Ahmed Hassan

• Involved in Mapping and start up for Service cloud before live
• Involve in setting the Grey Area between admin team and Customer Care
• Provide Training to all Customer care team members to be able to handle All type of customer inquires Work /System process
• Closing the GAPs of serious web cases / Email cases kicking in while the ladies are handling chats to avoid killing the web 1st response time KPI and prove to customers that the Web approach is much better than emails. to reach higher deflection ratio.
• Part of the SC training done by EUA colleague before SC live date
• Lead the Sandbox Training with all Customer care team members
• Monitor and enhance KPI
• Handle WEB cases
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.

IMPORT TASKS

• Checking daily VSL Schedule AR1 SOK
• Download SitPRO from OPUS for IMPORT VSLs AR1 and upload on IST to create invoices and EDI cu scar for operation
• Extract IMPORT manifest for AR1 and send combine email with manifest and CUSCAR for operation
• Check discharges list to check for special or OOG equipment (to add extra charges related on THC)
• Sending Arrival notices
• Create IMP invoices for import AR1 THC & RLS invoice
• handling customer inquiries by Email & phone
• handle POL's and overseas inquiries related to AR1
• Calculate and Create detention charges
• Create DAMAGE REPAIR invoices related to AR1 EXP & IMP
• Import CNTR release for AR1
• Assist and solve any issues related to SOK office
• Guiding and assist IMP Colleague to handle Daya to day tasks with the best Practice & handling Complicated Cases
• Filling all docs related to above
• Covering OPS colleague on his day to day task in his absence (export assignment , Daily STS, Terminal stock , BKG creation on SOK satem VAS )

Finance Tasks

• Creating invoices as assignment fees
• Settling all Invoices related to SOK office
• update ERP systems with PC daily ERP JVS ( LRR+ LJB)
• create daily PC
• issue/Settle SOK OPS VSL custody
• Handling all purchasing and payment related to SOK office ( Rent , office contract , buffet, paper supply , maintenance, cleaning …etc)
• Creating monthly expenses sheet and journal voucher on ERP

IMPORT TASKS

• Checking daily VSL Schedule AR1 SOK
• Download SitPRO from OPUS for IMPORT VSLs AR1 and upload on IST to create invoices and EDI cu scar for operation
• Extract IMPORT manifest for AR1 and send combine email with manifest and CUSCAR for operation
• Check discharges list to check for special or OOG equipment (to add extra charges related on THC)
• Sending Arrival notices
• Create IMP invoices for import AR1 THC & RLS invoice
• handling customer inquiries by Email & phone
• handle POL's and overseas inquiries related to AR1
• Calculate and Create detention charges
• Create DAMAGE REPAIR invoices related to AR1 EXP & IMP
• Import CNTR release for AR1
• Assist and solve any issues related to SOK office
• Filling all docs related to above
• Covering OPS colleague on his day to day task in his absence (export assignment , Daily STS, Terminal stock , BKG creation on SOK satem VAS )

Finance Tasks

• Creating invoices as assignment fees
• Settling all Invoices related to SOK office
• update ERP systems with PC daily ERP JVS ( LRR+ LJB)
• create daily PC
• issue/Settle SOK OPS VSL custody
• Handling all purchasing and payment related to SOK office ( Rent , office contract , buffet, paper supply , maintenance, cleaning …etc)
• Creating monthly expenses sheet and journal voucher on ERP

• Settlement all Invoices related to IMP/EXP related to Damietta office
• Creating daily petty cash report for Payable /receivable
• Adding the PC vouchers on the ERP accounting system
• Releasing and Settling Cash custody's for DAM OPS team
• Create EXP assign Invoice
• Revise DAMIETTA Terminal Invoices
• Creating Monthly Expenses report

• Assist and Involve in New Comers training along with EUA team
• Involved in MOL Alex start up and implementation
• Dealing with clients.
• Checking arrivals, Tlx release
• Checking cargo manifest data (commodities, revenues, …etc) + Dangerous manifest (in case any) in coordination with ops team in order them to submit to customs.
• Update of ROE (rate of exchange) per vessel (in case any)
• Handle arrival notification processing on Startnet system .
• Downloading EDI file from SN to IST
• Send Cuscar file to ops team to be uploaded on Customs website
• Preparing/creating invoices on IST system 48h prior Bessel arrival.
• Notify Finance team that invoices added to the system.
• Notify Finance whenever invoice (amount/data) changed
• Releasing D/Os. after revising shipment Docs
• Issuing invoices of DET, Storage, power ….etc.
• Sending ANF (arrival notifications) to clients along with FRT invoices.
• Container release procedure
• Shipment documents filing
• General follow up /handling of any request raised on the related service/vessel Via email and Phone
• Follow up of LSC (long stay cntrs – full imp)
• Handling COD requests. (imp)
• Resolving problems with customers
• Handling RTO/re-export cases
• Handling claims with origins/destinations
• Build Terminal tariff with finanace team and add it in IST system as System admin

• Manifest Data Entry
• Handle Arrival Notification processing
• Preparing/creating invoices on IST system 48h prior Bessel arrival.
• Dealing with clients over the counter and phone
• Checking arrivals, Tlx release.
• Checking cargo manifest data (commodities, revenues, …etc) + Dangerous manifest (in case any) in coordination with ops team in order them to submit to customs
• Upload EDI Cuscar file into Customs website
• D/O release after Doc revision
• Shipment documents filing
• General follow up /handling of any request raised on the related
  service/vessel
• General follow up /handling of any request raised on the related service/vessel