E. BALAJI
Team Leader - Service Delivery
Chennai
Summary
Results-oriented and motivated Service Delivery Team Leader leading with a high-performing team. Dedicated to delivering exceptional customer service and ensuring smooth service delivery operations. Seeking a challenging position as a Service Delivery Team Leader to utilize my skills and expertise in driving team performance and achieving organizational goals.
Easily adaptable to new environment and ability to work as a team Versatile, result-oriented professional with excellent interpersonal skills. Strong analytical and organizational abilities Confident and persuasive team-player Excellent problem-solving and decision-making skills, with the ability to handle complex issues in a fast-paced environment. Dependable and reliable in supporting and enabling team effort to produce genuine long-term sustainable development. Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
Overview
14
14
years of professional experience
13
13
years of post-secondary education
3
3
Languages
Work History
Team Leader - Service Delivery
Hapag Lloyd Global Services
Chennai
09.2021 - Current
- Lead and manage a team of 25 service delivery professionals, including setting performance goals, conducting regular performance evaluations, and providing coaching and feedback
- Develop and implement strategies to enhance service delivery processes, improve efficiency, and ensure timely and accurate delivery of services
- Collaborate with cross-functional teams to support ensure alignment and achieve customer satisfaction targets
- Monitor and analyze service delivery metrics to identify areas for improvement and implement corrective actions
- Oversee the resolution of escalated customer issues, ensuring timely and satisfactory resolution
- Conduct regular team meetings and training sessions to promote knowledge sharing, skill development, and team cohesion
- Prepare and present regular reports on team performance, key metrics, and improvement initiatives to senior management
- Enhanced team performance by implementing efficient service delivery processes and procedures.
- Streamlined process by identifying areas for improvement in service delivery and implementing necessary changes.
- Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
- Managed resources efficiently to meet process requirements while minimizing costs and maximizing productivity.
- Collaborated with stakeholders to identify opportunities for process improvements, leading to increased efficiency in operations.
- Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
- Implemented training programs to enhance the skill set of the team members, improving overall service quality.
Senior Coordinator Customer Service
Hapag Lloyd Global Services
Chennai
07.2015 - 09.2021
- Handling Customer emails which is related to Delivery Order, Arrival Notice and Invoice for Destination charges and Inland Haulage arrangements
- Arranging appointment for customers to exchange the Delivery order
- Submitting manifest to customs for Import Cargo and for Transhipment Cargo as well
- Always providing the best level of service to customer with the aim of winning customer's delight
- Act as main point of customer contact
- Co-ordinate with customers in case of tariff expiry and any freight amendments
- Correction details updated as per customer requesting on the BL document
- Liaison with different departments within the company to facilitate shipments
- Distributing Arrival Notices / Invoices / Container Release order
- Customs Manifest check and update through external applications (Terminal software)
- Alert to Port Operations for Documentation completion
- Free Time information to Consignee & Notify Party for alert of Demurrage and Detention
- Issuing Detention and Demurrage invoice to the customer
- Issuing container Repair and Maintenance invoice for customer
- Taking up Client Calls and escalation calls
- Trained new buddies about the process and all other activities in team
- Assisted in Transition of new region process
- Single handedly learnt and educated team on additional tasks from client
- Responsible for supporting the creation and execution of Bill of Lading documents
- Responsible for deadline adherence on the shift and ensures no delays, 100% on time delivery
- Assist the Management Team to provide the Productivity report on shift basis
- Audit the documents created by the coordinators as and when advised by the team leaders
- Assist the Team Leader in creating and executing a plan of action to make improvements for all the negative feedback received
- Trained newcomers about the process and all other activities in team
- Monitoring the process Tasks to be completed within TAT
- Updating revenues as per the Shipping instructions, country and regional requirements
Financial Associate & Admin
Gabbana.Life
Chennai
05.2011 - 06.2015
- Company Overview: Private Limited Company
- Maintaining day-to-day expenses
- Purchase for production unit
- Coordinating with sales team
- Entering everyday transaction in Tally
- Tracking Payment with sales team and customers
- Interacting with customers and suppliers
- Filing Sales Tax online every month
- Recruiting and short-listing labors for production and sales
- Reporting Managing Director and Manager with everyday activities
- Private Limited Company
- Administered account transactions and responded to customer inquiries concerning financial products.
- Developed strong relationships with clients through consistent communication and exceptional customer service skills.
Education
Bachelor of Arts - Commerce
S.I.V.E.T College of Arts & Science
Chennai 04.2008 - 03.2011
Intermediate (10+2) -
Jaigopal Garodia National Hr Sec School
Chennai 04.2001 - 01.2008
High School -
Jaigopal Garodia National Hr Sec School
04.2001 - 01.2005
Skills
Leadership quality
Self-Confident
Motivated
Teamwork
Good Communication Skills
Self-motivation
Organizing Events
Coaching and mentoring
Stakeholder management
Adaptability and flexibility
Performance management
Process improvement
Accomplishments
- Supervised team of 25 staff members.
- Achieved FTE Reduction through effectively helping with creating macro & BOT.
Personal Information
- Father's Name: B. Ethirajalu
- Date of Birth: 02/03/91
- Nationality: Indian-Hindu
- Marital Status: Married
Disclaimer
I hereby declare that the above mentioned information is true to the best of my knowledge.
Timeline
Team Leader - Service Delivery
Hapag Lloyd Global Services
09.2021 - Current
Senior Coordinator Customer Service
Hapag Lloyd Global Services
07.2015 - 09.2021
Financial Associate & Admin
Gabbana.Life
05.2011 - 06.2015
Bachelor of Arts - Commerce
S.I.V.E.T College of Arts & Science
04.2008 - 03.2011
Intermediate (10+2) -
Jaigopal Garodia National Hr Sec School
04.2001 - 01.2008
High School -
Jaigopal Garodia National Hr Sec School
04.2001 - 01.2005
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