Process Developer
Genpact
Total years of experience :17 years, 8 Months
• Instrumental and integral part of the Trade Payment & Deduction process which falls within the span of Order to Cash cycle.
• Accomplishment of the assigned individual target and thereby contributing in the team target.
• Currently aligned with OTC business and part of Account Receivable (AR) team.
• Understanding the market presence for the company and its products (for the third party vendor for which we carry out the OTC transactions) - Invoice and Deduction Payments
• Data Analysis and Report Extraction.
• Nominated and assigned as SPOC for collation of multiple team reports - because of the overall experience and existing MS Office handling skills.
• Actively participated in smooth Inland transition of the Kraft Heinz merger - followed by levelling the account and concreting the SOP and implementation.
• Identifying the pain areas of the assigned account and designing a process flow which brings the entire participation platform to a win-win situation.
• Identification of Product USP and/or solution.
• Analyzing volume traffic analytics and making changes as required.
Export Cargo Management - North America:
• Customer Excellence - Ensuring Extreme Customer Experience to the end Customers via win-win situation for both Customer and the organization
• Instant responses to end Customers’ emails - (i) providing with solution/advanced business options (ii) describing the available and tailored preferences for the respective business divisions
• Responsible for 19 Terminals of North America
o 64 Vessels - 23 Strings sailing out with an Export Load of 15000+ Containers every week
• Customer cargo alignment between the internal systems and live terminal
• Direct Email communication with North American - End Customers/Shippers/Forwarders and Internal Escalation Desks (Sales and Front-Office)
• Meets deadlines for Advance Manifests such as EU and JP24 Regulations (Discharge Port specific)
• Documentation Compliance - Manifested Export Documentation to the Destination Port transmitted through WCRS (World Cargo Release System) via relevant patches
• Working as a key point between front-office, GSC and the Cargo Execution team for the entire North America Cluster
• Resolution Delivery - Front-Office/Terminal/Regional Offices escalation management and accommodating their requests and providing them a win-win solution
• Ensuring document compliance as per US Customs Regulatory - Used Machinery Cargo targeting business goals for Maersk as a Carrier Line
• Synchronization of container information between Operations and Cargo Execution team.
Personal Business Commitments for this business requires:
• Non-voice direct response team dedicated for answering customer queries by means of email
• Providing Total Service Factor as mentioned by the client
• Revenue Generation by renewal of agreements for US Region
• Meeting Team Metrics on Quality and Client parameters
• Weekly targets leading to monthly targets in terms of revenue
• Quality check and dispatch of Invoices sent to the customer
• Planning and execution of the complete Renewal season of the year
• Renewal target has a major impact on the business and revenue for the company
• Auditor role for the IT Controls as per Sarbens-Oxley Act (SOX Audit)
Key Achievements:
• Achieved 99% against the milestone till that date of 95%
• Major contributor towards the global target of more than a million
• Best team on Quality parameters
Key responsibilities for this position include:
• Responsible for delivery of services for a span of 18 to 20 agents
• Performance monitoring, data analysis for service delivery
• Upkeep MIS and reports as per the program requirement
• Maintain compliance to all regulatory requirements for the business
• Identify skill gaps and performance shortfalls and deliver coaching to an agreed plan formulated along with the Assistant Manager.
Achievements:
• Based on the performance of one team, additional responsibility of maximizing other Team’s performance was given.
• Best Team Award for the month of Nov’ 07.
• Best Team Leader Award.
Key Functional Areas:
• To provide Technical Support to Bell South customers from U.S.A.
• To provide Internet Connectivity to DSL customers and various Router trouble-shooting for the continuous network connectivity.
• Responsibility of Inbound Calls for all the above.
• Resolving Supervisor Calls in the absence of Supervisor.
Achievements:
• Best Agent on the Floor on the parameters of Login Adherence and attendance
• Top performer on the Customer Satisfaction scale.
• Based on the above, I was promoted to Level II (S.M.E. - Subject Matter Expert)
Graduated from St. Joseph's College (Autonomous) :- 1. B. Sc. Mathematics (Bachelor of Science from Department of Mathematics) 2. have also won the award of Best Cadet (NCC - National Cadet Corps) for Tiruchirapalli Group representing 2 TN Armored Squadron Trichy
Passed Out Higher Secondary (12th Standard) as per Indian education system through C. B. S. E. (Central Board of Secondary Education) :- - with following subjects 1. Mathematics 2. Physics 3. Chemistry 4. Biology
All 14 Subjects as per the Indian Education System - (1) C. B. S. E. (Central Board of Secondary Education)