Milburn Dsouza

Designation: Lead Specialist,

Duration: 18th Nov, 2022 – Till date

Process - Control Tower Operations - RXO / Formerly XPO Logistics

• Conducted training sessions for new staff based on their responsibilities and procedures.
• Analyzed customer feedback, identified trends, and recommended strategies to improve customer satisfaction levels.
• Reviewed, monitored and updated performance metrics to ensure accuracy of data.
• Monitored daily performance of each individual Lead Specialist against established goals.
• Process/Task Updates – Monitor all the reports/task worked by the team, In case of any changes or errors observed, highlight it to the immediate manager.
• Create backups for All Daily/Weekly reports so they are not delayed or missed anytime.
• In-case of any IT issue/delay, create a ticket and follow up every 30 mins and report it to the manager if issue remains unresolved.
• Scrutinizing the data well and examining the information and understands the RCA for problems.
• Helps team members learn from old situations and finds ways to prevent a problem from recurring in future.
• Gauging the team requirement and conducting refreshers.
• Aware of all the reports shared with the Onshore management and within the team.

o Designation: Load Planning Specialist.

o Duration: 3rd,June 2019 – 11th Jan, 2022

Process - XMS Load creation for freight pay.

• Creating Load/Shipmen ID’s manually and through spreadsheet upload.

• Identifying charge codes from documents on the respective carrier’s website, validating if shipments are XPO’s to pay.

• Provided technical support and guidance to junior specialists.

• Facilitated brainstorming sessions among teams to generate innovative ideas.

• Adding accessorial to load by referring to the carrier’s contract, authorizing accessorial based on documentation and paperwork submitted by the service provider.

• Identifying and reaching out to the carrier to provide additional proof in scenarios of duplicate billing and supporting carriers on their payment related inquiries.

• Coordinating with the onshore operations team for any queries / concerns and assisting freight pay team in resolving billing issues.

• Communicating with XPO R&R representatives for missing documents and other miscellaneous issues.

• Liaising with the domestic IT team for any OTM related issues and assisting them with the resolution.

• Ensuring that the past due % for my account is not impacted and remains below the agreed SLA.

• Mentoring and coaching new joiners and assisting team members with their queries and concerns.

• Assist Team Lead with reports and daily administration of various tasks to meet/exceed service level agreements.

Designation: Senior Specialist, Load Planning

Duration: 11th JAN, 2022 – 18th Nov, 2022

Process - Control Tower Operations (Oil and Gas account ) – Offshore support

• Executing order request and tracking loads for Oil and Gas accounts from Origin to destination.(Baker Hughes, TDW, Cameron and Schlumberger)

• Manage domestic ground shipments that originate in the United States and Canada shipping to any destination within the United States, Canada, or to the Mexican border. (Point to Point, After the fact and Well-site shipments)

• Managing HOTSHOT / Expedited shipments.

• Determine if the shipment is LTL / TL / HOTSHOT and assign carrier accordingly to meet the requirement.

• Track and Trace – coordinate with the carrier, shipper and consignee in order to monitor timely pickup and delivery of the shipment.

• To make sure the pickup and delivery times are properly entered in the system by the carrier to ensure proper clarity.

• Processing all After the Fact shipments for Billing and payment purpose.

• Preparing Utilization report, Cost allocation report, delay reason report and T&T report.

• Incoming and outgoing calls from / To shipper, consignee, carrier.

• Conduct Presentation to the Customer on a Weekly basis.

• Coordinated with other departments to ensure successful completion of projects.

• Created documents detailing standard operating procedures.

o Designation: Process Associate / Executive

o Duration: January 11th, 2018 to May 31st, 2019 (1year & 4months)

DET/DEM Long Idling Container Management (Migration process)

• The purpose of my work is to enhance the settlement of idling cargo that is foreseeing no progress soon.

• Supervise and control the Destination office (handling office) and Origin office (Relevant office) to clear the long idling and bad idling cases.

• Assist the destination office to solve long idling cases (Contacting the salesperson from origin office to

contact the shipper and urge them to clear the cargo in writing)

• Sending notices and reminders to the customer via mail and system generated notice.

• Sending Final notice and legal claim letter to customers whose containers are idle for more than 100 days with no response and action plan for clearance.

• Checking and negotiating each waiver request from the customer with the Headquarters office based in south Korea.

• Support destination office to choose the best way to solve long idling cases (Ship-back, disposal, auction,

private sale or donation etc.)

• Preparing Multiple reports for long idling cases and DET/DEM invoicing for each region and countries and disseminating them to all HMM offices globally.

• Collecting responses from all Agents mentioning the reason for delay in clearance of the long idling containers (Held by customs, Government imposed restrictions, abandonment by customer etc.)

• Chasing the origin and destination office to get the invoicing work done.

• Conducting Surveys like Surcharge Market intelligence, local revenue survey.

o Designation: Process Associate- Department- Commercial

o Duration: September 14th, 2015 to June 16th, 2017 (1year & 9months)

Waiver processing for Demurrage & Detention charges

• Handling mails and maintaining data

• Maintained accurate records of all transactions related to processes in accordance with company guidelines.

• Generating Credit notes and balance invoice on SAP.

• Attending conference calls as per process requirements.

• Giving a walk-through (GEMBA) of the process to visitors.

• Preparation of reports on weekly basis and reporting to cluster head.

• Resolving the cases assigned on timely manner with accuracy and productivity.

• Preparing & analyzing Business Warehouse (BW) report.

• Participated in regular team meetings and provided input on ways to improve existing processes.

Proactive Invoice Correction

• Amending incorrect Charges & Rates applied on invoices (Basic Ocean freight, documentation fees, terminal handling charges etc.)

• Worked on MARS & AFLS system.