Python Programming
Abhishek Pandey
Customer Service Representative And Analyst
Kharghar,Navi Mumbai,MH
Summary
To pursue a career in company that makes full utilization of my skills using my abilities that contribute to the development and growth of the organization and me simultaneously.
Overview
9
9
years of professional experience
1
1
Language
Work History
Customer Care Executive
DHL EXPRESS INDIA.
02.2019 - Current
- Handling Customer Care Mail box for Claims and Complaints team.
- Act as main point of customer contact with regards to Claims and Complaints.
- Communicated with different departments within the company to facilitate shipments.
- Helped customer for tracking and tracing of the shipments and providing alternative information.
- Perform RCA i.e Root Cause Analysis for Claims and Complaints team month on month basis.
- Perform projects assigned by leader.
- Perform trend analysis to eliminate problems.
- Interacted effectively with teams for various disciplines to find the resolution of problems.
- Generated in depth root cause analysis reports in relation to critical network.
- Recommended and suggested improvements to existing procedures.
- Performed and conducted complete data modeling and database design with minimal oversight.
Sr. Customer Service, Documentation & Operations.
VIVEK FREIGHT AND LOGISTICS PVT. LTD.
09.2017 - 01.2019
- Service, Documentation & Operations
- Job Profile: To handle enquiries from clients regarding imports & exports shipment.
- Managing all export related documentation, banking formalities and multi model transportation for the company.
- Vendor selection and management for all logistics related services.
- Documentation for customs clearance in coordination with Custom house agent.
- Payment of duty, examination of shipment and managing loading and transportation of cargo to warehouse.
- End-to-end follow up for the shipments, time-bound response, enabling best practices & systems, Negotiations & finalizing annual rate contracts.
- Responsible for appointing Freight Brokers & Negotiation of Ocean especially for DDP / DAP shipment.
- Planning and controlling of logistics of export in coordination with shipping lines and monitoring shipment up to the customer end.
- Business development i.e Interaction / correspondence with buyers for further & future orders, timely delivery of order & outstanding payments etc.
- Direct Communication with overseas buyers through calls and emails.
- Taking care of Customer’s feedback/Enquiry from all over the world through E-mail & respond to them within 24 Hours.
- Liaison with Bank for negotiating of bank documents and Export Payments.
- Exceeded client expectations for service by consistently providing follow-through on promises and maintaining professional, ethical standards.
- Successfully developed and implemented strategies to expand book of business and increase account penetration.
- Generated new business opportunities leveraging existing client base.
- Achieved exceptionally high retention rate through decisive problem solving and an ability to assess and resolve client concerns.
- Prepare weekly, monthly and quarterly reports as required by customers, management and/or the sales team.
- Make visits to customers with sales staff to improve the service provided to the customers.
- Reporting to General Manager on weekly and monthly basis.
Customer Service Executive
DHL EXPRESS INDIA.
08.2016 - 05.2017
- Act as main point of customer contact.
- Effectively handled and troubleshot issues including billing questions.
- Promptly responded to general inquiries from member, staff and clients via telephone, email.
- Resolved service issues and shared benefits of additional charges.
- Established effective professional working relationships with staff and customers.
- Handled tracking and tracing of shipments of customers.
- Ensured that quality-controlled quality control guidelines were enforced.
Customer Service & Purchase Officer
RSA TALKE DUBAI LLC.
02.2016 - 06.2016
- Act as main point of customer contact.
- Manage liaison with suppliers and origin stations.
- Liaison with different departments within the company to facilitate shipments.
- Assist in tracking shipments and providing alternative information.
- Manage quality control by ensuring that all shipped orders are in working condition.
- Responsible for handling and solving customer support issues via calls and mails.
- Assigned the tasks of supporting sales team in recognizing and developing new sales ideas.
- Handled the tasks of contributing ideas for developing ongoing process and workflow.
- Assigned the tasks of supporting, analyzing and investigating the development of new features in supporting sales.
- Collate purchase order & purchase requisitions in order-to-order materials, goods & Supplies.
- Send them to the suppliers & review inventories & order as required.
- Review deliveries against orders.
- Deal with non-supplied, under orders, over orders & damaged goods.
- Ensure that all the invoices are sent to the accounts for payment.
- Produce & maintain all the reports.
- Manage any procurement activities including RFP’s (Request for Proposals).
- Liaison with other departments, particularly the accounting, manufacturing & stock departments.
- Budgeting, Costing & Cost saving after reviewing the management information available.
- Health & Safety, Quality & other legal requirements
- To negotiate with the vendors.
Team Leader and Customer Service / Operator
S5 Agency World
04.2015 - 01.2016
- Works on behalf of vessel owner to directly liaise with Charterers Agent.
- To directly co-ordinate with port agents for any services to be rendered.
- To approve PDA charges quoted by charterers agent to protect client’s interest.
- To Liaise between Vessel’s Captain with local Offices & also to liaise between Charterer’s agent with local offices.
- To check whether proactive reply along with services has been provided to Charterers Agent & To Vessel’s captain, if not then proactively chase them to do so.
- Confirming all shipping deadlines and ensure that priority cut-off times are met.
Assistant Manager Operations & Customer Service
M/S. Marinelord Logistics Pvt Ltd
04.2013 - 03.2015
- To handle a team of 3 people (Customer Service Executives & Sr Executives).
- Held weekly meetings with Customer Service Team.
- Report directly to General Manager with status of weekly meetings.
- Have communication with foreign agents regarding rates & shipments.
- To solve proactively queries raised from clients.
- To co-ordinate with transportation team along with port executives for status of shipments.
- To visit clients with sales staff, to make good rapport.
- To maintain good environment & relation with sales team & customer service team.
- Train new comers in the organization.
- Back up on Sea freight exports operations to ensure smooth flow of service.
- Confirming all shipping deadlines and ensure that priority cut-off times are met.
Sales / Customer Service / Operations Executive
Trium Logistics Pvt Ltd, Freight Forwarding Co
04.2012 - 03.2013
- To handle enquiries from clients regarding imports & exports shipment.
- To liaise with NVOCC, shipping lines for best market competitive rates.
- To communicate with transporter for pickup of containers for factory stuffing.
- Used to go for client meetings with sales team.
- Use to provide backup to sales team for rates, shipment status
- Offering consolidation services by sea, ensuring cost-effective and secure solutions to small shippers who have insufficient cargo to require their own dedicated units.
- Utilizing e-commerce, internet technology and satellite systems to enable real-time tracking of goods.
- Target new accounts, fix sales appointments and visit prospective clients.
- Coordinate with overseas agents for pre-alert and tracking the actual arrival of the import shipments.
- To handle various types of shipment (HAZ, Non HAZ, Marbles, Fragile, etc.).
Education
B.E - Electronics and Telecommunication
Diploma - Electronics and Telecommunication
S.S.C - undefined
Maharashtra Board
Skills
Excellent Communication
Software
Power BI
Timeline
Customer Care Executive
DHL EXPRESS INDIA.
02.2019 - Current
Sr. Customer Service, Documentation & Operations.
VIVEK FREIGHT AND LOGISTICS PVT. LTD.
09.2017 - 01.2019
Customer Service Executive
DHL EXPRESS INDIA.
08.2016 - 05.2017
Customer Service & Purchase Officer
RSA TALKE DUBAI LLC.
02.2016 - 06.2016
Team Leader and Customer Service / Operator
S5 Agency World
04.2015 - 01.2016
Assistant Manager Operations & Customer Service
M/S. Marinelord Logistics Pvt Ltd
04.2013 - 03.2015
Sales / Customer Service / Operations Executive
Trium Logistics Pvt Ltd, Freight Forwarding Co
04.2012 - 03.2013
B.E - Electronics and Telecommunication
Diploma - Electronics and Telecommunication
S.S.C - undefined
Maharashtra Board
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