Shaa Chokie

Adaptable specialist with strong experience in disputes, supported by a solid understanding of business processes and Strategies. Skilled in analysing workflows, collaborating with logistics teams to improve operational efficiency, and assisting management in implementing effective process improvements. Experienced in working within strict guidelines while consistently maintaining quality and business standards in dynamic corporate environments.

Proficient in developing analytical tools, including Pivot tables, to support sales and business activities. Skilled in Microsoft Excel, with a strong ability to analyse data, identify opportunities for improvement, and deliver practical solutions. Eager to contribute proven analytical and problem-solving skills to a growth-oriented organization.

JL 2 – Specialist - Maersk

(2024-01)

Dispute management involves addressing and resolving conflicts between a business and its customers related to invoices or payments. The primary objective is to resolve these issues promptly and efficiently to strengthen customer relationships. I have exposure to the OTC process, but my strongest hands-on experience is in the downstream part, particularly dispute management, receivables support and customer resolution.

I also have previous experience in order management, delivery tracking and payment-related queries, which gives me exposure to the earlier stages of the process. Dispute resolution begins with root cause analysis, followed by transparent communication with the customer and implementation of corrective measures. This approach enhances customer satisfaction and fosters long-term client relationships.

• Followed up on overdue invoices and outstanding receivables to support timely cash collection.
• Prepared and maintained OTC and dispute-related reports, tracking KPIs, aging, resolution status, and pending actions.
• Experienced in managing end-to-end OTC processes, customer account reconciliation, invoice and payment discrepancies, dispute investigation and resolution, deduction management, collections followup, aging analysis, and cross-functional coordination.
• Resolutions are typically provided within 24 hours, with prompt follow-ups on payments related to rejected disputes. Customer queries are addressed through calls, emails, and chat support.
• Document reviews including Shipping Instructions (SI), Arrival Notices, Bills of Lading, Booking Confirmations, and other relevant paperwork are conducted to ensure accurate and satisfactory dispute resolution.
• Common disputes include incorrect invoicing, missing credit notes, and weight discrepancies. Valid rate disputes are waived after thorough analysis.
• Waivers are processed in SAP by generating manual credit notes, following internal approval protocols. All actions are recorded in the CRM system in accordance with standard procedures.
• We utilize multiple platforms and CRM tools including SAP, OHP, Salesforce, Cisco Webex contact centre, GCSS, SOLAR, COMET, AFLS, BOXI, and S4 HANA to effectively resolve disputes and maintain seamless operations.
• Have also utilized translation applications like Google, co-pilot, chat GPT wherever necessary, especially for Spanish, French.
• Weekly calls with internal teams to improve TAT, providing correct first-time resolution, reducing re-disputes.
• Demonstrated expertise in client relationship management and currently serving as the Single Point of Contact (SPOC) in my role.
• Proactively lead the team in resolving open cases, ensuring timely and consistent follow-ups to drive closure.
• Effectively managed customer escalations through email and inbound/outbound calls, consistently upholding high standards of client satisfaction.
• Conducted root cause analysis to address recurring disputes, implementing first-level fixes to prevent credit memos and enhance resolution efficiency.
• Collaborated across upstream and downstream processes, engaging with cross-functional teams such as Customer Experience, Finance, and Collections to deliver seamless issue resolution and elevate customer satisfaction.

JL 2 – Process Expert - Tata Consultancy Services

(2016-01 - 2024-12)

Process Expert specializing in custody services for ABN AMRO, managing customer accounts, payments, and quality control operations.

• Achieved targets by handling queries promptly and sharing comprehensive product knowledge.
• Performed in-depth process reviews, analyses, and evaluations to aid continual evolution and growth.
• Compiled process reports to analyze and drive improvements across operations.
• Protected data using robust backup and security methods while following GDPR regulations.
• Identified production flaws, conducted root cause analysis and worked on quality assurance to resolve issues.
• Specialized to maintain zero errors and quality checking. Oversaw inventory levels to achieve optimum product quality and availability.
• Resolved customer concerns and boosted retention by offering thorough problem solving and active listening.
• Built Excel spreadsheets with formulas and pivot tables to collate and navigate large datasets.
• Demonstrated enhanced systems and dashboards for users to establish streamlined and efficient processes.
• Providing decisions and approvals for payments of Customers.
• Processing fund transfer to the customer accounts for faster payments, SEPA. Processing Quality control for draft payments. Handling the customer's queries very effectively. Tracking volumes, MIS updating for the team and reporting to the management.
• Running EOD reports, circulating MIS to the team performance on day-to-day basis to the management.
• Keeping tight control over the TAT and achieving company's objective in delivering a seamless service to our client.
• Met all deadlines including month end reporting objective. Assist with product specification and functional analysis

B.Sc. - Mathematics - Shri Shankarlal Sundarbhai Shasun Jain College for Women (2016-04)

H.S.C. - Govt. Girls Higher Secondary School, Ashok Nagar (2013-04)