Prajakta Benere
Mumbai
Summary
Customer Service Specialist with 3.8+ years of experience in the global shipping and logistics industry, specializing in US and Canadian port operations. Proven track record in dispute resolution, stakeholder communication, process optimization, and cross-functional collaboration. Adept in SAP, Salesforce, FIS, and advanced Excel for managing large datasets, reporting, and financial operations. Seeking to grow into Customer Excellence or Operations roles to drive impact through customer-focused strategies and continuous improvement.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Sr. Coordinator - Customer Service
Hapag-Lloyd
Mumbai
08.2021 - Current
Achieved a 98% customer satisfaction rate by resolving 500+ queries monthly across US and Canadian import operations.
Reduced resolution turnaround time by 25% by spearheading high-priority escalations.
Earned recognition for delivering quality customer experiences through zero-error case management.
Developed tailored reports for clients including BMW, IKEA, Tesla, and Nestle.
Improved team efficiency by 15% through rigorous process audits and performance analyses.
Onboarded and trained more than 10 new hires, ensuring adherence to compliance standards.
Streamlined inland shipment tracking through participation in cross-functional projects.
Oversaw complete case handling processes: Bill of Lading, corrections, invoicing, and shipment release.
Education
Master of Commerce - Advanced Accountancy
Mumbai University
Mumbai04.2024
Bachelor of Accounting & Finance - BAF
Mumbai University
Mumbai04.2021
Skills
- Import/export customer service
- Dispute and escalation management
- SAP proficiency
- Salesforce expertise
- FIS knowledge
- Advanced Excel skills
- Documentation and invoicing
- Data reporting and auditing
- US and Canada port regulations
- Cross-functional collaboration
- Stakeholder communication
- Training and process improvement
- Escalation management
- Quality control
- Team leadership
- Problem-solving abilities
- Multitasking Abilities
- Record keeping
- Root-cause analysis
Certification
- Lean Six Sigma - Yellow Belt, In Progress
- Microsoft Excel - Advanced Certification, Ongoing
Accomplishments
- Super Star Award for top performer
- Green Star Award for maintaining zero errors
- Ranked among the Top 10 performance in Master's program for academic excellence
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Sr. Coordinator - Customer Service
Hapag-Lloyd
08.2021 - Current
Master of Commerce - Advanced Accountancy
Mumbai University
Bachelor of Accounting & Finance - BAF
Mumbai University
Similar Profiles
Yogesh RaneYogesh Rane
Customer Service Manager at Hapag-Lloyd Quality Service CentreCustomer Service Manager at Hapag-Lloyd Quality Service Centre
Bharath K. KumarBharath K. Kumar
Export Documentation and Booking at Hapag Lloyd Global ServicesExport Documentation and Booking at Hapag Lloyd Global Services
H.E Senuri YudaraH.E Senuri Yudara
Executive - Sales and Marketing at Hapag Lloyd Lanka Pvt Ltd (Aitken Spence)Executive - Sales and Marketing at Hapag Lloyd Lanka Pvt Ltd (Aitken Spence)
AAKASH SABALEAAKASH SABALE
Support Executive Service Engineer at Dak System IncSupport Executive Service Engineer at Dak System Inc
ROHAN SINGHROHAN SINGH
Client Advisor at GUCCIClient Advisor at GUCCI