Ahmed A. Suleiman
Senior Customer Service Incharge with extensive expertise in optimizing service delivery and enhancing customer satisfaction. Known for successfully implementing streamlined processes that resulted in a 20% increase in response efficiency and fostering strong client relationships. Focused on driving operational excellence and cultivating a customer-centric culture, ensuring high levels of service quality at DP World Berbera. Recognized for strong leadership and a commitment to team development and training.
- ✓ Advising exporters on trade laws
- ✓ Providing transport and handling cost information
- ✓ Packing, marking, and labeling
- ✓ Arranging transport
- ✓ Completing customs and port formalities
- ✓ Preparing and procuring documents
- ✓ Educating exporters on developments in transportation
- Managed and supervised the Customer Service Section, ensuring efficient service delivery, customer satisfaction, and alignment with operational objectives.
- Led coordination between customers, shipping lines, operations, billing, and documentation teams to resolve issues and improve service performance.
- Implemented process improvements that enhanced customer experience, reduced service delays, and improved operational efficiency.
- Monitored customer service KPIs, analyzed performance trends, and developed solutions to strengthen service quality and stakeholder relationships.
- Led and supervised a team of 10+ Customer Service Representatives, driving high performance and maintaining excellent customer service standards.
- Reduced customer response and issue resolution times by improving team coordination and streamlining customer service processes.
- Trained and mentored customer service staff, ensuring consistent service delivery and continuous improvement in team performance.
- Monitored customer service KPIs, analyzed performance trends, and implemented process improvements that enhanced customer satisfaction and operational efficiency.
- Resolved 500+ customer inquiries per month with a 95% first-contact resolution rate.
- Reduced average customer response time by 30% through improved coordination.
- Managed documentation for 10,000+ TEUs annually while maintaining a high level of accuracy.
- Achieved 98% on-time service delivery for customer requests.
Supported the implementation and improvement of a digital self-service platform to enhance customer access to information and reduce manual inquiries. Coordinated with internal teams to improve customer communication, service efficiency, and user experience.