Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.
Led team of customer service representatives to achieve key performance indicators.
Managed escalations efficiently, resolving issues promptly.
Conducted review meetings with customers to enhance service quality.
Facilitated team reviews to promote continuous improvement and accountability.
Oversaw stakeholder management to ensure alignment with business objectives.
Managed end-to-end visibility for customers across multiple business units, including freight forwarding, customs clearance and warehousing and distribution .
Identified gaps to address bottlenecks and communicated findings to respective business units.
Analyse Freight forwarding and warehousing / distribution processes to ensure efficient operations by identifying bottlenecks.
Collaborated with various business units to enhance service delivery for customers.