James Chetty
Mumbai
Summary
Highly motivated, results driven professional with exceptional people-management and leadership capabilities to thrive in a fast-paced, results-oriented business environment. Hold 20+ Years of rich experience in Customer Service-related process – Cargo Shipping, Offshore Transition, Vessel Schedules, Terminal Departure Report Reconciliation, Team Management, Customer Service & Domestic Transition sustaining client / management relationship.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
4
4
Languages
Work History
Associate Manager – Customer Service
CMA-CGM Shared Service Centre Pvt Ltd
10.2013 - 5 2023
- I have handled the New Zealand Export Docs & Split Delivery Process – Export Documentation (Asia Cluster) – Training team members on the country activity and monitoring their daily, weekly, and monthly productivity, currently there are 24 team members
- I have handled the Italy and Turkey Export Documentation process with 28 team members, from Feb 2017 to Sept 2019
- I Was part of Malaysia & Singapore Customer Service Process from Feb 2015 to Jan 2017 to and Terminal Dispatch Report creation process (Ops related process)
- The team strength is 32 team members
- I Was part of New Zealand Customer Service process, handling a team of 29 team members from Oct 2013 to Jan 2015
- Escalation mails are addressed with the prevention and corrective action plans
- Maintain Productivity report and managing roster for all team members.
Deputy Manager
FedEx Process in WNS Global Services Pvt Ltd
03.2003 - 05.2013
- Handled the Reconciliation process (BLs and Invoice Adjustment process)
- Managing team strength of 45 FTE’s based in Mumbai
- Handle 3 FTE work on Credit & Collection by having and have an overview on the daily activity
- Responsible for conducting day to day hurdles & monthly meetings for tracking staff related issues and conduct appraisal twice in a year ensuring employee satisfaction / retention
- Develop robust training plans; maintain internal / external reports and managing attrition rate of the team for completion of assigned tasks within stipulated time frame
- Ensure efficiency in the functional process of the organization by developing appropriate set policies and procedures
- Cross Training of FTE’s in different threads and country for smooth running of the process
- Account Opening of new customers, and dealing with GSP (Global Service Participant) on dispute queries
- Preparing day to day reports for clients with data accuracy
- Identifying and actioning FedEx Airway Bills which are not auto released.
Support Executive
Overdrive Marketing (A franchisee of GE Countrywide)
06.2002 - 09.2003
- Currently handling the Split Delivery Process – Export Documentation (Asia Cluster) with around 13 team members
- Managed managing Malaysia and Singapore Export Documentation as well as Terminal Departure Report of Australia and New Zealand in my previous stint
- Managing Daily, Weekly and Monthly report, roistering of team members to cover the TAT, Accuracy and leaves both planned and unplanned leaves
- Administering the process of formulating Detail Procedure Manuals & Process Flow charts
- Delivering SLA in terms of Productivity, TAT & Quality
- Managing performance & conflict management
- Have Weekly & Monthly Conference Calls with Front Office to know the progress of the team
- Cross Training of FTE’s in different threads and country for smooth running of the process.
Education
Bachelor of Commerce -
Mumbai University
04.1999 - 05.2000
Diploma in Commercial Computer Application - undefined
St Angelo’s Computer Institute
Train the Trainer course in CMA-CGM - undefined
CMA CGM Mumbai
01.2014 - undefined
WNS Certified Trainer course - undefined
WNS
01.2006 - undefined
Skills
Team Building & Training
undefinedAccomplishments
- Executed a Lean project thereby reducing the manual activity of FTE and solving clients request without any delay
- Received continuously 4 R & R Quarterly Award as “Shooting Star & Star Fire” in WNS, from 2nd to 4th Quarter of 2010 – 11 and first quarter of 2011-12.
- Received 2 Live-wire awards in 2006 and 2009.
- Have been certified with ‘Project Star’ – A leadership development program
- Was awarded with the Mustang award for handling a new process from offshore and was on 100% accuracy in the first three month of inception (Quarter 4 – 2014)
- Was awarded with the Mustang award for effective handling of Malaysia and Singapore Export Documentation process with 100% TAT and accuracy in Quarter 3 – 2016
- Internal Auditor for QMS and BCMS
- Have been an active participant in the Keen Learners program in 2020
- Handled Billing Process – releasing of Airway BL which are not auto-released due to errors or incomplete BL’s (Both Freight and Duty Tax)
- Received award for leading the Garuda Project for the Asia Cluster team on Automation process - 2021
- Project Star – Leadership development Program for 6 months in the year 2008
- Actively participated on the Learning and Development program for 2020
Projects
Project Name
Timeline
Train the Trainer course in CMA-CGM - undefined
CMA CGM Mumbai
01.2014 - undefined
Associate Manager – Customer Service
CMA-CGM Shared Service Centre Pvt Ltd
10.2013 - 5 2023
WNS Certified Trainer course - undefined
WNS
01.2006 - undefined
Deputy Manager
FedEx Process in WNS Global Services Pvt Ltd
03.2003 - 05.2013
Support Executive
Overdrive Marketing (A franchisee of GE Countrywide)
06.2002 - 09.2003
Bachelor of Commerce -
Mumbai University
04.1999 - 05.2000
Diploma in Commercial Computer Application - undefined
St Angelo’s Computer Institute
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