KOMMANA SUMAN KUMAR RAO
Sr. Customer Experience Consultant
Summary
Reliable business professional with experience in Customer business management, process improvement and analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Recognized throughout career for being a visionary employee, leveraging in-depth knowledge of the process and operational efficiency with proven ability to manage multiple projects and prioritize tasks to meet deadlines.
Overview
9
9
years of professional experience
16
16
years of post-secondary education
Work History
Sr. Customer Experience Consultant
MAERSK India Pvt Ltd
Kolkata
08.2017 - Current
- Build strong relationships with customers and provide second-to-none end to end customer experience
- Address root causes and seek continuous improvements – constantly look for ways to improve work processes with engaging constructive problem resolution and provide solutions
- Work independently and assist the team in realizing goals and standards – share knowledge and best practices
- Take responsibility for the execution of shipment lifecycle process including cross functional coordination
- Understand customer's business and design process flow for the business
- Coordination with WCA Regional Capacity and local Landside Execution teams for smooth vessel operations
- Adhere to standardized processes and tasks without compromising customer experience
- Created monthly forecast templates and resource management allocations for approved projects.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Integrated technology and business operations to identify targeted solutions to customer issues.
- Automated system e-commerce features to improve client sales.
- Onboarded and managed new client accounts to boost retention rates.
- Evaluated customer needs and feedback to drive product and service improvements.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Developed effective improvement plans in alignment with goals and specifications.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Supported clients with business analysis, documentation, and data modeling.
Sr.Process Associate
MAERSK Line Global Service Centre
Chennai
06.2016 - 12.2016
- I was a part of NAM team, where we are responsible to design and run efficient Booking Auto tool for booking release.
- Delivering customer booking within the TAT
- Calculation and Pricing for special cargo and OOG
- Handling all disputes regarding SI, SCV, Price owner etc
- Identified modifications to processes and procedures that would promote better efficiency.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Minimize the tool error/rejection booking data
- Close coordination with other stake holders from Front office on Booking/amendment restrictions etc.
- Performed reconciliations to drive accuracy and validity of financial information.
Process Associate
InterGlobe Technologies
Chennai
10.2014 - 06.2016
- Understand the processes, application, input/output, and reporting SLA requirements
- Maintain the customer experience throughout the profile
- Responsible for Agency E2E transactions like (MMT, Yatra, Goibio etc)
- Responsible for flight Arrival & Departure reports to AAI (Airport Authority of India)
- Responsible for commercial decisions during promotional offers time
- Responsible on floor training for OJT colleagues
- Maintained database systems to track and analyze operational data.
Education
B. TECH - MECHANICAL ENGINEERING
SRM UNIVERSITY
Chennai 06.2010 - 07.2014
HSC - MPC
SRI CHAITANYA JR COLLEGE
Visakhapatnam 06.2008 - 06.2010
JYVK HIGH SCHOOL
Kolkata 06.1998 - 05.2008
Skills
Calculations and analysis
Travelling, Cricket
I would like to travel and discover new places and cultures. Whether it's exploring the ancient temples or trekking in the Himalayas, each destination provides a unique insight into the world's rich tapestry, the beauty of nature, the marvels of architecture and the diversity of human traditions.
I'm a big follower of cricket, I play & watch all types of Cricket. I'm also the captain of current Maersk Kolkata and also I've captained multiple teams across other areas.
Timeline
Sr. Customer Experience Consultant
MAERSK India Pvt Ltd
08.2017 - Current
Sr.Process Associate
MAERSK Line Global Service Centre
06.2016 - 12.2016
Process Associate
InterGlobe Technologies
10.2014 - 06.2016
B. TECH - MECHANICAL ENGINEERING
SRM UNIVERSITY
06.2010 - 07.2014
HSC - MPC
SRI CHAITANYA JR COLLEGE
06.2008 - 06.2010
JYVK HIGH SCHOOL
06.1998 - 05.2008
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