Sameh Hamdy
Commercial Manager
Cairo
Summary
A passionate leader with first class communication skills Over 25 Years logistics & Sales experience with successful and long-term managerial career, Comprehensive knowledge of shipping management, Effective communication skills with strong analytical skills and strategy implementation, result oriented, Enterprising involves starting and carrying out projects. creative thinking, Lean Six-Segma certified.
Overview
25
25
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Experience Manager
Maersk Egypt S.A.E
Cairo
01.2019 - Current
- Headed Egypt integrated & Cold Chain Management Team with total annual volume 70,000 TEU (Twentyfoot Equipment Units)
- Headed Libya Business with total annual volume 30,000 TEU (Twentyfoot Equipment Units)
- Headed Egypt InlandCustomer Experience & Claim team
- Consistence in Driving business growth and market share with solid customer satisfaction score in the quarterly satisfaction survey NPS above 60
- Managed negotiations with the customers & improve operations performance and profitability
- Negotiate and made initiatives in the context of achieved the commercial objectives of the company
- Improved customer Experience policies and practices, defined the customer Experience cycle, created accurate job descriptions, and developed standards for customer relationship management
- Developed relationships and effective solutions for revenue growth, customer retention and customer satisfaction, to achieve the assigned sales, volume, and financial targets
- Executed efficient processes including policing accordance with global policies and SOPs
- Presented leadership for the overall team with the aim to retain, developed and inspired Staff to deliver the overall targets
- Seeks to meet critical objectives while considered the impact of those decisions and activities on the ability to achieve long-term goals
- Managed global projects and offshoring process.
Deputy Cluster Manager
Maersk Egypt S.A.E
01.2017 - 01.2019
- Responsible for Cluster targets & performance with total annual volume 80,000 TEU (Twenty-foot Equipment Units)
- Had overall responsibility for setting & driving the strategy for Customer Service & Sales
- Maintained teamwork in a customer-focused sales environment throughout the sales, delivery, and follow-up process
- Leaded event sales, coaches' corners, and weekly sales team productivity
- Leads, develops, and grows the local business through formulation and execution of the business strategy
- Ensured smooth communication flow within different departments and locations
- Expanded Safmarine market share in Egypt by 3% in 2 years via a 25% expansion in import/export business combined
- Developed & cultivate relationships with both new & existing customers through effective communication and exemplary interpersonal skills.
Customer Experience- Egypt Import & Counter Manager
Maersk Egypt S.A.E
01.1999 - 01.2017
- Managed 4 counters activities allocated in 4 different cities with 30 employees specialized in counter activities
- Assured counters overflow covered & handled professionally
- Ensured customers documents prepared and ready for release
- Improved customer satisfaction by decreasing customers waiting time
- Responsible for import/export cargo of global Maersk line clients
- Conducted induction program to new employees
- Projects: - Expand Customer Experience by improving the counters waiting time 50% (Six Sigma- Green belt project)
- Increase company profitability by improve Demurrage, Detention collection ratio 40% - 2012
- Offshoring of Non-customer service tasks to the service center team - FTE reduction 15%-2014
- Sponsored 2 successful green belt projects in the cluster saved the company over $1 million
- Expand the Invoicing quality 98%.
Education
Bachelor of Commerce - Accounting Department
Suez Canal University
Skills
Enhancing operations, business development and service deliveryundefined
Seminars Training
- Customer relation management
- Selling and negotiating
- Inside proactive sales training (Mercuri international)
- Promote E -com & Digitalization
- Leading others Training
- Performance Management
- Leader pro
Accomplishments
1-Maersk Brand Unification project.
2- Expand Customer Experience by improving the counters waiting time 50 % (Six Sigma- Green belt project)
3- Increased company profitability by improve Demurrage, Detention collection ratio 40 %
4- Offshoring of Non-customer service tasks to the service center team – FTE reduction 15%.
5- Sponsored 2 successful green belt projects in the cluster saved the company over $ 1 million
6- Expand the Invoicing quality 98%.
Certification
Lean Six Segma - Green Built Certificate
Timeline
Customer Experience Manager
Maersk Egypt S.A.E
01.2019 - Current
Deputy Cluster Manager
Maersk Egypt S.A.E
01.2017 - 01.2019
Lean Six Segma - Green Built Certificate
12-2010
Customer Experience- Egypt Import & Counter Manager
Maersk Egypt S.A.E
01.1999 - 01.2017
Bachelor of Commerce - Accounting Department
Suez Canal University
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