Hitesh Gurav
Customer Service Representative
Mumbai
Summary
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.
Overview
7
7
years of professional experience
18
18
years of post-secondary education
3
3
Languages
Work History
Customer Service Representative
DP WORLD
Mumbai
06.2022 - Current
- Coordinate with Liner on Shippers booking and action according to Shippers requirement.
- Managing LCL, FOB, FCA , CFS, Break- Bulk etc end -to end cargoes.
- Verifying Shipping Bill, VGM and Shipping Instruction for bookings.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Experience Partner
Maersk Global Service PVT LTD
Navi Mumbai
08.2017 - 06.2022
- Managing Cross- Trade Bookings for UNICEF under AID and Relief segments.
- Operating on Customs, Container Tracking ,BL's and Booking amendments.
- Used coordination and planning skills to achieve results according to improve Customer Experience and Resolution.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement in Invoice Quality.
- Exceeded goals through effective task prioritization and great work ethic.
- Identified issues, for disputed invoice and provided solution to problems.
Associate
State Street Syntel Service PVT LTD
Mumbai
10.2015 - 08.2017
- Compiled and coordinated financial data for analysis and reconciliation.
- Managing CASH activities for portfolio manager.
- Operating Forex, Payment, Receipt and 3rd Party Payment as per SWIFT instruction.
- Verifying financial discrepancy and reconcile the transaction.
- Responsible for Wire Transfer for Financial and Non- Financial Institute.
Education
MBA - Finance And Operations
Allana Institute of Management Studies
Mumbai 06.2013 - 04.2015
Bachelor of Commerce - Banking And Financial Support Services
Gurukul College of Commerce
Mumbai 03.2006 - 04.2011
Secondary Schooling - English And Math
Hindi High School
Mumbai 06.1994 - 03.2005
Skills
Complaint resolution
Ownership and Multi- Tasking
Service standard compliance
Creative problem solving
Project
AGILE PROJECT
Generating Inland Business from Damco Year 2020-21 (Maersk Line)
- Creating Inland business from Anekal, Karnataka.
- Worked closely with customer on there requirement and forecast last year business from Anekal.
- Involving Maersk India desk to arrange Store door routing from Anekal to Port of loading.
- Gained Business of 60,000 INR Per Container.
Kuehne Nagle Cross trade equipment shortage solution -Year 2019-20 (SAFMARINE)
- Lead Project for UNICEF - AID Segment North Europe Countries (Netherlands, Belgium and Germany)
- Forecast last 1year business from North Europe Countries which moved 10000 - 15000 containers.
- Arranged call with respective country equipment desk and agreed on allocation of 4 unit per booking container.
- Result to decrease in booking cancellations and improved customer satisfaction.
- Also generated Revenue of 3841.51 USD for Germany Inland business (Including Trucking and Customs).
Accomplishments
- Extra Mile Award – 2020-21 (For upselling and part of customer squad)
- Extra Mile Award – 2019-20 (NEU Equipment shortage resolution and Upselling)
Timeline
Customer Service Representative
DP WORLD
06.2022 - Current
Customer Experience Partner
Maersk Global Service PVT LTD
08.2017 - 06.2022
Associate
State Street Syntel Service PVT LTD
10.2015 - 08.2017
MBA - Finance And Operations
Allana Institute of Management Studies
06.2013 - 04.2015
Bachelor of Commerce - Banking And Financial Support Services
Gurukul College of Commerce
03.2006 - 04.2011
Secondary Schooling - English And Math
Hindi High School
06.1994 - 03.2005