Bogdan Taune

Experience

• 

  DHL Express Romania

  Nov 1997 - May 2005

  • Ensured that an efficient, courteous, informative and sales oriented service was provided to all customers in line with company guidelines and procedures, in order to maximize department contribution in customer satisfaction and revenue targets achievement• Managed e-mail, fax and telephone trace requests from customers promptly, courteously and efficiently and alert the Team leader / Sales Executive where necessary of any situations likely to escalate in order to determine and undertake appropriate action to ratify service failures• Investigated and took appropriate action and follow up reports from customers of undelivered, misrouted and delayed shipments within established procedures and time parameters Show less • Ensured that the delivery instructions received from DHL origin station for the undeliverable shipments are followed in a timely manner• Keep customer updated with all progress during tracing investigation.• Established and maintained a good communication with all relevant staff (inside or outside DHL Romania).• Answered general, account and service enquiries by telephone in a professional manner, providing information and advice, for existing and potential customers.• Established and maintain excellent rapport with customers in order to ensure that the best quality service is offered, thereby securing customer loyalty.Give support to the courier any time is needed Show less

  • Undeliverable Agent

    Apr 2000 - May 2005

  • Tracing Agent and Front Line Agent

    Nov 1997 - Apr 2000
• 

  DHL Express Romania

  Nov 2006 - now

  Terminal Supervisor BUH IATA Area

  Driving operational improvements, maximising the value of the asset base while ensuring a tight control on operational costs. Responsible for monitoring and continually improving standards of performance and quality within the operation.Duties: • Managing a team of 75 employees, including OPS Terminal Team Leaders, Undeliverable Agents, Deferment Fee Coordinator, National Routes Coordinators, Couriers and Subcontractors• OPS activities covering more than 3,000 sqm and approx. 55% of the total country volumes, with 55 PuD routes• Negotiating contracts with external PuD subcontractors to meet the cost targets and reach the maximum level of performance and productivity• Monitoring the operational KPIs in order to increase productivity and reduce costs, and take immediate actions to reverse identified areas of under-performance• Planning resources for the daily activities, including equipment and vehicles, to ensure daily operational targets are met • Conducting the selection and recruitment process, appraise, motivate, train and develop the department staff to ensure the right resources are in place to maintain /exceed local and network standards• Ensuring compliance to all Global SOP requirements• Working closely with all functions, attending cross-functional meetings for various Country projects (Commercial, CS, Finance, HR, IT)Achievements:Bring to the team the “Courier of the Year” and 1st Place “Lord of the Rings” awards1st place in sales lead campaign OPS league. Best Coach for Sales Lead Competition Reduced the On Route Undeliverable from 6% to 3.2%.Nominated “Employee of the Month” for several timesActively involved in volunteering activities, events and projects (Global Volunteer Day, Carpathian Marathon, Euro Soccer etc.)Reduced turn-over Show less