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Process Support Quality Auditor - Manish Sharma

Mumbai, Maharashtra, India
October 07, 2016

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Residential Address : A1/31/Rm No. 07, Sector-21, Vashi, NaviMumbai

Mobile : +91-865*******

Date of Birth : 12th Feb 1980

Home Town : Himachal Pradesh

Marital Status : Married

Email Address :


Demonstrated success in all the assignments for various companies. Achievement oriented with people management and an ability to manage change with ease.


July 2015 – Current Post Graduate Diploma in Shipping, Narottam Morarjee Institute of Shipping. Expected completion date: Mar 2017.

Mar 2008 – April 2010 PGD-MBA (Marketing), Mumbai University / SIES College.

Post Graduate Diploma in Business Management.

Mar 1999 – Mar 2001 Bachelor degree in Chemistry, Mumbai University.

Mar 1996 – Mar 1998 HSc Science, Mumbai University.

Mar 1996 SSC Science, Mumbai Board.


DHL Logistics Pvt. Ltd. (Mumbai)

December 2012 - Present.

Started as Sr. Process Associate: (Ocean Freight and Air freight support)

Created Invoices, Packing list & other required documents, worked on Import billing. (CES/SES) including Keeping tracks on the container & creating reports.

Sending Pre-alerts, Brokers Invoices and Delivery reports to customers and Clients.

Currently working as Sr. Quality Auditor:

Auditing and enriching files for 6 teams (imports and Exports - New Zealand, Australia, South Africa, Sweden, Austria, India)

Creating daily, weekly and Monthly reports on accuracy and error count.

Providing feedback to users on the errors and on new updates.

Taking calibration sessions to get the process streamline.

Visited Melbourne, Australia, on Forwarding Settlement Documents (FWSD), Billing for 2 weeks and later extended up to 3 months (August to November 2014). Helped the Australian team in reducing the billing queries also got trained on FWSD and Front desk support techniques.

Sutherland Global Services India Pvt Ltd.

July 2010- December 2012

Sr. Technical support for DELL, Symantec Norton Anti-virus and AT&T Global services. (Call / Chat based)

Troubleshooting for the technical problems related to the services through calls and chat.

Troubleshooting including Installation & Un-installation of Antivirus and software including Operating systems.

Tracmail India Pvt. Ltd., Vashi, Mumbai, Maharashtra.

May 2007 – August 2008.

Sr. Collector

Worked as third party collector for AmEx (American Express) cards.

Collection on cards due older 3 months & also giving offers including new cards.

ZENTA India Pvt. Ltd., Powai, Mumbai, Maharashtra.

November 2005 – April 2007.

Sr. Customer Response Executive / Sr. Collector

Credit Card Sales (JPMORGAN Chase Bank).

Selling of Airlines Reward cards, Platinum protection plans and shopping cards (Wal-Mart).

Worked as third party collector for AmEx (American Express cards).

Reliance Info streams Pvt. Ltd., NaviMumbai, Maharashtra

April 2003 – October 2005

Sr. Customer Support Executive.

Resolving customer queries and issue for Billing and Network.

Taking Care of team in absence of team leader.


Rewarded for best Customer executive of the Month (Reliance Pvt. Ltd).

Rewarded for Best Collector for the month of June 2008 and highest collection for the month of July 2008 (Tracmail India Pvt. Ltd)).

Rewarded for best Quality performer for 3 consecutive months. (ZENTA India Pvt. Ltd).

Rewarded for FWSD billing support in NFE at DHL Logistics Pvt. Ltd.


Ability to work in a fast-paced environment to set deadlines

Excellent oral and written correspondence with an exceptional attention to detail

Highly organised with a creative flair for project work

Enthusiastic self-starter who contributes well to the team.


Playing soccer (both league matches and Tournaments) and Chess.

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