Customer Service Management

CURRICULUM VITAE

Nilima V. Rane B/***, Devdarshan CHS,

Sector-19,

Kharghar, Navi Mumbai. (M) 916-***-****

E-

mail: ****.**********@*****.***

AND Resi. Add. at : Andheri (W),

Mumbai

Asst. Team Leader/ Sr. Executive ( Operation cum Customer Service)

Proactive performance -driven professional with 7 + years' progressive

expertise in leadership and problem solving for destination and military

operations. Keen understanding of business priorities, genuine team player,

committed to managing operations and project flawlessly while contributing

to revenue -producing activities. Versatile and loyal management

professional able to see the "Big Picture" while staying on top of all the

details.

Objective:

"To obtain a challenging position with a career growth potential in a

reputed organization and to utilize my theoretical and practical knowledge

in practice where my skills contribute to efficient growth of the

organization."

Demonstrated Core Competences

< Leadership/Motivation ( Process Improvement (

Logistics

< Operations Management ( Customer Service ( Training

and Development

< Presentations

On Going Activity:

Pursuing Export-Import Management Course.

PROFESSIONAL EXPERIENCE

V-Xpress (Division of V-Trans Company),

C.B.D.Belapur, Navi Mumbai,

Sr. Executive ( Operation / Customer Service

at Corporate Office)

July 2011 to June 2013

. It is a Division of V-Trans company of Group V. It is pioneers in

transportation and logistics organization in India. V-Xpress is

engaged in Time bound door to door service.

Job Purpose :

Serves customer service department by providing service information and co-

ordination between various internal and external departments. Ensure timely

execution of shipment by coordinating with Operation staff (Hub &

Delivery),

Duties & Responsibilities :

< Monitoring the team for providing on time service for the Product.

< Handling escalated Issues to the Management.

< Resolve the customers complaint form customer service or sales people,

determining the cause of the problem, selecting and explaining the

best solution to solve problem, expediting correction of adjustment,

following up to ensure resolution.

< Controlling the Internal operation of 325 branches through maintaining

daily MIS of internal branches pending issues/complaints for

clearance.

< Maintain daily tracking of shipment and update the status to External

& Internal clients including delivery status and improve service level

through updating system.

< Contributes to team effort by accomplishing related result as needed.

< Give training and presentation of ticking system to new joiners to

resolve the internal branches pending issues/complaints for smooth

operation and coordinating and enforcing systems, policies, and

procedures.

< Clearance of undelivered Hub and delivery stock.

< Preparing minutes of Delivery & Hub related meeting and get it

complete as per given timeframe by CEO.

2) NAVKAR CORPORATION LIMITED Panvel, Navi Mumbai.

An Asst. Team Leader (Import) September 2009 to

April 2011.

NAVKAR CORPORATION LIMITED a CFS company of India engaged in

providing services as of now cover Container Movement,

Warehousing, Export & Import Clearance, stuffing & destuffing

of containers, Loading / Unloading & Transportation services

or Logistics to and from the Port area.

Duties & Responsibilities :

. Making weekly follow up with Shipping Line for Job Orders.

. To follow up for container movement in given deadline by port.

. To solve hold container queries with coordinating with custom .

. Directly interacting with Shipping Line with effective

resolution of queries/discrepancies raised by them through e-

mails & phones.

. Give effective resolution for Documentation queries related to

releasing cargo.

. Making Weekly & Monthly various kinds of MIS reports like Yards

wise Total Receiving, Pending & Balance Tues (Bifurcating

shipping line). Total Monthly Inward & outward (LCL /FCL) Report

line wise.

. Auditing proper documents for assessment like Delivery Order,

Bill of Lading, Bill of Entry and follow up to collect correct

documents from CHA/ Shipping Line accordingly.

. Auditing Import Invoices as per their different types of

container delivery mode & Rates and give final approval with

Authorized Signatory on Invoices for collecting final Payment

from CHA.

. Effective resolution of queries/discrepancies

raised by customers.

. Preparation of various MIS report such as report for Yards

Balance Report on daily basis, Shipping Line wise container

Inventory Report, Hold containers report, Job Order Report.

. Team Management & Overseeing Executives.

. Give estimated charges to customer as per their requirement.

. Maintaining weekly physical stock report of the Yard containers.

3) SIDDHARTHA INDUSTRIES Vashi, Navi Mumbai

An Export Executive January 2006 to September 2009

A Export firm engaged in exporting agricultural products . It is

a sister

company of Navkar Corporation Ltd.

Duties & Responsibilities :

. Making Export Invoices, Packing List as per overseas customer's

requirement. For ex- DP (Delivery Against Payment), TT (Telegraphic

Transfer).

. Follow up for BL, Shipping Bills, Phytho Certificate, Fumigation

Certificate for completion of documents and submitted into Bank and

couriered to Party in given deadline by Bank and overseas

customers.

. Co-ordinate with Overseas customer, Bank and Shipping Line for pre-

shipment & post shipment documents.

. Effective resolution of queries/discrepancies raised by Overseas

customers, Bank and Shipping Line.

. Preparation of MIS report like VSL Schedule, Pending Document pre-

shipment and post shipment wise.

NILESH SAIYA & ASSOCIATES (C.A. Firm) Mulund (E), Mumbai.

As an Assistant December 2004 to July 2005.

. Assist in Auditing & Ledger Scrutiny

. Assist in Book Keeping

. Preparing Office related Letters Correspondence.

> ACADEMY :

QUALIFICATION/DEGREE BOARD/UNIVERSITY YEAR OF PASSING

PERCENTAGE

1) M.B.A. (Banking & Finace) Alagappa University, May 2011

62.00%

(Correspondence) Tamilnadu,

2) M.com M.S.University

November,2004 45.00%

(Business Administration) Baroda, Gujarat.

3) B.B.A. North Gujarat University March

2002 62.00%

(Marketing & Finance) Patan, Gujarat

4) H.S.C. Gujarat Secondary March

1999 79.00%

Education Board, Gandhinagar.

5) S.S.C. Gujarat Secondary

March 1997 78.00%

Education Board,

Gandhinagar

> COMPUTER PROFICIENCY & OTHER SKILLS :

. One Year course of "Certificate in Computing "from I.G.N.O.U.

. Diploma in Computer Science -6 Months Duration

. Computer Awareness Program of 90 hours Duration. From CMC Ltd (

A Govt. of India Enterprise)

. Two Months Course of Tally Version 6.3.

. Doing CIA Course (Computerized Industrial Account) - 1 Year

Duration.

> PERSONAL DETAILS :

> DATE OF BIRTH : 27th August, 1982

> NATIONALITY : Indian

> MARITAL STATUS : Single

> LANGUAGE : English, Hindi, Marathi & Gujarati

> HOBBIES : Listening Music, Making Friends, Internet

Surfing,

Watching good movies

> STRENGTHS : Positive attitude, Quality Focus, Problem

Solving,

Documentation

skills, Analyzing Information, Multi

tasking Efficient in

Work, a Good

Communicator, Self

Motivated, Quick Learner.

.

Declaration:-

I hereby declare that the above information is true to best of my

knowledge and belief.

Place: Kharghar, Navi Mumbai Yours

Truly,

Date:

(Nilima Rane)

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