Aftab Shaikh

E-mail: adofs1@r.postjobfree.com

Cell: +91-900*-***-***

Address: C101 Sai Plush Apartment Opposite Ceremony Banquet Hall, Kon gaon . Kalyan (W). Dist : Thane

Overview :

oOperations/Project Management professional with over 10+ years of experience in customer service delivery and Diploma in Business Management

oProficient in running successful process operations & experience of developing procedures, service standards for business excellence

oAdept at ensuring successful execution of the Operations and service delivery

oRendered assistance for the improvement of quality of customer experience (CE and +NPS) program and fresh Orange

Working Experience Highlights :

Organization

Business-Division

Period

Accenture Services Pvt Ltd

HR Shared Services

31st December 2009 to 17th Apr 2014.

Maersk Global Service Centre

OTCS – Bookings/Customer Service

28th Apr 2014 to 6th March 2020

Lionbridge Technologies Pvt Ltd

Localization

12th March 2020 to present

Personal Information :

Date of Birth

24th December, 1987

Marital Status

Married

Linguistic Ability

English, Hindi and Marathi

Academic Qualifications :

Examination

College/ University

Year of passing

B.Com

Mumbai University

2008

H.S.C

Maharashtra Board

2005

S.S.C

Maharashtra Board

2003

Other Qualifications :

Examination

Year of passing

Diploma in Business Management

2012

Company: Lionbridge Technologies Pvt Ltd - From 12th March 2020 to till date

Designation:

Associate Project Manager

Reporting to:

Project Lead

Job responsibilities includes Customer interaction, Pre-sales support and Project planning

Sending files to functional teams\translators, tracking files in excel, follow-ups if files are delayed, delivery to PM (on-site manager)

Managing delivery of multiple project

Finance management: Raising Purchase order, Invoicing, Forecasting month end activity.

Owns Gross Margins on the account

Coordinates and manages delivery of multiple project initiatives to customers.

Ensures overall project quality and timelines.

Provide project management and delivers projects to schedule, meeting customer specifications on a profitable basis.

Ensures ongoing process/system capability associated with projects and manages any changes required to meet or exceed the expectations established in project designs.

Managing global project

Company: Maersk Global Service Centre (India) Pvt Ltd - From 28th Apr 2014 to till date

Designation:

Process Expert – Customer Experience – Safmarine

Reporting to:

Manager

Outstanding expertise in Booking and Export process

Delivered and met all the metrics and SLA as per the objective set and ensured consistence performance improvement with increasing profits by utilising the available resources

Monitoring timely booking processing as per SOP and keeping track of shipment.

Coordinating with Equipment team to check availability of container.

Handling Customer Service transactions and dealing with Internal/External customers

Sending booking confirmation and replying to customers query through Case Management.

Responsible for customer service internally, bookings, documentation, and execution of routing for assigned shipments

Training, Query handling, Record recent updates from CSA/Countries.

Resolving pricing issue if any with the pricing desk team.

Checking for missing details and providing necessary information to customer through Case Management/call.

Processing Amendments, Cancellations as per customer's request.

Checking for any pending bookings and assign those to respective person.

Delivering a positive customer experience for all customers and a smooth execution of the end – to- end shipment lifecycle by working closely with the CEP and internal teams.

Handling service escalation requests from internal/external customers, Phone call/Chat attendance (when and where applicable)

Assisting the day-to-day operations of the export departments to ensure that customer requirements are met

Maintain Daily/weekly/monthly reports.

Working independently and assisting the team in realizing goals

Company: Accenture Services Pvt Ltd. From 31st Dec 2009 to 18th Apr 2014

Designation:

Payroll Analyst – HR Shared Service

Reporting to:

Reporting to Deputy Manager

Worked as a Payroll Analyst for the client based in UK. Supporting the execution of the end-to-end payroll process with quality, timeliness, completeness and correctness

Dealing in Monthly, Fortnightly and Weekly payroll.

Updating time sheets and overtime wages

Making Off-cycle payments, Ad-hoc payment (Raising BACS and CHAPS)

Doing Reconciliation of Cash Advances and payroll

Processing Tax-form (P45 and P46). Updating P6 via EDI transfer (Tax)

Setting up Court Order (CSA, CTO etc)

Doing recovery from Overpaid employee

Providing resolution to employees pay query through email and phone.

Managing input from Work Que Management and allocating to respective team member.

Working on BACS Reject and checking for rejected amount and make necessary payment.

Assisting in Payroll Run Activities. Worked on Oracle – 11i and Oracle – R12

Key Skills :

oProblem solving skills with a strong customer focus

oEffective interpersonal skills.

oGood knowledge of MS teams, Yammer, GCSS, Power BI, BOXI and other CS systems

oGood analytic skills

oAbility to present information to audiences

oExcellent supervisory skills, including planning, organizing, and directing work

oData Management on Excel

Achievements: :

oChamp of the month for October 2014

oChamp of the month for February 2016

oExtra mile for the month of May 2016

oExtra mile for the month of January 2018

oGot opportunity to represent Mumbai office in Safmarine Ubuntu challenge at Munich (Germany)

Extra-Curricular Activities:

oPlaying Cricket

Date: Signature:

Contact this candidate