{ "$schema": "https://cvjson.com/schema/v1.json", "basics": { "name": "Ahmed A. Suleiman", "label": "Customer Service Incharge DP World Berbera", "email": "axmedsaleban@outlook.com", "phone": "+252634446092", "image": "https://media.licdn.com/dms/image/v2/D4D03AQGEnCl3iDHBQg/profile-displayphoto-scale_200_200/B4DZwpfe1SHEAY-/0/1770222646638?e=1785974400&v=beta&t=Y_Hn1Ci_nqik5g5f5klL0He98zeG5h9vY1lWo8wSR2A", "summary": "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.", "location": "Berber", "profiles": [ { "network": "LinkedIn", "username": " ahmed-a-suleiman-b29525101", "url": "https://linkedin.com/in/ ahmed-a-suleiman-b29525101" } ] }, "work": [ { "company": "Ileeye Clerance and forwarding Agency", "position": "OPS Supervisor", "location": "Berbera", "startDate": "2015-06", "endDate": "2017-01", "highlights": [ "✓ 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" ], "url": "https://www.linkedin.com/company/ileeye-clearance-and-logistic-service/?viewAsMember=true" }, { "company": "DP World", "position": "Customer Service Superintendent (CS Section Incharge)", "location": "Berbera", "startDate": "2022-04", "current": true, "highlights": [ "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." ], "url": "https://www.dpworld.com/en/ports-terminals/somaliland/berbera" }, { "company": "DP World", "position": "Customer Service General Supervisor", "location": "Berbera", "startDate": "2020-04", "endDate": "2023-03", "highlights": [ "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." ], "url": "https://www.dpworld.com/en/ports-terminals/somaliland/berbera" }, { "company": "DP World", "position": "Customer Service Officer", "location": "Berbera", "startDate": "2017-10", "current": true, "highlights": [ "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." ], "url": "https://www.dpworld.com/en/ports-terminals/somaliland/berbera" } ], "education": [ { "institution": "Gollis Universty", "degree": "veterinary Medicine degree.", "field": "Medicine", "startDate": "2014", "endDate": "2018", "score": "2" }, { "institution": "Abaarso Tech University", "degree": "Master Degree- Supply Chain and Logistics |", "field": "Business", "startDate": "2022", "endDate": "2024", "score": "3.8" } ], "skills": [ "Customer Feedback Analysis", "Team Leadership", "Conflict Resolution", "Customer Retention Strategies", "Training & Development", "Stakeholder Engagement", "Multilingual Communication", "Operational Risk Management" ], "languages": [ { "language": "English", "fluency": "Advanced" } ], "projects": [ { "name": "Customer Self-Service Portal Improvement Project", "description": "Supported the implementation and improvement of a digital self-service platform to enhance customer access to information and reduce manual inquiries.\nCoordinated with internal teams to improve customer communication, service efficiency, and user experience.", "url": "https://myportal.dpworldberbera.com/Login.aspx?AspxAutoDetectCookieSupport=1", "highlights": [ "Successfully supported the implementation of a digital self-service platform, improving customer access to information and reducing dependency on manual support channels.", "Enhanced customer communication and service efficiency by coordinating with internal teams to streamline processes and improve user experience." ], "startDate": "2020-01", "endDate": "2021-01" } ], "certificates": [ { "name": "Growing as a Customer Service Manager", "issuer": "Linkedin", "date": "2024-05", "url": "https://www.linkedin.com/learning/certificates/4ef433dd8b8283de62e2c5a93589a77f6522bd7da8381105633708f3dac60524" }, { "name": "Negotiation Professional Certificate", "issuer": "American Negotiation Institute Certificate", "date": "2025-04", "url": "https://www.linkedin.com/learning/certificates/8ebe6f677e1bb146be1360bdc97b59ef4955b0888fc7e79ea6654197992b96a5" }, { "name": "Improve Customer Service Quality", "issuer": "DP World ILearn", "date": "2025-10", "url": "https://dpworld.eu.crossknowledge.com/certification/r/51584/t/1761713714/h/c252a5119e0edfa23ac1e50b3bf36dd0/" }, { "name": "Introduction to Project Cycle Management", "issuer": "International Training Centre of the ILO (ITCILO)", "date": "2026-01", "url": "https://credentials.itcilo.org/d87f3c0b-38d2-415c-8181-dd11365f3610#acc.Wol6na73" } ], "references": [ { "name": "Jama Mohamed Ahmed", "title": "Head Of Commercial Horn Of Africa", "company": "DP World", "relationship": "Currently Manager", "email": "jama.mohamed@dpworld.com", "phone": "+252 63 4400665" } ], "referencesMode": "show", "availability": { "status": "actively-looking", "sponsorship": false }, "ats": { "keywords": [ "OPS Supervisor", "Ileeye Clerance and forwarding Agency", "Customer Service Superintendent 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