Denys

Denys Martynov
Director of Customer Service

La Spezia, Italy | Tel.: [открыть контакты](см. выше в блоке «контактная информация») | E-mail: [открыть контакты](см. выше в блоке «контактная информация») | [открыть контакты](см. выше в блоке «контактная информация»)

Strategic Customer Service Leader with over 20 years of experience in global container lines (Top-tier Global
Lines). Expert in managing large-scale operations (Import/Export), specialising in digital transformation and
improving customer loyalty (NPS). I have a proven track record of building high-performing teams, optimising
costs and implementing strategic initiatives in line with international standards and company policies. I have
a deep understanding of the Italian logistics market and the principles of Ringfenced Accounts management.

Key skills:
● Liner Shipping Operations: Expert knowledge of the full container shipping lifecycle, including export/import flows
and terminal operations.
● Documentation & Compliance: Proficient in e-BL, e-SI, and EMC digitalization; expert in managing hazardous
materials and international transport regulations.
● Performance Metrics (KPI & NPS): Proven track record in establishing performance measures and driving
initiatives to enhance Customer Satisfaction and Net Promoter Score (NPS).
● Digital Transformation: Experienced in leading the digitalization of logistics operations to reduce manual
workload and increase accuracy.
● Financial & Resource Management: Skilled in departmental budgeting, cost optimization, and ensuring balanced
workload distribution.
● Supply Chain Optimization: Extensive experience in organizing "door-to-door" export processes and improving
operational dependability.

Key soft skills:
● Strategic Leadership & Strategy 2030 Alignment: Ability to align departmental goals with global corporate
objectives.
● Change Management: Adept at guiding teams through process transitions and the implementation of new digital
service solutions.
● Stakeholder Management: Experienced in liaising with Area offices, global clients, and cross-functional teams
(IT/BSD/Sales).
● People Development & Coaching: Strong background in staff training, conducting performance reviews, and
fostering professional growth.
● Conflict Resolution & Crisis Management: Skilled in resolving high-level customer concerns and managing
complex logistics claims.
● Cross-functional Collaboration: Effective at working closely with diverse departments to improve overall
communication flows and process efficiency.

PROFESSIONAL EXPERIENCE

Head of Customer Service Department | MSC Ukraine | 2007 – 2024

● Leading a team of 11+ employees across Export and Import divisions; ensured 100% compliance with corporate
standards and exceeded key performance indicators (KPIs) by 20%.
● Conducted comprehensive digitalization of document management (e-SI, e-BL, EMC), achieving a 98% e-SI
adoption rate. Served as Product Manager for the internal agency program, which increased overall operational
efficiency by 300%.
● In 2022, designed and launched a remote service center, ensuring 24/7 business continuity and maintaining high
communication speed during wartime, which preserved 100% of the active client base.
● Successfully resolved complex 'end-of-voyage' import cargo release cases during the 2022 Ukraine crisis,
ensuring the compliant and secure delivery of ~8,500 containers to customers under extreme conditions.
● Optimized customer service workflows and "door-to-door" delivery models, resulting in a 25% increase in service
reliability (2023-2024).
● Improved interaction quality by optimizing communication flows, contributing to a significant rise in the Net
Promoter Score (NPS) and customer retention.
 ● Mentored multifunctional teams and implemented structured training programs, resulting in a team
performance average of 95%.
● Resolved high-level operational issues and complex logistics claims, ensuring 100% adherence to international
transport regulations and hazardous materials handling protocols.

Documentation Manager | Barwil Ukraine | 2000 – 2007

● Gained a comprehensive practical understanding of the dynamics of global transport, the work of port agencies
and maritime logistics standards.
● Optimised communication and data exchange between operational, logistics and sales departments, ensuring
smooth processing of documentation at all stages.

EDUCATION & CERTIFICATIONS

● Master of Business Management | Odessa State Maritime University, Ukraine
Specialization: Shipment & Transport Management
● Project Management Professional Certificate | Hillel IT School, Ukraine

LANGUAGES

● English: C1 (Professional working proficiency)
● Italian: B1 (Intermediate level, currently undergoing active integration)
● Ukrainian / Russian: Native/Fluent