Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ghanshyam Birje

Mumbai

Summary

Exp: 9 Year | B.Com at Sanskardam College in 2004 Objective To work in a challenging atmosphere in the field of job which provides ample opportunities for learning and growth Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Diligent [Job Title] with experience managing phone, online and consultative communications with customers. Proactively identified [Type] opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly. Logical [Job Title] bringing [Number] years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Personable [Job Title] offering [Number] years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Accomplished operations management professional bringing over [Number] years of experience and advanced abilities in team building and workflow improvements. Innovative and analytical with excellent project management skills. Coordinate documentation, inventory and schedules to boost team productivity. Diplomatic and respectful team player with in-depth understanding of report preparation, spreadsheet use and invoicing. Expert in [Software] and [Software]. Outgoing [Job Title] with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance. Adaptable Office Administrator with [Number] years of background in [Skill], [Skill] and [Area of expertise]. Willing to take on new tasks with enthusiasm and considered valuable and gifted team player. Organized and efficient [Job Title] supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.

Overview

11
11
years of professional experience

Work History

EXECUTIVE CUSTOMER SERVICE

Capricorn Logistics Pvt.Ltd
Mumbai
  • Sending the quotation to the Nominated agent shipper as per the terms of shipment
  • Taking the shipment approval from Overseas Agent& submit On-line booking through Inttra & on shipping lines own websites & sending to the shipper or their CHA for pick up the units
  • Updating vessel schedules to Client/Overseas Agent
  • Planning the shipments & updating the shipment status to the client
  • Sending load list, vent declaration, invoice value & other details to shipping line
  • Preparation of House / Master Bill of Ladings & other certificates according to the documents provided i.e
  • From the pre-shipment documents / as per the terms & clauses of Letter of Credit / as per their specifications
  • On-line bl preparation i.e
  • Through different online & offline packages provided by Shipping Companies & submitting bl instructions on their websites or through e-mail, etc
  • Responsibilities:
  • Job responsibilities mainly includes handling of Customers queries, tracking of their respective cargoes, necessary follow-ups with Shipping Cos
  • Over phone as well as e-mails, co-ordination with Operations wing / Shippers /Shipping Cos
  • And providing them accurate & necessary information & handling correspondences relating to the above
  • In conclusion, promptly providing efficient customer service for the total satisfaction of the customers related to the status of their cargo, vessel loading status & status of Bill of Lading & other queries
  • To coordinating with all departments & assist them for achieving our targets
  • Maintaining records & keep continuous track for Client & Shipping Co’s websites and their e-mail addresses
  • Correspondence with Clients,Shipping Co’s & Branch offices
  • Customer service Support for Ocean Export, mainly handling nomination shipments to various destinations
  • Sending job reports / DSR to HOD and overseas agent on daily / weekly basis
  • Updating cargo status, stuffing report, On board confirmation, etc
  • To agent / shipper /CHA
  • Tracking of consignment till reaches to destination.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Asked open-ended questions and researched issues in system to resolve various customer billing errors.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Corresponded with delinquent customers to collect payments and make billing arrangements.
  • Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
  • Responded to customer requests for products, services and company information.
  • Recorded account information to open new customer accounts.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Team Leader

HDB FINANCIAL SERVICES LTD
Mumbai
  • Preparation & distribution of allocation callerwise for data received from HDFC bank
  • Monitoring the cases of each caller on timely basis
  • Helping callers to resolve dispute cases
  • Prepartion of MIS report of each caller to keep them updated on their day to day performamnce
  • Taking briefing on timely basis to motivate the callers for better performance
  • Taking care of updation payment of payments by coordination with bankers, agencies and customers.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
  • Worked with colleagues to create prototypes for designs and training materials.
  • Cross-trained and provided backup support for organizational leadership.
  • Assisted with new hire processing and existing training programs.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Implemented new working processes to deliver multiple improvements.
  • Coordinated weekly meetings for internal and external groups.
  • Participated in cross-functional team-building activities.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Led team of [Number] members while providing exceptional customer service.
  • Facilitated training for associates through daily coaching and regular performance appraisals.
  • Supported office business development and customer service.

EXECUTIVE

Capricorn Logistics Pvt.Ltd
Mumbai
11.2011 - Current
  • Maintain Contact Lists
  • Submit and reconcile expense report
  • Looking after the all lease agreements like Guesthouse, Warehouse, and Office in pan India basis
  • Making the payments of all rents on or before due dates
  • Keep follow up with concern regarding the agreements & make the revise agreements on time
  • Maintaining all vehicle records, taking appointment from each service center for service & Maintenance purpose & arranging the same
  • To be maintain all Vendor records like AC, Water Suppliers, Pest Control, Telephone Services, & Attendance machine, along with AMC
  • Liaisoning with GOVT Offices- Shops & Establishment, , BMC Office for obtaining the necessary compliances as per the policy and follow up with the govt agencies
  • Collect the all credit card bills and make the summary accordingly make the process for payment
  • Timely submitting the report to management regarding the credit card statement
  • Housekeeping & office Management – Cleaning & maintenance of office aesthetics through office boys, provide company SIM card, arrangement of stationary
  • MIS Preparation - Preparing and updation of MIS report in respect of stationery and other logistic material and circulating it to all the concerned on regular basis
  • Ensure operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques
  • Maintain supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies
  • Book conference calls, rooms, taxis, couriers, hotels etc.
  • Conducted regular meetings with team to discuss issues, concerns and updates.
  • Prepared annual data to determine metrics for operational performance.
  • Prepared and drafted new policies to benefit company in meeting objectives.
  • Assessed and analyzed departmental budgets to find ways to minimize expenses and optimize profits.
  • Collaborated with back-office team members to facilitate seamless business execution.
  • Identified trends and assessed opportunities to improve processes and execution.

Education

Bachelor of Commerce -

Mumbai University

HSC - undefined

Explanade Junior college of Commerce & Scince

Diploma - Import & Export

Welingker Institute of Management

Skills

  • Motivated, personable business professional with 9 years of track record of being with Logistics & Banking based organizations
  • Demonstrated history of producing accurate, timely reports meeting stringent work related guidelines Excellent team-building skills
  • Skills Summary
  • Report Preparation
  • Written Correspondence
  • Computer Savvy
  • Scheduling
  • Vendor Management
  • MIS
  • COMPUTER LITRECY :
  • Outlook, Internet ,Ms Word, Excel, PowerPoint & Internet
  • Inbound Customer Calls
  • Issue and Complaint Resolution
  • Corporate Standards
  • Interpretation and Translation Services
  • Building Customer Trust and Loyalty
  • Customer Account Management
  • Price Verifications
  • POS Systems and Ordering Platforms
  • Data Entry and Maintenance
  • Information Updates
  • Courteous with Strong Service Mindset
  • Call Documentation
  • Understanding Customer Needs
  • Needs Assessment
  • Team Management
  • Efficient and Detail-Oriented
  • Online Chat
  • Customer Data Confidentiality
  • Providing Feedback
  • Customer Retention Strategies
  • Report Preparation and Analysis
  • Upbeat and Positive Personality
  • Upselling Products and Services
  • Calm and Professional Under Pressure
  • Issue Escalation
  • Payment Management
  • Accurate Recordkeeping
  • Order and Refund Processing
  • Office Management
  • PCI (Payment Card Industry)
  • Productivity Management
  • Staff Support
  • Consulting Supervisors
  • Corrective Actions
  • Business Opportunities Support
  • Special Assignments
  • Inquiry Requests
  • Electronic Information Systems
  • Document Conversion
  • Customer Implementation Support
  • Revenue Growth
  • Promotional Campaigns
  • Accounts Payable and Accounts Receivable
  • Answering Customer Questions
  • Visual Displays
  • Privacy Initiatives
  • Performance Feedback
  • Call Control
  • POS Inventory System Operation
  • Technical Support Escalations
  • Correcting Discrepancies
  • Payroll Administration
  • HIPAA Guidelines
  • Program Leadership
  • Microsoft Exchange
  • Report Creation
  • Contact Management Systems
  • Special Requests
  • Clerical Support
  • Employee Motivation
  • Revenue Generation
  • Call Transfers
  • Customer Service and Assistance
  • Operational Efficiency
  • Merchandise Arrangements
  • Information Inputting
  • Billing Adjustments and Refunds
  • Policy and Procedure Adherence
  • Document and Records Management
  • Meeting Coordination and Support
  • Mobility Devices
  • Information Security
  • Leadership and Change Management
  • Establishing and Maintaining Customer Relationships
  • Computer Proficiency
  • Punch Lists
  • Excellent Attention to Detail
  • Dispatching Workers
  • Diligent Follow Through

Timeline

EXECUTIVE

Capricorn Logistics Pvt.Ltd
11.2011 - Current

EXECUTIVE CUSTOMER SERVICE

Capricorn Logistics Pvt.Ltd

Team Leader

HDB FINANCIAL SERVICES LTD

Bachelor of Commerce -

Mumbai University

HSC - undefined

Explanade Junior college of Commerce & Scince

Diploma - Import & Export

Welingker Institute of Management
Ghanshyam Birje