Duleswar Pradhan
Mumbai,Maharashtra
Summary
I am seeking a role in supply chain, transportation, or procurement where I can leverage my extensive experience and skills. With over 9 years of experience in logistics, BPO, and telecommunications within the service sector, I am skilled in process improvement, data analysis, problem solving, MIS, and report management, as well as vendor management.
Overview
11
11
years of professional experience
Work History
Senior Executive (Operation Excellence)
Mahindra Logistics Limited
2022.06 - Current
- Track shipments to ensure timely delivery
- Provide on-call support and guidance to drivers and regional hubs during crises or delays
- Monitor delivery performance to ensure punctuality and high customer satisfaction
- Handle customer queries and escalations, following up to ensure resolution
- Prepare and share MIS reports and various performance reports with internal and external teams
- Identify performance gaps and recommend areas for improvement
- Perform data cleansing, validation, and correction to maintain accurate and complete master data.
Executive (Operation Excellence)
Mahindra Logistics Limited
2020.09 - 2022.06
- Track shipments to ensure timely delivery
- Provide on-call support and guidance to drivers and regional hubs during crises or delays
- Monitor delivery performance to ensure punctuality and high customer satisfaction
- Handle customer queries and escalations, following up to ensure resolution
- Prepare and share MIS reports and various performance reports with internal and external teams
- Identify performance gaps and recommend areas for improvement
- Perform data cleansing, validation, and correction to maintain accurate and complete master data.
Relationship Officer
Vodafone India Ltd
2017.04 - 2020.08
- Ensure high levels of customer satisfaction through effective communication via email and phone
- Manage and resolve customer escalations promptly, following up until issues are fully addressed
- Maintain strong relationships between customers/clients and the company
- Resolve all customer inquiries and complaints satisfactorily and within agreed timeframes
- Promote and implement continuous improvement in customer service standards, particularly in call handling and order processing
- Work with the team to achieve quality standards and consistently deliver high performance in products and services
- Contribute to team projects and ensure timely completion.
Customer Service Executive
Intelenet Global Services Ltd
2014.01 - 2017.02
- Handle a high volume of incoming calls efficiently
- Address customer inquiries and complaints, providing resolutions directly when possible, and escalating to the appropriate department if necessary
- Collaborate with the team to ensure quality standards are met and maintain consistent performance
- Identify and assess customer needs to ensure satisfaction.
Education
Bachelor of Arts - Economics
Sambalpur University
Odisha04.2010
Skills
- Proactive and Initiative-driven: strong ability to take initiative and drive projects forward.
- Willingness to learn: Committed to continuous learning and personal development.
- Detail-Oriented: Maintains a keen eye for accuracy and thoroughness in all tasks.
- Collaborative Team Player: Works effectively within teams, contributing to collective goals and fostering a cooperative environment.
- Strong Problem-Solver: Skilled in identifying issues and developing effective solutions.
- Excellent Time Management: Efficiently prioritizes and manages tasks to meet deadlines and optimize productivity.
- Performance Improvement
- Report Preparation
- Mail handling
Additional certification and skills
- Post-Graduation Diploma in Computer Applications (PGDCA)
- Certified in Six Sigma Yellow Belt and Green Belt
- Perusing - Advance Supply chain Management (SCM)
- Proficient in MS Word, Excel, PowerPoint, and Outlook
- Skilled in Advanced Excel, Excel VBA, and Macros.
Timeline
Senior Executive (Operation Excellence)
Mahindra Logistics Limited
2022.06 - Current
Executive (Operation Excellence)
Mahindra Logistics Limited
2020.09 - 2022.06
Relationship Officer
Vodafone India Ltd
2017.04 - 2020.08
Customer Service Executive
Intelenet Global Services Ltd
2014.01 - 2017.02
Bachelor of Arts - Economics
Sambalpur University
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