Mahesh Naik
Customer Service Head
Mumbai
Summary
Personable Customer Service Head offering 12 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Enthusiastic professional proudly touting multiple awards for exceptional customer service. A team player poised in all types of situations. Pursuing a new opportunity as a Customer Service Lead. Energetic professional proudly certified in customer service. Poised and reliable with experience training and mentoring new employees in phone etiquette and troubleshooting. Ready for the next great position with Diversey as a top-notch Customer Service Lead. Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Head
Diversey Hygiene India Pvt Ltd.
Mumbai
09.2011 - Current
- Successfully implemented SAP in India with zero disruption by spearheading the customer master , pricing master and Order To Cash Individual team level deep training managing the regular Job
- Turned around the Customer Service function by bringing in automation aiding quick Turn Around Time for query resolution
- Set a Centre of Excellence for Customer Service in Manila in 2018 consolidating Customer Service team members from Singapore, Malaysia and Indonesia in Philippines
- Set up complaints , Customer masters,Minimum Order Value, Open order cancellations , Digital Signed invoice etc systems to facilitate First Time Right resolutions
- Employee Engagement score for the CS team of the team is always maintained in Green
- Actively involved in Sales Optimization with cross functional collaboration
- Promoted to CS head in 2015 and INSEA TH lead in 2018
- Successfully Implemented Minimum Order Value project bringing in secondary freight savings and Distributor off take optimization
- Developed contractors in team to lead positions with coaching , training Development
- Team members are consistently awarded for Service Warrior awards
- Improved the Net Promoter Score, Customer Satisfaction and Customer Effort Score
- Established an ownership , collaboration & accountability culture in the team
- Key contributor to the S&OP process
- Ensure all the pricing , schemes, promotions etc are error free with First Time Right execution aiding best Accounts Receivables in lieu of no Credits for incorrect pricing
- Maintained the accuracy rate of 99.90% and up resulting in high Net Promoter Score
- Key Collaborator with the internal Stakeholders to attain Best Customer Satisfaction
- Evolve Customer Service Portal to ease teams transactional roles aiding them focus on value addition
- Achieved successful SOX Audit compliance
Assistant Manager - Customer Service
Hindustan Polyamides & Fibres Limited
Mumbai
06.2010 - 08.2011
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Serviced 95% Export Customers in Europe, North Asia, Latin America, South East Asia , North America
Customer Service Specialist
Exxonmobil Chemicals India Pvt Ltd.
Mumbai
06.2007 - 04.2010
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed customer service improvement initiatives to decrease customer wait times.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Export Executive
Astral Glass Pvt Ltd
Mumbai
02.2005 - 05.2007
- Prepared various import, export and supplier forms for customs submittal.
- Designed export strategies to meet project delivery requirements.
- Updated CRM database system with Exporter and Business Model Canvas.
- Assisted seniors to draft and execute market development plan for Perfume Glass Bottles range of products for defined regions.
- Compiled purchase orders to post international shipments in company logs.
- Consulted with suppliers and agents to arrange proper in-transit permissions to ship to various locations.
- Prepared and processed import and export documentation according to customs regulations, laws or procedures.
- Followed SOPs with all customer account actions and data management to keep consistent service levels.
- Owned Product Development in Initial stages for decorated bottles
- Insured cargo against loss, damage or pilferage.
- Coordinated with shipping and transport companies on behalf of clients.
- Tracked shipments processing through customs and other agencies and obtained clearances.
Export Executive
Lovson Exports Pvt Ltd.
Mumbai
02.2003 - 02.2005
- Developed Business and vendors for Merchant exports of flexible packaging in Europe, Africa, Middle East
- Prepared various import, export and supplier forms for customs submittal.
- Designed export strategies to meet project delivery requirements.
- Gathered market intelligence and provided guidance to the Director and General Manager to promote flexible packaging products overseas.
- Consulted with suppliers and agents to arrange proper in-transit permissions to ship to various locations.
- Compiled purchase orders to post international shipments in company logs.
- Prepared and processed import and export documentation according to customs regulations, laws or procedures.
- Advised customers on transportation options, types of carriers or shipping routes.
- Followed SOPs with all customer account actions and data management to keep consistent service levels.
- Researched and prepared product cost and trade compliance reviews for clients.
- Coordinated with shipping and transport companies on behalf of clients.
- Tracked shipments processing through customs and other agencies and obtained clearances.
- Updated CRM database system with Exporter and Business Model Canvas.
Export Assitant
Nitin International Private Limited
Mumbai
07.2001 - 01.2003
- Negotiated freight rates with carriers for international transportation of goods.
- Managed import and export of Textile materials in compliance with applicable laws and regulations.
- Coordinated with internal teams to enable timely ordering, shipping and receipt of goods.
- Established and built positive relationships with vendors and carriers, promoting competitive shipping rates and service.
- Analyzed shipping reports to identify opportunities for cost savings.
- Assisted with problem resolution and dispute management relating to import and export activities.
- Coordinated import and export of goods for multiple clients, providing accuracy and timely delivery.
- Researched and helped evaluate new potential suppliers and vendors for better service and pricing.
- Prepared and submitted reports on import and export activity to management.
- Monitored and maintained import and export tracking systems for delivery of accurate and up-to-date records of shipments.
- Investigated discrepancies in shipping documents and resolved issues with vendors.
- Provided tracking information to enable clients to monitor progress of shipments.
- Maintained open communication with global locations to facilitate smooth collaboration.
- Arranged delivery or storage of goods at destinations.
- Facilitated required documentation to manage customs clearance.
Education
Post Graduate Diploma in Export Import Management - International Trade
Export Trade And Training Institute
Mumbai 07.2000 - 06.2002
Bachelor of Commerce - Commerce
Mumbai University
Mumbai 06.1997 - 06.2000
Secondary School Certificate - Secondary Schooling
Mumbai University
Mumbai 06.1994 - 06.1995
Higher Secondary School Certificate - Commerce
South Indian Education Society
Mumbai 06.1995 - 06.1997
Skills
Coaching and mentoring
undefinedTimeline
Customer Service Head
Diversey Hygiene India Pvt Ltd.
09.2011 - Current
Assistant Manager - Customer Service
Hindustan Polyamides & Fibres Limited
06.2010 - 08.2011
Customer Service Specialist
Exxonmobil Chemicals India Pvt Ltd.
06.2007 - 04.2010
Export Executive
Astral Glass Pvt Ltd
02.2005 - 05.2007
Export Executive
Lovson Exports Pvt Ltd.
02.2003 - 02.2005
Export Assitant
Nitin International Private Limited
07.2001 - 01.2003
Post Graduate Diploma in Export Import Management - International Trade
Export Trade And Training Institute
07.2000 - 06.2002
Bachelor of Commerce - Commerce
Mumbai University
06.1997 - 06.2000
Higher Secondary School Certificate - Commerce
South Indian Education Society
06.1995 - 06.1997
Secondary School Certificate - Secondary Schooling
Mumbai University
06.1994 - 06.1995
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