Abrar Ahmed
Aldie,VA
Summary
Diligent with solid background in managing client relationships and ensuring customer satisfaction. Proven track record of driving revenue growth through strategic account management and cross-functional collaboration. Demonstrated ability to analyze client needs and deliver tailored solutions, enhancing both client retention and business outcomes.
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Account Manager
Gate Gourmet
10.2022 - Current
- Lead monthly service order checks to ensure all service items captured, aligning CXP and Sales force targets
- Manage customer-specific KPI's - reporting to commercial teams, agreeing performance targets to these KPI's (e.g., delays, complaints, audit results) with Commercial VP and GM
- Manage Annual (or quarterly) customer feedback survey on each aspect of the role - communication, inventory management, Quality cost management/invoice accuracy, and customer service orientation (does the customer view this role as representing their interests in the unit
- Approve (w/GM consent) specialty orders, uplifts, and responsible for invoice accuracy and timelines
- Direct the production team in order to maintain a continuous knowledge of current specifications and customer expectations through routine audits
- Ensure supply chain/purchasing has current up to date data and support purchasing requirements
- Ensure that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice
- Provide coordination between customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc
- Lead weekly recaps of delays vs targets, FAC's, and Update with customer on weekly basis and local station management
- Develop best practices for customer communications, conflict resolution, and compliance on customer deliverables, providing regular two-way communication between the client and local GGI
- Organize and lead supply chain inventory process taken accurately and on time
- Evaluate data and provide customer feedback to help customer reduce costs trough inventory management
- Assists internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCP's, safety) and facility needs
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Built relationships with customers and community to promote long term business growth.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Account Manager
HUB GROUP (NSD)
11.2021 - 10.2022
- Oversee customer communication, including exception notification and problem resolution
- Manage the load acceptance process for customers using relevant customer and network information
- Supervise account accessorial and profitability trends to identify areas of opportunity
- Work with operations to establish correct equipment pool levels
- Lead team to provide transportation solutions across all modes for all customers
- Monitor weekly lane level volume trends and communicate opportunities to Sales and the customer
- Strategize, create, and run account metrics and meet or exceed associated goals with team leaders
- Network with other Operations, Sales, Collections and Pricing departments
- Conduct daily/weekly/monthly account analysis by utilizing provided reporting tools
- Interact with customer and Sales to identify growth opportunities
- Lead customer strategy and metric meetings, presenting data analytics
- Collaborate with Customer Solutions to ensure accurate and complete on-boarding of new clients and lanes
- Assist Collections Department and Sales on customer invoicing disputes
Vendor Management
Excel Group, Excel Courier Services and Logistics
03.2020 - 11.2021
- Measure and report customer satisfaction & vendor performance while implementing continuous improvement strategies
- Monitor performance of vendors to ensure deliveries stay in-line with contractual obligations and performance metrics
- Plan and conduct regular performance reviews with major third-party providers alongside relevant technology stakeholders
- Conduct audits and thereafter manage the remediation of third-party management responses to audit findings
- Identify internal areas of improvement and work closely with internal stakeholders to prepare and implement those solutions
- Develop ISTP MIS proposals to compose 'End State' reports and subsequently work to obtain upper management approval
- Coordinate all management tasks facilitating the smooth operation between external vendors and internal resources
- Implemented a new vendor management system that streamlined onboarding procedures while improving supplier relationships.
- Drove cost savings initiatives through effective vendor management, strategic sourcing, and negotiation tactics.
- Reduced overall project costs with effective contract negotiations and vendor management strategies.
- Implemented a new vendor management system to track performance metrics and ensure timely delivery of materials.
Sr. Engagement Manager (Talent Supply Chain)
Amazon
10.2019 - 03.2020
- Built and oversaw the inception of the DDC4 Amazon Warehouse Supply Chain Operations from ground up
- Lead a team of over 200 associates in streamlining compliance and protocol for warehouse operations
- Leverage Tableau Dashboards to analyze supply chain health and adjust operations based on projections
- Utilize Salesforce as a Super User to manage talent acquisition at every step from interviewing to onboarding
- Act as Account Manager between clients, vendors, and Directors to maintain relationship and retention
- Train and mentor Logistics and TSC personnel to operate within the compliance guidelines and safety measures
- Created and managed social media campaigns to increase brand engagement.
- Met with clients to understand needs and develop proactive solutions.
- Conducted market research to identify new opportunities and target markets.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
Operations Manager
Amazon Logistics
10.2017 - 10.2019
- Lead day-to-day operations of delivery stations concerning inbound, outbound, and sorting operations
- Reduced sortation backlog by 30% through time saving and cost-cutting measures such as overtime management
- Monitor operations and produce quarterly reviews to proactively identify areas for improvement and possible optimizations
- Recommend and implement operational improvements by engaging with site managers and regional leaders
- Execute stand-up meetings involving staff, external clients and senior leadership to communicate ongoing statuses
- Update and maintain documentation in the form of Standards of Practices to codify new processes
- Ensure 100% delivery guarantee to customers by directing collaborating efforts between employees and vendors
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Reported issues to higher management with great detail.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Facilitated smooth collaboration between departments through clear communication channels.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
B.S. - Business Administration (Accounting and Finance)
London School of Commerce
11.2011
Skills
- Salesforce
- Microsoft Office
- SharePoint
- I9 Advantage
- Budget Planning
- Supply Chain Management
- Fulfillment Center
- Mentorship
- Human Resources Information System HRIS
- Applicant Tracking Systems
- Interpersonal skills
- Verbal skills
- Customer service
- Account management
- Teamwork and collaboration
- Client relations
- Goal oriented
- Account oversight
- Networking skills
- Project management
- Operations
- Account servicing
- Marketing
- Customer needs assessment
- Client acquisition
- Order management
- Vendor management
- Brand management
- Employee mentoring
Timeline
Account Manager
Gate Gourmet
10.2022 - Current
Account Manager
HUB GROUP (NSD)
11.2021 - 10.2022
Vendor Management
Excel Group, Excel Courier Services and Logistics
03.2020 - 11.2021
Sr. Engagement Manager (Talent Supply Chain)
Amazon
10.2019 - 03.2020
Operations Manager
Amazon Logistics
10.2017 - 10.2019
B.S. - Business Administration (Accounting and Finance)
London School of Commerce