Loganathan S
Chennai
Summary
I intend to pursue my job in a reputed firm with an international stature which gives me commendable exposure in the field of Supply chain management, logistics & Customer Service. I can bring flexibility in myself for attending organizational goals. I believe in taking calculative risk and going according to the trends. I believe in having a challenging environment to prove my abilities and skills and contribute to the growth of the organization. I am willing to mobilize all my energy to give the best of myself to the firm also develop myself throughout the experience.
Proactive performance-driven professional with 16 years of progressive expertise in Supply Chain Management, Customer service management, leadership, problem solving, Certified Six Sigma Yellow belt, Business Agility, OPEX methodology, Expertise in Excel macro building, New Customer set up to GSC, PowerBI exposure, Expert in Customer handling, planning, organizing, and managing resources to successfully complete goals and objectives. Expertise in Excel Macro creation which helps lots of to fulfil our customer requirements
Overview
19
19
years of professional experience
2
2
Languages
Work History
Unit Manager – Customer Service [E-Relationship channel]
ICICI Bank
10.2022 - Current
- Company Overview: Regional Head Office, Chennai
- Vendor Management - Focuses on managing and enhancing customer relationships through digital channels
- Build and deepen relationships with customers to achieve increase in share of wallet and revenues through the phone banking channel
- Provide professional customer service to achieve high customer satisfaction and retention
- Have complete knowledge of customer base in terms of the profile, demographics and assets in the bank
- Serve as one-point contact to the mapped customers of the bank
- Cross selling of new products and services for both new and existing customers
- Providing advisory for various products offered by Banks to enhance relationship value
- Develop and maintain banking relationships with select group of customers through individualized customer service
- Generate new business to achieve defined targets in terms of no of customers, volumes and revenue for the segment
- Achieve the budgeted cross sell targets
- Ensure coverage of customer base in accordance with business plans
- Ability to manage relationships to improve relationship value of existing Clients
- Aptitude towards delivering high quality customer service with good organizational and interpersonal skills
- Excellent communication Skills
- Self-driven with sales bent of mind
- Regional Head Office, Chennai
- Focuses on managing and enhancing customer relationships through digital channels
- Digital relationship with direct customers base of 30 thousand customer
- Face to Name meeting – Top customer meeting on daily basis
- Consistent in Call evaluation and provide feedback to all the Relationship manager
- Rapport building with Branches and zones to have better customer experience by executing monthly Collaborative synchronizing meeting with respective branches
- Coordinates and collaborates with various departments to ensure seamless execution of tasks
- Lead, mentor, and manage a team of customer service representatives
- Conduct regular training sessions to ensure team members are well-versed in banking products, services, and compliance requirements
- Monitor performance and provide constructive feedback to team members
- Ensure the team delivers high-quality customer service and resolves customer inquiries and complaints promptly and efficiently
- Develop and implement customer service policies and procedures to enhance the customer experience
- Handle escalated customer issues and work towards a satisfactory resolution
- Oversee daily operations of the customer service unit to ensure smooth workflow and adherence to service standards
- Implement process improvements to enhance operational efficiency and customer satisfaction
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure targets are met
- Ensure the team complies with all banking regulations, policies, and procedures
- Identify and mitigate risks related to customer service operations
- Prepare and present regular reports on customer service performance, including metrics on customer satisfaction, response times, and issue resolution
- Analyze data to identify trends, areas for improvement, and opportunities for enhancing customer service
- Regional Head Office, Chennai
- Coordinates and collaborates with various departments to ensure seamless execution of tasks
- Introduced Paraphrasing tool in Email channel
- Monthly Volume handled 10 million emails
- Zero SME escalation throughout the Year
- Consistent in achieving 70+ NPS score on monthly basis
- Introduced Standard work planner to manage multiple teams
- Implemented multiple reports have Single point of performance view
- Maintained Highest productivity of 80 + consistently in all the months
- Successfully Implemented multiskilling project
- Contributed in Project X next – Enhancing process to the next level – Overall presentation for Chennai site
Sr. TEAM LEADER – SCM
MAERSK GLOBAL SERVICE CENTRES INDIA PVT LTD
05.2015 - 08.2022
- Company Overview: Chennai
- Managed a team with 27 members and operated key customers like Adidas, Kingfisher, PVH, M & S, VANITY FAIR, WOLVERINE, TJX, DECATHLON
- People development, created Personal development plan for each member and execute through Weekly coaching to upscale the people career growth which resulted couple of my team members promoted as a team leader
- Implemented OPEX (Operational performance excellence) initiative and participated in Global competition and won Best participation award
- Travelled to China for the very first to exhibit GSC performance to Maersk Shared Service Centre, did the opportunity assessment and offshored tasks successfully
- Achieved 30+ FTE as an efficiency by doing regular Sit-ins (GEMBA – OPEX Model) with operations team and encouraging people to submit Kaizens (process improvement) – Direct cost saving to the organization
- Increased the workstation utilization which is direct cost benefit to the Organization
- Worked on many Global Projects, Track-it project, Report simplification project, workflow tool project, VMS project, SO Simplification Project, Case Management, Connective Task Management, Business Agility, Web BA implementation, New Supply Chain Platform (OnGoing), Core business set up for Decathlon client and successfully done all the UAT testing and about to implement 10 Million worth of business
- Chennai
- Managed a team with 27 members and operated key customers like Adidas, Kingfisher, PVH, M & S, VANITY FAIR, WOLVERINE, TJX, DECATHLON
- Travelled to Hongkong for Vanity Fair customer workshop and awarded “Best GSC Performance” – Sep’2018 from Logistics Director, VF Asia Limited
- Implemented ADIDAS 2.0 GTN system – Direct client Implementation
- Travelled to Manila GSC (Philippines) In BCP situation Worked for Adidas & NIKE LNS accounts and resulted to control all the backlogs and received best recognition from direct client
- Head count savings through various projects such as Automation, Offshoring and Standardizing the process Designed and implemented Vendor On-boarding Program and Vendor Compliance Program for all Origins globally
- New Origin setup in Chengdu (Process Transfer) through Project dragon
- Successfully Implemented Business Agility program for 300+ colleagues and gained 0.79 million USD savings in 100+ OKR’s
- Migrated new Business (25+ HC)
Process Expert - SCM
MAERSK GLOBAL SERVICE CENTRES INDIA PVT LTD
01.2010 - 05.2015
- Company Overview: Chennai
- Handled SCM process for major SCM key accounts like PVH, Adidas, TJX, M&S, Tesco, BNN
- Worked on Projects like Packing list standardization for Adidas, Automation of system updates which increased Productivity/Performance and cost benefits for company
- Implemented and maintained OPPR board for Team members and Team leader (OPEX initiative)
- Travelled to Mumbai to support BCP and gained 2+ HC efficiency by implementing Best practice sharing
- Chennai
- Handled SCM process for major SCM key accounts like PVH, Adidas, TJX, M&S, Tesco, BNN
- Worked with Head office for the Blueprint creation for SCM Export offshoring
- Received many “Going extra mile” and “Champ of the Month” awards throughout the journey
- Designed and implemented the GSC Customer End to End KPI for Forwarding & SCM business
- Achieved FTE efficiency gaining (20%) through multiple automation followed by ESSA model, encouraging Kaizens
- Worked on global projects and supported from Chennai GSC
Customer Service Associate Account Assistant
BLUECHIP CORPORATE INVESTMENTS
10.2007 - 10.2009
- Company Overview: Chennai
- Handled Branch accounts, Petty cash accounts, Stock maintenance
- Maintaining Cash & Gold coin transfers to all Branches in Chennai
- Supported yearly Auditing in terms of document clarification
- Chennai
- Handled Branch accounts, Petty cash accounts, Stock maintenance
Entrepreneurship
01.2006 - 12.2006
- In Laizon, got offshored documentation project with 10 people and actively involved as a working partner
- In “GE Country wide” got offshored Image correction project with 5 people
Education
Bachelor of Commerce -
Six-Sigma Yellow belt certified - undefined
Global Shipping Leadership Program - undefined
Diploma in Computer Application - undefined
Certified Coach - undefined
Skills
Expertise in Customer Experience & Vendor Management
Personal Information
- Date of Birth: 09/22/86
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby undertake that the above-mentioned details are true to the best of my knowledge.
Timeline
Unit Manager – Customer Service [E-Relationship channel] - ICICI Bank
10.2022 - Current
Sr. TEAM LEADER – SCM - MAERSK GLOBAL SERVICE CENTRES INDIA PVT LTD
05.2015 - 08.2022
Process Expert - SCM - MAERSK GLOBAL SERVICE CENTRES INDIA PVT LTD
01.2010 - 05.2015
Customer Service Associate Account Assistant - BLUECHIP CORPORATE INVESTMENTS
10.2007 - 10.2009
Entrepreneurship -
01.2006 - 12.2006
- Six-Sigma Yellow belt certified,
- Global Shipping Leadership Program,
- Diploma in Computer Application,
- Certified Coach,
- Bachelor of Commerce,
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