Gymnastics, Travelling
Imran Ebrahim Shama
Customer Service Associate
Mumbai
Summary
With over 7 years of expertise in customer service, import operations, and adept handling of customer escalations. Renowned for meticulous organization skills in maintaining comprehensive customer interaction logs, ensuring accuracy and efficiency in customer service operations. Dedication to delivering optimal customer experiences through email and phone interactions, ensuring satisfaction and fostering loyalty.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Service Coordinator
Hapag Llyod
02.2024 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Streamlined communication channels for increased efficiency and better customer service experience.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
Sr. Officer in Customer Service Import Documentation
CMA CGM GBS
06.2017 - Current
- Updating Cargo Location
- Prepared Loc of goods Macro so that it gets easy for the team update LOG and get refile in LARA
- Sending Invoices to customer's like Wal-Mart, Gap, Canon etc
- Updating System once Vessel Arrives to the Port
- Sending Cargo Manifest to Customs
- Cross Payment Check
- Pulling the Vessel schedule in order to plan the execution of volumes for the week
- Highlight new updates with team which are received from Agencies and Customers
- Correctly avoiding any heavy fines
- Completing call closure once all above activities are in order
- Preparing and publishing daily, weekly & monthly productivity report
- Be a part of team huddles where we share important updates shared by the agency and plan the work for the day accordingly
- Worked on software and application like LARA(LINE and REAL- TIME APPLICATIONS), MACS3, CIRA, C- Report, Share Point, Automation Tool
- Handled team work as a focal by solving users queries, work allocation and providing process related support to team
- Controlling Escalations and preparing chronology
- Attending Weekly/Monthly Calls with Agency (whenever required) sharing updated within Team
- Preparing Daily /Weekly/Monthly Volume reports
- Preparing Weekly RFI Reports
- Updating Users Attendance
- Handling generic Mailbox
- Providing additional support when needed to supervisor/Manager
- Given training to all new members joined after me till date
- Implementing Refresher Training for reduction of Errors
- Worked on various Audit Reports, Declaration of Cargo for agency, Missing Contact Report, Non - Invoice Report, ICC Report
- Worked on Automation Tool for DATA CLEANING and NOA
Education
Bachelor In Accounting & Finance - undefined
Mumbai University
Mumbai 06.2016 - 5 2017
HSC - undefined
Maharashtra State Board
MumbaiSSC - undefined
Maharashtra State Board
MumbaiAwards
- Nominated and awarded for 'PROPELLER AWARD' Quarter Deck
- Nominated and awarded for 'TRIUMPH AWARD'
Disclaimer
I hereby declare that the details and information given above are complete and true to the best of my knowledge.
Personal Information
- Date of Birth: 08/23/96
- Nationality: Indian
- Marital Status: Married
Interests
Timeline
Customer Service Coordinator
Hapag Llyod
02.2024 - Current
Sr. Officer in Customer Service Import Documentation
CMA CGM GBS
06.2017 - Current
Bachelor In Accounting & Finance - undefined
Mumbai University
06.2016 - 5 2017
HSC - undefined
Maharashtra State Board
SSC - undefined
Maharashtra State Board
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