Syed Saad Hussain
Brampton,ON
Summary
An experienced Business Solutions, Sales Support & Project Management Specialist with over 10 years of experience working in the Express Air Freight & Logistics Industry. Currently targeting a role which provides me with an opportunity to effectively utilize my Critical Thinking, Reporting & Analytical Skills; Sales & Customer Support Experience gained through working with Sales & Operations, High Revenue Key Accounts, Small & Medium Sized Businesses & residential customers for the last 10 years in the logistics industry.
Overview
11
11
years of professional experience
Work History
Project Manager - Business Solutions
Purolator International
Mississauga, Ontario
11.2020 - Current
- Coordinating with Operations & Compliance Specialists to identify & resolve service issues
- Reporting Weekly/Monthly Performance & Production metrics for the three GSCS Bonded Warehouses (YYZ,YVR & YUL) across Canada
- Conducting Monthly Service Performance Reviews for the CPC-GDE & ROW line of businesses
- Compiling Ad-hoc Service & Volume Data supporting the CLVS & ROW line of businesses
- Auditing Internal Cost Transfers and assisting with reviewing P&L for GSCS Accounts
Global Solutions Specialist
PUROLATOR INTERNATIONAL
Mississauga, ON
08.2019 - Current
- Coordinating with Carriers, Operations & Service partners to fulfill daily logistical requirements of the Network, Ad- Hoc Shipping Requests & Contract Customers
- Providing support to the Business Development/Account Executives & Assisting them in responding to the Customer's service requirements and pricing inquiries regarding LTL,TL, Oversized Freight, International Air/Ocean & White Glove Services
- Creating Carrier Bookings & Bill of Ladings, Monitoring Shipments & Sending Daily Updates/Reports to Customers
- Ensuring timely Data Entry & Finalization of Shipment Revenue & Costs into the billing system so that Weekly/Monthly Revenue targets of the business are met
- Vouchering carrier invoices and coordination with Billing & Accounts Payable to ensure timely payments to carriers.
Key Account Executive
DHL EXPRESS CANADA LTD
Brampton, ON
05.2017 - 07.2019
- Monitoring a Daily Inbound & Outbound Average Freight Volume of around 300-500 Shipments & Acting as a Dedicated First Point of Contact for DHL Express Canada's largest account in terms of Revenue & Volume for all service recovery issues (Track & Trace, Service Change Requests, Claims, Quotes, Billing, Clearance Delays etc)
- Sending Daily Shipment Reports to the logistics & customer experience team at the Customer's End, Sales & Operations Managers at DHL to update them on the daily progress of shipments in transit & providing proactive alerts to reduce shipment transit & clearance delays
- Providing support to the National Account Managers & assisting them in responding to the customer's service recovery and account performance reporting inquiries
- Responding to Network Trace Requests, Proactive Tracing of the Export/Import Account by coordinating with the DHL Network
- Processing Claims for Lost & Damaged Shipments, Maintaining & Sending Weekly Claims Log to the Customer & all Relevant Internal Contact Points.
Team Leader - Sales Support & New Businesses
DHL EXPRESS CANADA LTD
Brampton, ON
08.2016 - 04.2017
- Provided support to both the Field Sales team of 20 Reps
- And a Telesales Team of 60 plus Reps on customers’ requests related to Tracking/Tracing shipments, coordinating domestic & international pickups through the global DHL network
- Coordinated with customers via phone and email by responding to their inquiries; the scope of these inquires included providing freight quotes, tracking, tracing, remote bookings, pickups, customs clearance delays and complex international shipping issues
- On-boarded new customers and helped them make the best use of all DHL’s products and web-shipping tools & Conducted follow-up with all New and At Risk customers so as to create & sustain new business for DHL.
Team Leader - Tracing
DHL EXPRESS CANADA LTD
Brampton, ON
07.2014 - 07.2016
- Lead a team of 10 Frontline Customer Service Advisors & 5 Backline Tracers; providing them with knowledge, technical support, coaching and assisting them with escalations
- Handed escalated trace requests to ensure customer satisfaction with service and shipment inquiries as well as handling of service recovery and failures (damaged/lost/custom delayed) shipments consistent with DHL performance standards
- Worked with Operations, Dispatch, Third Party Ground & Air Carrier Network; finding out root causes to service failures, working with the network towards service recovery and submitting claim settlement reports
- Collected Post Customer Interaction (PCI) feedback through Surveys and Net Promoter Approach (NPA) Interviews.
Customer Service & Tracing Specialist
DHL EXPRESS CANADA LTD
05.2013 - 06.2014
- Handled a Daily average of 70+ trace requests on shipments with a trace closure rate of consistently over 80% by coordinating with operations, dispatch and brokerage for shipments that are undelivered, delayed, lost, damaged and held in customs/quarantine
- Maintained a strong follow-up within DHL's internal and external network to achieve and exceed defined performance standards for traces and customer service regional KPI's
- Provided timely responses to customer inquiries on shipment status using tracking application (GEMA)
- Booked pick-ups and provided quotes to customers using the automated dispatch system (CSV)
- Advised customers on necessary paperwork required and size/weight restrictions
- Processed Duty Tax, freight payments and refunds through the global CHASE payment system.
Education
Certificate - Foundations of Project Management
University of Toronto School of Continuing Studies
Toronto, ON05-2021
CITT Certified Logistics Professional CCLP -
CANADIAN INSTITUTE OF TRAFFIC & TRANSPORTATION (CITT)
05.2018
Canada Customs & Border Procedures -
CANADIAN SOCIETY OF CUSTOMS BROKERS (CSCB)
10.2015
Post Graduate Diploma - Business -
HUMBER COLLEGE - THE BUSINESS SCHOOL
08.2012
Masters & Bachelors in Business Administration (MBA/BBA) -
INSTITUTE OF BUSINESS ADMINISTRATION
05.2010
Skills
- Sales & Solution Design
- Carrier Coordination, Rate Quotation & Negotiation
- Identifying & Resolving Customer Complaints
- International Export & Import freight movement (CLVS/PARS)
- Service Performance Metrics Monitoring & Reporting
- Loss & Damage Claim Handling & Settlement
- Time sensitive High Value ATA Carnet Shipment Monitoring
- Coordinating Heavy Weight, Oversized & Dangerous goods pickups
- MS Office Suite (Word, Excel, PowerPoint)
- UofT SCS, Foundations of Project Management 2021
- CITT Certified Logistics Professional CCLP 2018 Member # MA-18-10270
- Canada Border Services & Customs Procedure Certificate -Canadian Society of Custom Brokers (CSCB)
Timeline
Project Manager - Business Solutions
Purolator International
11.2020 - Current
Global Solutions Specialist
PUROLATOR INTERNATIONAL
08.2019 - Current
Key Account Executive
DHL EXPRESS CANADA LTD
05.2017 - 07.2019
Team Leader - Sales Support & New Businesses
DHL EXPRESS CANADA LTD
08.2016 - 04.2017
Team Leader - Tracing
DHL EXPRESS CANADA LTD
07.2014 - 07.2016
Customer Service & Tracing Specialist
DHL EXPRESS CANADA LTD
05.2013 - 06.2014
Certificate - Foundations of Project Management
University of Toronto School of Continuing Studies
CITT Certified Logistics Professional CCLP -
CANADIAN INSTITUTE OF TRAFFIC & TRANSPORTATION (CITT)
Canada Customs & Border Procedures -
CANADIAN SOCIETY OF CUSTOMS BROKERS (CSCB)
Post Graduate Diploma - Business -
HUMBER COLLEGE - THE BUSINESS SCHOOL
Masters & Bachelors in Business Administration (MBA/BBA) -
INSTITUTE OF BUSINESS ADMINISTRATION
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