Manager Sales

Mahesh Phadke

Email: adjurp@r.postjobfree.com

Phone: +91-976*******

Team Manager Customer service

Location Preference: Mumbai

CORE COMPETENCIES PROFILE SUMMARY

I have 16+ years in Customer Service and Export Documentation,

Process Management business analysis, Cargo revenue accounting.

I am Currently working at Maersk Global Services for 9 Years

Team Management I have successfully executed various Agile projects for Import

Longstanding, Customer effort reduction, reducing customs fine

Quality Assurance and reduce / elimination of waste in a process

I have implemented and executed Transition project Rapid Export

Stakeholder Management Billing and Cargo Interline Process.

Agile Methodology As a Team manager I have gained experience and skills for 16 years

which enhances my ability to perform as a Leader and bring the best

out of my team.

I have an advance Advance Diploma in Business Administration

from Wellingkars Institute

PROJECTS

Import Longstanding for Mauritius Cluster, where import longstanding have been reduced from 800 to 150

during the period of 10 months

Customer effort Reduction Where progress indicated by reduction in Import and export e-mail volumes.

Approx 50% reduction in e-mail volume. It also helped in releasing efficiencies.

Agile Project Reduction in customs fine for Brazil from $12500 to $2500 Weekly

Agile Project to reduce exception / tasks in systems to ensure smooth shipment flow

Process transition done of Rapid Export Billing and Cargo Interline Process. from British Airways Office

London and trained the team of 26 in Mumbai.

ORGANISATIONAL EXPERIENCE

Maersk Global Services Ltd., Navi Mumbai Aug2011 till date

Team Manager (OTCS and NWC Documentation)

Manage customer queries, liaise with different departments in organization to resolve issues Customer

First

Design SOPs & IOPs, Set KPI to measure departmental as well as individual accomplishment of set goals &

objectives.

Design & set SLA for all process under the departmental scope in order to maintain smooth workflow in

terms of production & timeliness without any constraint with all expected levels.

Regular Gemba sessions to identify & analyze current process, spot the process gaps & develop ideal

business process for achieving KPIs laid for the team.

Motivate the team to achieve/exceed set productivity target and drive team towards achieving common

objectives/goals.

Monitor individual performance and arrange coaching sessions. Identify and groom high potential

performers as a back-up & succession planning at all levels.

Prepare, analyze & publish reports to Country/Line Management on a predefined frequency, reflecting

Team as well as Country performance

Classification: Internal

Sutherland Global Services Pvt.Ltd. July 2010 till July 2011

Team Leader Qatar Airways Cargo Sales Process, Part of Cargo revenue Accounting

Handling a team of 20 members, in the Cargo Sales processing for Qatar Airways

Receipt and management of clients sales reports received via e-mail across Qatar Airways network

Ensure processing of these Sales reports in the Accounting system & Invoice to be generated for each

station.

Responsible for meeting SLA deadlines. Create, review SOPs.

Handling Roster, OT and incentive management, Management Reports

WNS Global Services Private Limited Nov 2003 till June 2010

Team Leader (Nov06 Jun10) / Process Trainer (Sep04 Nov06)

Handling Cargo Interline billing team. Handling critical queries with regards to Inward and Outward billing.

Handling day-to-day activities of Cargo Billing Team. Billing team is responsible for Agent Invoicing for 100

stations worldwide.

Preparation of Monthly Roster / Leave Planning / Monthly Reports / Customer Reports.

Responsible for maintaining and achieving Team SLA targets.

Identify soft skills training needs for staff / Coaching

Incentive and Performance monitoring

Helped in preparing Work Instruction Manuals for new processes and work types.

Prepared training notes and material for new hires. Keep records.

GRT Shipmanagement Pvt.Ltd. April 2001 - May 2002

Customer Service Executive

Documentation, prepare BLs to submit with Shipping lines

Air India Import Heavy Warehouse May 2002 Nov 2003

On Contract

Assigned proper location to Import Shipments as per the available space in the Warehouse.

Giving shipment delivery to the Agent after checking all the documentation is proper.

EDUCATIONAL AND PROFESSIONAL CREDENTIALS

Advance diploma in business administration Wellingkars Institute - 2013

IATA DGR Course in April 2004 from Canada Quebec

2000-2001 B.com Mumbai University First Class 63%

1998-1999 HSC Maharashtra Board First Class 67%

1995-1996 SSC Mumbai Board First Class 62%

Computer Proficiency: Microsoft Office Applications (Word, Excel, Power Point, Outlook).

PERSONAL DETAILS

Date of Birth: 19th June1980

Passport No: K9257815

Classification: Internal

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