A result-oriented professional with nearly * years of experience in PMP, Supply Chain Management (SCM) and Total Quality Management (TQM), Accounts Management, Quotations and Invoice finalization

Expertise entails in Customer Relationship Management, Export & Logistics Operations, Order Management, New Product Introduction (NPI), Supply Chain Total Quality Management and Performance Forecasting

Known for excellent client servicing, team building, decision-making & negotiation skills; thriving in dynamic, high-pressure environments and meeting the projects deadline

Planned, executed & administered following warehousing, logistics & distribution operations activities:

oTransportation Planning, Reverse Logistics Management

o& Loading and un-loading

oProcessing CHA and Transportation Bills for payment and generating invoice

oSustainability Management i.e. Scrap disposal management

oOrder Management, Procurement of Consumable Products

oStore Management i.e. Engineering, Raw Material and Finished goods activities & Stock Verification

Developed detailed process map showcasing the flow of finished goods post coordinating with cross-functional departments of the company

Quality check expert with skills in managing workforce to produce better results as per the company’s standards

Well- Versed with the ideas to measure customer satisfaction and improving services with writing reports and analyzing the customer service experience of the clients

Holds skills of customer service & logistic practices and procedures to develop and implement medium-to-long customer service & logistic strategies for a medium-large customer base

Possess excellent negotiation skills with strong leadership qualities and analytical power; proficient in managing commercial documentation, liaising with dealers & customers

Project Management

Customer Service Operation

Client Relationship Management

Vendor Management

Inbound & Outbound Logistics

Logistics Operations

Customer retention expert

Cost Optimization/Budgeting

Shipping & Freight Forwarding

Since Jun’19 with Medibox Digital Solutions Pvt. Ltd., Bengaluru as Customer Support Manager

Key Result Areas:

Supervising a customer service team of 15 that includes logistics support, auditing duties, data analysis and customer complaints

Following Standard Operating Procedure (SOP) and monitoring Periodical Reporting

Keeping a record of newly received purchase orders and completing projects

Addressing root causes while constantly deriving ways to improve work process with calibration and coaching

Guaranteeing customer satisfaction and visiting customers to build up customer specific Supply Chain Solutions based on their needs and supplying stock to various Dealers by achieving KPI targets of each processes

Communicating service failures to the salesperson and customer within the same day

Playing a pivotal role in retention of the customer and taking care of SAAS

Coordinating with CHA for filling check list and timely clearance of shipment from Customs

Playing a key role in customer training, data conversion, setup/configuration, and problem-solving

On-boarding new employees and train them based on expertise and skill sets required and directing on-boarding of the customers and maintaining cordial relations with them

Managing the customer centric operations & ensuring customer satisfaction by achieving delivery / service quality norms; identifying prospective clients, generating business from existing client; thereby achieving business targets

Following up on outstanding payment from customer & ensuring timely collection

Generating analytical utilization reports to influence renewal business and drive user adoption

Administering all the activities from custom for drawback incentive

Managing data software applications and implementing sales strategies to perform assigned tasks effectively

Jan’13 to Jun’19 with Bureau Veritas Consumer Product India Pvt. Ltd., Delhi-NCR as Deputy Program Manager

Highlights:

Led a team of 20 people and managed routine operational activities for quality improvement

Managed Quality Testing of products & services

Supported HR in managing the workforce for results

Supervised major key clients including Walmart, William Sonama, La El Corte, Pier 1, HUL, Nordstorm, GAP, H&M and more

Coordinated with Hong Kong Team lab for Test Capability Development

Performed research and analytical work for various projects

Worked on raising of AFI for procurement of Lab Equipment

Ensured continuous interaction with the customer to resolve the area of concern to improve the service levels

Provided training in Product Testing and conducted certification

Qualified in Train-The-Trainer (TTT) certification program under the Global Training Process

Data driven decision-making using Python, R, Excel and visualizing data using tool QlikView from PwC

6 Month Certificate course on Basic Microsoft from Aptech

Certificate course on Client managing from Airborne Academy

PGDM in Operations Management from IMT CDL, Ghaziabad in 2017

B.Com. from Jesus and Mary College (D.U) in 2012

10th from CBSE, Somerville School in 2007

12th from CBSE, Somerville School in 2009

Proficient with documentation, MS Excel, MS Word, PowerPoint, Outlook, IBM Lotus, CRM Software (Freshwork, Zoho and more), Slack

Played role of a coordinator of student council in school for organizing various cultural events

Awarded 2nd prize in district east zonal patriotic song competition for senior category and in sub junior western music solo singing

Active member of NSS (2009-2010) and NCC (2010-2012)

Organized national UGC seminar on ‘Business for Sustainable Development’ in Jesus and Mary College as part of Commerce Department

Age: 29 years

Languages Known: English, Hindi & Malayalam

VIVIN K. VARGHESE

Customer Service Operation Manager

An enthusiastic & high energy driven professional, targeting assignments in Supply Chain Management, Tech Support and Logistics with an organization of repute

Location Preference: Bengaluru

Ph.: +91 - 704-***-**** Email: adn55x@r.postjobfree.com

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