ABHILASH RAJAN
SENIOR SPECIALIST
Chennai,TN
Summary
Results-oriented professional specializing in customer service and operations support. Enhanced operational efficiency and customer satisfaction through effective process improvements. Skilled in Microsoft Office Suite, stakeholder management, and team development, contributing to organizational success.
Overview
4
4
Languages
16
16
years of professional experience
Work History
Senior Specialist - Customer Service
MAERSK GSC INDIA PVT. LTD
05.2021 - Current
- Managed escalated customer inquiries, alongside complex shipment challenges, with efficiency.
- Supervised extensive order management, incorporating booking oversight, and delivery verification.
- Facilitated proactive communication with clients, carriers, and internal departments to avert delays and misunderstandings.
- Evaluate service performance metrics, focusing on on-time delivery error rates, and determine areas needing refinement.
- Cultivate and strengthen lasting partnerships with customers via unwavering service excellence.
- Guarantee compliance of all shipments with regulatory requirements, documentation standards, and company policies.
- Coordinated full-cycle shipment, export, and import activities as part of 4PL/SCM.
- Oversaw key client relationships, maintaining high levels of satisfaction and retention.
- Fostered enduring customer partnerships by ensuring dependable service delivery.
- Engaged with cross-functional teams to improve logistics efficiency and refine operational workflows.
Process Trainer – Training & Development
MAERSK GSC INDIA PVT. LTD
01.2019 - 10.2020
- Designed and delivered process training programs for diverse teams to enhance operational efficiency.
- Developed comprehensive training materials and resources, ensuring alignment with company policies and procedures.
- Conducted assessments to evaluate training effectiveness and identify areas for improvement in processes.
- Collaborated with cross-functional teams to streamline training delivery and improve knowledge retention.
- Facilitated workshops focusing on continuous improvement initiatives, fostering a culture of learning within the organization.
- Analyzed feedback from trainees to refine content and enhance overall training experience continuously.
- Communicated with sales team to maintain a firm grasp of training requirements.
- Delivered high-quality training sessions, leading to increased productivity among team members.
- Identified skill gaps within the workforce and developed targeted training programs to address these challenges.
- Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
- Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
- Facilitated virtual, in-person and blended learning sessions.
Senior Specialist - Sales Support
MAERSK GSC INDIA PVT. LTD
11.2010 - 12.2018
- Coordinated sales support for North America and Asia Pacific regions, ensuring alignment with regional needs across New Zealand, Australia, Vietnam, Indonesia, Malaysia, the Philippines, and Thailand.
- Utilized various tools, including Salesforce and Quote Tool software, for quoting and pricing processes.
- Addressed customer emails to formulate quotes aligned with precise requests.
- Managed contract renewals, tenders, and contract administration.
- Adjusted client-negotiated rates in the tool following discussions to meet specific customer expectations.
- Communicated service updates, rate changes, and commercial information to customers.
- Supervised invoice billing activities involving fixed surcharges, such as bas, sbf, odf, and ddf.
- Conducted weekly presentations, utilizing charts and dashboards to effectively communicate quote metrics to clients.
Education
MBA - HR & Marketing
St. Peters University
Chennai04-2010
B.Com - Commerce
Jaya College of Arts and Science
Chennai04-2008
Skills
Order management
Escalation resolution
Supply chain management
Logistics management
Shipment documentation
Service performance tracking
Service quality assurance
Service improvement strategies
Client communication
Client relations
Client onboarding support
Customer service training
Coaching team members
Team leadership
Team building
Time management
Accomplishments
Star Award for outstanding performance
Process Excellence Award for operational contributions.
Top Performer Award for sales support achievement.
Customer Service Award for exceptional client satisfaction.
Introduced Kaizen improvements to speed up processes.
Timeline
Senior Specialist - Customer Service
MAERSK GSC INDIA PVT. LTD
05.2021 - Current
Process Trainer – Training & Development
MAERSK GSC INDIA PVT. LTD
01.2019 - 10.2020
Senior Specialist - Sales Support
MAERSK GSC INDIA PVT. LTD
11.2010 - 12.2018
B.Com - Commerce
Jaya College of Arts and Science
MBA - HR & Marketing
St. Peters University
AWARDS
Star Award for outstanding performance, Process Excellence Award for operational contributions., Top Performer Award for sales support achievements., Customer Service Award for exceptional client satisfaction., Introduced Kaizen improvements to speed up processes.
DECLARATION
I hereby declare that the above information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned.