Bhavani Sampath
chennai
Summary
Dynamic Program Manager with a proven track record at Expeditors International, excelling in operational excellence and KPI development. Skilled in data analysis and team leadership, I drive revenue growth and enhance customer service through strategic process improvements, ensuring high performance and satisfaction across all operations.
Overview
14
14
years of professional experience
Work History
Program Manager
Expeditors International Pvt Ltd
Chennai
05.2021 - Current
- Manages, oversees, and carries out supervisory functions to efficiently manage the end-to-end Transon operations for the Chennai Branch.
- Exclusively trained to handle white Glove activities
- Manages seven direct reports from the branch, implants at the customer place, handles all daily client operations, and serves as the escalation contact for all operational issues.
- Sets, communicates, and drives KPIs to make sure they are met, constantly improves operational performance by reviewing the OpEx metrics of branch operations on a regular basis, and achieves customer excellence.
- Process leader for the department and responsible for all the operational KPIs.
- Responsible for profit maximization by preventing additional costs and expenses brought on by internal service failures.
- Obtain management's consent for budget overruns with good justification.
- Collaborated with internal customers (Customer Service, Operations, Product, and Regional Service Centers) to facilitate customer service, and improve process flows.
- Handled claims in accordance with guidelines. Proactively identified and swiftly resolved issues in conjunction with management.
- Engaged with sales to expand the business by participating in sales meetings, providing leads, and recognizing new prospects, and customer calls.
- Excellent carrier relationships and talks with significant airlines and transporters were maintained for rates and space procurement.
- Set the standard for outstanding customer service, and ensure that all internal and external parties' expectations are met according to the instructions outlined in set SWIs (Standard Work Instructions).
- Responsible for proper scrutiny and recording of the queries, feedback received from customers.
- MBR and QBR with the major customers and with the internal team to ensure customer retention.
Team Coach - Customer Service
DHL Express India Pvt Ltd
chennai
04.2013 - 02.2016
- Coached agents through development and feedback, driving high performance and productivity.
- Analyzed individual agent performance, identifying improvement opportunities to enhance results.
- Delivered detailed statistical feedback to management for informed staff evaluations.
- Managed escalated calls, effectively resolving customer concerns and complaints.
- Addressed customer inquiries and complaints, ensuring prompt resolution.
- Provided shipment information as needed, facilitating customer understanding of processes. Scheduled pickups, quoted rates, managed transit times, and resolved customer issues.
- Meet performance targets in all areas, such as speed, accuracy, volume, customer satisfaction, and issue resolution.
- Up-sell company products and services to customers, and meet target sale conversions.
Customer Service - Tele-calling & Email Support
Chola MS General Insurance
Chennai
10.2011 - 03.2013
- Managed service, product, and billing inquiries while resolving customer complaints efficiently.
- Responded to an average of 150 emails daily, maintaining high customer satisfaction levels.
- Scheduled and followed up on service calls to ensure timely resolution.
- Provided comprehensive information on services and products to a diverse customer base.
- Followed up on unresolved complaints within 48-hour turnaround time.
- Generated daily Management Information System reports to track performance metrics.
- Produced monthly reports for management review, highlighting key trends and insights.
- Interacted with customers telephonically to address inquiries and enhance service quality.
Education
Post Graduate Program in Artificial Intelligence & Machine Learning - Artificial Intelligence
Great Lakes And The University of Texas At Austin,
Chennai05-2021
B Tech - Information Technology
Jaya Engineering College
Chennai04-2011
MBA - Logistics And Supply Chain Management
National Institute of Business Management (NIBM) G
ChennaiSkills
- Data analysis
- Operational excellence
- Project management
- KPI development
- Customer service
- Budget management
- Process improvement
- Team leadership
- Policy and procedure improvements
- Quality control
- Training and development
- Revenue growth
Accomplishments
- Received the 'Best customer service' in two consecutive years: 2022 and 2023
- Was awarded the prestigious 'Best Appearance' award as one of the cultural elements in Expeditors
- Received the 'DHL Best Agent' award: 2015
- Received a 'Star of Excellence' certificate for special appreciation from the customer
Languages
Telugu
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Program Manager
Expeditors International Pvt Ltd
05.2021 - Current
Team Coach - Customer Service
DHL Express India Pvt Ltd
04.2013 - 02.2016
Customer Service - Tele-calling & Email Support
Chola MS General Insurance
10.2011 - 03.2013
Post Graduate Program in Artificial Intelligence & Machine Learning - Artificial Intelligence
Great Lakes And The University of Texas At Austin,
B Tech - Information Technology
Jaya Engineering College
MBA - Logistics And Supply Chain Management
National Institute of Business Management (NIBM) G
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