Kumarpal Sanghavi
Talegaon Dabhade
Summary
Experienced professional with many years serving industry customers. Skillfully educate customers, troubleshoot issues, and process payments. Security-conscious, proficient in regulations and successful in using multiple systems and interchangeable technologies to handle customer concerns.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
British Petroleum
11.2020 - Current
- Managed and Generated Orders using Point of Purchase website and helping the customer via voice and mail process to receive their orders within TAT.
- Assuring that metrices like SLA, AHT, FCS, and Call abandoned are maintained and Customer is totally satisfied
- Worked on Billing corrections on fuel and non fuel billing part and helping customers with prompt and accurate corrections (Ex: Diversion issues ,Incorrect Billing ,ship to and wrong quantity and volume corrections)
- Processed Credit and Debit notes using SAP as an ERP tool so as to credit and debit customer charges on time (Ex:JOIP,Policy allowance, Freight allowance etc)
- Handled customer escalations and ensuring that the customer is served within the required turn around time.
- Working on CRM software like Siebel and Salesforce in case creation, case assignment, and case closure within SLA.
- Involved with tracking of Orders and providing Support to Customers via call and email. Helping customers to understand glitches in order arrival by communicating with FedEx and handling Escalation on that part.
- Involved in order processing ,Billing and customer service part in order to cash cycle
- Monitored customer feedback surveys to identify areas of improvement.
- Assisted in developing strategies to improve the overall customer experience.
- Coordinated with suppliers regarding delivery dates, product availability.
Sr. Associate Compliance Operations (Dangerous Goods) and Process Control Tower
Amazon India Development Center
07.2019 - 07.2020
- Generating Standard Operation Procedures with respect to Dangerous Goods Product categories like Lithium Batteries, explosives, oxidisers, Light up shoes, flammable solids and liquids, aerosols etc and ensuring their safe transportation and warehousing according to Warehousing norms
- Ensuring adherence to the SOP for FBA (Fulfillment by Amazon) and Third Party sellers
- Communicating with various stakeholders like warehouse manager , 3rd party sellers and end customer regarding escalations raised in transportation and warehousing of Dangerous goods
- Acting as a Control Tower MIS and managing performance of third party sellers and Amazon permanent sellers by ensuring 99% quality and productivity which is the key Management Business Objective (MBO) for dangerous goods Transportation
- Contributing with new ideas in order to reduce cycle time for classification and increase accuracy
- Ensuring Corrective and Preventive Action if any mishap occurs to avoid reoccurrence and saving undeclared shipments
- Ensuring Proper DG documentation is provided in case of Hazardous good transportation.
Executive -Control Tower Operations
Bluedart Express Ltd
12.2018 - 07.2019
- Working as Control Tower for West 1 region especially Pune and Mumbai branch
- Ensuring that SOPs are adhered to and Management Business Objectives are achieved
- Handling client escalation from Paytm, Snapdeal, First cry, Redmi, Flipkart, Amazon etc
- Flashing reports on MBO to ground operations regarding NSL(Net service level), First day success, Delivery within EDD, COD RTO% etc with the delivery centers and Hubs and pushing them to acquire the desired goals by clearing operational discrepancies
- Maintaining Franchisee (3rd Party delivery Partners) performance and ensuring MBOs are followed
- Products Handled: Domestic Priority: (Next business days delivery within 10:30 and 12:30 up to 32 kg in specified pin codes)
- Air Etail (Cod + Prepaid): For early E-tail shipments delivery within Tat upto next day
- Surface Etail (Cod+Prepaid): For normal E tail delivery with high TAT.
Senior Associate Operations/MIS
Maersk Global Service Centers
05.2017 - 11.2018
- Vessel Planning: Involved in vessel planning and cargo execution for west central asia (WCA)
- Experience in handling wireframe software tools like GLEO, RKEM and customer service tools like GCSS required in vessel planning
- Planning stowage slots for special cargo IMO, REEFER, OOG units
- Process: Generating MIS reports for the vessel cargo and release process keeping in mind all the vessels should be released with nil discrepancy
- Handling escalations from Port authorities regarding loading discharge and stowage moves of container and solving the same by consulting respective stake holder
- Planning Corrective and Preventive Action to avoid vessel release with discrepancy
- Ensuring vessel release SOP is followed by third party vessels like CMA CGM etc
- Customer service: Creating Booking Numbers for various customers in GCSS and providing them with Turnaround Time (TAT) for delivering their containers
- Handling customer escalations for lost, mis-placed containers and providing appropriate solutions.
Operations Executive Control Tower
DTDC Ecommerce Logistics (Dotzot)
04.2016 - 04.2017
- Working As Control tower for handling Entire North Zone for ensuring Standard Operation Procedure adherence
- Flashing MBO reports for metrics such as Same day Delivery, DRS creation, EDD date achievement, RTO reports for all the delivery centres and Hubs
- Handling escalations for clients like Netmeds, Paytm, Flipkart etc and ensuring proper solution is provided
- Planning CAPA (Corrective and Preventive action Plan) to ensure service quality issues do not arise in future
- Handling third party delivery agents and ensuring they follow Standard Operation Procedure
- Constantly taking weekly and Monthly reviews for Performance Management and MBO achievement.
GET (Production/Operations)
Electromech Material Handling Systems
07.2014 - 06.2015
- Working on Customer Service Software named Zoho for handling Customer Escalation regarding Cranes Orders to be Processed
- Ensuring Material Management for spare parts for crane and orders are fulfilled within required timeframe
- Ensuring proper processes are followed in Manufacturing and Dispatch of cranes as per the planned timeslots
- Providing quality parameters as per customer requirements and ensuring defects are cleared following the principle of Continuous Improvement
- Communicating with respective stake holders for proper resolutions of highly escalated issues.
Education
MBA - Operations Management
Pune University
04-2023
B.E - Production
D Y PATIL COLLEGE
AKURDI04-2014
Skills
- Microsoft Office
- SAP
- SALESFORCE
- Customer service
- Siebel
- SQL
- Advanced Excel
Verification
All the above information mentioned in the resume is true to the best of my knowledge
Area
Customer Service/ Logistics /Tracking/ /Supply Chain (5 years 6 Months)
Personal Information
Date of Birth: 09/20/92
Accomplishments
- Awarded "going extra mile award " by Maersk GSC for performing exceptionally well and helping the customers through out of the box approach
- Earned multiple "employee of the month" award for attaining performance objectives
Certification
- "Certificate of logistics Excellence" through safeducate
Timeline
Senior Customer Service Representative
British Petroleum
11.2020 - Current
Sr. Associate Compliance Operations (Dangerous Goods) and Process Control Tower
Amazon India Development Center
07.2019 - 07.2020
Executive -Control Tower Operations
Bluedart Express Ltd
12.2018 - 07.2019
Senior Associate Operations/MIS
Maersk Global Service Centers
05.2017 - 11.2018
Operations Executive Control Tower
DTDC Ecommerce Logistics (Dotzot)
04.2016 - 04.2017
GET (Production/Operations)
Electromech Material Handling Systems
07.2014 - 06.2015
MBA - Operations Management
Pune University
B.E - Production
D Y PATIL COLLEGE
Similar Profiles
Puravi MhatrePuravi Mhatre
Learning Services Lead at British PetroleumLearning Services Lead at British Petroleum
Sarang KhoptikarSarang Khoptikar
Senior Analyst at British PetroleumSenior Analyst at British Petroleum
Ron TateRon Tate
General Manager at British PetroleumGeneral Manager at British Petroleum
Dianna LeeDianna Lee
Cashier at British PetroleumCashier at British Petroleum
HARSHAL NARAYAN PANDITRAOHARSHAL NARAYAN PANDITRAO
PLC Programmer at Alchemy Techsol Pvt LtdPLC Programmer at Alchemy Techsol Pvt Ltd