SHARMILA KAUSHIK

Phone: +91-992******* Email: adp2qc@r.postjobfree.com

Core Competencies and Skills

Strong knowledge of modern customer service systems, and ability to utilize them to their maximum potential along with the ability to create and implement a capacity plan that meets goals

A strong understanding and experience of Process Optimization tools, techniques, and approaches and their application

Ability to communicate effectively at all levels, including concise verbal and written executive-level communications

Data driven mindset and an aptitude for technology

Interpersonal, networking and influencing skills

Working backwards to lead the end user experience

Applications

MS Office, Java, Oracle, SAP TM

Honors & Awards

Mitsui O.S.K Lines India Pvt. Ltd - Received a certificate of appreciation from the Managing Director-Mr. Sundeep Sibal for excellent support to ensure the smooth and effective functioning of the Customer service, Documentation and Sales departments at the newly opened office in Ahmedabad.

Education:

Jamnalal Bajaj Institute of Management Studies

Post Graduate Diploma in Management studies

University of Mumbai

BSc

Experience:

Panalpina Global Business Services (I) Pvt. Ltd (July 2019 to Jan 2020)

Sr.Manager – Customer Relationship and Operations

Accountable for the Key Performance Indicators (KPI) for Operations and Customer service teams and work with the entire Supply Chain and Sales organizations to maximize results.

Recruited to strategically build the Customer Service and Operations department to provide an exceptional level of customer service both internally and externally.

Achieved 92% efficiency rates for warranty processing by combining two customer service departments and defining specific job qualifications.

Evaluated CRM tools by meeting with software companies, ran pilot program for potential implementation of the new CRM tool for the organization.

Developed a customer relationship management (CRM) database in collaboration with IT team resulting in improved customer support and report tracking by 50%.

Guiding the team to prepare the final bills of ladings correctly, according to the instructions received and according to the general company and local country rules and requirements.

Ensuring error free documentation and proper handling and storage of data.

Developed and implemented internal Operational Excellence, Continuous Improvement and Employee Recognition Programs, encouraging competitive efficiency and improving personnel morale.

Reduced overall support staffing through continuous improvement initiatives, while improving customer satisfaction metrics for all businesses.

Measure and ascertain the actual performance of teams, against Service Level Agreements and contractual obligations.

Responsible for setting up the work flow process for operations and customer service, and taking necessary measures to provide the needed support for smooth operations.

Provided analysis and reporting on customer service issues to the Quality Management Committee and worked collaboratively on improvement initiatives.

Measure and ascertain the actual performance of teams, against Service Level Agreements and contractual obligations.

Managing and resolving customer escalations, including working directly with executive level customer contacts to build relationships and resolve issues as they arise.

Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Senior Stakeholder Peers.

Create and present weekly and monthly productivity reports to Senior Management and discuss initiatives taken to improve current results.

DB Schenker India Pvt. Ltd (Sept 2011 to Jun 2019)

Deputy Manager – Customer Service and Operational Excellence

Customer Service

Developed overall business plan, KPI measurements and budget for all facets of the department.

Installed new EDI software to comply with customer needs and eliminated consultant fees of INR 150000 Per month.

Completed training for staff on new phone setup along with maintaining current lines and usage.

Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model.

Analyse and understand customer Service Survey results. Communicate results to team members. Work to establish action plan to improve results.

Support overall organization in Employee engagement programs and communications.

Implement reporting metrics which standardize individual contact center representative, contact center team and overall contact center performance.

Initiate creation of operational metrics to measure performance, quality and revenue to improve overall operations and productivity.

Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touch points in the customer journey.

Responsible for driving continuous improvement projects and interact with client or internal stakeholders to implement improvement objectives. Responsible for breaking down the End-to-End process to identify automation/improvement opportunities and create automation/transformation roadmaps.

Monitor onboarding of new customers. Responsible for the roll out from start to end and ensure that the SOPs are followed. Ensure excellent customer relationship management for these accounts and responsible for all escalations relating to them.

Operational Excellence

Execution of cost saving and improvement projects on business unit leaded, implemented and supported by Operational Excellence team. Responsible for managing continuous improvement processes of significant size and scope and report target to Global team on a fortnightly basis.

Collaborated with the operations and Finance teams to set up automated invoicing in the organizations systems, for Export/Import shipments leading to enhanced accuracy and efficiency thereby reducing costs and improved productivity by 20%.

Ensure the updating of timely milestones by the operations team for all shipments in the internal Schenker Track and Trace systems, enable customer to get a seamless preview of their shipments.

To liaise globally and regionally with Operations Excellence and Global Customer Management teams and communities; to identify/ share / exploit Best Practices opportunities; report, benchmark and compare acknowledged KPI’s/ SLA’s. Conduct regular internal / external Continuous Improvement workshops.

Pricing and Procurement

Procure and negotiate rates for Latin America and Middle East sectors and provide it to the sales team. Assist the Export Pricing HOD in the tender process. Identify what costs/rates need to be procured and what can be sourced from core tender database. Convert rate/cost inputs from related stakeholders within the organization into customer rate sheets.

Mitsui O.S.K. Lines (India) Pvt. Ltd. (Dec 2004 to Aug 2011)

Assistant Manager - Customer Service

Heading the Customer Service team, at Mumbai. Responsible for monitoring the daily processes and activities of Customer Service Department in line with Quality Management Systems ISO 9001: 2000. Effectively managed a team size of 10 members.

To actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries and Order Processing.

Initial response times were virtually eliminated by installing new IVR telephony and CRM system for tracking all customer activities.

Monitored and guided the team at Mumbai, to answer an average of 600 customer calls in a day. Instrumental in installing and implementation of the Interactive Voice Response (IVR) service in the organization.

Ensure prompt redressal of customer’s complaint. Reduced the time frame for solving customer complaints from 72 hours to 48 hours.

Re-located to Ahmedabad office for three years. Handled the systems and processes at the new setup effectively. Handled the Customer service, sales and documentation departments at Ahmedabad office.

Merchant Shipping Services (India) Pvt. Ltd. (Nov 2001 to Nov 2004)

Senior Executive - Customer Service

Responsible for overall coordination with the shipper and various departments within the organization such as marketing and operations for smooth movement of the shipment from the port of loading of cargo till collection of freight from the port of discharge

To administer and control global communication via e-mail.

Manage Logistics internal and external relationships, to ensure effective transportation of material and finished goods at optimal cost. Focal point for handling all Reliance Industries shipments to APAC countries.

Schenker Stinnes Logistics Pvt. Ltd. (Sept 1998 to Oct 2001)

Executive – Customer Service

To coordinate all service and operational requirements between the company and the customer vis-à-vis the handling of all out bound sea shipments.

To optimize the response time to customers and provide them with UpToDate shipment status and ensure seamless information flow.

To answer all customer queries regarding the shipment and solve customer complaints

The Free Press Journal (Jul 1996 to Aug 1998)

Corporate Communications Officer

Interviewing the promoters, Managing Directors and CEOs of different organizations for evaluation and analysis of company's performance vis-à-vis industry segment and their competitors.

Maintaining a good rapport with old clients and building and cultivating new clients through effective relationship management.

Interacting with company’s management, advertising agencies, merchant bankers and other financial institutions dealing with public issues. Organizing special supplements in the business section of the paper giving an in-depth insight of a particular industry segment in terms of editorial content.

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