BONDILI NISHA TAKUR
Secunderabad
Summary
Resourceful Assistant Manager known for high productivity and efficient task completion. Specialized skills include team leadership, operational management, and customer service excellence. Excel in communication, problem-solving, and time management, ensuring smooth operations and positive team dynamics.
Highly motivated and results-oriented professional with 18+ years of experience in international freight forwarding, specializing in customer service and air and ocean freight operations. Proven ability to manage all aspects of the shipping process, ensuring timely, cost-effective, and compliant deliveries while exceeding customer expectations. Skilled in negotiating rates, managing documentation, coordinating logistics, and resolving customer inquiries. Possess strong analytical, problem-solving, and communication skills, fostering a culture of exceptional customer service and satisfaction.
Overview
18
18
years of professional experience
Work History
Asst. Manager/Customer Service (AIR FREIGHT & OCEAN FREIGHT)
DSV AIR & SEA PVT. LTD.
Hyderabad
07.2023 - 07.2024
- Increased customer satisfaction by 10% through personalized communication, proactive issue resolution, and exceeding service expectations.
- Identified and implemented cost-saving measures, leading to a 5% reduction in average shipping costs for customers.
- Provided comprehensive customer service for both air and ocean freight shipments, managing inquiries, quotations, and bookings.
- Negotiated competitive freight rates with carriers, prioritizing cost-effectiveness for clients.
- Oversaw the entire freight lifecycle for import and export shipments, ensuring smooth customs clearance and timely delivery.
- Maintained accurate and compliant documentation for all shipments, adhering to international regulations.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Coordinated with other departments to ensure smooth flow of operations.
- Ensured compliance with safety regulations and company policies.
- Managed customer service inquiries and complaints in a timely manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Facilitated interdepartmental communication by attending meetings or providing updates.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Assistant Manager Customer Service (Air Freight)
LORDS Freight India Pvt Ltd.
Hyderabad
08.2021 - 03.2023
- Streamlined the quote preparation process by 20%, leading to faster response times and improved customer satisfaction
- Successfully resolved a complex logistics issue involving customs delays and multiple stakeholders, ensuring timely delivery and minimal disruption for the client
- Managed air freight export and import operations, including quote preparation, booking, documentation, and tracking
- Liaised with customs authorities to ensure smooth clearance and minimize delays for shipments
- Provided in-depth information and support to pharma customers regarding products, services, and regulations
- Resolved customer inquiries and issues in a timely and efficient manner, fostering positive relationships.
Customer Support Specialist
UPS SCS India Pvt. Ltd.
Hyderabad
04.2012 - 07.2021
- Customer Support Specialist (Air Freight Export & Imports, & Ocean Freight Export)
- Pricing and Procurement Giving the best pricing solution to get the business on board along with routing and flight options
- Negotiated with the carrier on ADHOC pricing as per the weight of the shipment and tonnage commitment
- Managed pharma customers and providing in-depth information related to the Products and Services
- Regularly monitoring and tracking of shipment details till it gets delivered and informing customers on the same
- Notified customers if any delay in clearance or any hold in customs (FDA or USDA release at Destination)
- Resolving queries and issues of the customers in a time-bound manner
- Processing DSR report before 11.00 AM regularly.
Customer Service Executive (Air Freight)
Online Tourism & Freight Pvt. Ltd.
Hyderabad
07.2011 - 03.2012
- Manage a team of 45 customer service associates and set the precedent for established customer service policy
- Communicate with customers who have escalated issues to determine the beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied
- Collaborate with colleagues to determine areas for improvement, review departmental performance and develop ideas for better service to customers
- Present quarterly reports to executive management detailing the performance and success of the team, budgetary concerns and implementation of new policies.
Documentation Executive
Seaways Shipping Limited
Hyderabad
11.2006 - 02.2011
- Maintained all company documents
- Filed documents and kept organized
- Completed file audits and requests for missing documentation
- Retrieved documents when needed by management
- Filed, stored, and organized all company documents
- Completed regular chart audits and filled out requests for any missing documents
- Maintained file room and stored files in file boxes
- Maintained all records and updated systems to reflect newly added files
- Established good, sound, and secure document tracking and management system.
Education
Bachelor of Commerce (B. Com) -
Osmania University
India03.2006
Skills
- Record Keeping
- Documentation
- Ocean Export Shipment
- Invoicing
- Reports Generation
- Standard Operations Procedures (SOP'S)
- Queries and Issues Resolution
- Shipment Booking and Tracking
- Freight Negotiation & Shipment Schedules
- Air Export/Import Operations Management
- Cost Reduction
- Operations Management
- Compliance understanding
- Customer rapport
- Business development understanding
- Customer Relationship Management (CRM)
- Cost Control
- Customer Relations
- Workload Management
Languages
Hindi
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
PERSONAL DETAILS
- AGE : 39 Yrs.
- GENDER : FEMALE
- HUSBAND NAME : D.VINOD KUMAR
- MARITAL STATUS : MARRIED
- PERMANENT ADDRESS : H.NO.20-23,FLAT NO.201,STREET NO.3,NEELAM RESIDENCY, GAUTAM NAGAR, BESIDE APOLLO PHARMACY LANE, MALKAJGIRI, SECUNDERABAD, HYDERABAD, TELANGANA - 500047, INDIA.
Timeline
Asst. Manager/Customer Service (AIR FREIGHT & OCEAN FREIGHT)
DSV AIR & SEA PVT. LTD.
07.2023 - 07.2024
Assistant Manager Customer Service (Air Freight)
LORDS Freight India Pvt Ltd.
08.2021 - 03.2023
Customer Support Specialist
UPS SCS India Pvt. Ltd.
04.2012 - 07.2021
Customer Service Executive (Air Freight)
Online Tourism & Freight Pvt. Ltd.
07.2011 - 03.2012
Documentation Executive
Seaways Shipping Limited
11.2006 - 02.2011
Bachelor of Commerce (B. Com) -
Osmania University
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