Meghana Shetty
Manager - Customer Service & Logistics
Mira Road
Summary
Accomplished highly motivated Customer Service & Logistics Manager with over two years supervisory experience. Perceptive, confident in making quick effective decisions with minimal information. Able to learn policies and procedures as a guide to make correct decisions. Easily adapt, use available manpower and resources, data, tools to set priorities to ensure the smooth operation of the organization. Collect information to improve customer satisfaction and also ensure employees needs are heard to keep their momentum positive.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
1
1
Language
Work History
Manager Customer Service & Logistics
Arxada (Arch Protection Chemicals) previously LONZA
Mumbai
02.2019 - Current
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Generated customer satisfaction surveys to analyze results into action plans.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Created and reviewed invoices to confirm accuracy.
Sr. Customer Support Executive
GIVAUDAN India Pvt. Ltd
Mumbai
04.2013 - 01.2019
- Listened to customers' questions and concerns to provide answers or responses.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Conducted surveys to determine customer opinion of products and services.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Cross-trained and backed up other customer service executives.
Export Sales Coordinator
ACG Inspection Systems Pvt. Ltd
Mumbai
08.2010 - 03.2013
- Preparing Offers, Proforma Invoice and Sale Orders in SAP
- Internal Coordination with R&D, Assembly, QC Team to follow-up based on customized supplies for material readiness and dispatch
- Responsible for coordinating with overseas Agents on new inquiries, updates, Outstanding Payments and after sales services in case of further customization requirement
- Ensuring Service team provides online service support to customers in case required with overseas customers
- End to end coordination to set up machinery Demo and Exhibition arrangements
- Managing Export Report for Monthly Review meetings on supplies and customer satisfaction measurement.
Sales Coordinator - MNC
ROHA Dyechem Pvt. Ltd
Mumbai
06.2008 - 08.2010
- Coordination for new customer oriented projects with R&D team in India along with Sales Managers in overseas offices
- Maintaining and updating records of customer project progress
- Coordination with the Sales Executives for further customer meetings, MOM and rework on feedback based on sample submission
- Keeping tracks on Contracts, Bids (Nestle)
- Co-ordination for customers for Audits & Visits to manufacturing units in India
- Preparing sales budget for the targeted customers
- Ensuring preparation of Indent done on a timely basis
- Preparing Sample Memo, Project Memo & Quotations in SAP.
Education
MBA - Marketing Management
N. L. Dalmia Institute of Management Studies And Research
Mumbai 06.2018 - 05.2021
Advanced Certificate in Foreign Trade - EXIM Documentation
Export Trade And Training Institute
Mumbai 06.2012 - 12.2012
Diploma in Marketing Mgmt - Marketing Management
Prin. L. N. Welingkar Institute of Management Deve
Mumbau 06.2009 - 04.2010
Diploma - Advertising & Public Relation
K C College of Management Studies
Mumbai 06.2007 - 05.2008
Bachelor of Arts - Arts - Economics & Political Science
Mumbai University
Mumbai 06.2004 - 04.2007
Skills
Negotiating
Accomplishments
ARXADA (ARCH):
● Promoted as Manager Customer Service & Logistics, April 2022.
● In June 2020, at Global Level Conference, 10 employees (including myself) were selected for token of appreciation for all our efforts in 2019.
● Recognition received in March 2020, for an exceptional contribution in 2019.
GIVAUDAN:
● Received PAT on Back Award for some internal project in, Dec 2018.
● Awarded by Pat on the Back Award for smooth transition of customer in GST scenario, Dec 2017.
● Got Pat on the Back Award for coordination of Highest Sales value record of Britannia, Aug 2016.
● Promoted as Senior Customer Support Executive, April 2016.
● Received Star Awards for handling New Win Project for Britannia – Good Day Launch with Givaudan New Win Flavours, Feb 2016.
Timeline
Manager Customer Service & Logistics
Arxada (Arch Protection Chemicals) previously LONZA
02.2019 - Current
MBA - Marketing Management
N. L. Dalmia Institute of Management Studies And Research
06.2018 - 05.2021
Sr. Customer Support Executive
GIVAUDAN India Pvt. Ltd
04.2013 - 01.2019
Advanced Certificate in Foreign Trade - EXIM Documentation
Export Trade And Training Institute
06.2012 - 12.2012
Export Sales Coordinator
ACG Inspection Systems Pvt. Ltd
08.2010 - 03.2013
Diploma in Marketing Mgmt - Marketing Management
Prin. L. N. Welingkar Institute of Management Deve
06.2009 - 04.2010
Sales Coordinator - MNC
ROHA Dyechem Pvt. Ltd
06.2008 - 08.2010
Diploma - Advertising & Public Relation
K C College of Management Studies
06.2007 - 05.2008
Bachelor of Arts - Arts - Economics & Political Science
Mumbai University
06.2004 - 04.2007
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