Suresh Sundaram

To ensure operational excellence in the shipping and logistics domain by executing high-quality Shipping documentation processes, driving continuous improvement through audits and quality tools, and fostering a collaborative team environment by mentoring peers, supporting leadership responsibilities, and consistently achieving performance goals.

Senior Coordinator – Customer Service Delivery at Hapag-Lloyd Global Service (2013-02 – Present)

• Dispute management – Handling the customer query for the dispute, validating, and resolving customer disputes regarding invoices, charges, and billing discrepancies.
• Handled case management in Salesforce, ensuring timely and accurate resolution.
• Conducted AI testing on Salesforce and provided constructive feedback to improve case handling quality.
• Involving the global indexing process and support team helps meet TAT. Also Involving weekly basis case analysis improve accuracy.
• Performed case analysis and identified root causes for process inefficiencies and delays.
• Executed Root Cause Analysis (RCA) for both customer and Area Office escalation emails.
• Analyzed ad-hoc reports and shared insights with the Team Leader/Manager for informed decision-making.
• Managed end-to-end activities in export documentation, ensuring compliance and accuracy.
• Mentored new joiners, monitored their performance daily, and provided weekly feedback reports.
• Monitored task progress, assigned work, and managed Turnaround Time (TAT) effectively.
• Created Bills of Lading, handled amendment requests, and resolved customer queries efficiently.
• Conducted refresher training sessions as needed to maintain team knowledge and skill levels.

Senior Associate – Customer Service at First Source Solutions Ltd (2010-09 – 2013-02)

• Compiled, generated, and analyzed MIS (Management Information System) data to support business reporting and decision-making.
• Handled payment posting and reconciliation activities with accuracy and timeliness.
• Managed email communication with both customers and vendors, ensuring prompt and effective resolution of queries and concerns.

Process Associate at Global Net Solutions Pvt. Ltd (2008-08 – 2010-07)

Data Capturing and Data Conversion.

Junior Assistant – Records Management at Cameo Corporate Services Ltd (2004-04 – 2008-07)

Banking, Insurance, and Cellular document & application records management.

Post Graduate Diploma in Computer Application in Computer Science – SISI Institute (2006-04)

Bachelor of Science in Chemistry – Bharathidasan University (2003-04)