Rashmee Joshi
Mumbai
Summary
Results-oriented Senior Customer Service Manager with over 10 years of experience in the shipping industry, specializing in trade management analytics and operational efficiency.
Strong analytical skills, adept at creating and monitoring performance metrics, and fostering collaboration across teams to support strategic initiatives.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Customer Service Manager
Hapag Lloyd AG, USA
03.2023 - Current
- Enhanced customer satisfaction ratings (NPS) by resolving technical, on-site and accounting disputes efficiently through data analytics and stakeholder engagement.
- Updated account information in each customer's record to keep data accurate. (Salesforce CRM)
- Employed comprehensive benchmarks to establish and monitor customer service standards. (Setting up SOP's)
- Cross functional collaboration, by building strong relationships with field operations team to support business development opportunities and improve service.
- Training and mentoring of new and existing team members for performance evaluation and improvement.
- Hiring of new TM's and developing incentive + salary structure for the team.
- Led the team to resolve on cumulative - calls, disputes and cases to the tune of 25000+ !
Team Leader - Service Delivery
Hapag Lloyd AG, India
11.2018 - 02.2023
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations. (MIS to MD and Regional Directors)
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.(NPS Champion)
- OPEX and Kaizen practitioner while auditing service quality standards for India - Quality Service Centre.
- Helped mould office culture by organising and budgeting for - office events and parties for 250+ people.
Team Leader
AP Moller Maersk
04.2011 - 01.2018
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Six Sigma Green Belt practitioner for quality standards across Maersk GSC.
Senior Process Expert
AP Moller Maersk
11.2003 - 03.2011
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Developed strong communication and organizational skills through working on group projects.
- Skilled at working independently and collaboratively in a team environment.
Education
Bachelor of Commerce - General Accounting And Financial Practices.
Mumbai University
04.2001 - 06.1998
Skills
Team Leadership and Development
Quality Control Analysis
CRM Software
Process Improvement
Budget Management
Performance Evaluations
Data Analysis
Data Visualization and Presentations
Certification
Six Sigma Green belt
Timeline
Senior Customer Service Manager
Hapag Lloyd AG, USA
03.2023 - Current
Team Leader - Service Delivery
Hapag Lloyd AG, India
11.2018 - 02.2023
Team Leader
AP Moller Maersk
04.2011 - 01.2018
Senior Process Expert
AP Moller Maersk
11.2003 - 03.2011
Bachelor of Commerce - General Accounting And Financial Practices.
Mumbai University
04.2001 - 06.1998
Six Sigma Green belt
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