Ashika Devi

Customer experience and operations professional with experience in banking and global shipping/logistics. Experienced in customer channel management, case management, customer onboarding and relationship management, contract and dispute management, account administration, transaction management, customer care, and cross-selling/referrals. Known for clear communication, structured follow-up, customer-focused service and coordination with internal stakeholders to support timely issue resolution.

Ocean Customer Experience Specialist - A.P. Moller – Maersk

(2024-03)

• Manage customer channels and act as a key point of contact for customer requirements within the ocean shipping and logistics environment.
• Own customer cases from initial request through follow-up and resolution, maintaining clear communication and case visibility.
• Support customer onboarding and relationship management by understanding customer requirements and coordinating appropriate service actions.
• Handle contract and dispute management activities, supporting resolution of customer concerns in line with established processes.
• Coordinate with relevant internal teams and stakeholders to investigate issues, obtain updates and progress cases toward closure.
• Communicate case status, requirements, next steps and resolutions clearly to customers while maintaining a positive service experience.
• Prioritize multiple customer cases and follow-ups while maintaining attention to detail, process adherence and service quality.
• Use knowledge of shipping and logistics processes to understand customer requirements and support effective issue resolution.

Phone Banking Officer - CITI Bank

(2022-07 - 2023-12)

• Handled customer care activities through phone banking, responding to customer requirements and service-related interactions.
• Supported transaction management and assisted customers with transaction-related requirements in line with established processes.
• Managed account administration requests and provided appropriate follow-up for account-related requirements.
• Built customer relationships through clear communication, active listening and professional service.
• Identified suitable cross-selling and referral opportunities based on customer needs and interactions.
• Balanced customer service, process adherence and timely resolution while handling multiple customer requirements.

Bachelor of Vocational - B.Voc - Stella Maris College, Chennai (2018 - 2021)

12th Standard - TST Rajah Girls Matriculation School, Chennai (2017 - 2018)

10th Standard - St. Columbian's A.I.H.S. School, Chennai (2015 - 2016)