Customer service
Resume:
Ruchi Dwivedi
Mobile: +971-*********. Email: **********@*****.***
** *****’ experience in Logistics, Managing supply chain of Key Accounts, Business Development, Trade Lane Development, Customer Service & Vendor Management.
Speciality and Interest:
An optimistic person with can do attitude.
An effective communicator with an excellent team leadership skills, strong analytical, problem solving & organisational abilities.
A target-oriented, a team player, an enthusiastic, a good problem-solver and well organized person.
Equally comfortable in interacting with people across hierarchical levels for smooth project execution.
Strong understanding of supply chain with thorough operational knowledge.
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Experience:
Worked with M/s. Freight Systems Company Ltd. LLC. As Customer Service Sr. Executive and Development of USA Trade Lane from Nov 2016 to Jan 2018.
Selected Accomplishments as Sr. Executive Customer Service
Responsible for smooth execution of the business of existing customers.
Contributing to the bottom line by winning the new business from the existing customers.
Executing shipment with maximum profitability and best lead time.
Co-ordinating with agents and ensuring the smooth operation and timely delivery.
Appraising customers pro-actively on the shipment whereabouts.
Ensuring timely and accuracy in the billing.
Proposing contingency solutions for the shipments and ensure smooth transition.
Selected Accomplishments as USA Trade Lane Development
Developing the business for the USA to UAE trade lane.
Working closely with the internal stake holders for the closure of the business.
Generating new leads for the development of the trade lane.
Penetrating business for trade lane from existing customers.
Analysing market trend and working with the internal team to increase the market share.
Sending business lead to USA office to convert the business.
Assisting sales and USA team in the closure of the business.
Engaging customers on the new developments on the trade lane in the company.
Sharing market knowledge with the customers to keep them engaged with us.
Analysing internal process and performance for the smooth deliverables.
Reviewing the performance of service providers for the betterment of their services.
Worked with M/s. APL Logistics India Pvt. Ltd. as Key Account Manager, South Asia. Jun 2014 to May 2016.
Selected Accomplishments:
Managing outbound logistics from South Asia for one of the world’s largest retail brand.
Liaising with internal and external stakeholders to ensure delightful customer.
Supporting customer in achieving their goal of effective supply chain and helping their sr. management in making decisions and to quantify the business opportunities through reports.
Analysing their business periodically and help them in attaining cost effectiveness and speed to market through container optimization and different port/mode of transportation.
Sharing market updates/intelligence to bring the value to their supply chain.
Working out solutions during contingencies like carrier, port, routing and services etc. and switching to them smoothly in no time.
Analysing impact and propose solution during holidays to ensure no impact on customer’s supply chain.
Monitoring the performance through dashboards and internal reporting system and doing continuous process improvement to bring out the value for the customer like visibility to their supply chain, cost and lead time reduction.
Managing a large multicultural team encompassing sea operations, road operations, customer service ensuring quality and on time deliveries.
Responsible for P&L management (investment in new areas, new process implementation, cost reduction, on time AP and AR).
To manage/develop/improve supply chain in terms of Facility (CFS & DC) Management, Freight management, Transport Management, Vendor Management & Trade Compliance.
Setting up process and monitoring to work towards Cost reduction and simplification of channel as well as the global profitability of the account and growing business partnership with 2PL, carriers, vendors etc.
Monitoring the performance through dashboards and internal reporting systems to ensure KPI’s are met as defined in the client SOP, SLAs and productivity indices to the strategic objective of the organization.
Worked with M/s. Expeditors International India Pvt. Ltd.
Apr. 2008 – Dec. 2013 – Corporate Account Manager
Selected Accomplishments:
Handling global and local customers on PAN India level.
Customers handled under various Vertical/Industries like Retail, FMCG, Consumer Durable, Auto Industry, Telecommunication, Oil Refining Industry, Power Industry, IT Industry.
Understanding and analysing customers’ business and preparing business plan.
Acting as a customer’s advocate in the organization to ensure their expectations are met.
Creating and managing a balance between customer expectation and organisations deliverables with sustaining the financial results.
Identifying improvement opportunities and implementing measures to maximise customer satisfaction levels.
Sharing the market updates with the customers and bring solutions for them pro-actively.
Working and winning RFQ/RFP of customers.
Managing and developing the business for revenue growth.
Ensuring smooth transition is been done for the new business and identifying KPIs for measurements.
Bringing value to customers supply chain by offering effective solutions in their current processes.
Mapping internal processes and offering customized solution as per customer needs.
Performing periodic business reviews with the customers to acknowledge the achievements and to see the way ahead.
Reviewing the SOPs and process with internal teams bring improvement wherever required.
Bringing cost benefit through programme recommendation.
Trainings:
Building better business reviews with customers.
Undergone a training of Understanding Supply Chain.
Attended various Account Management trainings.
Believing in Customer service a way of life.
Holds merit of being Sales Level 1 Certified Agent.
Awards and Recognition:
Recognised for managing and developing business from existing accounts.
Awarded as best Account Manager.
Awarded for highest customer retention owner.
From Nov 2004 – Mar 2008 – Supervisor - Ocean Export.
Selected Accomplishment:
Handling Key customers for Ocean Exports.
Transitioning of new accounts for the departments for smooth execution.
Mentoring and training team members and inculcating a vision for better performance into them.
Strong Operational knowledge of Ocean Exports.
Executed weekly console programme for USEC and USWC.
Analyzing monthly financial performance of the department and implementing corrective actions.
Negotiating with carriers for the maximum profits.
Doing Business Reviews with the customers.
Evaluating carriers and other vendors on their services.
Identifying carriers, better routing for the existing accounts to optimize their freight and bring cost and lead time reduction for them.
Trainings:
Believing in Customer service a way of life.
Holds merit of being Ocean LATAM Shipment Certified Professional.
Holds merit of being Dangerous Goods Certified agent.
Awards and Recognition:
Recognised for providing exceptional customer service to the customers.
Awarded for displaying the sense of urgency and can do attitude.
Worked with Scanwell Freight Express India Pvt. Ltd.
From Oct 2002 – Nov 2004 – Executive Ocean Export.
Selected Accomplishments:
Handling Ocean Export for Northern Region – customer services, Documentation and operations.
Developing relations with the customers.
Preparing HB/L and Manifests.
Negotiating rates with carriers for profit optimization.
Co-ordination with overseas offices for delivery confirmation and arranging for holding deliveries and follow-up for time bound connections.
Co-ordination with overseas offices for delivery confirmation and arranging for holding deliveries and follow-up for time bound connections.
Acted as a backup for Air Exports customer service.
Worked with M/s. Wilson Sandhu Logistics India Pvt. Ltd.
From Jun 2001 – Sep 2002 – Assistant in Customer Service.
Selected Accomplishments:
Updating customers on shipment status.
Co-ordinating with carriers – airlines/shipping lines for shipment status, space availability.
Providing customer support to existing customers by giving regular updates on the status of their shipments
Sending shipment plan to clients with elaborate details like- dispatch, Feeder connection and Mother Vessel plan for final destination.
Developing and maintaining client databases.
Co-ordination with overseas offices for delivery confirmation and arranging for holding deliveries and follow-up for time bound connections.
Academic Background:
Graduate (B.Com) from Delhi University.
MBA in International Business from Sikkim Manipal University.
Short Term Diploma Course on Supply Chain Management from IIT Delhi (Part Time).
Company sponsored a foundation course (Part time) in Logistics.
Personal Details:
Date of Birth
Address
Nationality
Marital Status
Languages Known
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18th October 1981
Flat No. 904-A, Evergreen Restaurant Building,
Al Falah Street, Abu Dhabi, UAE.
Indian
Married
Hindi and English
Name: Ruchi Dwivedi
Place: Abu Dhabi
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