Amrik Deb
Kolkata
Summary
Results-driven operations and customer experience professional with 8+ years of expertise in workforce management, logistics, and vendor operations. Skilled in workforce planning, process improvement, analytics, and cross-functional collaboration. Adept at managing third-party relationships, driving KPIs, and leading initiatives to enhance operational efficiency. Highly proficient in Salesforce, Case Management, and Microsoft Office. Recognized for excellent project management, problem-solving abilities, and delivering continuous business improvements in high-growth environments.
Overview
10
10
years of professional experience
Work History
Customer Experience Consultant
Maersk Line India Private Limited
Kolkata
09.2018 - Current
- Built and maintained strong customer relationships, delivering outstanding service and ensuring high client satisfaction.
- Managed SLAs and case resolutions via Case Management and Salesforce, implementing corrective actions as needed.
- Developed and implemented performance dashboards, tracked KPIs, and analysed root causes to drive improvements in customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Led key projects including Case Management and CSAT surveys, and handled export manifest filing.
- Leading Sea Departure Custom Manifest Implementation and Process improvement for East India.
- Oversaw documentation and shipment of dangerous cargo and Special Cargo from major Indian ports.
- Proactively communicated with customers about booking updates and issues.
- Took full ownership of customer shipments and resolved complex issues.
- Implemented process improvements by addressing root causes and introducing innovative solutions.
- Upsold value-added products, delivering integrated business solutions.
- Managed high-profile clients such as Haldia Petrochemical, Exide and Vivek Enterprise, ensuring seamless service.
- Supported team objectives and shared best practices to maintain high standards.
- Coordinated the entire shipment lifecycle, ensuring efficient cross-functional execution.
- Assisted clients with business analysis, documentation, and data modelling.
Process Expert
Maersk Global Service Centre
Pune
01.2017 - 09.2018
- Delivered exceptional customer support through proactive communication with local teams and clients, ensuring prompt resolution of exceptions.
- Managed internal and customer emails and chats, adhering to SLAs and ensuring timely, satisfactory resolutions.
- Facilitated customer documentation processes and resolved invoicing issues to reduce credit memos.
- Provided coaching and feedback to new team members, enhancing their performance and integration.
- Analyzed processes to improve customer satisfaction and address pain points effectively.
- Ensured invoice quality by resolving queries promptly and minimizing impacts.
- Addressed customer needs with a focus on first-time resolution, reducing the need for repeat interactions.
- Collaborated with stakeholders across customer-facing, operations, finance, and IT departments to deliver optimal solutions.
- Consolidated stakeholder inputs to provide timely solutions and maintain high customer satisfaction.
Trainee
Indian Oil Corporation Limited
Siliguri, West Bengal
02.2016 - 03.2016
- An Analytical Study of Marketing and Promotions of XTRA Power Fleet Card Loyalty Programme in Indian Oil Corporation.
Education
MBA - Logistics Management & Marketing
Institute of International Business And Research
Pune, Maharashtra07-2016
P.G.D.F.T - Foreign Trade
Institute of Business Management & Research
Pune, Maharashtra07-2015
BBA - Marketing
Siliguri College of Commerce
Siliguri06-2014
Higher Secondary - Commerce
New St. Johns High School
Siliguri, West Bengal05-2010
Secondary Degree -
New St John's High School
Siliguri, West Bengal05-2008
Skills
- Imports and exports management
- Professional Working Proficiency
- Operations support
- Performance and Quality improvement
- Problem-Solving
- Case Management & Salesforce activities
- Microsoft Office
- Trained IMDG Code classification
Key Projects:
- Case Management & Salesforce Optimization: Streamlined issue resolution processes by enhancing Salesforce workflows, resulting in improved customer service efficiency.
- IMDG Dangerous and Special Cargo Validation: Ensured full compliance with IMDG regulations by validating documentation and handling processes for dangerous cargo shipments, promoting safety and operational standards.
- E-Invoice Report Correction: Identified and corrected discrepancies in e invoice reporting systems, improving financial documentation accuracy and supporting compliance initiatives.
- NPS Survey Coordination: Led Net Promoter Score (NPS) survey initiatives; analyzed customer feedback to drive enhancements in service delivery and overall satisfaction.
- Revenue Collection for Longstanding Containers: Successfully managed revenue collection for overdue export/import containers, significantly improving cash flow and operational KPIs.
College Projects
2016-02-01, 2016-03-01, Trainee, Indian Oil Corporation Limited, Siliguri, Siliguri, West Bengal, India, An Analytical Study of Marketing and Promotions of XTRA Power Fleet Card Loyalty Programmed in Indian Oil Corporation
Accomplishments
- Recognized as Champ of the Month (3 times)
- Recognized as Assets award in acknowledgment of extended efforts which were essential to ensuring continuity of business.
- Recognized as Impact Award - Customer Focus
- Received Star Award (2 times) for Extra Mile at Maersk
- Achieved Star of the Month (5 times) for going extra mile.
Languages
English
Hindi
Bengali
Websites, Portfolios and Profiles
www.linkedin.com/in/amrik-d-4945bba4
Hobbies and Interests
- Singing
- Bike Riding
- Gadgets and technology
- Photography
Timeline
Customer Experience Consultant
Maersk Line India Private Limited
09.2018 - Current
Process Expert
Maersk Global Service Centre
01.2017 - 09.2018
Trainee
Indian Oil Corporation Limited
02.2016 - 03.2016
MBA - Logistics Management & Marketing
Institute of International Business And Research
P.G.D.F.T - Foreign Trade
Institute of Business Management & Research
BBA - Marketing
Siliguri College of Commerce
Higher Secondary - Commerce
New St. Johns High School
Secondary Degree -
New St John's High School