Desmond Balendra

· Leading the Branch Operations, Revenue and Customer Service Management for Western Canada

· Operations Planning & Customer Service management

· Liaison and support to the Sales team in Customer Retention

• Career break to focus on family goals and pursue MBA in Management as Professional Development in preparation for future leadership roles

• Restructured the organization in line with the board's new strategy, resulting in significant improvements to operational efficiency, client retention and revenue growth by 30%
• Optimized existing business portfolios (LCL groupage, Projects, Ocean freight/Multimodal and vessel agency shipments) to enhance market share and profitability.
• Enhanced customer satisfaction and quality standards through the implementation of new feedback systems, resulting in a 15% increase in client retention, including the renewal and new acquisition of three contracts.
• Managed cross-functional teams, ensuring collaboration between logistics, sales, and customer service.
• Improved overseas network partner engagement strategies, resulting in competitive rates, stronger business relationships, contributing to a 20% increase in business volumes increasing profitability.
• Developed and Implemented inter-departmental collaboration strategies to improve customer engagement and operational excellence.

• Held various positions within INTELS Nigeria who is one of Africa’s leading Port & Terminal operators, an Integrated logistics services and warehouse solutions provider
• Primary responsibilities:
• Created and managed a customer service department with a team of staff to offer INTELS clients the various INTELS integrated logistics concepts as well as running a 24/7 customer call center
• Key Account Manager to establish a strong network and develop business among the freight forwarding, shipping, EPC & Logistics segment clients
• Contract Management and Renewals to ensure yearly Revenue & Budgets are achieved.

• Responsible for managing and coordinating freight forwarding, shipping, logistics and transportation needs of clients, with a team of professionals attached to different departments to achieve Operational KPI's , P&L and Budgets

• Moved on an intercompany transfer from Dubai, UAE to Port Harcourt, Nigeria primarily undertaking :
• The responsibility for the operations teams (Sea, Air, Transport & Warehouse) with a staff of over 200 people
• Responsible for Operational excellence, KPI's, Budget achievement and HSE processes.

• Held Various positions within the Panalpina Middle East organization, where I commenced my career in sales at Panalpina Bahrain and East of Saudi Arabia, promoting the Panalpina brand locally and among the overseas offices ;
• Moved to Oman as the country Delegate during an agent transition and for key account management relating to Military / Defence and O&G business.
• Transferred to the regional office in Dubai, UAE to form a customer service team later assumed the role of Head of Operations and Business Unit Manager, responsible for the branch operations, customer service, P&L, budget and KPI’s.