MANISH KOTIYAN

• Handling all the escalations of GAM customers MAG countries- UAE, PAKISTAN, BAHRAIN, QATAR, KUWAIT
• To monitor performance against established KPI's via SALES FORCE and take corrective action wherever necessary
• Identify every possible process improvement opportunity in the current processes towards a seamless service delivery experience for our customers
• Synchronize with different stakeholders and stand-in as a focal between customer, Front office, and Intermodal team
• Continuously drive to reduce waste costs in CS processes by doing GEMBA, analyzing data and implementing changes
• Managing contact center to ensure all the customers calls are being attended, also managing timeliness
• Initiated & managed complex, departmental work and drove continuous improvement in metrics, SLA, and automation

SAP TM Support team :

• Provided consulting services for both new implementations and existing support projects.
• Acted as a liaison between business functions and the technical team.
• Managed queries raised in the ServiceNow ticketing tool.
• Configured master data for various Transportation Management (TM) scenarios.
• Identified gaps, issues, and devised workaround solutions.
• Possessed thorough knowledge of enterprise structure, pricing procedures and condition techniques, output determination procedures, and item category determination.

• To monitor performance against established KPI's and take corrective action wherever necessary
• Identify every possible process improvement opportunity in the current processes towards a seamless service delivery experience for our customers
• Synchronize with different stakeholders and stand-in as a focal between customer, Front office, and Intermodal team
• Managing Chat process ensure to deliver the right informative to the customer with deliver timeliness
• SAP Transportation Management (TM) /Sales & Distribution Master Data Configuration of various TM scenarios
• Freight/Forwarding Order Management, Order Integration, Transportation Mode, Freight Agreement, Tendering, Freight Settlement, Charge Management
• Handling Led to Agreement (L2A SAP TM) queries and Issue
• Successful Go-live Support for SAP TM – L2A module Identifying gaps, issues and work around solutions
• Thorough knowledge in Enterprise structure, Pricing Procedure & Condition Technique, Output determination procedure, and Item category determination
• Providing ad-hoc training and user support as required, subject matter mentor to more junior members
• Providing consulting services on both new implementations and existing support projects
• Acting as a liaison between the business functions and the technical team
• Handling all the queries raised in Service now ticketing tool
• Israel Export and Correction Team To ensure that the SLA parameters are met daily for all lines of business
• In case of non-achievement of SLA, remedial action plan for to be shared
• For non-achievement of benchmarks/SLAs, analysis, and corrective measures to be shared as well
• Handling of escalation calls & provides corrective feedback to the agent
• Manage Shift Operations & Rostering of Staff
• Mentoring & Coaching of the Team
• Team Huddles & previous days performance to be discussed
• Responsible for maintaining shrinkage and absenteeism of team on the floor
• Ensure Customer Delight by providing satisfactory response to Customer Interactions
• Action Plan to be shared on misses and best practices to be shared on hits monthly
• Manage team attrition
• Driving the Rewards & Recognition programmed for the team & responsible for appreciations.

• Travelled to USA for a period of 2 month for Import process migrations
• Successfully transitioned and stabilized the Import Documentation process
• Process migration of Canada Imports through Webex (Internally)
• Sending Arrival notices to the Customers
• Sending Cargo Manifest to the Terminal
• Handling VIP and Specialized Customers and Dangerous Goods Cargo
• Auditing and updating correct POP for the Shipments coming to Canada
• Updating Vessel arrival information in Customs website
• Adding overweight charges for Rail shipments
• Notifying intermodal team to proceed with Rail billing
• Maintaining daily, weekly, monthly report for US & Canada Team
• Team handling in the absence of Team leader
• Briefing team members with regular updates as per confirmation from front office which regarding Canada customs regulations
• Maintaining minutes of every process call
• Training in the new members and maintaining their progress report
• Overall, TAT and Accuracy maintained at 100% throughout the year.

• Working on Star net, Lotus notes and GT-Nexus bases applications
• Preparation of bills of lading
• Correction/Amendment’s in the bills and solving customer query through emails
• Rating, Auditing, and releasing the bill of ladings for US shipments
• Maintaining the roll over report of the vessel on the daily basis.