Joel Michael Manuel
Pune
Summary
Highly experienced result-oriented professional with over 14 years of progressive experience in customer service management, training and development, logistics, supply chain management and documentation processes. Proficient in training and up-skilling customer service representatives, enhancing their customer interactions and service delivery capabilities. Demonstrated expertise in managing and leading diverse teams, setting performance objectives, and driving teams toward the achievement of these goals. Strong experience in stakeholder management, driving continuous improvement and ensuring compliance with industry regulations and company policies. Proven abilities in managing customer service issues, acting as a liaison for communication between teams and ensuring uniform implementation of updates and procedures. Hands-on experience in tracking shipments, ensuring timely delivery, and handling special cargo at various international ports. Skilled in direct customer engagement, from handling inquiries to closing sales deals, showcasing strong communication and relationship-building abilities. Adept in using system software for job card details and maintaining financial accuracy through diligent invoice cross-checking. Exceptional mentorship abilities, guiding individuals in their career growth and aiding them in achieving their personal goals and aspirations.
Overview
17
17
years of professional experience
Work History
Process Trainer - Self-Service Portal / Behavioral Training & Development
Maersk Global Service Center
Pune
11.2021 - Current
- Responsible for the training and skill enhancement of customer service representatives to improve their customer interactions
- Designated as the global point of contact for the Self-Service Portal, tasked with communicating updates regarding ECommerce from the Copenhagen headquarters to internal stakeholders and global service centers
- Developing and implementing comprehensive training programs that align with the company's objectives and strategies
- Evaluating the effectiveness of training sessions and making necessary adjustments to ensure continuous improvement
- Facilitating smooth and effective communication between global teams to ensure the uniform implementation of updates and procedures
- Managing customer service issues escalated beyond the capabilities of customer service agents
- Ensuring compliance with industry regulations and company policies
- Collaborating with the management team to identify company training needs based on projected production processes, changes, and other factors
- Acting as a liaison to ensure that customer service agents are abreast of the latest E-commerce trends and updates
- Creating an engaging learning environment that encourages active participation and reinforces learning
Central Documentation - Team Lead
Maersk Global Service Center
Pune
10.2020 - 12.2021
- Oversaw the transfer of work functions from various service centers to Pune
- Established annual Key Performance Indicators (KPIs) and objectives for employees
- Managed and propelled performance across all assigned teams
- Provided coaching and mentorship to individuals, assisting in their career growth and aiding them in achieving their personal goals and aspirations
One Team Customer Experience (OTCX) Team Lead
Maersk Global Service Center
Pune
06.2017 - 09.2020
- Managed a team of 14 members, ensuring the delivery of high-quality and timely solutions for customers
- Acted as the single point of contact (SPOC) for the implementation of a Live chat BOT designed for South Africa
- Oversaw turnaround times and ensured that teams met KPIs for customer satisfaction
- Maintained regular engagement with stakeholders, striving to enhance service quality and delivery times for customers
- Conducted regular coaching sessions for team members, supporting them in achieving their career goals and aspirations, thereby improving team performance and customer delivery
Shipment Management (Ring Fencing Team) - Team Lead
Maersk Global Service Center
Pune
05.2015 - 05.2017
- Oversaw the documentation team responsible for BL manifests, EU shipment manifests, amendments, and BL issuance
- Established annual Key Performance Indicators (KPIs) and objectives for employees
- Ensured team performance aligned with the set KPIs
- Addressed stakeholder concerns and escalations, while promoting continuous improvement
Customer Experience - Senior Process Expert (Export & Import)
Maersk Global Service Center
Pune
11.2011 - 05.2015
- Managed direct customer inquiries via email for the Australian sector
- Specialized in the handling of special cargo (Hazardous, Out of Gauge / Flat racks, Reefers, Breakbulk) at Australian ports
- Ensured timely submission of all documents to Maersk Line to guarantee on-time delivery
- Assisted in addressing the container shortage in Australia through continuous communication with customers, reminding them to return containers in their possession
- Handled customs-related issues for customers by directly liaising with customs officials and accessing the customs portal designed specifically for shipping liners (ICS)
- Guided and enhanced the team's communication skills in areas of bookings, exports, and imports
Customer Service Executive
Shrinathji Forwarders Pvt. Ltd
Mumbai
01.2011 - 10.2011
- Managed customer inquiries related to their cargoes and ensured accurate preparation of Bill of Lading, along with comprehensive documentation for both air and sea shipments
- Conducted diligent cross-checking of invoices received from global agents to maintain financial accuracy and integrity
Marketing Executing
Consolidated Shipping Line (India) Pvt. Ltd
Cochin
11.2009 - 11.2010
- Led marketing initiatives and maintained effective liaison with customers, while also tracking shipments to ensure timely delivery and customer satisfaction
- Prepared the Bill of Lading and meticulously entered job card details into the Vision system software, ensuring data accuracy and operational efficiency
Admissions Officer
UEIMS School of Medicine and Dentistry
Dubai
06.2008 - 10.2009
- Travelled to countries like Saudi Arabia, Qatar, Bahrain, Oman, Nigeria, and within the U.A.E, promoting the college at various schools and spearheading student admission efforts
- Managed the entire sales process, including direct calls, face-to-face counseling with prospective students, delivering presentations, following up, and closing deals, to ensure optimal student enrolment rates
Education
Bachelors of Arts - Sociology
Sacred Heart College
Cochin01.2008
Skills
- Customer Service Management
- Training and Development
- Team Leadership
- Stakeholder Management
- Compliance & Regulatory Adherence
- Issue Resolution
- Shipment Tracking & Special Cargo Handling
- Direct Customer Engagement
- Financial Accuracy
- Invoice Management
- Mentorship
- Career Guidance
- Sales Process Management
- Marketing Management
- Liaison & Coordination
- International Travel & Student Admissions
- Exhibition Coordination
- Visitor Engagement
- Team Management
Accomplishments
- Successfully led the integration process between the Safmarine and Maersk brands, enhancing brand alignment and operational efficiency.
- Oversaw the migration of work from various service centers to Pune, demonstrating strong project management skills.
- Earned the title of 'Team Leader of the Quarter' in 2015 (Q3), reflecting exceptional leadership and commitment to excellence.
- Served as the SPOC for the Live chat BOT rollout in South Africa, showcasing technical proficiency and leadership.
- Won the Global Customer Service Awards four times and was recognized as a Customer Experience (CE) Champion, affirming dedication to outstanding service delivery.
Keyprofessionalassignments
British Council of Cochin, Information Coordinator, 2006, Served as an Information Coordinator during a 4-day educational exhibition for the British Council of Cochin.
Profile Snapshot
- Internationally experienced result-oriented professional with over 14 years of progressive experience in customer service management, training and development, logistics, and documentation processes.
- Proficient in training and up-skilling customer service representatives, enhancing their customer interactions and service delivery capabilities.
- Demonstrated expertise in managing and leading diverse teams, setting performance objectives, and driving teams toward the achievement of these goals.
- Strong experience in stakeholder management, driving continuous improvement and ensuring compliance with industry regulations and company policies.
- Proven abilities in managing customer service issues, acting as a liaison for communication between teams and ensuring uniform implementation of updates and procedures.
- Hands-on experience in tracking shipments, ensuring timely delivery, and handling special cargo at various international ports.
- Skilled in direct customer engagement, from handling inquiries to closing sales deals, showcasing strong communication and relationship-building abilities.
- Adept in using system software for job card details and maintaining financial accuracy through diligent invoice cross-checking.
- Exceptional mentorship abilities, guiding individuals in their career growth and aiding them in achieving their personal goals and aspirations.
Timeline
Process Trainer - Self-Service Portal / Behavioral Training & Development
Maersk Global Service Center
11.2021 - Current
Central Documentation - Team Lead
Maersk Global Service Center
10.2020 - 12.2021
One Team Customer Experience (OTCX) Team Lead
Maersk Global Service Center
06.2017 - 09.2020
Shipment Management (Ring Fencing Team) - Team Lead
Maersk Global Service Center
05.2015 - 05.2017
Customer Experience - Senior Process Expert (Export & Import)
Maersk Global Service Center
11.2011 - 05.2015
Customer Service Executive
Shrinathji Forwarders Pvt. Ltd
01.2011 - 10.2011
Marketing Executing
Consolidated Shipping Line (India) Pvt. Ltd
11.2009 - 11.2010
Admissions Officer
UEIMS School of Medicine and Dentistry
06.2008 - 10.2009
Bachelors of Arts - Sociology
Sacred Heart College