Sophia Zeng

Experience

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  P&O Nedlloyd

  Mar 2003 - May 2005

  Associate

  > Customer Service Associate. Deliver objectives, contact with customer as well as other colleagues to get job done> Raise ideas for continuous improvement> Team player

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  A.P. Moller - Maersk

  May 2005 - Jan 2015

  • 5 direct report from different team (team leader and managers), team size at 80+. Regional customer service manager• Serve customers in North Asia Region including Mainland China, Korea, Japan, Russia• Set up the invoice disputes department in Chengdu • Build up highly engaged team including hiring talents required• Migrate invoice dispute process in North Asia Region including countries China (Hong Kong, Taiwan are inclusive), Japan, Korea, Russia from Maersk branch offices to Global Service Center via migration projects• Serve customer in North Asia as well as Russia, Finland through both phone calls and emails• Collect payment from customer, deliver DSO target• Financial controlling including outstanding in the organization as well as freight change reports• Audit the entire financial process to protect company revenue, detect/prevent fraud in the organization• Lead North Asia Money in Bank project in first half of 2014• Design measurements for the invoice disputes process• Manage culture diversity, have 2 foreign leaders reporting into me• Implement other global projects in Chengdu site• Manage stakeholders from different locations, different culture to enable global objectives• Standard Operation Procedure governance and implementation;• Develop the team to deliver excellent customer experience; • Use Six Sigma knowledge to improve internal efficiency • Cooperate with peer group in other sites like India to deliver customer experience, • Planning and budgeting on yearly basis • Organization development including but not limit to training and education Show less > Assistant to Department Head. Responsible for: coordinating with different departments to reach out consensus and achieve the expecting goal, managing department performance, planning department big events, acting as a coordinator of anything that relates to department. Providing data for department head, proposing improvement ideas to management team, Communicating/working with all managers to get the result timely for department head> Chairlady of the company Labor Union. Budgeting, take care of staff engagement, planning for main activities by leading a team at 30 members, working with superior Labor Union to align policy Show less

  • North Asia Process Delivery Lead - Functional Head

    Feb 2013 - Jan 2015

  • Process Manager

    Jul 2010 - Feb 2013

  • Team Manager, Chairlady of Labor Union

    May 2005 - Dec 2010
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  Sales Support Department Head

  Jan 2015 - Jan 2016

  Department Head

  • 5 direct reports (leader & managers), team sized at 80. Regional Inside Sales and Pre sales customer service manager, responsible for all pre sales activities including • Serve customers in North Asia Region including Mainland China, Korea, Japan, Russia• Receive customer quotation through emails, systems, we get rate from Salesforce.com provided with preconditions like port of loading, commodity, route, shipment date, targeted volume, etc…• Digital Marketing - email promotion, create opportunities in Salesforce.com and follow up • Manage Sales pipeline, Sales leads• Maintain and develop customer relationship• Customer segmentation Key client segment• Lead the migration with Branches to take over the inside sales and sales support activities• Lead /coach/motivate team to deliver objectives • Stay close to the market and decide Quotes Below Authority through information provided by Trade and Marketing Team• Follow up opportunities with customer through email by checking whether opportunities have been realized • Drive sales lead through checking commitment / quotes follow up• Deliver volume （1500 FFE/ year）• Analyse data through running report from Salesforce.com on where potential opportunities are • Prepare RateSheet for customers and sales colleagues on monthly basis – proactive sale • Document process Standard Operating Procedure and optimize process through continuous improvement• Eliminate wastes in the process like de-select lower value customers and improve Quotes to Win ratio• Delivery branding through enhance customer experience continuously • Seek potential customers through data analysis• Implement global projects at site, replicate good practice globally• Maintain database in Salesforce.com• Continuously improve process • Liaise with executive stakeholders to get things done Show less

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  Safmarine

  Nov 2015 - Jul 2017

  Senior Key Account Sales Manager

  > Responsible for Key accounts at all trades > New Business acquisition> Business development for key accounts> Customer relationship management > Business development > Operation excellence > Shipping > Team management

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  Maersk Line, Limited

  Jun 2017 - Dec 2018

  Regional Project & Special Cargo Trade Manager

  Project Cargo - Project Cargo Transportation SolutionSpecial Cargo Transportation Solution design

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  A.P. Moller - Maersk

  Jan 2019 - now

  Revenue Manager - Regional Special Cargo Transportation Solution in Asia Pacific

  Revenue management in Special cargo segment out of gauge , breakbulk ;P&L for this segment ;Network utilization ;Customer experience

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  Maersk

  Oct 2020 - now

  Asia Pacific to Oceanie Revenue Manager

  Asia Pacific to Oceanie pricing manager