Bruno Oliveira

Customer Experience Officer - Premium Desk Key Accounts @CMA CGM

Lisbon, PT

Representing the Customer Experience Department at CMA CGM in Portugal, my main responsibilities are:Customer SatisfactionCustomer ExperienceResolution of problems with shipmentsBooking ManagementManagement of Documentation relating to Dangerous CargoesResolution of situations relating to shipments, equipment, and others.Handling any requests made by customers.Interaction with Transporters, Freight Forwarders and shipping agents.Handling of Import ShipmentsDedicated PIC for VIP and Elite CMA CGM Customers since May 2024In this environment, I interact daily with several moving parts of CMA CGM, including operations, documentation, and with other CMA CGM agencies worldwide, to guarantee the client the best resolution of their situation or find an appropriate solution to the client\'s requests.Dealing mainly with all issues related to customer service and experience, from complaints to requests for information to solving highly complex problems.At a systems level, we use the CMA CGM LARA and LISA systems, and at a CRM level, we use a Salesforce Lightning deployment called NOVA.Additionally, I am part of the Customer Experience Ambassadors project that aims to increase and improve our commercial relationships with our suppliers and customers, applying the principles of Customer Experience, the holistic vision and analysis of all customer processes and touchpoints with CMA CGM in order to improve their experience with us, from before a booking is placed until after transportation is completed. This project also applies to our internal communications, improving the handling of internal requests, whether triggered by a customer request or triggered by a request for information from one agency to another (for example). Additionally, I perform trainings for new colleagues to be integrated in our CX Principles (on boarding and follow ups),

Escola Náutica Infante Dom Henrique (National Maritime College)

Bachelor

Cisco Networking Academy

Introduction to Cybersecurity