ZOYA M.

LATIF
Curriculum Vitae

Customer Service & Supply Chain Management Professional

LinkedIn: ae.linkedin.com/in/zoyamlatif/

Contact: + (971) 50 5400490

Skype: Zoya.latif

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ZOYA M. LATIF
Mobile: + (971) 50 5400490 | E-Mail: Zoya.latif@gmail.com Seeking assignments in Customer Service / Supply chain management with an organization of high repute With over 7 years of collective experience in

Team Management

Operations Management

Resource Optimization

A competent and dynamic professional offering over 7 years of experience in Customer Service, Sales Support, Logistics Operations, Order Management, Customer Issue Tracking ensuring best in class performance. Adept in Process, Logistics of orders with planning, production and Commercial execution of order. Comprehensive ability to handle full cycle of Order management/Fulfillment, which includes sales transaction. Tracking of all shipment from PO/ order to material delivery. Keen planner, strategist & implementer with strong business acumen & excellence in creating customer development procedures and service standards Specialized in commercial affairs, Business operations, Sales Support, Account Receivables Order Processing, Customer Support services, Operation related functions. Coordination with internal & external customers, status update for open orders, aligns all material as per customer required date. Solutions-driven, customer centric professional with significant experience in handling all aspects of service functions including solving customer grievances Cost effective secondary Logistics for on time deliveries, timely monitor the performance of transporters/vendors and 3PL. Negotiate for new contracts/project with transporters/vendors. Plan Inventory as per S&OP, Receive forecast from customers, align internal/external stake holder including purchase, production & logistics, shipping line and schedule material as per S&OP submitted. Hands-on experience in monitoring the overall functions of processes handled; identifying improvement areas within the team and implementing adequate measures to maximize customer satisfaction level. An effective communicator with excellent relationship building & interpersonal skills coupled with strong analytical, problem solving & organizational abilities CORE COMPETENCIES

Sales & Customer Planning: Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation. Implementing systems to achieve maximum efficiency in various operations. Spearheading process improvement initiatives. Setting up targets, SOP & SLA. Setting and maintaining Service level and involved in planning of the best service processes. Supply Chain & Order Management: Mapping business requirements and coordinating in developing and implementing Order management and supply chain processes. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines. Suggesting alternatives for improving and enhancing the services standards and carrying out review of systems to further improve quality. Executing quality Projects for enhancing and improving processes. Customer Servicing: Monitoring the pre & post service activities like post service feedback, follow up with the customers, service reminders and handling customer complaints for superior customer service. Enhancing customer satisfaction matrices through on-time delivery & monitoring customer complaints issues. Execute key account management concept for key customer. Service Operations: Heading post-sale product performance, Service failures analysis & suitable remedies at the shortest time so as to maintain the world class bench marks of customer's satisfaction and business retention. Organizing service marketing; market survey and analyse competitors' situation, products, products advantage/disadvantage and competitiveness. Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation Team Management: Supervising and monitoring the performance level of the service staff at the national level for ensuring superior customer service and accomplishment of service targets. Conceptualizing & developing training & development initiatives for improved performance & productivity. Organizing competence development or skill matrix for service team and the discussing current work issues and devising solutions for enhanced operations.

OCCUPATIONAL CONTOUR Since Jan10: 3M Gulf Dubai, UAE as Supply Chain Logistics / Customer Service Specialist About 3M: 3M is a diversified technology company with a worldwide presence in 6 markets: Consumer & Office, Display & Graphics, Electro &Communications, Health Care, Industrial & Transportation, Safety, Security and Protection services. Worldwide sales: $30 billion with operations in more than 60 countries - 29 international companies with manufacturing operations, 35 laboratories. 3M products sold in nearly 200 countries with more than 67,000 employees. Key Deliverables: (Covering MEA Region & Exposure to all 6 Business) Work closely with the Leadership Team to understand the business priorities, participate in strategic planning & translate the same into roadmaps for Customer Service and Operations to maximize service level & drive business improvement and efficiencies. Responsible for identifying and developing customer service procedures, policies and standards, ensuring implementation, communicating process and quality improvements. Work closely with Marketing, Production and Finance to deliver accurate order demand forecasts, order planning, credit management and timely fulfillment of market needs. Strategize and Standardize Sales Order Life Cycle Management to lead towards continuous improvement. Creating and managing Service delivery process at PAN Gulf level. Provide support at the pan GCC position to the customer service department and develop a high performing team to maintain optimum Service level Gap analysis and solving operational problems by implementing initiatives to eliminate waste within operations. Strong analytical and planning skills leading to customer advocacy. Set up, maintain & manage the End-to-End Supply and Delivery Management Operations within gulf Exceptional capacity to enter new environments and begin to produce clear-cut results right from the start with welldeveloped technical and communication skill. Monitored and controlled customer communications at all touch points. Standardization of processes for enhanced customer satisfaction Doing root cause analysis for continuous stock out situation & poor stock availability for core SKUs; generating PO outstanding report & follow up with SOS for order status visibility. Raising complaint with SOS against inbound damage, quality issue & short deliveries. (CFR ); measuring service levels to customer on monthly basis (OTIF) On-Time In-Full. Participating in monthly S&OP meetings with Marketers, CBL's to discuss on Stock Availability, OTIF, Order Status, Billing Estimation, etc. Build close relationships with all key customers and ascertain satisfaction with products and support service. Accountable for the overall provision of professional and effective services to all customers, to meet or exceed customer expectations, particularly in terms of quality and timeliness, in line with departmental standards, procedures and guidelines. Key Achievements and Awards at 3M: Improved customer service satisfaction by 5% annually through supply chain management initiatives, inventory control and flexible manufacturing practices. Improved the accuracy of our intranet reports with the help of IT. Improved support service level by 20%. Established good working relationships with internal/external customers. Developed and implemented customer service program, for A & B customers (Customer first program). Performed stock count with 100% accuracy. Initiated e-filing and e-newsletter that streamlined operations Got promoted every year due to excellent output delivering results consistently Spot recognition award for achieving high Stock Availability at 99.6 % - 2010 Best Performance Award for handling demand planning for one Business - 2011 Spot recognition award for the extra mile to support Business in the highest sales Quarter - 2012 Conversion of manually driven processes to automatically driven tool. Jun08 Dec09: SAB Media Dubai, UAE as Customer Services & Distribution Manager Key Deliverables: In charge of the FINE ART DIVISION, handling special PROJECTS/EVENTS and promoting growth of business in that division.

 Handling all customer services related activities for AIR & SEA Import and Export customer service responsibilities, including order progressing and invoicing. Managed and overseeing the Logistics and Supply chain requirements for Key Accounts. Monitoring telephone calls through the system. Introduced the concept of Tele-Sales in the CS team Monitoring Client Satisfaction and Feedback, logging in Customer Complaints, addressing and ensuring closure of the same. Analyzing customer Feedback to ensure customer service is maintained to the highest possible standards. Built and maintain relationships with retail outlet mangers for the successful placement of publications. Responsible for promoting the publications and increasing sales and circulation including but not limited to; Retail Sales, subscription sales and distribution points. Participate in company sponsored events to promote the publications and attract new subscribers, advertisers and retail outlets. PRECEDING ASSIGNMENTS Jun06 Jun08: DUBAI MEDIA CITY - Emirates, Printing, Publishing & Distribution Co, UAE as Customer Services - Head EDUCATIONAL ACHIEVEMENTS Bachelors Degree (Information Technology) From American World University TECHNICAL SKILLS & CERTIFICATIONS Microsoft Certified Professional (MCP) Proficient in Microsoft Office Suite, Windows, Print Shop, Outlook & Lotus Notes TRAINING & DEVELOPMENT Effective Communication & Time Management Various 3M Product Training Leadership Training PERSONAL DOSSIER Date of Birth: Linguistic Proficiency: Driving License: Nationality: Visa: 9th September 1989 English & Urdu (Fluent), Punjabi (Native) and Arabic (Beginner) Holding a Valid UAE Driving License Pakistani (Born & Brought up in UAE, well known to all places in UAE) Father's Sponsorship