Resume

R.Abuthayar

No ** Karpagavinayar kovil street

OMR Chennai- 600076

Mobile: +91-999*******

Email:adk717@r.postjobfree.com

Career Objective:

To pursue a highly rewarding career, seeking for a job in challenging and healthy work environment where I can utilize my skills and knowledge efficiently for organizational growth

Professional Experience:

Working with MAERSK GLOBAL SERVICE CENTRES (INDIA) Pvt Ltd as Senior Specialist from October 2006 to till date.

Job Summary:

MAERSK GLOBAL SERVICE CENTRES (INDIA) Pvt Ltd - Maersk Line is one of the Leading shipping companies in the world focused on the container & shipping service industries. They are offering service all over the world.

Process - BPI – Business process improvement

From 10/2020 to till now Job Profile: Disputes reports / Projects.

Develop and design reports and dashboards using a variety of data-mining and presentation tools.

Drive efficiencies within the current reporting structure including enhanced automation.

Liaise with offshore team and clients for resolving technical dependencies, issues, and risks.

Identify gaps in current reporting process and drive the implementation of new controls and strategic solutions.

Project and solution estimation and team structure definition.

Provide architectural assessments, strategies, and roadmaps for one or more technology domains.

Job Profile: Stabilizing the AFLS (Accenture Freight Logistics and service) application/system where Maersk line is quoting the rates to customer.

Key Responsibilities:

Maintain excellent relationships with the Group Business Units and ensure the team liaises in a professional and effective manner with the Group Business Units affiliated crewing centres, manning offices/ agents.

Support end business users if there is any issue in AFLS (Accenture Freight Logistics and service) application/system by raising incidents.

Sending regular communication updates to Top leads, Leaders & IT colleagues on the status of open incidents for AFLS application/system.

Coordination with Maersk Line IT, Accenture, IBM & other relevant desk to expedite resolution of open incidents.

Updating the tracker to view the list of incidents/issues and sending reports to leaders with business impact on weekly basis.

Daily morning/end-day report send to leads.

Job Profile – Customer Experience.

The role of the customer service representative is to take full responsibility for customer experience by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements.

Key Responsibilities:

•Act as a primary point of contact for customers be the Customer advocate internally in Maersk Line.

•Be fully responsible for customer satisfaction, own, manage all customer facing activities.

•As part of Commercial Intelligence - build strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.

•Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership.

•Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation

•Understand per diem / demurrage implications for containers and its impact on company revenue

•Understand and be familiar with local KPIs and act in line with set targets. Drive continuous improvements opportunities.

•Monitor agreed service levels, and identify root because when targets are not met, advise management of potential service failures and / or trends.

•To always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

•Create booking(s) as per customer request, Manifesting bill of lading, sending invoice copy and arrival notice to customer.

Job Profile : Preparing export documentation (export Bill of lading).

Key Responsibilities:

Shipping instructions receiving from customer as per workflow system.

Manifesting bill of landing as per shipping instruction by following standard operating procedure

Send Verify copies to the customers by following standard operating procedure.

Ensure customers are serviced in a professional manner.

Suggested Key metrics (KPIs)

•Customer Satisfaction Survey (NPS)

•Customer Satisfaction Survey (Customer service question)

•Volume and/or Revenue and/or CY

•CARE capabilities (quality of customer interaction)

•Communication efficiency/effectiveness (telephone, mail etc.)

•Transactional measures (locally defined)

STRENGTHS

SKILLS

Very Well versed in of MS-Office 2016 (EXCEL, WORD, and POWERPOINT) Internet & E-mail.

Working knowledge of Internet tools & Automation tools.

Have good skills to handle the escalations & queries.

Successfully implemented CM – Case Management and same has been cascaded with my team.

Have received appreciation mails from direct customers and our business managers for the proactive response, error free and swift analysis.

Have been contributing KAIZENS (Process improvement) to simplify the process and taken many initiatives to make the process simplified.

Personal abilities:

Self-motivated.

Strong communication & team building skills.

Open to learn new and better ideas.

Quick learner of new technical concepts.

Personal details:

Father’s name : R. Abuthayar

Date of Birth : 17.12.1984

Nationality : Indian

Marital status : Married

Languages known: English & Tamil (Read, Speak & Write), Urdu (Speak).

I do hereby declare that all the information furnished above is true to the best of my knowledge and belief.

Place:Chennai Yours truly,

Date: R. Abuthayar

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