Oindrila Ray
Manager Customer experience
Gurgaon
Summary
Experienced shipping and logistics professional with a solid track record spanning over 13 years. Specializes in end-to-end logistics management, supply chain optimization, and on-time delivery. Key strengths include inventory management, regulatory compliance, and leadership in dynamic environments, ensuring operational excellence.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
DP World
Gurgaon
12.2024 - Current
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Identified opportunities for process automation and technology upgrades to improve customer service efficiency.
- Planned and facilitated meetings to share marketing plans and explain future business goals.
- Boosted KPIs and continuous improvement strategies to enhance logistical operations and meet supply chain needs.
- Defined performance metrics for measurement, comparison or evaluation of supply chain factors.
- Oversaw warehouse operations including receiving, storage, packing, unpacking, shipping, receiving functions.
- Analyzed supply chain performance metrics to identify areas for improvement and implement corrective actions.
Customer Experience Consultant
Maersk India Pvt Ltd.
Gurgaon
05.2014 - 12.2024
- Responsible for EXIM experience of Key clients for end-to-end shipment life cycle across Pan India for FMCG, Chemical & Tech clients.
- Ensuring allocation compliance is managed regularly and effectively along with CX & Sales.
- Logistics & Services quoting and negotiation- manage L&S RFls/RFQs products like last mile, transportation, Air, warehousing, CHB, trade lens and flex hub.
- Driving Net promoter Score Project (NPS) for India cluster specific to Expertise & Key Clients.
- Handled project Migration from onsite location -Kuwait to India office for 3 months.
- Ability to drive implementation and adoption of key programs/ initiatives along with Sales, implementation team & operations to ensure timely and effective deliverables with the help of Digital Platform in agile manner.
Senior Customer Care Officer
Convergys India Services Pvt Ltd
Pune
01.2012 - 01.2013
- Company Overview: Empire Healthcare Services
- Worked in US Health Insurance- Empire State B2C & B2B as Senior Customer Care Officer.
- Managed escalation and disputed claims of the providers.
- Interacted with Doctors and Medical Practitioners related to Insurance Claims & Benefits through Call and Email.
- Empire Healthcare Services
Sales Executive
Macmillan Publishers
Kolkata
01.2010 - 01.2011
- Marketing and Strategic alliance for Cambridge Universities Courses for North & East Bengal Areas.
Education
MBA - Marketing
ISB&M
Kolkata04-2010
BBA - Business Management
IIAS
Kolkata04-2008
High School Diploma -
Kendriya Vidyalaya Cossipore
Kolkata04-2005
Skills
- Customer service
- Process automation
- Supply chain management
- Stakeholder engagement
- Customer relationship management
- Project management
- Teamwork and collaboration
- Inventory control
- Vendor management
- Data analysis
- Operations management
Hobbies and Interests
- Travelling
- Singing
- Community volunteering
Certification
- Cambridge University Vantage certificate - BEC
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Affiliations
- Spot awards in DP World for improving customer experience within three months.
- Star performer at Maersk India Pvt. Ltd. every quarter
References
References available upon request.
Timeline
Customer Experience Manager
DP World
12.2024 - Current
Customer Experience Consultant
Maersk India Pvt Ltd.
05.2014 - 12.2024
Senior Customer Care Officer
Convergys India Services Pvt Ltd
01.2012 - 01.2013
Sales Executive
Macmillan Publishers
01.2010 - 01.2011
MBA - Marketing
ISB&M
BBA - Business Management
IIAS
High School Diploma -
Kendriya Vidyalaya Cossipore
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