Summary
Overview
Work history
Skills
Personal Information
Languages
Quote
Accomplishments
References
Timeline
CustomerServiceRepresentative
Shevindi Wijesinghe

Shevindi Wijesinghe

Dubai,United Arab Emirates

Summary

Certified Forwarding Manager trained Leaderwith expertise in people management, overseeing projects to meet deadlines and achieve quick turnarounds for critical movements. Experienced in handling large, multi-client logistics accounts with fast, high-volume operations, including break bulk, charter, and rig moves. Proficient in managing military operations and utilizing the MMS (DHL in-house material management system). Skilled in planning and managing hubs, adhering to SLAs and KPIs, and serving as the focal escalation point for customer queries. Maintains high compliance standards with company, client, and industry HSE policies. Supervises staff objectives, conducts appraisals, and supports subordinates in career development. Proficient as a superuser for DHL & Aramex CW1 system, demonstrating strong interpersonal, collaboration, and problem-solving skills. Dedicated to delivering high-quality service and consistent results, with a proactive, hands-on approach. Excels in communication, organisation, and multitasking, capable of leading group discussions and managing projects. Skilled in developing and maintaining a healthy customer pipeline, attracting new business opportunities. Proficient in administrative oversight, recruitment processes, and improving customer service. Committed to exceptional leadership, organisational skills, and communication abilities, leading high-performing cross-functional teams and driving business growth.

Overview

13
13
years of professional experience

Work history

Regional Leader customer success - S1

Aramex International Limited
Dubai, United Arab Emirates
01.2023 - Current
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Increased customer satisfaction by resolving issues.
  • Ensuring 45% conversation ration on all online bid / tender submission with 100% participation KPIs
  • Developing new deep selling strategies with existing clients such as profit margins for high revenue bids, negotiation of better buy rates & consolidation services to increase the share of wallet.
  • Collaborating with business process team on SOP's, KPA's, SLAs and client reviews on monthly or quarterly basis.
  • Adherence to billing KPIs and driving team goals of revenue & profit capturing month on month.
  • Forecasting & planning business volumes in each quarter thereby ensuring optimized deployment of resources.
  • Collaborate with head of department to plan yearly budget & resource allocation.
  • Part of the break bulk competency center in Aramex UAE, catering to the RFQs, operations planning & vessel allocations
  • Scouting & recruiting new talent for department based on new business needs while ensuring existing employee retention.
  • Training & developing staff on the job as well as providing feedback on quarterly basis.
  • Extensive knowledge in CW1 system, being part of core team in the go-live initiative with constant collaboration to revamp SOPs based on business needs.
  • Onboarding new clients, developing leads and providing hyper care for the first three months of business.

GCC Leader, Customer Success (Middle Market) – S1

Aramex Special Logistics International LLC
11.2020 - 12.2022
  • Handling the centralized customer success team catering to GCC geo market from Dubai, UAE
  • Building relationship with accounts managers throughout GCC and supporting their business needs to improve the business conversion
  • Bridging the operational gaps between customer success team and Aramex ops
  • Actively taking part in renegotiation for quotes higher than USD 5K dollars
  • Ensuring the global KPI of 30% minimum business conversion is maintained for the team
  • Identifying and implementing goals for the team to achieve required competencies
  • Closely monitoring billing process and ensuring the KPI's are met in order to achieve the monthly & quarterly P&L
  • Acting as a SME for CW1 system developments alongside the business process team
  • Ensuring continuous improvement through RIR system, discussing solutions & working on implementation via the business process Team.
  • Improved efficiency and productivity by acquiring new skills.
  • Completed duties to deliver on targets with accuracy and efficiency.
  • Oversaw daily operations to achieve high productivity levels.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.

Operations Supervisor, (Industrial project, O&E) – E1

Danzas AEI Emirates LLC
Dubai
11.2017 - 07.2020
  • Ensuring all hub & project client KPIs are maintained and achieved
  • Ensuring the client wise targets are met and encourage the team on deep selling
  • Actively working on conversion ratios and divulging plans to mitigate gaps
  • Lead logistics support for “Al Maktoum Solar Power Plant” the world's largest solar power project with multiple bulk and break-bulk cargo clearance & delivery
  • Assess and set goals for the team with continuous discussion / feedback on performance
  • Develop new accounts passed on by project manager/ IP sales by setting up SOPs/ work instructions
  • Regular client visits with project manager for business development
  • Ensuring all jobs files are closed by the team month on month to ensure dept
  • Budgets are met
  • Speak about company strategy and DHL vision with the team to ensure they are in line with company values
  • Provide reports to project manager for QBRs/ MBRs
  • Provide training to staff on areas of expertise when required
  • Have regular feedback sessions both with staff and line manager for continuous improvement
  • Ensuring all operations conducted are in line with company HSE policies.

Implant Executive, (Industrial project, O&E) – D1

Danzas AEI Emirates LLC
Dubai
10.2015 - 10.2017
  • Handling DHL's first drilling customer, Weatherford Drilling based at client's facility
  • Acting as a bridge between DGF and client, being the voice of the customer
  • Coordination between the DHL hub team and client zones for urgencies
  • Securing all cross trade and adhoc business by developing trust with the client by performing over and above expectations such as covering shipments of high sensitivity on 24/7 overage basis, monitoring and tracking; providing real time updates
  • Providing stats and data for MBRs and QBRs
  • Handling all cross-trade shipments, rig moves and adhoc inquiries including charters
  • Usage of MMS (DHL warehouse & tracking system) as a tool for tracking and processing WDI shipments.

Operations Coordinator (Industrial project, O&E) – C2

Danzas AEI Emirates LLC
Dubai
08.2011 - 03.2015
  • Responsible for complete correspondence in between Danzas & the Customer to improve the Quality of the service
  • Responsible for end to end freight (AIR / SEA / LAND) movements
  • Responsible for proper Documentation issuance for all shipments
  • Preparing Operation related SOPs and Maintain the KPI's
  • Overall Responsible for Complete warehouse in/Out bound Operations
  • Work alongside with local Bid Team for RFQ and Responsible for ongoing and new inquiries
  • Experienced in handling of Cross trades, Break Bulk, Charter, Freighter and Dangerous Goods shipments
  • Specialized in handling mobilizations & demobilizations
  • Providing monthly reports and trackers to management to analyze service standards.

Skills

  • Problem-solving
  • Communication skills
  • Team building
  • Strategic Planning
  • Leadership
  • Resourcefulness
  • Training and Development
  • Project Management
  • Forecasting & planning business volumes in each quarter thereby ensuring optimized deployment of resources
  • Collaborate with head of department to plan yearly budget & resource allocation
  • Part of the break bulk competency center in Aramex UAE, catering to the RFQs, operations planning & vessel allocations
  • Scouting & recruiting new talent for department based on new business needs while ensuring existing employee retention
  • Training & developing staff on the job as well as providing feedback on a quarterly basis
  • Extensive knowledge in CW1 system, being part of the core team in the go-live initiative with constant collaboration to revamp SOPs based on business needs
  • Onboarding new clients, developing leads, and providing hyper care for the first three months of business

Personal Information

  • Date of birth: 03/22/1990
  • Nationality: Sri Lankan
  • Marital status: Married
  • Visa status: Employment visa, (local)

Languages

English
Fluent

Quote

There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin

Accomplishments

    · Lead the demobilization project for one of the key clients from Iraq to Jebel Ali within budgeted time with a cost saving of 20 percent

    · Managed U.S military demobilization project from Afghanistan to USA via UAE and renegotiated pricing with key vendors and business partners to enhance overall GP by 15 percent.

    · Ensured supply chain resilience for key client by recovering a critical generator from an AOG flight thereby eliminating the project related penalty of USD 40,000/- per day.

References

References available upon request.

Timeline

Regional Leader customer success - S1

Aramex International Limited
01.2023 - Current

GCC Leader, Customer Success (Middle Market) – S1

Aramex Special Logistics International LLC
11.2020 - 12.2022

Operations Supervisor, (Industrial project, O&E) – E1

Danzas AEI Emirates LLC
11.2017 - 07.2020

Implant Executive, (Industrial project, O&E) – D1

Danzas AEI Emirates LLC
10.2015 - 10.2017

Operations Coordinator (Industrial project, O&E) – C2

Danzas AEI Emirates LLC
08.2011 - 03.2015

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Shevindi Wijesinghe