Serhat Bal

Experience

• 

  Havas Ground Handling Co.

  May 2012 - Jul 2013

  Operation agent

  ● Responsible for all ground activities in apron (handling & Pullback etc.)● Responsible for managing Ramp team and loading & unloading of linehaul● Preparing balance sheet of linehaul and planning loading instructions

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  TNT

  Jul 2013 - Jul 2021

  ● Responsible for all activities of Gunesli Depot Operations● Responsible for Hiring & training activities● After Sale and / or Complaint visits of Customers● Providing Operational assist & visits to Customer for successful sales with Sales department● Preparing Customer Experience score cards based on complaints● Training Customer experience team based on complaints● Leading All dispatcher teams of Istanbul ● Managing Customer Complaints as Operation and managing & measuring KPI of operation (depot & dispatchers) team’ calls● Managing Warehouse-Bonded warehouse distributions by road & air● Organizing 3rd party domestic service providers’ operations ● Improving operational systems, processes and policies in support of organizations mission. Show less ● Providing country capability information● Pro-active service calls if required● Coaching & Training Customer Experience team based on Complaint management● Communicating service failures to Sender & Contact Centers● Tracking & Tracing shipments● Supervising transfer/transit operations and warehousing activities● Completing required documentation for import operations and giving necessary instructions for payment and customs clearance information to customers● Coordinating return process of shipments● Contacting and advising Customer's Customs Broker Firms● Supporting the inbound & area sales specialists● Advising customers about their customs related issues● Communicating data and reports with TNT offices abroad Show less

  • Operation Supervisor

    Feb 2019 - Jul 2021

  • SUPPORTLINE SPECIALIST

    Jul 2013 - Feb 2019

  • FRONTLINE SPECIALIST

    Jul 2013 - Aug 2015
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  Banabikurye

  Nov 2021 - Jun 2023

  Operation Manager

  ● Responsible for all Operation (logistics & customer experience) activities● Responsible for Hiring & training of Dispatchers● Responsible for Customer omnichannel Complaint Departmant activities● Responsible for establishing information web of customers & Couriers ● Responsible for segmenting & tracking both Customers and Couriers based on industry, performance and special requirements. Create Action plans & SOP’s for segments● Responsible for increasing self-employment Couriers in system● Planning & Managing Logistics projects● Organizing 3rd party domestic service providers’ operations● Coordinate with Product management & Marketing & to ensure high customer satisfaction and significantly increase in service rate to customers● Responsible of the cost analysis of all suppliers, tracks the prices and focuses on continuous improvement● Design and execute comprehensive logistics strategic plan to drive excellent and quality service and business profitability.● Improving operational systems, processes and policies in support of organizations mission.● Leading periodic delivery performance review meetings, ensure continuous improvement● Periodically or quarterly reporting to region of KPI’s Show less