Anu Ashok
Client Experience Manager
Bangalore
Summary
Insightful Manager in Logistics and Transportation field with overall 9 years’ experience directing team through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Smoothly equip employees to independently handle daily functions and meet customer needs. Currently working for strategic accounts to grow the business and also retain them by providing the best services
Overview
11
11
years of professional experience
2
2
Certifications
5
5
Languages
Work History
Client Experience Manager
Delhivery India Pvt Ltd
11.2016 - Current
- Monitoring and driving key performance metrics. Initiating and leading the design and development of tailored solutions that supports client requirements
- Resolving clients daily operational issues within the given SLAs, analyzing key lanes performance of first, mid and last mile operation. Monitoring speed, volume & root cause of fluctuation for any of the metrics of meesho which is the major account with average daily volume of 6-7 lakh per day
- Designing SOP, mapping and freezing requirements and providing best solutions to the business, sharing inputs over network expansion considering competitor presence & their strategy
- Relationship management for small and medium B2C/B2B E-Commerce companies of South India for transportation and Logistics requirements
- Coordinating various internal teams to resolve client issues and offer customized logistical solutions
- · Performance review with clients basis different key metrics and action plan for improvement further as per the target and BIC numbers provided
- · Optimize performance, develop team of 8 associates to handle multiple stakeholders. Recommending improvements to maintain performance and plans to reduce costs
- Up-sell/Cross-sell basis the opportunities from the existing accounts
- Relationship management for small and medium B2C/B2B E-Commerce companies of South India for transportation and Logistics requirements
NETWORK CONTROL GROUP AGENT
DHL EXPRESS INDIA PVT LTD
11.2012 - 06.2015
- Live monitoring of Inbound and Outbound of shipments.
- Quality Control management.
- Billing of Duty Charges as per the customs regulations.
- Dispatch and overall Monitoring of shipments.
- Maintaining revenue and loss report of the gateway.
- Tallying on the income and the expenses and sending reports to the customs as well as the head office.
- Maintain and submit all financial records as required by customer as well as senior management.
- Report fund flow to senior management
Education
MBA - International Business
DR.GRD College Of Science,Bharathiyar University
Coimbatore,Tamil Nadu 04.2001 -
Bachelor of Arts - Commerce
Govt Arts And Science College,Calicut University
Kerala India 04.2001 -
Skills
Data-driven decision-making
Strong leadership
Sales Support
Client Retention Strategies
Client Experience/Account Management
Problem Solving
Communication
Data Analysis
Quality Assurance
Report Preparation
Training and mentoring
Retension
Certification
Management Events Coordination Seminar, Dr. GRD College of Science, Coimbatore
Timeline
Client Experience Manager
Delhivery India Pvt Ltd
11.2016 - Current
NETWORK CONTROL GROUP AGENT
DHL EXPRESS INDIA PVT LTD
11.2012 - 06.2015
MBA - International Business
DR.GRD College Of Science,Bharathiyar University
04.2001 -
Bachelor of Arts - Commerce
Govt Arts And Science College,Calicut University
04.2001 -