Desired Job Title
General ManagerDirector of OperationsCustomer Retention ManagerEmployee TrainerLogistics Account ExecutiveWork Type
Full TimeConsultingContract WorkLocation Preference
RemoteHybridLocation: Baltimore, MD
Open to relocation: No
Open To Work
Verified
This profile is verified using an email address.
Jahan Raza
Transportation & Logistics Manager
Halethorpe,MD
Work Preference
Summary
Transformational leader recognized for driving a 20% increase in bookings and maintaining a 95-97% client satisfaction score. Skilled in overseeing complex operational processes while fostering a culture of excellence through mentorship and team development. Committed to aligning team goals with organizational objectives to enhance service delivery.
Overview
15
15
years of professional experience
Work History
General Manager
U.S.Art Company, Inc.
Washington, D.C
10.2023 - Current
- Manage and oversee all aspects of DC Operations including Local and Long Distance Operations, Crating, Project Coordination, Fleet Maintenance, Facilities, Warehouse, and Storage Management.
- Lead 12 direct reports including Operations Manager, Crating Manager, Project Manager, and Art Handlers, CDL and non-CDL.
- Direct and coordinate gallery and museum-level logistics with the highest level of client services including international, domestic, and exclusive shipments, and client courier arrangements.
- Recruit, hire, and onboard talent best suited for DC and overall U.S.Art Operations; perform annual reviews and mentor staff and strategize collaboratively to achieve personal career goals.
- Drove productivity by motivating and coaching direct reports, fostering a positive work environment and recognition opportunities.
- Report directly to the Corporate Management Group to collaborate on DC operational strategies and growth.
- Cultivated strong relationships with clients, colleagues, and direct reports to enhance employee and client retention.
- Introduced two new client accounts which created over $500k in increased revenue for the region.
- Overall bookings for DC region increased by 20% since hired.
- Consistently maintains a 95 - 97% client satisfaction score based on client feedback surveys.
AVP, SAP Product Owner
Sotheby's, Inc.
New York, NY
01.2022 - 04.2023
- Delivered Agile methodologies to lead a team of engineers and analysts to efficiently develop new features and improvements to internal business users.
- Collaborated with cross-functional teams, including business stakeholders, developers, and quality assurance, to define product vision, roadmap, and backlog, and ensure timely delivery of high-quality software solutions.
- Carried out business process analysis and requirements gathering to understand client needs and translated them into functional specifications for system configuration and development.
- Defined user stories, acceptance criteria, and prioritized product backlog based on business value and customer needs.
- Facilitated sprint planning, daily stand-ups, grooming and refinement sessions, and sprint reviews as part of Agile ceremonies, ensuring effective communication and alignment among team members.
- Provided user technical support for existing SAP functions and resolved system errors.
- Documented recurring user training issues and compiled training material as well as conducted training sessions to reduce work order requests for SAP team members, resulting in significantly reduced time spent on user inquiries and increased productivity towards stories to meet timelines.
- Managed an average of 30 Helpdesk tickets per day; consistently resolving product performance issues and issuing required training for common ticket categories.
- Decreased work time by 50% by creating new report with automations to track collections for Accounts Receivable.
AVP, Head of Client Experience
Sotheby's, Inc.
New York, NY
01.2021 - 12.2021
- Managed a team of 23 post sale managers, administrators, and shipping coordinators to execute flawless client service to sellers and purchasers of fine art and luxury goods.
- Enforced KPI rules and effectively managed and coached users to meet KPI's of Freshdesk and other business processes for the purpose of managing client service.
- Maintained relationships and SOP's for Sitel call center to uphold company customer service standards and KPIs.
- Served as point of contact or escalation for high profile service needs and confidential client management.
- Exuded the highest standard of customer service and possessed a proven track record at rectifying customer service complaints in the most appropriate and effective manner.
- Provided thorough and effective mid-year and year-end performance reviews for all team members.
- Depended on by the Product & Technology team as direct stakeholder for business requirements and prioritization of new features, enhancements, and software integration for Sotheby's globally.
- Directly involved in implementation, setup, and launch of Freshdesk Helpdesk support software for the Client Experience team.
- Supported staff to achieve KPI's and implemented automations to handle largest volume of sale inquiries in Sotheby's history; reaching KPI goal of 80% response rate within 6 hours; and 95% response rate within 24 hours.
AVP, Head of Post Sale & Pre-sale Administration
Sotheby's, Inc.
New York, NY
02.2018 - 12.2020
- Led a team of 7 Post-Sale Managers and cross-functional operational staff through Sotheby's highest-volume sales period in New York history, overseeing multimillion-dollar financial transactions, improving employee retention to a three-year high, and driving operational excellence through process optimization, training, and performance management.
- Improved team productivity by 15%, reduced KPI metrics times by 12 hours setting new standard.
- Increased customer satisfaction scores by 10% in one year, reduced escalations by 13%.
- Created a high-performance, employee-focused culture that achieved the highest Post-Sale team retention rate in more than three years, strengthening engagement, reducing turnover, and preserving institutional knowledge. Achieved 80% department retention versus previous average of 50% over a two year period.
- Reviewed and approved client settlements, consignor payments, guarantee advances, and independent contractor disbursements to ensure financial accuracy and compliance.
- Oversaw, reviewed and approved receivables and outgoing payments of more than $1B annually.
- Directed property release controls and governance reviews, conducting routine audits and implementing compliance measures that safeguarded assets, mitigated risk, and maintained adherence to corporate policies and regulatory requirements.
- Designed and implemented client-focused service strategies that increased customer satisfaction, strengthened consignor relationships, and improved financial returns across post-sale operations.
- Partnered with Finance leadership to deliver monthly reporting and analysis of extended payment terms and aging receivables, providing actionable insights that improved cash flow forecasting and collection performance.
- Managed receivables portfolio exceeding $700M and reduced overdue balances by 25%.
Shipping & Logistics Manager
Sotheby's, Inc.
New York, NY
05.2015 - 02.2018
- Implement specific customer requirements, such as internal reporting or customized transportation metrics.
- Managed third party vendor relationships, performed regular site visits, risk assessments, and negotiated shipping rates.
- Arranged import and export permits for US Fish and Wildlife, including CITES, USDA/APHIS, and other associated import/export permits as required.
- Facilitated setup of on-site Designated Screening Area within Sotheby's and assisted in regular audits with the TSA.
- Understanding of US Customs compliance procedures as they relate to TIBs, Carnets, Duty Drawback, classification, and general customs entry processes.
- Handled next-level escalations for inbound consignments, outbound purchases and return to consignor shipments, and traveling exhibitions with a sense of urgency.
Supervisor, Customs Brokerage
Expeditors International
Inwood, NY
01.2014 - 05.2015
- Managed growing team of 25 brokerage agents responsible for processing over 1,000 customs entries per month.
- Designed and facilitated training for staff on logistics content such as Incoterms, Fish & Wildlife procedures, and Tariff Classification.
- Performed quality assurance checks on customs entries to monitor and provide feedback to brokerage agents as to reduce entry errors and re-work.
- Analyzed team processes and identified then implemented changes in business process to increase entry count and productivity.
- Named Supervisor of the Month once in this position for outstanding leadership and influence on increased productivity and output by the team.
Team Lead, Customs Brokerage
Expeditors International
Inwood, NY
01.2013 - 12.2013
- Co-managed a team of 15 brokerage agents responsible for the highest revenue-generating account in the region.
- Provided onboarding and continuous training for team members and established KPIs along with managing processes to meet said KPI's.
- Documented and updated account Standard Operating Procedures as needed for consistent quality of client account management, specifically recognized for contributions and attention to detail in this effort.
- Served as a point of escalation and provided resolution management for complex Customs and Other Government Agency issues which were outside of scope for less experienced brokerage agents.
- Directly impacted and improved team morale by implementing team building exercises, providing incentives for productive and high-quality work and provisions for overtime employees when appropriate.
- Named employee of the month once in this position for effective leadership and efforts in training and retention.
Customs Brokerage Agent
Expeditors International
Inwood, NY
02.2011 - 12.2012
- Processed Customs entries using Carnets, TIBs, and regular consumption entries.
- Verified documentation for submission to U.S. Customs and other government agencies.
- Acquired knowledge of US Customs import procedures and cultivated relationships with key members of Fish and Wildlife, FDA, and US Customs.
- Evaluated rates from truckers and carriers to secure optimal service and efficient freight transit for clients, including Tiffany & Co.
- Collaborated with freight forwarders and brokers to facilitate timely transit of international freight.
- Corresponded daily with international offices to confirm and approve most efficient routings for Tiffany & Co.
- Named employee of the month twice while in this position, recognized for high-class customer service, teamwork, and surpassing KPI standards.
Education
Bachelor of Arts - International Studies and Business Management
Stony Brook University
Stony Brook, NY12-2010
Skills
- Operations management
- Strategic planning
- Change management
- Process improvement
- People management
- Training and retention
- Client service excellence
- Empathetic leadership
- Effective communication
- Complex problem solving
- Diversity management
- Presentation skills
Timeline
General Manager
U.S.Art Company, Inc.
10.2023 - Current
AVP, SAP Product Owner
Sotheby's, Inc.
01.2022 - 04.2023
AVP, Head of Client Experience
Sotheby's, Inc.
01.2021 - 12.2021
AVP, Head of Post Sale & Pre-sale Administration
Sotheby's, Inc.
02.2018 - 12.2020
Shipping & Logistics Manager
Sotheby's, Inc.
05.2015 - 02.2018
Supervisor, Customs Brokerage
Expeditors International
01.2014 - 05.2015
Team Lead, Customs Brokerage
Expeditors International
01.2013 - 12.2013
Customs Brokerage Agent
Expeditors International
02.2011 - 12.2012
Bachelor of Arts - International Studies and Business Management
Stony Brook University