Hemalatha R

• Vessel management and utilization.
• Operational cost recovery and customer waiver decision authority.
• Presenting monthly review to ATL on regional performance.
• Streamlined workflow processes for improved team efficiency and increased productivity.
• Developed and implemented customer-specific SOP and process alignment.
• Expertly managed escalated issues through effective communication strategies, leading to swift resolutions.
• Conducted regular performance reviews of team members, identifying opportunities for growth and development.
• Collaborated with cross-functional teams to implement new strategies and improve customer experience.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues, and implementing effective solutions.

• Achieved successful client outcomes by identifying and addressing their unique needs and goals.
• Stay informed on industry developments and market trends to gain a competitive advantage.
• Prepared and presented reports on the status of projects and initiatives.

• Vessel management and service focal.
• Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
• Answered multi-line phones and used active listening skills to assess clients' issues and challenges.
• Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
• Handling customer queries, export booking handling, tracking container status, handling re-export shipments, exceptions handling, vessel reconciliation, outstanding follow-ups, handling invoice and documentation issues.
• Implemented cost-saving initiatives, resulting in a significant reduction in operational expenses.
• Increased client satisfaction by streamlining business processes and implementing innovative solutions.

Maersk Line

• Handling customer queries, export booking handling, tracking container status, handling re-export shipments, exceptions handling, vessel reconciliation, outstanding follow-ups, handling invoice and documentation issues.
• Implemented cost-saving initiatives, resulting in a significant reduction in operational expenses.
• Increased client satisfaction by streamlining business processes and implementing innovative solutions.

• Customer and agent invoicing, handling rate issues, cross-checking rates and weight charged by agents and vendors, handling queries, coordinating with agents, handling customer queries, tracking and updating shipment/flight status.