Lisha Debnath

• Owns and manage end-to-end customer experience within the assigned scope of SCM

• Handle compliance within relevant company procedure and agreement with customer and keep the internal/external stakeholders informed of the status.

• Tracking of shipment metrics & reporting status to relevant stakeholders.

• Leading the process that handles Shipment Detention.

• Documenting inventory within the container shipment Tracking Gate in Gate out time of container for transparent container handling and reduce conflicts.

• Simplifying operational processes & documenting any process updates.

• Analyzed customer feedback to offer inputs in products development lifecycle.

• Handled customer payment processes with working knowledge of applications like in house tool.

• Handled conflict resolution through Negotiation and mediation

• Identification & Remediation of billing issues to improve customer Satisfaction. & Retention

• Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.

• Trained staff on operating procedures and company services.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Utilized customer service software to manage interactions and track customer satisfaction.

• Increased efficiency and team productivity by promoting operational best practices