Customer Service Manager

Profile Summary

Core Competencies

Skilled at ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services

Expertise in managing customers and managing revenue, account profitability and CSAT

Acted as a bridge between the customer, sales and the operations element; coordinated / drove the improvement activities across the region

Represented the company as the one-point contact for the customer, managed customer centric business

Exhibited excellence in recommending improvements to functionality, creating and delivering quality services

Solutions Driven & Customer Centric Professional; with capabilities in providing the earliest possible notification of potential service disruption or degradation and recommending procedures to minimize the impact to customer, develop business rationale and benefits of any proposed changes

Proficient in ensuring sufficient continued communication and transparency & contractual visibility to both parties along with continuous evaluation of quality, cost & delivery covering project performance program SLA

An effective communicator with excellent relationship building and interpersonal skills backed by strong analytical, problem-solving and organizational capabilities

Career Timeline (Recent 4)

Customer Service Delivery

Operations Management

Standard Operations Procedures

Compliance

Ocean Sea Import & Export

Custom Clearance (Sea & Air)

Air Import & Export

Escalation Management

TAT/ SLA Management

Cross-functional Coordination

Team Building & Leadership

Work Experience

Jun’13 to Present with Samsara Shipping Pvt. Ltd., Mubai as Manager-Customer Service

Key Result Areas:

Managing quality communication, customer support and product representation for each client

Responding promptly to general inquiries from members, staff, and clients via mail and e-mails

Liaising with clients to resolve issues and managing client expectations

Leading daily service delivery, continuous development and improvement of provider services in accordance with targets / objectives included in service plans

Making:

oGeneral decisions at operational level in concurrence with Managers & Operations Team directly to customers

oKey decisions to handle queries / complaints/ issues on the spot, ensuring at most times a win-win scenario for all concerned parties

Ensuring that all aspects of service delivery, community engagement and staffing are focused on equality of outcomes and securing equal and fair treatment and access for all

Implementing Standard Operations Procedures of retentions pickups, timely deliveries, & customer service activities

Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures

Mapping client’s, identifying improvement areas & implementing measures to maximize satisfaction levels

Setting out in-house quality standards for various operational areas, ensuring a high quality customer experience while adhering to the SLAs for their services

Addressing and resolving customer product complaints empathetically and professionally

Delegating tasks and setting deadlines for the Internal Team

Highlights:

Certified ISO Representative- currently managing ISO Audits for Internal Departments

Previous Experience

Nov’07 to May’13 with Kuehne-Nagel India Pvt. Ltd., Mumbai

Growth Path:

Nov’07 to May’12: Sea Exports – Operations

May’12 to May’13: Assistant Manager in Customer Service

Nov’03 to Oct’07 with Yang Ming India (P) Ltd., CS -Equipment Control

Aug’02 to Oct’03 with Virgo Shipping Pvt. Ltd., Mumbai as Customer Service Executive

Apr’02 to Jul’02 with Swift Global Shipping (SGSL), Customer Service

Highlights:

Successfully ensured customer satisfaction leading to long-term retention and increased customer loyalty

Worked:

oAs the Customer Service Representative for the branch professionally through every interaction with the customers i.e. face to face meetings, phone calls and e-mails

oClosely with Sales and Operations in developing local relationships, gaining new revenue opportunities (sales leads) and development of solutions

Managed a desk which is a communication and information flow desk

Took all incoming calls from customers, facilitating, coordinating or giving direct responses as required

Logged customer complaints / issues and finalize SIF with the support of Managers and Operations Team

Attended relevant customer meetings as required of the business

Knowledge Purview

MS Word & MS Excel

Air and Ocean Freight Logistics

Customer Service Focused

Custom Clearance

Managing of Global account with involvement of SEA, AIR; Contract Logistics

Deep Selling for new customers

Visiting existing customers on a regular basis for retention & for cross-selling

Education

B.A. (English Literature) from University of Mumbai, Mumbai in 2001

Personal Details

Date of Birth: 2nd September 1979

Languages Known: English, Hindi, Marathi & Malayalam

Address: Yogi Dham, Ajmera Heights – 1, Flat No. – 601, Kalyan- Murbad Road, Kalyan (W)

Jasmine Jayne

A versatile professional offering 16.5 years of experience; targeting challenging assignments in Customer Service Management with a leading organization of repute

Industry Preference: Manufacturing / Shipping

Location Preference: Mumbai / Pune

************@*****.*** +91-981*******

Aug’02 to Oct’03

Virgo Shipping Pvt. Ltd., Mumbai as Customer Service Executive

Yang Ming India (P) Ltd., CS -Equipment Control

Kuehne-Nagel India Pvt. Ltd., Mumbai as Assistant Manager in Customer Service

Samsara Shipping Pvt. Ltd., Mubai as Manager-Customer Service

Nov’07 to May’13

Jun’13 to Present

Nov’03 to Oct’07

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2008-2009

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