Cricket
Ahmad Khan
Service Centre Supervisor
Summary
Proven leader at DHL Express India Pvt. Limited, adept in workforce planning and staff training, enhancing operational excellence and employee engagement. Spearheaded initiatives boosting efficiency and customer satisfaction, demonstrating exceptional leadership and cross-functional collaboration. Achieved significant cost savings and performance improvements, underlining a commitment to continuous improvement and operational excellence.
Overview
16
16
years of professional experience
3
3
Certifications
Work History
Service Centre Supervisor
DHL Express India Pvt. Limited
01.2021 - Current
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Launched new initiatives aimed at increasing employee engagement within the Service Center.
- Spearheaded cost-saving initiatives that streamlined business operations within the Service Center.
- Championed technology adoption within the Service Center environment leading to more efficient processing of customer requests and improved overall turnaround times.
- Optimized resource allocation, maximizing the utilization of staff time and minimizing operational costs.
- Improved service center efficiency by streamlining processes and implementing new procedures.
- Enhanced customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Trained new staff members on company policies and center expectations.
- Interceded between employees during arguments and diffused tense situations.
Service Center Supervisor
DHL Express India Pvt. Limited
06.2018 - 01.2021
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Developed and maintained relationships with external vendors and suppliers.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Reported issues to higher management with great detail.
Service Center Supervisor
DHL Express India Pvt. Limited
10.2016 - 05.2018
- Oversaw daily service operations activities, resolving any issues promptly to maintain high-quality customer experiences.
- Resolved customer complaints in professional and timely manner.
- Monitored SVC staff performance and provided feedback for improvement.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee punctuality,overall behavior addressing repeat problems quickly to prevent long-term habits.
Classification Agent/Clerance Support Agent
DHL Express India Pvt. Limited
06.2014 - 10.2016
- Monitored shipment statuses closely and proactively updated clients on potential delays or discrepancies.
- Managed a high volume of customer inquiries via email, phone calls, or face-to-face interactions daily while maintaining professionalism under pressure.
- Prepared accurate shipping documentation to ensure compliance with international regulations and avoid costly penalties or delays.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of formal export clearance and creating welcoming, positive experiences.
Medical Sales Representative
Pfizer
10.2008 - 07.2010
- Developed key relationships with medical professionals, leading to consistent referrals and increased customer base.
- Optimized territory management by regularly analyzing sales data and adjusting strategies accordingly, maximizing efficiency.
- Supplied hospitals and physicians with in-depth information on latest medical researches.
- Increased sales revenue by consistently meeting and exceeding sales targets through strong relationship building and product knowledge.
- Penetrated new territories, successfully establishing relationships with interior markets distributors and medical professionals
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Demonstrated products and specific features at customer locations and special events.
Education
MBA - Operations Management
Aligarh Muslim University
Aligarh, India 04.2001 -
Bachelor of Science - Microbiology, Biochemistry
Bangalore University
Bangalore 04.2001 -
Skills
- Workforce Planning and Staffing optimization
- Logistics Coordination, route planning
- Performance Evaluations
- Cross-Functional Collaboration
- Vendor Management -Service Level Agreements
- Health and safety compliance
- Continuous Improvement and Operational Excellence
- Leadership and Change Management
- Cost Optimization
Accomplishments
Successfully enhanced EOS scores of Kanpur facility through strategic initiatives and employee engagement programs
Achieved consistent success by winning multiple awards within the company year after year, demonstrating ongoing excellence and recognition for outstanding performance. 1 EOY Award, 6 Ace and 7 KYC4 Awards. SCOTY Award for SVC at all locations
Established a new service center (Jalandhar) with a fresh team and delivered exceptional outcomes, showcasing leadership and operational effectiveness.
Empowered the team by providing the necessary infrastructure and equipment to enhance the quality of work life, fostering a more productive and positive work environment.
Consistently maintaining a positive outlook, adeptly handling contingencies (Covid Lockdown, Punjab Farmers Strike, G20 Summit etc) and always ready to provide support and leadership at the forefront.
Certification
QMS- Internal Auditor Training Course as per ISO 9001:2015
Interests
Reading
Traveling and Long Drives
Timeline
Service Centre Supervisor
DHL Express India Pvt. Limited
01.2021 - Current
Service Center Supervisor
DHL Express India Pvt. Limited
06.2018 - 01.2021
Service Center Supervisor
DHL Express India Pvt. Limited
10.2016 - 05.2018
Classification Agent/Clerance Support Agent
DHL Express India Pvt. Limited
06.2014 - 10.2016
Medical Sales Representative
Pfizer
10.2008 - 07.2010
MBA - Operations Management
Aligarh Muslim University
04.2001 -
Bachelor of Science - Microbiology, Biochemistry
Bangalore University
04.2001 -
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