SENIOR PROCESS EXPERT
UNITED ARAB SHIPPING COMPANY
Total years of experience :10 years, 1 Months
Handled Saudi HUB shipments which was a challenging task at the time of BCP activities were under progress.
Training the SSC team on SOPs and CSOPs of Jordan Process.
Assisted my Team Leader in knowledge transfer on complete process migration.
Acting as a Single Point of Contact (SPOC) for Jordan Exports and Import Customer Service.
Having a good rapport with Stake Holders and providing them one time solutions for issues raised at time to time and responding to their queries on time.
Motivating the Jordan team in effective manner to work as a team which resulted in Stake Holders to give the sign off on the cut off week.
Implemented Kaizen to simplify the comparison process which earlier consumed more than an 90 mins to perform is now done in lesser than 15 minutes.
Managing the team at the absence of my team leader and keeping them always engaged in their work.
Frequent discussion with team on errors and impact of the errors make whichever pointed out by FO as a preventive measure to avoid repetition in future.
Assisted my Team Leader on generating daily/weekly performance reports and discussed the same with Team members.
Responsibilities:
Freight Forwarding, Shipping & Logistics Operations:
Handle operations of all carriers i.e. Sea, Air, Land, Trouble Shoot all issues of Loading, Transhipments and Final Deliveries.
Organize Land Transportation for inbound and outbound. LCL/FCL, Air shipments, coordinate multi point loading and monitor the movements
Liaise with Shipping Agencies / Carriers / Lines for competitive rates and services
Interface with ports, customs and external Inspection authorities for documentation, goods clearance and other routine matters.
Coordination with messengers for documents delivery and collection
Communicate / correspond with International Agents and Consignees Send pre-alerts / pre-advice / arrival notice and ensure timely issuance of delivery orders, clearance and Delivery of Shipments.
Prepare Quotations / Statement of Charges / and Issue Invoices
Customers support and follow up for smooth shipping operations
Facilitate shipment status update to customers through Monitoring Movements from Origin to Destination.
Proper maintenance of contacts, customs code, HS CODE and other data of customers and other parties
Co-ordination and support to Sales team and Accounts personnel in their activities.
Support in preparation of MIS reports as needed by management.
Documentation:
Knowledge of International Export/Import Trade Documentation requirements INCO TERMS, L/C Documentation
Well versed in Online Customs Documentation / Clearances through AES.
Familiar with Online / Manual Bill of Lading Documentation. Proficient in House, Master, and
Switch B/L documentation, knowledge of AMS / FMC Tariff filing procedures.
Prepare / Execute House & Master Air way bills and manifests Air Cargo Logistics.
Maintain Proper Records for Documentation file them in an organized way.
Team Management
Preparing daily work loads for staff & co-ordinating the daily allocation of work, and acting as a resource for other staff members.
Resolved challenging issues with customer service, loss situations, on-time shipment and other key areas of performance.
Motivating the team to achieve high standards and KPI targets.
Monitoring & reporting on standards & performance targets.
Arranging & chairing weekly team meetings, focusing on targets & achievements.
Mentoring and training up junior and new staff and Monitoring & reporting on standards & performance targets.
Initiated Cross training between team members to balance the daily work loads. Constantly looking for ways to improve processes.
Implementing new initiatives and making sure all staff understand them.
Giving prompt and accurate information on individual staff member performance.
August 2011- July 2012: Senior Member Relation Executive
Mahindra Holidays and Resorts India Limited (MHRIL)
MHRIL is India's top ranked time sharing company.
Responsibilities:
❖ As a part of the India's biggest Time Sharing Company, Serviced each and every member till they get satisfied.
❖ Provided maximum leisure to our customer's families, by suggesting right holiday packages as per their first choice.
❖ Provided friendly assistance to all the customers.
❖ Took initiatives to develop my team by suggesting innovative ideas to make the process simpler to work with.
❖ Mastered in cross selling our products, without affecting our customer's holiday plan.
❖ Handled Escalation Calls and made turned most of the irate members happy, and received hearty appreciations.
❖ Maintained high quality in every call even at the time high volumes.
❖ Worked pro-actively with the management team and maintained awareness of upcoming events.
❖ Assist with new employee training including store policies, services, financing options and register operations.
November 2007-August 2010: Customer Interaction Executive
Reliance Communications
Reliance Communications is a leading telecom company.
Responsibilities:
❖ Joined as Customer Service Associate and in a very short span of time promoted as the Customer Interaction Executive which is VIP customer's desk.
❖ Responsible for customer service in the premier customer desk, duties included answering customer queries, problem solving and providing detailed information on new products.
❖ Provided top class service to each and every customer who calls us for support.
❖ Met all the quality benchmarks by which helped my team to achive performance awards.
❖ Assisted my management team in development of new policies and procedures.
❖ Assisted in the training of new customer service representatives and associates.
❖ Actively took part in process development and team management.
❖ Held a record of no error agent for more than 1 year.
To Assembling Mobile Phones,
To monitor the process flow and production line at each stage,
To troubleshoot the process related issues and solving those issues.
• Bachelor of Arts- English, University Of Madras, Chennai. • Marks obtained - 50% (2006-2009)
• Higher Secondary School, ABP Gujrati Vidyamandir Hr Sec School, State Board, Chennai. • Marks obtained - 65% (2004-2005) • Secondary School Leaving Certificate,
ABP Gujrati Vidyamandir Hr Sec School, State Board, Chennai. • Marks obtained - 85% (2002-2003 RECOGNITION: ➢ Promoted as a Team Leader in very short span. ➢ Awarded as best Employee of the quarter at New Age Software Solutions. ➢ Won best Kaizen award at Nokia India. ➢ Earned hearty appreciations from many satisfied member at Club Mahindra Holidays.
• Master of Arts- Public Administration, Annamalai University, Chidambaram. • (Pursing)