according to established procedures.
  • Engaged in strategic planning initiatives initiatives related to improving overall service quality levels.
  • Developed strategies and policies for resource infrastructure and allocation.
  • Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.

Logistics Operations Manager, MENAT Region

Allyn International Contracted by Baker Hughes
Bangalore
08.2023 - 05.2026
  • Oversee the day-to-day operations of the Logistics Control Tower, ensuring seamless coordination of logistics activities for the oil & gas and healthcare projects
  • Managed logistics teams, including team leaders, planners, schedulers, and transportation coordinators, ensuring timely and cost-effective delivery of critical materials.
  • Develop and implement logistics strategies to optimize the transportation, warehousing, and delivery of materials and equipment to remote locations and offshore sites.
  • Developed and maintained relationships with key vendors, suppliers, and freight forwarders, negotiating contracts that ensured reliable service while achieving cost reductions.
  • Monitor and analyze supply chain performance data, providing regular reports to senior management on key metrics such as on-time delivery, transportation costs, and inventory levels.
  • Ensure compliance with safety standards, regulations, and customs requirements, including environmental compliance, in accordance with local and international standards.
  • Implement risk management strategies to mitigate disruptions in the supply chain, including delays due to weather conditions, geopolitical issues, or customs challenges.
  • Lead the logistics budget planning process, ensuring all operations stay within financial parameters and identifying opportunities for cost savings.
  • Improved on-time delivery performance by 40% by implementing a real-time tracking and reporting system.
  • Reduced overall transportation costs by 12% through route optimization and strategic partnerships with carriers.
  • Successfully coordinated the logistics for Quarter end & Year end operational & revenue critical shipments resulting in the timely delivery of Sales order shipments, Over dimensional & Hazardous cargo to remote locations.

National Customer Manager

DHL EXPRESS
Ardiya
01.2017 - 08.2023
  • Managing the country's top 40 customers for DHL Express Kuwait with major focus on Oil & Gas industry, Retail Fashion & Industrial Equipment.
  • Managing one of region's top customer which generates 20% of the regions overland revenue headquartered in Kuwait.
  • Identified prospects, assessed requirements, prepared business proposals, negotiated prices and terms of engagement and locked in on lucrative deals for the company.
  • Cultivated strong customer relationships, resulting in improved business collaboration and alignment with customer needs.
  • Handled customer complaints, ensuring timely resolution and enhancing overall customer satisfaction.
  • Collaborating with other Territory Managers and sharing success stories and business development techniques to assist them in delivering on their sales targets; promoting a culture of cooperation and assistance to instill the spirit of working as a combined unit for sustained delivery of financial/operational KPIs.
  • Conducted comprehensive business reviews to evaluate service performance, KPIs, and business forecasts, driving continuous improvement initiatives.

Sales Territory Manager

DHL EXPRESS
Ardiya
11.2013 - 12.2016
  • Initiated conversations with prospects to build relationships. identified through personal efforts and existing customer references, successfully expanding DHL's market share within the territory.
  • Evaluating customer and market intelligence reports to attain contact details of prospects; submitting proposals and closing deals with them in the shortest possible time frame.
  • Outlining and updating personal sales plan and call cycle based on identification of avenues for new business development and repeat sales to the existing customers for assured realization of individual topline sales and bottom-line P&L targets.
  • Drafted service contracts with customers, emphasizing adherence to pricing matrix and profitability targets; regularly updated prices and re-negotiated contracts in response to significant deviations in volumes.
  • Provided customer contact information to sales teams for outreach. of customers with the Sales Teams stationed in close proximity and entering details in the Sales System for relevant DHL personal to get in touch with them.
  • Acted as company ambassador, establishing DHL's image as a leader in logistics and distribution through professional appearance and courteous behavior, effectively reaching a larger number of prospects.

Key Account Executive (Customer Service & Operations)

DHL EXPRESS
Ardiya
06.2009 - 10.2013
  • Strategically handled inbound and outbound related shipping queries of the top 20 high net worth customers and maintained records of all transactions on a daily basis.
  • Managed overland trucking operations for GCC & Middle East countries, ensuring timely and efficient delivery across UAE, Saudi Arabia, Oman, Qatar, Bahrain, Egypt, Jordan & Kuwait.
  • Coordinated with clearance team and customers to ensure seamless shipment clearance and delivery processes.
  • Managed & Distributed the workload between the team members based on their expertise and skills sets and supervised the team to achieve set KPI's.
  • Monitored shipments exceeding promised transit time, analyzing root causes and developing solutions to prevent future delays.
  • Handled shipment investigations by reviewing all security measures to locate missing or un-located shipments by registering the cases on Shipment Incident Database tool to record all the incidents & the investigations conducted.
  • Ensured proper handling of dangerous goods by conducting acceptance checks following IATA DG Regulations.

Customer Care Liaison (Claims & Complaints)

DHL EXPRESS
Ardiya
02.2009 - 06.2009
  • Interfaced with customers via telephone, email, and face-to-face to address and resolve claims and complaints regarding shipments.
  • Resolved customer complaints effectively, ensuring satisfactory outcomes aligned with customer needs.
  • Obtained and evaluated all relevant information to support customer complaints.
  • Responded promptly and accurately to customer inquiries.
  • Ensured customer retention through regular contacts & business reviews.
  • Drafted business letters, processed claims per DHL's liability policy, conducted root cause analysis of missing and damaged shipments, and logged details in service incident database to prevent recurrence of similar issues.
  • Ensured compliance with safety regulations while managing dangerous goods shipments.

Senior Customer Service & Service Desk Executive (Customer Service & Operations)

DHL EXPRESS
Ardiya
07.2007 - 01.2009
  • Coordinated import request desk operations with other DHL stations to arrange special pickups and deliveries for customers via courier, overland, and airfreight.
  • Handled inbound calls, assessed customer needs, directed calls to appropriate resources due to capacity limitations, and collaborated with departments to enhance company image as a top-tier service provider.
  • Promoted DHL's Express services and products to callers, successfully encouraging uptake with special discounts.
  • Utilized database and web-based programs to address customer requests and ensure compliance with company standards.

Senior Customer Care Executive

Mphasis Pvt Ltd
Bengaluru
04.2004 - 02.2007
  • Resolved escalated customer complaints with empathy and professionalism.
  • Managed customer inquiries through various communication channels effectively.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
  • Trained new team members on company policies and customer service standards.
  • Developed training materials to support ongoing staff development and knowledge sharing.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Monitored team performance and provided constructive feedback regularly.
  • Collaborated with cross-functional teams to enhance customer experience initiatives.
  • Implemented process improvements to streamline service delivery and response time.
  • Performed root cause analysis on recurring customer service problems.
  • Conducted regular team meetings to discuss updates and address challenges proactively.
  • Maintained up-to-date knowledge of company products and services.
  • Provided guidance and support to customer service representatives.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.

Education

MBA - Human Resource Management

Sikkim Manipal University
Sikkim
04-2013

Bachelor's Degree - Science

Christ College
India

Skills

  • Service delivery optimization
  • Service workflow management
  • Service quality assurance
  • Client relationship management
  • Logistics coordination
  • Supply chain optimization
  • Supply chain alignment
  • Cost control
  • Vendor management
  • Data analysis
  • ERP proficiency
  • Project management
  • Team leadership
  • Supply chain

Certification

  • Category 6 IATA Dangerous Goods Certification
  • Certification in Advance Microsoft Excel
  • Office Master using Chat GPT & AI Tools
  • Good Distribution Practice Programme Non-UK From Royal Society of chemistry
  • Level-1 Dangerous Good Class 7 Transport from Nuclear Transport Solutions
  • Air Transport Awareness(based on ICAO and IATA Regulations)
  • Lean Six Sigma Certification

Awards

  • Top 7 performer 2009 (Kuwait)
  • Best Customer Service Person 2010 (Kuwait)
  • Employee of the Year Award 2011 (Kuwait)
  • Best Customer Service Person(Backline) 2012 (Kuwait)
  • Sales Runner Up Award 2014 (Kuwait)
  • Sales Person of the Year Award 2015 (Kuwait)
  • Sales Person of the Year Award 2022 (Kuwait)
  • Presidents Award 2024 (India)

Personal Information

  • Passport Number: Z5425021
  • Date of Birth: 10/05/83
  • Nationality: Indian

Timeline

Service Delivery Manager, MENAT & KSA Region

C H ROBINSON MANAGED SOLUTIONS Contracted by Baker Hughes
06.2026 - Current

Logistics Operations Manager, MENAT Region

Allyn International Contracted by Baker Hughes
08.2023 - 05.2026

National Customer Manager

DHL EXPRESS
01.2017 - 08.2023

Sales Territory Manager

DHL EXPRESS
11.2013 - 12.2016

Key Account Executive (Customer Service & Operations)

DHL EXPRESS
06.2009 - 10.2013

Customer Care Liaison (Claims & Complaints)

DHL EXPRESS
02.2009 - 06.2009

Senior Customer Service & Service Desk Executive (Customer Service & Operations)

DHL EXPRESS
07.2007 - 01.2009

Senior Customer Care Executive

Mphasis Pvt Ltd
04.2004 - 02.2007

MBA - Human Resource Management

Sikkim Manipal University

Bachelor's Degree - Science

Christ College

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Santosh Fernandes