Abdul Alabi , CCLP
Caledonia
Summary
Diligent logistics professional with a robust background in managing transportation operations and optimizing logistics processes. Proven track record of enhancing route planning and fleet efficiency, ensuring timely deliveries while achieving significant cost savings. Expertise in team leadership and strategic problem-solving, complemented by over 10 years of experience in critical areas such as strategic decision-making, inventory and cost management, and carrier sourcing and relationship management. Ready to leverage skills and experience in a challenging role with a reputable company.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Customer Service Rep
Thermo-Fisher Scientific- Unity Lab Services
08.2022 - Current
- Assess, respond to, and resolve internal and external customer inquiries by:
- Process technician and customer orders
- Provide quotes for parts, investigate parts availability, verify order, delivery, and billing statuses.
- Process returns and credits.
- Interact with multiple internal areas including Operations, Technical Support, Logistics, and external suppliers to ensure timely and accurate shipment of product and issue resolution.
- Support the warehouse department as needed – shipping/receiving, investigating inventory discrepancies, and stock quantities.
- Document transactions and perform follow-up actions in accordance with departmental standard operating processes and procedures.
- Utilize multiple software programs concurrently to investigate and complete inquiries.
- Collaborate with other departments within Thermo Fisher Scientific and with our suppliers to obtain accurate product information.
- Support the Quality Management System by developing, and maintaining full adherence to departmental work instructions, standard operating procedures (SOP’s) and requirements while managing the expectations of our interested parties (internal/external).
- Organize and prioritize work proactively by taking initiatives, resolving problems, following through, and simultaneously managing multiple priorities to ensure goals are met in a timely manner.
Senior Planner - Transportation
PECO Pallet, Inc.
03.2022 - 08.2022
- Strategic management of logistics, transportation coordination, customer forecasting, demand planning, annual budgets, and inventory management for PECO Pallet Canada. A yearly budget of > $ 6 Million
- Proactively identify challenges, define root causes, and determine and implement action plans to provide resolution.
- Drive continuous improvement by maintaining a 98% OTD target and monthly carrier KPI reviews.
- Negotiate rates and research alternative Freight Carriers through RFPs, RFQs, and other cost management tools.
- Oversee nationwide inventory planning and repositioning across depots to meet new and existing customer demands.
- Use of Power BI to implement company and departmental business strategy initiative.
- Participate in leadership cross-functional Monthly and bi-weekly SOIP calls and YTD carrier spend vs annual budget calls
- Manage PECO customs needs on CANADA-US cross-border paperwork and documentation.
- Manage carrier invoice verification, approval, and discrepancy processes.
- Participate in implementing system migration from external software providers to internally programmed applications to improve network optimization.
Bilingual Transportation Planner
PECO Pallet, Inc.
06.2019 - 03.2022
- Daily planning of inbound and outbound orders to ensure on-time, accurate delivery across Canada.
- Daily track and trace of orders status, PODs, accurate BOL generation and other updates in TMS and Red<>Link.
- Work closely with Asset recovery team to manage Non-Participating Distributor locations across Canada.
- Daily engagement with Canadian Pacific Rail on inter-modal trans-Canada inventory transfers.
- Execute tactical planning of open orders in the PECO Red<>Link system against available inventory.
- Continuous system monitoring and processing of orders that are unable to plan, failed-to-rate, new lanes, etc.
- Validate system recommended solutions and re-plan as warranted.
- Daily Use of Transportation Management System (TMS) for carrier selection, rate shopping & tender process.
- Identify opportunities for reduction in transportation & handling costs and improved asset utilization.
- Re-planning exception orders with applicable reason codes (Over 15% of total orders).
- Work closely with depot operations team to manage exceptions, past due orders and stock/material transfers across the network.
- Manage and foster carrier engagements and relationships.
- Enter all change requests in SharePoint – planning assignments, carrier changes & carrier rates.
- Daily conference calls, one-on-one phone calls, and email communications with Customers, Carriers and PECO Field
- Participate in appropriate progress calls and SOIPs.
- Provide support and coverage for other team members as needed.
- Work cross-functionally to continuously develop and grow.
Bilingual CS Account Representative
PECO Pallet, Inc.
02.2018 - 06.2019
- Act as key point of contact for day-to-day needs for assigned customer locations.
- Work with new customer locations to provide training and tools to ensure program compliance.
- Work cross-functionally with Sales, Transportation, Operations and Supply chain.
- Monitor KPI’s to ensure compliance with PECO policies and requirements.
- Work with customer sites to address any gaps in account performance (dwell, cube utilization, reporting, damages, return flows) and to drive improvement.
- Manage the audit process; perform physical counts at customer locations, reconcile and finalize audits within expected timelines.
- Work collaboratively with other service personnel to support continuous improvement initiatives.
- Resolve customer issues including but not limited to: Pallet Ordering, Delivery & Fulfillment, Transaction Reporting, Invoicing and Payment
- Maintain Distributor Key Performance Indicators such as: Return Percentage, Dwell Time, Damage Rate
- Manage account dwell with enforcement of PECO policies involving control and asset utilization.
- Work with Sales to expand current business by demonstrating cost savings and benefits of using PECO.
- Manage accounts receivable with customer base to keep invoicing payments current.
- Reduce the number of manual transactions reported by establishing an electronic method of reporting.
Bilingual Logistics Specialist
Chep Canada
01.2017 - 02.2018
- Manage sales and customer service activities to meet budgeted revenue targets and profitability.
- Identify, assess, and act to resolve order fulfillment risks including, but not limited to operational and inventory constraints, seasonal or promotional production variation, and transporter capacity to meet customer demand.
- Maintain relationships and service levels to ensure customer loyalty on an FCIR basis.
- Monitor and manage a customer territory with strong business knowledge and commitment to customer satisfaction.
- Generate and deliver customer KPI reports, supplier integration and trailer optimization analysis for customer base
- Proactively service customers by anticipating their needs using data trends and knowledge of the customer’s SCM.
- Day to day program management of Chep Drop trailer policies transportation vendors to maximize asset utilization and performance within assigned markets.
- Consistent monitoring of pallet audit, reconciliation, negative E balances, suspended, unknown and CRM service requests.
- Serve as interface for both customer and carriers to ensure compliance and performance within assigned markets.
- Proactive communication of any potential supply chain and/or order fulfillment conflicts affecting the customer
- Support supply chain collaboration opportunities by matching customer operating strategies to CHEP’s offerings.
- Establish and maintain effective relationships with CHEP departments such as supply chain, Demand planning, finance, operations, sales, and customer service to resolve issues affecting customers.
- Execute strategic logistical and equipment inventory controls through collaborative planning with the customer.
- Drive innovation and continuous improvement to both internal and external supply chain partners
- Manage the order scheduling process for all customers across 38 CHEP SC locations.
- Daily management of serving constraint for the service centers to mitigate potential service failures.
- Provide the perfect trip, through ensuring CPU, delivery to, and collection of, equipment from emitters and distributors are executed in a timely and effective manner while driving BVA positive solutions for CHEP.
KN Freight Net Airfreight Contact Center Rep
Keuhne+Nagel Canada
12.2014 - 12.2016
- Provided transactional and operational supports within the global KN Freight Net Contact Center team for both external and internal clients.
- Involved in KN Freight Net system testing to identify and resolve potential issues that may negatively impact KN Freight Net clients’ experience.
- Ensured the maintenance of the highest standards of customer service, by ensuring that Operations and Sales staffs professionally service existing and new clients.
- Actively reviewed operational procedures, identified opportunities for improvement, and promoted them professionally within the KN Freight Net team.
- Monitored and timely processing of KN Freight Net bookings in Ceil as well as operational tickets in Request tracker system in line with Internal SLAs.
- Constant engagement with managements of our local branches globally to ensure KN Freight Net bookings and manual requests are followed up in a timely manner.
- Identified day to day operational problems in conjunction with Operations/Sales staff as well as assisting in resolving identified problems.
- Pro-actively responded to service issues, assist, and advise customers of shipments, arrival, and deliveries via chat, email, and phone.
- Promoted Kuehne + Nagel’s Anchor Principles within the team and the wider performing of any other duties agreed with the North America Airfreight Regional Director as and when necessary.
- Attended inquiries of KN overseas offices and clients through phone, e-mail, and live chat in a timely manner.
- Assisted with the compilation of North America biweekly customer activity reports. while ensuring that client requirements are properly met.
Bilingual Lead Development Sales/Client Support
IBM Canada Ltd
10.2013 - 12.2014
- Leveraged IBM capabilities across the IBM portfolio to assist in achieving client's goals and business initiatives. I focus on building new client relationships with IBM. My objective is to assist customers in understanding the benefits of our technological solutions that meet today’s demanding business requirements.
- As the Software Small Deals focal, I assisted clients with software purchases and making sure order fulfillment / entire sales cycle are completed in a timely manner.
- Ensured customer's satisfaction by making recommendations to customers as which product is best to use for their specific applications, thus up-selling to increase sales volume.
- Assisted senior sales manager and business unit executive with follow ups on with large and randomly selected leads.
- Reported to and assist senior sales manager with project piloting and leads development business control and compliance processes.
- Assisted Inside Sales Lead Development Reps with software credit card, purchase order, and firm order letter (FOL) order payment processing.
- Assisted Insides Sales Hardware team with handling e-mails inquiries.
- Assisted senior management with special projects as well as other administrative tasks as they arise.
- Business unit workstation security, facility management, and email distribution list focal.
Bilingual Senior Advisory Tele-Web Customer Support Representative
IBM Canada Ltd
03.2012 - 10.2013
- Assisted with noticing, identifying, validating and qualifying sales opportunities.
- Ensured that our team is operating at the highest level to ensure that we are contributing to the business unit bottom-line and bringing in the maximum amount of value.
- Assisted in handling customer inquiry via telephone, live chat, and Email.
- Assisted in achieving client's goals and business initiatives. I focus on building new client relationships with IBM. My objective is to assist customers in understanding the benefits of our technological solutions that meet today’s demanding business requirements.
- Ensured customer satisfaction by making recommendations to customers as which product is best to use for their specific applications, thus up-selling to increase sales volume.
- Assisted with software small deals (>100K) purchase and fulfillment, entire sales cycle.
- Assisted with Social Selling for the Tele-web Customer Support Team.
- Promoted the utilization of all social media tools to extend our services to customers and make it easier to accomplish their goal in their business.
Bilingual Telephone Banking Specialist
TD Canada Trust
09.2011 - 03.2012
- Provided exceptional customer service to incoming call center clients.
- Contributed and identified all sales opportunities to retain and grow the business.
- Advised and offered clients a full range of products and services to meet their needs via the telephone.
- Provided clients with investments advice, new accounts, visa products, overdraft & registrations.
- Provided web banking technical support to clients and off shores department.
- Enhanced the customer experience by providing high quality service at every interaction and ensuring customer concerns is being handled appropriately.
- Provided superior customer service and engaged in client-focused conversations.
- Took the initiative to obtain solutions, stay focused, pay attention to detail and follow established operating procedures.
- Adhered to professional practices standards, processes, and controls to achieve operational excellence.
Bilingual Business Support Representative
Moneris Solutions
07.2009 - 07.2011
- Provided consistent first response to our customers and owning the problem until resolution.
- Collected and accurately documents information from customers.
- Responded to inbound telephone service requests and financial inquiries.
- Worked with other groups to identify and implement improvements to service delivery.
- Used effective problem-solving techniques to manage customer expectations.
- Built & strengthened relationships with Moneris customers and internal clients.
- Promoted our products and services to our customers, as well as identified cross-sell/up-opportunities.
- Provided technical and transaction support to clients daily via email and telephone.
- Supported clients through identification of concerns/issues and providing a solution.
- Listened to clients and understood their needs for appropriate assistance.
- Provided effective and timely resolution of a range of customer inquiries.
- Delivered world class customer service and built customer satisfaction and loyalty.
Education
Bachelor of Arts - French Language And Literature
University of Lagos
Yaba, Lagos State Nigeria11-2008
Skills
- Client relationship management
- Strategic planning
- Transportation demand management
- Carrier selection
- Route planning
- Continuous improvement
- Freight negotiation
- Cost control and tracking
- Vendor management
- Supply chain optimization
Languages
French
Native or Bilingual
English
Native or Bilingual
Affiliations
Canada's Logistics Associate - CITT
Certification
- CITT-Certified Logistics Professional
- CCS (Certified Customs Specialist) designation in view (The Introduction to Canadian Customs & Border Procedures- completed)
Interests
- DIY and Home Improvement
- I enjoy helping others and giving back to the community
- Cooking
- Music
- Mindfulness Practices
- Photography
Timeline
Senior Customer Service Rep
Thermo-Fisher Scientific- Unity Lab Services
08.2022 - Current
Senior Planner - Transportation
PECO Pallet, Inc.
03.2022 - 08.2022
Bilingual Transportation Planner
PECO Pallet, Inc.
06.2019 - 03.2022
Bilingual CS Account Representative
PECO Pallet, Inc.
02.2018 - 06.2019
Bilingual Logistics Specialist
Chep Canada
01.2017 - 02.2018
KN Freight Net Airfreight Contact Center Rep
Keuhne+Nagel Canada
12.2014 - 12.2016
Bilingual Lead Development Sales/Client Support
IBM Canada Ltd
10.2013 - 12.2014
Bilingual Senior Advisory Tele-Web Customer Support Representative
IBM Canada Ltd
03.2012 - 10.2013
Bilingual Telephone Banking Specialist
TD Canada Trust
09.2011 - 03.2012
Bilingual Business Support Representative
Moneris Solutions
07.2009 - 07.2011
Bachelor of Arts - French Language And Literature
University of Lagos
Awards
IBM Sales Eminence/Skills Award Q2- July 2013.
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