Mahshid Nabagh

• Skilled in designing and facilitating training sessions, in-person and online.
• Proficient in diverse teaching methods and developing trainee-focused materials.
• Adept at managing diverse participants and addressing challenging behaviors.
• Experienced in applying adult learning principles and customizing materials.
• Capable of evaluating training effectiveness with various assessment methods.

• Managed timely and accurate query responses, issue resolution, and effective escalation processes.
• Coordinated smoothly with departments, partners, and authorities, ensuring seamless data flow and operations.
• Accurately handled data entry for vessel loads, hazardous details, and cargo reporting, maintaining strict compliance with sailing schedules.
• Monitored vessel schedules to ensure precise loading/discharging data and utilized IMDG Code for cargo verification.
• Reported and ensured the timely departure of Veterinary cargo, including managing inspections, reporting related matters, and claiming custom costs.
• Led the vessel closure process to minimize delays and inform incoming ports about cargo status.
• Collaborated with local agencies and headquarters to resolve operational matters.
• Maintained operational logs, KPI reports, and adherence to SOPs, while providing training and mentorship to team members.
• Served as primary contact for operational communications, ensuring efficient information flow and document compliance.

Customer Service Related Tasks:

• Processed bookings/amendments and responded to RFI requests, ensuring all relevant parties are informed about booking issues.
• Assisted with customer queries/disputes through designated mailboxes and participated in problem-solving investigations.
• Engaged in conference calls with partners, customers, vendors, and CMA offices, initiating calls when necessary.

Cargo Readiness Tasks:

• Managed roll lists and updated journey legs in the system, ensuring accuracy and completeness of cargo readiness reports.
• Conducted checks and follow-ups on dangerous goods documents, providing timely and accurate responses to queries.
• Maintained correct and timely communication with other departments, partners, vendors, and local authorities.

Operational Tasks:

• Prepared forecast/weight lists for the head office and reported IMO details to port authorities.
• Assisted with terminal-related issues (inspections, customs, damages, etc.) and processed reports after vessel departure.
• Handled the processing of transhipment bookings, creation of load lists for 3rd party feeders, and confirmed loadings.
• Maintained contacts with various internal departments and performed additional tasks as directed by management.

• Managed internal and external export booking amendment requests through email, web, and EDI, executing necessary adjustments in local CRM and software.
• Proactively contacted customers or internal parties to gather missing information for bookings.
• Verified routing and equipment/transport availability in line with ILS guidelines, including direct coordination with ILS when required.
• Entered transport instructions for Carrier Haulage, adding necessary comments on transport/equipment as needed.
• Checked and ensured the validity of SQ/SVC/Global Contracts for bookings, adhering to the country rating process for discrepancies.
• Secured all required approvals following corporate guidelines and country-specific regulations.
• Maintained the highest level of service quality, focusing on standard responses and professionalism towards Europe Agencies.
• Provided feedback on any operational issues or discrepancies to the direct manager.
• Completed assigned trainings within the stipulated timeframe and undertook ad hoc tasks as directed by management.

• Lead prompt processing and delivery of customer orders, enhancing operational efficiency.
• Oversee accurate daily sales calculations and use analytics for strategic planning.
• Champion exceptional customer service, addressing complaints and feedback to boost loyalty.
• Manage inventory and negotiate with suppliers to improve supply chain efficiency.
• Foster and maintain strategic relationships with suppliers, customers, and team members.
• Guide team development in customer service and inventory management, promoting excellence.
• Ensure compliance with industry standards, contributing to legal and ethical business operations.
• Participate in strategic planning, aligning departmental goals with overall business objectives.

• Strategized and executed advanced customer service initiatives, elevating the team's ability to exceed service standards and achieve key performance indicators (KPIs).
• Analyzed customer interaction data to identify trends and areas for improvement, leveraging insights to drive strategic changes in service delivery.
• Fostered a team environment that encouraged innovation in solving customer issues, leading to increased efficiency and reduced resolution times.
• Collaborated with cross-functional teams to integrate customer service perspectives into product development and operational processes, ensuring a customer-first approach.
• Managed the recruitment, onboarding, and continuous professional development of customer support team members, aligning skills with evolving business needs.
• Established and monitored service level agreements (SLAs) with internal and external partners to ensure seamless customer support operations.
• Advocated for the use of technology and CRM tools to enhance customer interaction and support, leading digital transformation efforts within the team.
• Initiated and maintained regular communication channels with customers, including newsletters and feedback surveys, to build loyalty and trust.
• Implemented a recognition program to reward outstanding customer service performance, motivating the team and reinforcing a culture of excellence.

• Led the Customer Support team to ensure exceptional service across all departments, managing grievances and complaints in line with ISO 17025 standards.
• Handled customer feedback, complaints, and interactions with high-net-worth individuals (HNI) to maintain high satisfaction levels.
• Conducted quality assurance tests on customer service practices following ISO 17025 principles, utilizing Minitab for analysis.
• Developed and implemented new processes for enhancing customer satisfaction and retention, including contributing to the design of the customer relationship platform.
• Oversaw the training and development of the customer support team, promoting a culture of continuous improvement and excellence.

• Managed clerical operations, including handling mail and phone communications.
• Streamlined office organization and provided support to team members.
• Coordinated scheduling of meetings and travel arrangements.
• Cultivated and maintained relationships with key stakeholders.
• Oversaw note-taking, scheduling, and management of correspondence.