Profile
A Customer Service Professional with invaluable knowledge of managing projects, resources and staff in an effective and efficient manner. Highly focused with a comprehensive understanding of logistics and the supply chain. Boasting a consistent & proven track record of successfully employing best business practices that improve efficiency, reduce operating costs whilst increasing performance, all to tight time scales and within budget.
Committed to identifying and implementing continuous improvements in the supply chain. Now looking for a new and challenging position, one which will make best use of existing skills and experience and also further my personal and professional development.
Work History
DHL/ BlueDart Express Limited
Sr. Executive – Key Accounts
08/2013 to 03/2015
• Gains deep knowledge of each assigned account through internal research and proactive gathering and integration of information from various stakeholders within the account, e.g. business model, relevant business metrics, unique challenges, and strategic goals.
• Develops a breadth of relationships within each account to ensure an understanding of each account’s objectives, goals, and challenges and identifies approved Company’s resources that are aligned to the customer’s needs.
• Focusing on growing and developing existing clients, together with generating new business.
• Write business plans for all current and opportunity tender business.
• Serves as the primary Company interface for the logistics business of the customer account and is responsible for the overall customer experience with DHL / BlueDart Express Limited.
• For Integrated Delivery Network or multi-specialty accounts, coordinating with the Operation Team who has overall “quarterback” responsibilities for ensuring the timely delivery of products.
• Establishes relationships and maintains an effective communication network with the customer at multiple levels.
• Conducts internal business strategy discussions and performance reviews routinely to ensure that the Head of Commercial Operations, Customer Team Leader(s), Customer Team Representative(s) and other DHL/BlueDart Personnel understand the customer’s business strategy and appropriately support it at all levels.
• Proactively meets with customers to solicit feedback and adjust plans on a regular basis.
• Demonstrates commitment to compliance through understanding of regulations and policies that govern customer interactions and consistent focus on ensuring compliance with them.
FashionAndYou
Project Manager
01/2012 to 07/2013
Client Servicing
• Developing and Implementing processes and procedures that will ensure the quality delivery of products to all the Customers.
• Coordinating with internal and external resources to insure that Customer Care is delivering a competitive offering that provides increased value to our customers.
• Directing, Monitoring and managing the team that provide Customer Care services in what and how the Customer Care functions are delivered to the customer.
• Key Contact for client customer care matters, both strategic and tactical in nature, conveying proactive subject matter expertise.
• Understanding our client relationship and working with partner/vendor relationships to delivery customer care. Brings a sense of urgency to the work at hand and provides detailed follow-through on all desired actions.
MAJOR FUNCTIONS:
Inbound Call Center activities, delivery of all customer correspondence to the customer, adequate computer systems to deliver appropriate services to the customer and proper reporting on customer activities to the Management.
RTO Management
• Team Handling
• Responsible for proper Receipts, Documentation, and Follow the Procedures for returns.
• Responsible for quality check of received material in order to ensure FIFO system followed.
• Ensure that received stock is updated in console for a quick refund or exchange of the product.
• Put away, Storage and Preservation of RTO stock as per fixed and flexible location.
Pure HRC/RPO Services
Client Relationship Manager
07/2007 to 09/2011
• Supervise client service operations for rendering and achieving quality services as well as optimizing client satisfaction levels and generating additional avenues for business.
• Confer with clients by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
• Achieve revenue and profitability goals by encouraging the client to utilize the organizations resources for their needs.
• Coordinating with clients (National and International) for renewal and issue of Contract Agreements for catering all the customer needs.
• Raising invoices, sending it to clients (National and International) and payment collection.
• Investigating and solving clients’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Visiting clients to provide a one-to-one service.
• Developing feedback or complaints procedures for clients to use.
• Being involved in staff recruitment and appraisals.
• Training staff to deliver a high standard of client service.
• Leading or supervising a team of customer service staff.
• Keep records of client interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve clients’ problems.
• Refer unresolved clients’ grievances to designated departments for further investigation.
• Contact clients to respond to inquiries and any planned adjustments.
• Resolve clients’ service or billing complaints by performing activities such as refunding money, and adjusting bills.
• Compare disputed services with original requisitions and information from invoices, and prepare invoices for cancelled services.
IBM
Customer Care Specialist
11/2006 to 05/2007
• Answer phones calls and provide excellent customer service in a timely and efficient manner.
• Configuration of client’s equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only).
• Provide problem analysis and resolve client issues with the aid of available helpdesk tools (e.g. help files and Knowledge base articles.
• Provide training to clients in the use of system and applications as related to Internet.
• Ensure accurate call comments are entered and appropriate information is provided in escalated calls.
• Ensure call standards are maintained with respect to greeting, problem identification, proposed solution and conclusion.
• Collaborate with team members on knowledge transfer, support policies, procedures and standards.
Key Competencies & Skills
• Process Improvement
• Project Management
• Operational Logistics Management
• Supply Chain Solutions
• Project Based Logistics
• Warehousing & Storage
• Cost Reduction
• Strategic Planning
• Vendor Management
Academic Qualifications & Education
Masters : Computer Application, 2006
U.P.Technical University – Lucknow, INDIA
Bachelors: Computer Application, 2003
C.C.S. University – Meerut, INDIA
High School: Commerce, 2000
Punjab Board – Jallandhar, INDIA
Junior School: Science, 1998
U.P. Board – Lucknow, INDIA
Accomplishments
• Awarded as Employee of the Month for the month of May’12.
• Moved 21 outsourced employees on company rolls and provided opportunities for career growth.
• Recipient of the “Employee of the Year’” in the Special Awards Category for the period 2007 to 2008.
