Henry Wilfred Dsouza

• Manage invoice disputes and escalation cases for logistics vendors, ensuring accurate billing
• Handle freight forwarding processes, collaborating with vendors and resolving discrepancies in BOL terms
• Lead a team of 10 members, ensuring top-quartile performance across key metrics.
• Communicate with finance teams, ensuring proper documentation and processing of dispute resolutions
• Lead audits of shipments and invoices, identifying errors and working on process improvements
• Conduct weekly root cause analysis (RCA) for client concerns, reducing escalations by 40%.
• Drive KPI achievement, maintaining an average SLA adherence of 95%+.
• Support customer inquiries and vendor negotiations, ensuring service quality and cost efficiency

KEY ACHIEVEMENTS
• Spearheaded a process improvement initiative, reducing audit discrepancies by 30%.
• Increased team adherence to SOPs from 85% to 98%, enhancing operational accuracy.
• Improved team efficiency through structured coaching, elevating bottom quartile performers to mid-quartile in 3 months.
• Successfully managed disputes, leading to the cancellation of incorrect invoices and cost savings.

• Provided technical support for CRM applications, assisting customers with troubleshooting and software-related queries
• Resolved customer concerns via phone and email, ensuring high service levels
• Assisted with installation and configuration of software for global users
• Managed ticketing systems, ensuring timely resolution of customer requests