Imtiaz Ahmed

About Imtiaz Ahmed

Over 15 years experience working with in the Customer Support and Logistics. I am…

Experience

1. Senior Executive

   DHL Express

   Dec 2011 — Present · Chennai, IN

   Manage the entire courier & logistic segments across the globe.• Responsible for handling the back end activities of Key clients.• Handling complaints and queries of the key clients.• Act as customer’s point of contact, coordinate & align activities cross-functions and countries.• Sending pre alerts and daily status report to the key clients according to the tier level.• Manage customer solution & relationship on a day to day basis.• Key Performance Indicator Management• Face to face meetings and conference calls.• Identify and escalate service performance issues to internal cross functional partners to ensure issue resolved within agreed time frames.• Manage business meetings and discussions with customers, assist in organizing regular (e.g. monthly or quarterly) performance review meetings with customers to review delivered performance metrics (KPIs), and wherever necessary assist in initiating the development (and manage the implementation) of service improvements and/or cost reduction initiatives to meet or exceed the performance targets as agreed with the customer.• Drive service level agreements (SLAs) and agreed operating procedures with stakeholder within DHL and customer organization as documented in agreed solution.• Acquisition of new account customers by converting leads through pricing, service levelnegotiations at operational level• Executed End to End Sales cycle from finding new potential customers to winning and maintainingthem to ensure steady growth, minimum leakage and high loyalty levels.• Building and constantly working on a healthy opportunity pipeline to achieve product-wise monthlyrevenue corporate sales targets.• Handling 125 Account Customers (8 Crores) spanning across.for the Number 1 courier logistics service provider to the world.• Received awards for highest sales & quality performance Sept-Dec. ’13 and Aug-Dec. ’15