Klane Middleton

Achievements

• Led ‘Customer Experience Survey' (CES) initiative for Oceania, driving significant turnaround of Net Promoter Score (NPS) from -51 in April 2022 to an impressive NPS of 49 by October 2023.
• Led online correction process for Bill of Lading drafts, achieving substantial increases in utilization from 40% to 75%.
• Led transformation of Booking Webform Amendment process, elevating utilization rates from 55% to an exceptional 92%.
• Preparation and update to market for several online Webtool marketing promotions – Videos & one pager(s)
• Led ‘Knowledge Article' initiative for Oceania, catered SOP per customer integrated into Salesforce and internal Hapag systems to improve customer quality.
• Competed and victorious in ‘Commercial Challenge' where we learned & applied the ‘Whole Brain Model' ‘Customer Centric Conversation'& ‘Extra Mile Mindset', leading a team of individuals from various functions and departments against other teams ending in a sales pitch.

Main Responsibilities

• 6 Direct Reports, work across function team with 23 individuals
• Maintain effective relationships with Commercial, Business Administration, & Port Operations departments to ensure organization objectives met.
• Implement developed bots and utilizing in house developers to make changes to align with specific region requirements
• Data Analysis – Qlickview / Qlicksense, Salesforce lens reporting
• Consistently deliver superior levels of service quality with a customer-centric approach through ongoing engagement
• Effectively monitor workload distribution across the contact centre, EDI, and Salesforce case queues, ensuring optimal coverage and operational efficiency.
• Oversee the day-to-day activities of the Segmented Vertical team – including Specials, Reefer, Dangerous Goods, Food & Beverage, Agriculture, Automotive, Chemical, Metal & Mineral, Retail
• Demonstrate expertise in all facets of Export and Import
• Drive team performance by surpassing Quality promises and meeting KPI deliverables, fostering a culture of continuous improvement.
• Provide coaching and mentorship to staff through regular performance reviews, emphasizing professional development.
• Effectively communicate new requirements, processes, and procedures to team
• Identify training needs and ensure the recording and fulfillment of all team and functional training requirements.
• Proactively handle customer escalations, utilizing strong interpersonal and conflict resolution skills to achieve positive outcomes.

Achievements:

• Promotion to Customer Service Manager Oceania

Main Responsibilities:

• Support Cluster manager to deliver highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
• Support Cluster manager to monitor workload across contact center, EDI and case queues to ensure adequate coverage
• Complete Export / Import handling including customs manifesting, booking adjustment, container handling, bill of lading release, delivery order, end-to-end.
• Evaluate employee understanding, conduct training and coach individuals where knowledge gaps or where KPI metrics not met
• Minimum 1 project complete monthly (Process Improvement or Customer Quality Focus)

Achievements

• Digital driver - EDI Shipping Instruction improved from 52% to 82%, EDI Booking Penetration improved from 52% to 95%
• Member of 'Digital 100' team appointed globally.
• Promotion to 'Sub Lead' Oceania

Main Responsibilities

• Train & Upskill Australia Customer Service Team on Hapag Digital Product knowledge
• Exports requirements, including container or booking movements / adjustments with depot, terminal, transhipment, final destination
• Coordinating with Operations, Business Administration & Sales departments to ensure customer needs met.
• Register users to online Hapag & INTTRA systems
• Liaise with INTTRA for software integration setups to provide catered solutions for customers
• Liaise with Business Systems Development teams on bilateral connection enquiry for global accounts
• Lead on online Original Bill of Lading upload handling
• Point of contact for online customer troubleshooting

Achievements

• Promotion to Bookings / E-Business Coordinator

Main Responsibilities

• Customs AMS Filing for 24HR Country exports
• Bill of Lading Release
• Bill of Lading Amendment
• Customer phone handling
• Surpassing KPI metrics
• Coordinate with Chennai documentation processing teams