Anisa Agkolli
Haarlem
Summary
Customer-focused operations leader with strong experience in high-volume international logistics and global key account management. Proven track record of building structured processes, improving service reliability, and leading teams to deliver consistent KPI performance above 95%. Experienced in managing complex customer portfolios, optimizing export operations, and driving cross-functional coordination across global stakeholders. Known for calm decision-making under pressure, operational discipline, and the ability to turn ambiguity into structure.
Overview
6
6
years of professional experience
Work history
Air Export Operations Supervisor
A.P. Moller – Maersk
01.2025 - 03.2026
- Lead and develop a team of 3 export specialists, driving structured performance management through monthly 1:1s, KPI setting, and formal evaluations including salary progression decisions.
- Transformed a previously unstructured and reactive operation into a performance-driven team with clear accountability, standardized SOPs, and disciplined KPI tracking, consistently delivering service performance above target with zero overdue invoices.
- Successfully coached and reintegrated a returning employee from long-term burnout leave, rebuilding confidence and capability, now one of the strongest contributors on the team.
- Act as primary escalation point for strategic customers, managing service recovery, protecting relationships, and ensuring proactive communication during disruptions.
- Lead weekly operational reviews and monthly performance meetings with key account customers, presenting KPIs, improvement initiatives, and forward action plans to strengthen customer trust and transparency.
- Structured a formal customer engagement model including recurring calls and in-person review meetings, strengthening long-term partnerships.
- Re-engineered team workflows by eliminating manual tracking methods and implementing system-driven automation, significantly reducing errors, minimizing complaints, and improving response speed.
- Foster a leadership style that balances structure, accountability, and coaching — creating a stable, disciplined, and engaged team culture.
Air Export Associate
A.P. Moller – Maersk
01.2024 - 01.2025
- Managed end-to-end air export shipments, including documentation and customs processes
- Arranged collections and flights based on customer requirements
- Maintained daily customer contact via email and phone
- Supported customer implementations and operational go-lives
- Handled invoicing and operational follow-up
Key Account Customer Care Specialist
Kuehne + Nagel
01.2023 - 01.2024
- Managed one of the largest global high-tech customers as the single point of contact
- Responsible for end-to-end air export operations for a global account handling 5–10 shipments daily
- Improved handling speed and reduced operational issues by streamlining workflows
- Reduced customer complaints through clearer communication and proactive follow-up
- Prepared monthly operational and performance reports
- Organized customer meetings and onboarding sessions
Air Logistics Customer Care Specialist
Kuehne + Nagel
01.2020 - 01.2023
- Coordinated air freight shipments according to client requirements
- Ensured shipments were handled profitably and in line with customer contracts
- Prepared customer quotations
- Monitored daily operations and resolved issues proactively
- Tracked shipments and provided regular updates to customers
- Created and maintained customer business profiles
Education
Supply Chain Management
National & Kapodistrian University of Athens
Leadership Out of the Box, Leadership Specialization (80+ hours)
Queen Mary University of London
Project Management Professional Certificate - undefined
Google
Cargowise Certified Superuser - undefined
WiseTech Academy
Transport of Dangerous Goods by Air (IATA 7.1 and 7.3) - undefined
Verex
Skills
- Customer Care Management
- Team Leadership & Coaching
- SLA & Performance Management
- Process Optimization
- Stakeholder Management
- Data-Driven Problem Solving
Languages
English
Fluent
Greek
Native
Dutch
Elementary (A2)
Timeline
Air Export Operations Supervisor
A.P. Moller – Maersk
01.2025 - 03.2026
Air Export Associate
A.P. Moller – Maersk
01.2024 - 01.2025
Key Account Customer Care Specialist
Kuehne + Nagel
01.2023 - 01.2024
Air Logistics Customer Care Specialist
Kuehne + Nagel
01.2020 - 01.2023
Leadership Out of the Box, Leadership Specialization (80+ hours)
Queen Mary University of London
Project Management Professional Certificate - undefined
Google
Cargowise Certified Superuser - undefined
WiseTech Academy
Transport of Dangerous Goods by Air (IATA 7.1 and 7.3) - undefined
Verex
Supply Chain Management
National & Kapodistrian University of Athens