GEO JOHN
Tarneit,VIC
Summary
Results-driven Operations Team Leader offering top-level skills in customer service, conflict management and safety oversight. Excellent decision-making talents with self-motivated and hardworking nature. Experienced in establishing team goals, evaluating performance and reporting on results. Well-organized and dedicated leader with good multitasking and supervision skills. Advanced skills in Cargowise 1. Flexible and proactive team leader with solid operations background over 13+ years in freight forwarding industry. Attentive to employee and business needs and changing demands. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
18
18
years of professional experience
Work History
IFM Team Leader/Operations Supervisor
Northline
11.2021 - Current
- Manages a team of 11 staff with 3 operations staff in Philippines and 8 CS/Operations/Sales Support/Cartage & export staffs in AU
- Set up an offshore operations team of 3 in Manilla
- Managed the migration from Expedient software to Cargowise One
- Set up 1-stop link to Cargowise
- Set up Work flow- Task List in Cargowise for daily operations with majority oftasks have been set up to be auto-closed based on system events, fields and Cargowise Macros
- Set up task list description to capture client name, mode and ETA for increased productivity/ better user experience
- Set up web tracking .This has reduced phone calls/ emails to CS/ operations staff and resulted in an increase in productivity
- Knowledge of service tasks in Cargowise
- Created custom report and documents in Cargowise for planning/forecasts
- Set up E2E mapping with overseas agents who are on Cargowise
- Managed system integration with 3rd party providers/agents/clients
- Overseeing overdue tasks and decide if any action needs to be taken
- Preparing SOP’s for local staff as well as for overseas staff
- Run weekly meetings for national operations, customer service and sales support team
- Run fortnightly meetings to address operational issues and for cross-training plans for the staff in Manilla
- Provide training for local and overseas staff
- Negotiate rates with agents/carriers/third party providers
- Setting up New accounts
- Managing security profile of the clients who have got access to Web-tracking
- Creating customised documents for internal and external requirements
- Entering Rates for new accounts
- Set up to send documents automatically based on system events
- Scheduling reports for clients
- Monitor WIPS/Accrual reports
- Creating document packs
- Making necessary changes in registry
- Provide solutions to client/staff issues
- Managing detention disputes
- Run weekly finance meeting to discuss profits/losses/Issues
- Be part of financial forecasts for quarters/year
- Closing off shipments once complete.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
- Contributed to interviewing process and made new hire recommendations.
- Helped to increase sales and customer retention by managing implementation new marketing and service strategies.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Sat on new hire interviewing panel and made recommendations.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Compiled training materials for new employees and tracked skill development.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Documented transactions, orders and expenditures to gather sales data and forecast financial needs.
- Outsourced unnecessary services to save on labor, supplies and equipment costs and adhere to company budgets.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
Senior Customer Service -Key Accounts
Famous Pacific Shipping
08.2018 - 11.2021
- Managed a portfolio of clients and organising their shipments from start to finish
- Duties and responsibilities:
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Visited customer offices to handle on-site concerns and maximize account loyalty.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Developed and maintained strong relationships with customers to foster repeat business.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Senior Logistics Co-ordinator / Team Leader
Kerry Logistics Oceania
11.2013 - 08.2018
- I was the first point of contact for a portfolio of clients
- One of the major client I handled was REPCO (GPC ASIA PACIFIC) and their business units
- 3 of us were managing this account and I was the team leader
- We have had regular weekly internal meetings to address the concerns and suggestions from team members
- These meetings were invaluable and we were able to provide top class service to the clients
- Duties and responsibilities:
- Customer Service
- Setting up new client, preparing SOP’s
- Make bookings with origin, order tracking and order management
- Quoting FCL, LCL and airfreights
- Provide cost comparisons to the client (LCL vs Airfreight, FCL vs LCL)
- Providing help with IT issues/ to help with customising cargowise one options for other users in my branch
- Liaise with other departments and ensure the delivery of the cargo in a timely manner
- Lodging sea cargo and under-bonds through ICS
- Pay out the customs Duty through ICS
- Check and monitor the shipment status/ rectify the problems through ICS
- Invoicing shipments using EDI enterprise/Cargo wise one
- Send out the final landed costings
- Compiling for majority of the shipments
- Posting invoices and arranging payments to third parties
- Handling Door –Door shipments
- Generating daily, weekly reports and Ad-hoc reports and also schedule various reports upon request
- Sorting out container detention and damage issues
- Organising AQIS and IFIP inspections
- Organising cartage
- Update auto rating charges
- Meeting clients face to face and also monthly operational meetings (over the phone) to discuss the issues and improvements needed
- Updating Kerry’s in-house booking system-VBO as well as google docs for the client.
- Strategized best methods and tactics for efficient storage and handling of materials.
- Prepared and presented reports to management on logistics performance.
- Implemented systems and procedures for accurate data collection and reporting.
- Created reports to provide insights into logistics operations and performance.
- Implemented and developed supply chain strategies to optimize efficiency.
- Developed and implemented strategies to reduce costs and improve quality of service.
- Updated and maintained databases to track shipments and inventory.
- Negotiated contracts to secure favorable rates and terms.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Analyzed customer requirements and provided customized logistics solutions.
- Coordinated shipments and tracked progress to facilitate timely delivery.
Operations Co-ordinator
BCR Australia
11.2010 - 11.2013
- Joined in BCR as a continuation of the career in freight forwarding industry
- Duties and responsibilities that I carried out at BCR:
- Registering, tracking, sea cargo & invoicing shipments using EDI enterprise (FCL, LCL , Break bulk, FAK and Airfreight)
- Chasing for outstanding invoices
- Posting invoices and arranging payments to third parties
- Handling Door –Door shipments
- Daily update of exchange rate in EDI
- Customer service
- Handling airfreight & sea freight
- Exports to NZ and Fiji for a particular client(SCA Hygiene Australasia)
- Providing help with IT issues
- Generating daily & weekly reports.
Coastal Administrator
Fast Cargo International
06.2010 - 09.2010
- Preparing and sending the documentation to the receiving agent for each shipment
- Preparing manifests and spreadsheets with the latest information of cargos in the yard
- Entering freight information to EDI Enterprise
- Updating the FAK shipments information to the VI.SA one-track online system
- Giving shipment quotes to the clients
- Preparing spreadsheets taking in account of all costs associated with a shipment to find out the revenue generating for each shipment
- Sending delivery order and arrival notice
- Invoicing the clients/ casing for payments
- Organising the pick ups and deliveries of freight
- Entering the invoices to the system
- Day to day communication with shipping lines to get updated information’s on arrivals and departures of vessels
- Answering telephone calls related to the shipping and delivery information of coastal freights.
- Maintained personnel records and updated internal databases to support document management.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
Sales Consultant
Harley Davidson Motorcycle
11.2007 - 02.2010
- To support all team members in the company by discussing on all customer matters to a level of excellence agreed with Harley-Davidson
- To use planned sales process as detailed by the company to achieve maximum results from available sales opportunities
- Preparing sales ledgers and reporting it to the store manager
- Use the e-Goodmanners prospecting and customer follow up system as defined by the company, carrying out regular prospecting exercises as required by the Store Manager, to generate maximum additional sales from repeat and new business opportunities
- To achieve targets set by the company for new and used unit sales of motorcycles, profitability per unit, accessory sales, retail finance, insurance and warranty sales
- Maintain accurate and efficient execution of all documentation, and adhere to all company control processes detailed within the companies operations manual
- Contribute the development of company, franchise operating, administrative policies and procedures and to ensure achievement of all tasks smoothly and in a timely manner.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Responded to telephone and in-person requests for information.
- Evaluated customer purchase requirements and recommended best-fit company offerings.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.
- Oversaw daily outbound calls to identify services that address primary needs.
HR /Accounts Administrator
Thames Medicare Medical Recruitment Agency
07.2005 - 09.2007
- Attending NHS&REC meetings at all levels, understanding business needs, executing presentations, compiling proposals and responding to tenders
- Critically analyzed business requirements and did strategic planning
- Conducted market research and generated reports to determine areas to be concentrated more
- Duties and Responsibilities:
- Screening CV’s and short listing applicants
- Invoicing, Analyzing End of Placement Record and Producing monthly reports
- Market research, Filling up Vacancies and Financial planning for company
- Advertising, Promotion planning
- Analysis of software requirement for company
- Purchase of new Payroll software’s and Payroll management
- Setting up computer for new team members
- Data back up & recovery
- Filing of company’s financial documents to Government
Education
Diploma - Customs Brokerage- CBFCA
CBFCA
2018
Wise ONE Certified Specialist -
Wise Tech
2022
Masters of Business Administration - Finance
Charles Sturt University
2006
Bachelors - Computer Science
College of Applied Science
2003
Microsoft Certified System Engineer, Cisco Certified Network Associate & Computer Hardware -
Microsoft
2008
Skills
- Advanced skills in both hardware and software (MS-Office package) and Cargo Wise ONE
- Analytical thinking, planning, accuracy and attention to details
- Profit Margins
- Key Performance Indicators (KPIs)
- Efficiency Improvement Skills
- Budgeting and Cost Control Strategies
- Continuous Improvement Projects
- Staff Training
- Effective Workflow Management
- Logistics Expertise
- Customer Relationship Development
Timeline
IFM Team Leader/Operations Supervisor
Northline
11.2021 - Current
Senior Customer Service -Key Accounts
Famous Pacific Shipping
08.2018 - 11.2021
Senior Logistics Co-ordinator / Team Leader
Kerry Logistics Oceania
11.2013 - 08.2018
Operations Co-ordinator
BCR Australia
11.2010 - 11.2013
Coastal Administrator
Fast Cargo International
06.2010 - 09.2010
Sales Consultant
Harley Davidson Motorcycle
11.2007 - 02.2010
HR /Accounts Administrator
Thames Medicare Medical Recruitment Agency
07.2005 - 09.2007
Diploma - Customs Brokerage- CBFCA
CBFCA
Wise ONE Certified Specialist -
Wise Tech
Masters of Business Administration - Finance
Charles Sturt University
Bachelors - Computer Science
College of Applied Science
Microsoft Certified System Engineer, Cisco Certified Network Associate & Computer Hardware -
Microsoft
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