Customer Support Relationship

Classification: Public

MR. QURESH ALIAKBAR SONI

CUSTOMER RELATIONSHIP MANAGEMENT – SPECTRUM SOLUTION

Mobile no: +91-996******* Email Id: ***********@*****.***

Address: Room no. 3, Ambadas Wadi, Bharat Nagar-1, Kurla West Mumbai 400070 Profile Summary:

• A vibrant performance-driven professional with practically around 9+ years of combined expertise in Freight Forwarding and Supply Chain & Logistics Operations with key focus on Customer Service, Customer Relationship Management & Client Servicing.

• Proficient in handling and managing customers, clients relation and activities and setting priorities for improving the competence of the workforce.

• Outstandingly successful in managing, assisting and acknowledging end-to-end Shipper, Vendors, Clients, Consignees and Customer Support as performing first Point of Contact at different levels by co-ordinating with Freight Forwarders, Liners Companies & Control Towers. Core Competencies / Skills:

Excellent Communication.

Customer Focus & Customer Representative.

Time Management & Leadership skills.

Customer, Vendors, Freight Forwarders, Client Management & Servicing

Conflict Resolution, Trouble Shooting & Problem-Solving

Multitasking, Document Verification & Expediting.

Pricing negotiations for bids with airlines, liners and trucking companies.

Attention to details, implementing and executing strategies. Professional Experience:

1. Organization: Spectrum Solution

Profile: Customer Relationship Management (CRM)

Duration: June 2020 to Present

Job Profile: Provided exceptional customer support for a telecommunications company - Ooredoo in Qatar, addressing inquiries, assisting with plan upgrades, resolving issues, and ensuring customer satisfaction. Key Responsibilities:

● Customer Support and Assistance.

● Deliver prompt and courteous customer support via phone, email, and chat.

● Assist customers with plan inquiries, upgrades, and billing concerns.

● Troubleshoot and resolve technical issues efficiently.

● Promote plan upgrades and inform customers about special offers.

● Manage order processing and provide delivery updates.

● Maintain accurate customer records and generate reports.

● Keep customers informed about promotions and service updates.

● Handle customer feedback with empathy and professionalism.

● Escalate complex issues for swift resolution.

● Stay updated on product offerings and service policies. Classification: Public

2. Organization: DHL Global Forwarding Freight Shared Services (India) LLP. Profile: Expeditor Specialist: MOT- Ocean, Express & Road (Export). Duration: July 2018 to April 2020

Job Profile: Expeditor Specialist in Industrial Project Service Line of DHL Global Forwarding Freight Shared Services (India) LLP. Managed and handled end to end processes (supplier to destination consignee) of various Project for 3 MOTs Ocean, Express, Road Freight -Export. Key Responsibilities:

● Regularly contacting, interacting and communicating with vendors, shippers, customers, clients and consignee.

● Evaluation and verification of documents, ensuring accuracy of productivity.

● Maintaining TAT and KPI goals by updating shipment details in software used by Industrial Project service line as MMS & MMS360, Cargo Wise and Logis.

● Perform and create multiple performance reports (MIS) and communicate reports within team and BPs, achieved and maintained customer loyalty by forging long-term relationships based on prompt and courteous service.

● Interacting with customers, business partners & client through standard systems and processes to optimize utilization of resources and ensure on-time delivery of products to customers and escalate unresolved issues.

● Daily follow ups of pending shipments to be collected with vendors, shippers, customers and clients till Shipments gets collected and delivered to destination.

● Providing the timely update of shipments status to vendors, shippers, customers and consignees and maintaining the transparency about the shipments.

● Cross utilized in process of 3 MOTs – Ocean, Express and Road collection process to maintain performance and productivity of the team in absence of any colleagues. 3. Organization: Span Apparels Pvt. Ltd.

Profile: Operations Executive

Duration: June 2017 to July 2018

Job Profile: Managed and handled logistics operations, maintained MIS and created billing invoices based on the customer’s order and performed various task as operations executive for Span Apparels. Key Responsibilities:

● Maintained daily data and handled operations and also maintained reports, data of equipment stock in warehouse.

● Created receipts and invoices for customers.

● Performed MIS management and communicate reports.

● Notified & contacted the customers regarding delivery through Mails, SMS & outbound calls.

● Maintained customer loyalty, customer satisfaction by handling and acknowledging the customer's queries 4. Organization: Crown Security Agencies

Profile: Back Office Executive

Duration: August 2015 to May 2017

Job Profile: Managed and handled logistics operations, maintained MIS for DHL Logistics Pvt Ltd. Classification: Public

Key Responsibilities:

● Coordinate logistics operations for DHL Logistics Pvt Ltd, ensuring smooth daily activities.

● Maintain accurate records and documentation for shipments and inventory.

● Analyze MIS reports to identify performance trends and areas for improvement.

● Enforce SOPs to enhance efficiency and compliance.

● Resolve logistics issues promptly to minimize disruptions.

● Provide administrative support and handle inquiries from clients and suppliers.

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Academics:

University of Mumbai,Vidya Nagari, Kalina, Santacruz East, Mumbai, Maharashtra 400098. April, 2016 Bachelor of Management Studies.

Maharashtra State Board of Secondary & Higher Secondary Education, Pune, 411004. February, 2012 H.S.C.

Maharashtra State Board of Secondary & Higher Secondary Education, Pune, 411004. April, 2010 SSC

Courses & Certifications:

Advance Excel & Microsoft Office.

Personal Details:

Date of Birth: 6th May 1995

Gender: Male

Marital Status: Unmarried

Interests: Leisure Travelling & Reading Novels

Nationality: Indian

Languages known: English, Hindi, Marathi, Arabic

Address: Room no. 3, Ambadas Chawl, Bharat Nagar, Christrian Village, Hall Road, Hall Village, Kurla West, Mumbai 400070.

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