Minh Ngo
Logistics / Customer Service / Account Management
Sydney,Australia
Summary
Experienced and self-motivated professional in both sales and operational roles.
Proven record of generating and maintaining relationships leading to ongoing business opportunities.
Skilled in communication and transparency, both internally and externally allowing the rapid facilitation of information to relevant stakeholders.
Quick to adapt to new systems and processes, identifying various areas of improvement, as well as structured plans to increase productivity and efficiency. Focused mentality of staying until the job gets done. Outgoing and friendly, able to quickly integrate into new roles and teams effectively.
4 years of a proven track record of providing operational oversight and enhancements to Freight Forwarding companies.
Tireless in seeking untapped opportunities to optimize business processes.
Adept at both micro and macro management techniques for aligning business resources with commercial goals.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Business Support Manager
DHL Global Forwarding
Matraville, NSW
04.2023 - 08.2023
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Evaluated impact of process change on overall operation and determined return on investment.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
- Implemented corrective actions to fix root causes of various issues.
- Increased productivity by collaborating with management to develop process improvements.
Customer Service Specialist
DSV Air & Sea
Mascot, NSW
06.2022 - 04.2023
- Coordinated shipments and kept customers informed at all stages until arrival, including document chasing and delivery status
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Tailored reports suited to customers specific needs through Cargowise reporting and Microsoft Excel utilization
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Import Seafreight Operations
Mainfreight Air and Ocean Sydney
Banksmeadow, NSW
07.2020 - 06.2022
- Primarily targeting Asia / New Zealand
- Served as expert point-of-contact for internal and external questions and issues dealing with import and export operations to drive consistent communication.
- Building relationships with customers through exceptional customer service skills - maintaining the Mainfreight core values of customer satisfaction
- Created and implemented reporting systems to address key business weaknesses such as shipment delay reporting and transshipment confirmation reports allowing customers to be aware of where their shipments are in transit
- Collaborated closely with international agents to source and secure equipment and contracts with co-loaders and shipping lines to ensure customers freight continued to move despite the global shipping situation.
Sales Support
Mainfreight Air and Ocean Sydney
Banksmeadow, NSW
11.2019 - 07.2020
- Liased frequently with internal and external parties to source competitive rates while also maintaining positive and beneficial relationships for the possibility of future ongoing opportunities
- Communicated frequently and effectively with customers to ensure they are well informed of required documentation, as well as the status of their freight throughout each stage of the shipment
- Developed solutions to sales challenges and maximized business opportunities.
- Handled one-off shipments start to finish, freeing the time of Business Development executives to pursue their pipelines and chase opportunities for ongoing business
- Implemented and maintained accounts in a database ensuring information is up to date and accurate to ensure the relevant stakeholders are provided with only the necessary information
- Identified outdated and inefficient processes, while creating structured and clean plans to address these issues, allowing team members to quickly and effectively adopt these new processes, saving hours of time spent on training
- Provided exceptional customer service in difficult situations, de-escalation and problem solving by providing customers with a range of alternative solutions available.
Team Leader
I Need Helpers (VIVID)
Sydney, NSW
06.2019 - 07.2019
- Coordinated the deployment of volunteers to ensure installations were adequately manned and patrons were carefully monitored to maintain compliance standards while guaranteeing the safety of both volunteers and patrons
- Communicated frequently with Head Event Command to quickly respond to any situations requiring further assistance or outside intervention
- Mentored and guided employees to foster proper completion of assigned duties.
- Allocated and managed break times of volunteers, as well as relocations to different installations to ensure each volunteer had an enjoyable experience
- PROJECTS
- Master Template for Quoting
- Mainfreight Air and Ocean Sydney
Access Representative
Access Macquarie, Macquarie University
Macquarie Park, NSW
02.2017 - 04.2019
- Represented the university to several parties by running orientation and guided tours for international visitors
- Trained newer team members as well as providing support and guidance throughout the entire visit
- Liased frequently with representatives of visiting groups, answering queries as well as offering advice and suggestions to maximize their time.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Built personal relationships with guests to promote positive experiences.
Internal Vice President
Vietnamese Students Association
Macquarie University, NSW
04.2016 - 06.2017
- Managed the internal operations of the VSA Macquarie team; specifically, the allocation of the 15 VSA committee members to different sub-divisions to improve efficiency when event planning
- Won the ‘Social Spirit’ award at the Student Groups Awards Ceremony, for being the student group that improved university life the most for the greater student body in 2016
- Maintained team morale throughout the year through team building events and social gatherings, ensuring that no committee members were neglected, strengthening the bond as a whole team and with the other VSA teams in other universities.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
Education
Bachelor of Commerce - International Business
Macquarie University
Macquarie Park, NSW 01.2016 - 01.2019
Skills
Report preparation
Timeline
Business Support Manager
DHL Global Forwarding
04.2023 - 08.2023
Customer Service Specialist
DSV Air & Sea
06.2022 - 04.2023
Import Seafreight Operations
Mainfreight Air and Ocean Sydney
07.2020 - 06.2022
Sales Support
Mainfreight Air and Ocean Sydney
11.2019 - 07.2020
Team Leader
I Need Helpers (VIVID)
06.2019 - 07.2019
Access Representative
Access Macquarie, Macquarie University
02.2017 - 04.2019
Internal Vice President
Vietnamese Students Association
04.2016 - 06.2017
Bachelor of Commerce - International Business
Macquarie University
01.2016 - 01.2019
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