Senior Coordinator at Hapag-Lloyd (2022-07-02 – Present)
Job Role in Customer Services
- Handling the key client like Duegro, Neptune ETC.
- Worked in Sales forces (Email & Online Chat Services)
- Assigning salesforce Task to colleagues as per groupings.
- Handling Invoice Impot & Export both
- Handling dispute related with Invoice
- Handling TREX (Extra charges which is not related with freight)
- Helped in creation of Macro:- TREX & Dispute of invoice
- Handling Escalation email & calls.
- Audited customer calls, cases, and chat interactions to ensure compliance with quality standards and SOPs.
- Identified quality defects and process gaps, providing actionable feedback to improve performance.
- Conducted quality evaluations and documented audit findings with detailed observations.
- Participated in process improvement initiatives to enhance efficiency, accuracy, and customer experience.
- Facilitated and contributed to process gap analysis sessions with users and team members.
- Provided constructive feedback and coaching inputs based on audit results
Process Expert–Customer Service at Maersk Global private limited (2017-06-27 – 2022-02-06)
Department: Export Documentation
- Handling electronic bills submit by the customer via online portal
- Direct contact with customer regarding bookings
- Handling Virtual machine with is automatically key the bills
- Generating reports
- Handling the team in the absence of team leader
Coordinator–Customer Service at UASC (United Arab Shipping Company) (2016-06 – 2017-06)
Department: Customer Service Process
- Keying the bills of Global teams
- Handling correction of global teams
- Training given to new joiners
- Handling the team in the absence of team leader
Coordinator–Customer Service at Hapag-Lloyd (2013-06-24 – 2016-06)
Department: Customer Service Process
- Creating bill of Landings for south east & gulf pacific export teams.
- Assigning task of southeast & gulf pacific export teams.
- Handling correction of south east & gulf pacific export teams.
- Realising vessels of south east & gulf Pacific export teams.
