Parthiban Naidu
Customer Service Manager
Mumbai,Maharashtra
Summary
Dynamic Manager with a proven track record in enhancing customer satisfaction and operational efficiency. Expertise in leading cross-functional teams, optimizing processes, and implementing innovative solutions.
Skilled in managing service delivery metrics, ensuring quality standards, and fostering a culture of continuous improvement. Committed to aligning services with organizational goals and exceeding client expectations.
Overview
4
4
years of professional experience
Work History
Manager
CMA CGM Agencies Ind Pvt Ltd
Mumbai
09.2024 - Current
- Drive projects aimed at enhancing customer service quality across India based on feedback from CJM, CSAT and NPS.
- Spearhead NPS campaigns, analyze areas for improvement, and develop action plans, representing progress and insights to Management/Regional Office & Head office.
- Deliver training on new processes and refresher training on existing processes to ensure continuous improvement in service delivery.
- Deploy automation and digital transformation, enabling efficient deliverables in line with the group's SOP.
- Act as a liaison between the internal stakeholders and CS teams to mitigate and improve customer experience.
- Act as the voice of the agency, representing India's challenges on projects to Management, HO, and DRO.
- Organized professional development programs for staff, leading to improved performance and skill sets.
Deputy Manager
CMA CGM Agencies India Pvt Ltd
12.2023 - 09.2024
- Responsible for supervising the CR Team (Cargo Readiness) and its associated functions, aimed at improving readiness of cargo on vessels for export shipments and reducing shortfalls.
- Guide the team through the change management process, as and when required.
- Engage in constructive problem resolution and, through an analytical approach, seek continuous improvement, and propose process improvements.
- Work independently and assist the team in realizing goals and standards, share knowledge, and best practices.
- Achievement of organizational targets, such as timeliness of cargo readiness follow-up and vessel readiness. Reconciliation and clean-up, minimizing shortfalls and rolls and complete implementation of organization tools.
Asst. Manager - Booking Desk (Exports)
CMA CGM GBS India Pvt Ltd.
12.2020 - 12.2023
- Managing an effective team of 55 members handling PAN India Export Bookings.
- Continuously deliver and improve on process measures, result measured KPIs, and other defined targets.
- Initiate and execute efficient processes including policing in accordance with and SOPs.
- Regular refresher sessions on process conducted to help users work efficiently
- Regular interaction with agency stakeholders on weekly basis to understand the challenges and conduct RCA to improve process efficiency
- Develop, implement, and update best practices to streamline operations, standardize processes, document, and enhance commercial support.
Sr. Executive - Booking Desk (Exports)
CMA CGM Agencies Ind Pvt Ltd
- Issuing of bookings within the SLA adhering to standard SOP's
- Daily Clean-up of vessels & Roll-overs / Vessel Clean-up on receipt of Release List / SOB within deadline for invoicing, call closure, accurate planning & forecasting
- Collaborated with team members to achieve target results and drive them wherever required
- Conducting regular process refresher session to team helping them to understand process gaps and to improve efficiency
- Involved in Training & Implementation of new products in line with group SOP's.
Executive - Booking Desk (Exports)
CMA CGM Agencies Ind Pvt Ltd
- Issuing of bookings within the SLA with valid SQ/SVC along with equipment availability, space restrictions & POD requirements or restrictions, if any before issuing any bookings
- Daily Clean-up of vessels (Unassigned Bookings) for the current week for all trades lanes for vessel management and accurate equipment inventory status
- Roll-overs / Vessel Clean-up on receipt of Release List / SOB within deadline for invoicing, call closure, accurate planning & forecasting.
Sr. Process Associate
DHL Global Forwarding (DGF) Pvt Ltd.
- Update and monitor entries in software / system (SAP & LOGIS) and assign work to team members and get it completed under SLA
- Assisting management and Team Manager with any assigned special projects and providing backup to the team when required
- Maintaining customer's focus and handling counterpart query via E-mails / Calls
- Auditing of files prepared by user and rectifying and highlighting the same to user.
Asset Resolution Associate
Altisource Business Solutions Pvt Ltd
- Working for U.S Mortgage Process for HSBC, CITI, U.S Bank & Deutsche Bank
- Maintaining the highest level of quality to ensure buyer's satisfaction
- Contacting the County offices, Tax office for the updates on the issues.
Documentation Executive
Montane Shipping Pvt Ltd
- Placing Bookings and handling customers and solving their queries
- Planning of execution of Cargo & preparation of BL and checking shipping bills
- Handling of rates enquires by Customers & Client meet's and discussion.
Education
T.Y. B Com, Second Class -
S.I.W.S
Skills
Performance Improvement
Effective Process /Tools Implementation
Growth planning
Project Management
Business Analysis and Reporting
Disclaimer
With my experience and dedication, I am confident in my ability to exceed your expectations if given the opportunity to join your team. I am committed to collaborating effectively and contributing to the company’s success.
I affirm that all statements made above are true and accurate to the best of my knowledge.
Personal Information
- Passport Number: Y5505019
- Passport Expiry Date: 28/05/33
- Date of Birth: 03/10/89
- Marital Status: Married
Timeline
Manager
CMA CGM Agencies Ind Pvt Ltd
09.2024 - Current
Deputy Manager
CMA CGM Agencies India Pvt Ltd
12.2023 - 09.2024
Asst. Manager - Booking Desk (Exports)
CMA CGM GBS India Pvt Ltd.
12.2020 - 12.2023
Sr. Executive - Booking Desk (Exports)
CMA CGM Agencies Ind Pvt Ltd
Executive - Booking Desk (Exports)
CMA CGM Agencies Ind Pvt Ltd
Sr. Process Associate
DHL Global Forwarding (DGF) Pvt Ltd.
Asset Resolution Associate
Altisource Business Solutions Pvt Ltd
Documentation Executive
Montane Shipping Pvt Ltd
T.Y. B Com, Second Class -
S.I.W.S
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