Customer Service Manager

ANAMIKA NANDA

Contac No.:- 987*******, E-mail:- ************@*****.***

Aspiring towards Challenging Assignments in Supply Chain Management/Operations Management and Business Administration. Looking forward to an opportunity to exhibit the required knowledge, skills and assertiveness to successfully manage in today’s competitive world of business. EXECUTIVE SUMMARY

• Goal-oriented and versatile professional offering 12 years of experience in various aspects of Business Management, Operations, and Supply Chain Management, currently associated with Koovs Marketing Consulting Pvt. Ltd, as an Assistant Manager in Operation Supply Chain Management.

• A Strategic Planner with proven abilities in managing Supply Chain operations and Operations Management and expertise in determining company’s mission & strategic direction.

• Hands on expertise in formulating OperationalPolicies/Procedures to achieve the Business Objectives.

• Detail oriented with excellent relationship management, analytical & communication skills.

• Skilled negotiator, with proven experience in a commercial environment.

• Excellent communication & interpersonal skills with strong analytical, team building, problem-solving and organizational capabilities.

• Critical thinker and problem-solving skills.

CORE COMPETENCIES

Supply Chain Logistics Liaison & Co-ordination Reverse Logistics Stock Control and Dispatch Operations Management Performance Improvement Vendor Management People Management

WORK EXPERIENCE

Organization: Koovs Marketing Consulting Pvt. Ltd, Designation: Assistant Manager in Operation Supply Chain Management Period: Oct. 2018 till Date

RESPONSIBILITES

• Responsible for operations service quality from Forward and Reverse Logistics.

• Developed SOP’s with 3P carriers aimed at improving delivery performance, better shipment visibility & best class Customer experience.

• Managed relationship with 3PL carriers and liaised across Carrier hierarchies at all levels for Policy decisions,terms negotiation, freight & logistics cost, technical integration, day to day operations & PAN India expansion.

• Monitoring & Controlling Undelivered Revenue vs. Sales across the country

• Managing PAN India Pick Up performance; ensuring Day 1 Pick Up in Tier 1 Cities, Day 1-2 Pick Up in Tier 2/Tier 3 Cities

• Understanding and applying customer experience reports / data for improvement measure

• Analyze and review the performance of Vendors.

• Analyze Product Delivery timeline v/s Order Generated timeline and suggest measures of improvement

• Weekly reconciliation with Logistic partners for transit and return shipments.

• Monitor customer feedback for delivery service; ensure escalations for non-conformity to business standards and customer’s expectations are closed in the best interest of the company and the customers. ACHIVEMENTS

1. Customer Escalation Resolve within 24 to 48 Hrs. 2. Analysed statistics and other data to determine the level of customer service performance achieved by the team. 3. Improvement in Order to Delivery timelines.

4. Improvement of 4% in the deliveries of the Shipments of Courier Partners 5. Shortened average delivery timelines by 30%, and boosted customer satisfaction by 4% by conceptualizing and leading an end-to-end shift from one drop-ship supplier to another, managing the transition with minimal disruption to customers. Organization: IMPORTEK

Designation: BUSINESS HEAD

Period: Aug. 2007 till September 2018

RESPONSIBILITES

• Manage daily import and compliance activity that includes entry submissions, audits, import freight analysis, etc…

• Responsible for coordinating and key contact with external service providers, i.e., 3PL’s, Carriers, FTZ management provider for import and export activity

• Provide strategic & operational direction and leadership to the Sales and Marketing teams.

• Execute on top partnership opportunities in the China region while working with key internal stakeholders

(e.g. product, engineering, operations, legal, etc.)

• Coordinating office activities and operations to secure efficiency and compliance to company policies

• Supervising administrative staff and dividing responsibilities to ensure performance Collaborate with Sales, Operations, and Customer Service teams

• Directing various business departments to ensure the smooth running of the company.

• Training and leading a large team, providing discipline and performance feedback.

• Developing positive direct relationships with key business contacts.

• Possessing personality, energy & charisma to inspire, lead and develop staff.

• Involved in the recruitment and mentoring of new staff.

• Responsible for achieving all performance related targets.

• Ensuring that best practice is followed in safety, legality and quality of service. ACHIVEMENTS

1. Introduced successfully the INVERTER based technology in welding machines. 2. Achieved the Sole importer ship in INDIA of ASEA Welding Co., Korea 3. All the major projects of metro construction was done by ASEA machines Organization: Transpacific Certification Limited,, 61 Rani Jhansi Road, New Delhi-110055 An ISO Certification Company, Affiliated with Joint Accreditation System of Australian & New Zealand

Designation : Manager Planning

Period : Aug. 2006 till September 2007

RESPONSIBILITES

1. Planning Audit Schedules as per Customer requirements, Consultants schedule and Auditor availability. 2. Planning Audit operations on the day to day basis. 3. Acting as a coordinator between Customers and Auditors. 4. Making Audit reports and Audit database to support marketing activities for follow –up- Audits. 5. Planning Auditor’s travel schedule as per Audit requirements. 6. Generation of Auditor’s travel and Audit reports for accounting purpose. 7. Co-ordination with consultants and supporting them as per their requirements to support ‘New Business Development’.

ACHIVEMENTS

1. No of new Clients were increased to 15% .

2. The Renewal process was streamlined.

Organization: Smt. Ram Rati Gupta Women’s Polytechnic, Rampur Maniharan Saharanpur, U.P. India Affiliated to UPTBE(Lucknow), D.O.E.A.CC, N.C.T.E(Jaipur) Designation: Asst. lecturer in Computer Science

Period: July 2000 till Feb. 2006

RESPONSIBILITES

1. Lectures in Data Communication and Networking, E-commerce, It Tools and Application, Internet & Web Designing, Business law and professional Communication 2. Managing Hardware and Software maintenance of 120 Computers. 3. Project Guide of 150 students.

4. Responsible for Design and maintenance of Official Website. 5. Worked as Examination In Charge for Annual Exams for Academic Session 2001-2005. 6. Organized workshops and Exhibition as Head in-charge. 7. Worked as Admission Coordinator for academic year 2003-2005 ACHIVEMENTS

AWARDS-SPECIAL RECOGNITION

1. AWARDED William Jefferson Clinton Award for Co-Ordination Ability, Awarded by Mr. Bill Clinton, Former president of United States of America.

2. Increased the Number of Admissions from 100 to 700 3. Organized the Exhibitions on the state levels

4. Created and Launched a Website for Smt. Ram Rati Gupta Women’s Polytechnic. www.womenspolytechnic.in

Trainings-

1. Underwent a One-Week Training of Faculty Development Program at IIT-Roorkee. 2. Underwent an 18 days Training of Faculty Development Program in different Colleges of Wyoming States of USA

3. Successfully attended a 12hrs. Teachers Training program held under the guidance of Metropolitan faculty Member at SRRGWP.

4. Successfully attended a 12hrs. Teachers Training program held under the guidance of Mrs. Raj Kamal Saxena, Principal SRRGWP.

5. Successfully Attended a One Day Training program for Communication Skills Development at SRRGWP Organization: Rainbow Public School (Affiliated to CBSE), Saharanpur Designation: Senior Faculty in Computer Science

Period: July 1998 till April 2000

RESPONSIBILITES

1. Handled the Project of 70 students as a Project Leader. 2. Designed a Course Curriculum for primary classes. 3. Handled hardware and Software maintenance

ACADEMIC QUALIFICATION

1. Masters in Human Resource Management from IMT Ghaziabad June 2009 (Vidyasagar University, Midnapore, west Bengal)

2. Bachelor in Education (B.Ed.) 2014 Kurukshetra University, Kurukshetra 3. Diploma in ACEP(Specialization in E-Commerce) 2001, From Aptech Computer Education. 4. Higher Diploma in Software Engineering (1998) From Aptech Computer Education. Duration- 2yrs

TECHNICAL SKILLS

• Expertise in ERP- Supply Chain module.

• Expertise in MS-Office with proficiency in MS Excel. PERSIONAL DETAILS

Date of Birth: 18TH June 1977

Language Fluency: English & Hindi

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