DAISY ROSE SANTOS

• Take ownership and co-drive during the Deployment phase in close collaboration with Global and Regional Deployment Project Managers
• Take initiative and proactive contribution during the Go Live of country organization being on site or remote during the hyper-care
• Drive handover of a country where Deployment has been finalized to the Business Support Organization
• Proactively identify and report any system process gaps not recorded at the time of the country deployment assessment and work with requirements team to define and develop interim solutions

• Supported the Transport Management Domain to keep track of business as usual (BAU) projects
• Ensured milestones are set in a manner that the projects progress are traceable, with close follow up within Global and Regional team to ensure requirements are handled as per timeline
• Updated and maintained the project collaboration tools ( Rational Team Concept (RTC), Investment Request portal, Wise Tech Global Customer Change requests ePortal)
• Proactively helped to create new practices

• Provided input for overall deployment calendar, business requirements, and status consolidation across work streams and key risk indicators
• Proactively made proposals to Program management if any corrective action is needed
• Successfully deployed and provided Go live and Hypercaresupport of the company's new Transportation Management System ( TMS), CagoWiseOne in multiple European countries.

· Managed and drove performance of AFR Product , teams ( Customer Service/ Operation/ Product Development)

· Provided end to end process expertise, knowledge and supports the project work streams deliverables related to Business requirements

· Ensured the realization of Transactional and Physical Operations in line with customer requirements, taking corrective actions in case of deviations from customer requirements

· Provided a source of knowledge of business, data and IT systems for any projects/issues which involve operational systems

• Drove implementation of AFR strategy in country (translated requirements, implemented, ensured realization of strategy and monitors)
• Managed costs/budget and headcount of the department
• Ensured compliance with group business strategy and local business environment, adhering to regulations and internal procedures
• Drove the country to achieve 100% of Global CS and AFR OPS KPIs and managed and improved performance
• Monitored subcontractors/suppliers performance and suggests improvement steps
• Motivated, trained, and supervised allocated Specialists.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Ensured smooth customer-related process flow and initiates process improvements
• Monitored subcontractors/suppliers performance and suggests improvement steps
• Motivated, trained, and supervised allocated Specialists.
• Kept accurate records to document customer service actions and discussions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Investigated and resolved customer inquiries and complaints quickly.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Managed orders from customer or overseas office for quality processing and handover to Operations
• Provided spot quotations and finalized Customer contracts

• Owned and maintained Country ACC (Airfreight Commercial Center) Tariffs
• Provided pricing for sales growth on country level ( including standard factor based pricing methodology., supports and follow up with sales)
• Acted as AFR subject matter experts in trainings, for customer visits, local AFR conferences, etc.
• Collaborated with sales and marketing teams to establish competitive pricing strategies, resulting in increased market share.
• Reviewed historical sales data to identify trends and inform future pricing decisions, ensuring alignment with overall business strategy.

• Answered calls, responded to emails, and spoke with clients face-to-face.
• Managed shipment and exception status for allocated customers by providing timely information regarding shipment status
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Provided spot quotations and performed up- and cross-selling for inbound customer calls.

• Managed and enhanced committed business volume with Agilitys Key Trade lane partners worldwide for Air and Ocean freight
• Managed global key Accounts, nominated business, build volumes and consoles
• Increased company's Annual GP to 20%
• Identified new business opportunities through cold calling, networking, marketing and prospective database leads.

• Performed Sales and Marketing activities for Etihad Crystal Cargo and Jet Airways
• Supervised Cargo Coordinator for all bookings, shipment monitoring, invoicing and arrival notices
• Negotiated with various airlines for pricing for Agility's Air Export shipments
• Prepared monthly sales reports, market analysis and strategies

• Managed all facets of air export operations including airline rate negotiation with airlines, bookings, export documentation, communication with airlines and BAS Cargo Terminal Staff, shipment monitoring from departure to arrival
• Dual function as Cargo Coordinator of Etihad Crystal Cargo (Agility is the GSSA of Etihad in Bahrain)
• Coordinated EY booking/tracking in CITRIXCARGO SPOT system, carrier interaction, bookings, documentation preparation (AWB cutting, SLI, CASS and NON CASS Invoicing).

• Coordinated all Marketing Programs and activities of GCC retailers (UAE, KSA, Qatar, Kuwait) both for Travel Retail and Land Retail
• Checked for any importation/exportation procedures for new retailers, coordinated with foreign consulates regarding visa applications
• Assisted in development and implementation of logistics policies and procedures to provide roadmap for daily operations.
• Conducted investigations to resolve issues related to logistics and cargo movements.

• Searched for prospective clients, did sales calls, generated quotations (based on IATA regulations), generated biddings and provided after sales service to clients
• Coordinated with various airlines/shipping lines about flight and vessel schedules, routing, transit time, allocation, rates (LCL/ FCL) etc
• Supervised in-house customer service assistant assigned at Panasonic Group of companies to ensure that all logistics requirements are met.
• Strengthened client relationships through proactive communication and tailored solutions.