Senior associate - Sea Link International Inc - Mumbai, Maharashtra, India
(2023-08)
Customer service and documentation within the shipping line industry, specializing in customer relationship management, international logistics coordination, and operational issue resolution. Skilled in handling end-to-end export operations, customer escalations, booking management, and cross-functional coordination. Proven ability to train team members, improve service quality, and maintain strong customer relationships while ensuring operational efficiency.
- Managed VVIP client relationships for Company, ensuring high levels of satisfaction and retention.
- Coordinated gate activities, load confirmations, document extensions, and late gate requests for smooth operations, enhancing client experience and reducing turnaround time.
- Handled US and Canada shipments, collaborating with various shipping lines to create accurate Bill of Lading, ensuring compliance with VGM, AES, and B13 requirements.
- Coordinated with multiple shipping lines to generate booking numbers, facilitating seamless transactions and providing prompt updates to clients, enhancing booking cycle efficiency.
- Processed and tracked orders and inquiries using internal reporting tools, ensuring timely responses and efficient order management.
- Interacted with third-party vendors and agencies, fostering strong collaborative relationships and optimizing external support for operations.
- Conducted research and data analysis, providing valuable insights for strategic decision-making and process improvements.
- Identified and rectified errors in internal databases, maintaining data accuracy and integrity for informed business operations.
- Supported daily operations by validating incoming data for accuracy and integrity, contributing to the generation of reliable reports.
- Manage customer inquiries and service requests through CRM systems.
- Coordinate with shipping lines for bookings, amendments, and operational updates.
- Monitor vessel schedules, load plans, terminal cut-offs, and Shipping Instruction (SI) timelines.
- Liaise with customers, depots, and terminals regarding empty container pickup and gate-in issues.
- Handle customer and internal escalations to ensure timely resolution.
- Train and support new team members to improve team performance and service quality.
Office Assistant (Export Documentation) - Rucha Enterprises - Mumbai, Maharashtra, India
(2021-04 - 2023-08)
Managing the complete export documentation process, including both pre-shipment and post-shipment documentation.
- Preparing key export documents such as Bill of Lading(B/L), Commercial Invoices, Packing Lists, B/L Instructions, Bank Realization Certificates (BRC), etc.
- Sharing scanned copies of shipping documents with customers promptly upon receipt of the Bill of Lading.
- Communicating courier tracking numbers to customers for original shipping documents to ensure transparency and timely delivery.
- Monitoring consignment movements until final delivery and updating customers regarding any delays or early arrivals along with the reasons.
- Maintaining effective coordination among all relevant internal departments to ensure smooth operations.
- Following upon Purchase Orders from clients and arranging dispatches in alignment with the order schedule.
- Handling routine operational activities to support seamless export and logistics processes.
- Addressing and resolving issues raised by both internal teams and external customers on day-to-day basis.
Admin/Front Desk - Child Development Centre - Mumbai, Maharashtra, India
(2019-01 - 2021-03)
- Coordinating and managing schedules for children, therapists, and doctors to ensure smooth and timely appointments.
- Addressing and resolving queries raised by parents with professionalism and care.
- Handling inquiries, processing payments, and preparing regular Management Information System (MIS) reports.
- Collecting, updating, and maintaining accurate records and databases for administrative efficiency.
- Organizing and maintaining office files, generating bills, and managing essential office records.
- Managing front desk operations, including handling emails and calls, scheduling appointments, receiving documents from clients, processing related matters, and ensuring effective client communication and data updates.
- Supporting basic accounting functions, including bill preparation and account management.
Sale Assistant - Bajaj Health Care - Mumbai, Maharashtra, India
(2015-07 - 2017-07)
- Overseeing and managing all sales – related activities within the company to support business growth.
- Responding to customer sales inquiries through phone, email, and written communication in timely and professional manner.
- Addressing and resolving sales-related issues and concerns to ensure customer satisfaction.
- Following upon inquiries and payments and preparing detailed Management Information System (MIS) reports.
- Preparing accurate quotations and proffer main voices in line with client requirements and company policies.
Administrative Assistant - AuromaLaw - Mumbai, Maharashtra, India
(2012-11 - 2015-05)
- Managing front desk operations, including handling emails and phone calls, scheduling appointments, receiving and processing client documents, maintaining client communication, and updating records and data.
- Providing administrative support in legal matters, assisting advocates with documentation and case-related coordination.
- Handling basic accounting tasks, including bill preparation and routine financial operations.
Senior Team Member (Service Quality) - AXIS BANK Ltd - Mumbai, Maharashtra, India
(2010-08 - 2012-05)
- Supported branch teams in enhancing service quality by analyzing and improving existing by processes.
- Managed escalated customer complaints received through emails and calls by the Nodal OfficeTeam, ensuring timely and effective resolutions.
- Coordinated with Branches, Circle Offices, and Back Office departments to facilitate prompt complaint resolution and service recovery.
- Conducted branch-level training to improve complaints management, emphasizing proper complaint logging and providing adequate resolutions.
- Identified recurring system and process-related issues and contributed actionable insights for operational improvement.
- Monitored and analyzed monthly complaints MIS for Retail Branch Banking, providing data-driven insights to improve service quality.
