Prathiba Seetharaman

Dynamic Technical Account Manager at FourKites with a proven track record in data analysis and customer relationship management. Expert in technical integrations and cross-functional collaboration, driving project success and enhancing client satisfaction. Recognized for resolving complex issues and leading teams to exceed performance metrics, ensuring optimal service delivery.

Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.

• English, Read, Write & Speak
• Tamil, Read, Write & Speak
• Hindi, Read, Write & Speak
• Kannada, Speak
• Telugu, Speak

• Excellence awards and Star Performer award, 2014
• Best Team Lead - Customer Service, 2015-2016

• Listening to Music
• Reading Books
• Traveling
• Cooking

I hereby declare that the information furnished above is true to the best of my knowledge.

• Bachelor's degree in Corporate Secretaryship
• Master's in Business Administration - Information and System
• ITIL Foundation V3_2011 Certified

• FourKites, Project Manager - Carrier Implementation, 01/01/18, Present, Manage customer and carrier experience through relationship & technical expertise, On-board carriers to FourKites platform - activating and maintaining technical integrations, using creativity to solve unique and challenging problems, and building strategic relationships, Participate in customer and carrier calls (set-up follow-up & action items), Provide timely updates on the Carrier on-boarding process, Work cross functionally with marketing/ sales & engineering to streamline process and improve the product., Take ownership to complete strategic projects, as assigned, Partner with Shipper, Broker, Carrier to unify communication in one place, Perform detailed analysis to identify and proactively correct data quality issues on shipment tracking, Perform activities that enable shipment tracking in the FourKites platform, Partner with customer success managers in achieving key goals and metrics for customers
• Newage Software and Solutions India Pvt Ltd - A group of Freight Systems India Pvt Ltd, Team Leader, 01/01/07, 01/01/18, Client-focused with proven talent in creating and maintaining effective channels of communication between the company and its clientele., First-hand experience in developing and implementing client services policies and determining ways to measure satisfaction and improve services., Known for taking ownership of clients' issues and following problems through to prompt resolution., Particularly effective in developing and implementing service procedures, policies and standards., Hands-on experience in controlling resources and utilizing assets to achieve qualitative and quantitative targets., Oversaw daily activities and supervised a team of Customer Service Representatives who provided technical support to company's customers., Solved all major customer problems/queries that subordinates were not able to solve earlier., Trained and supervised customer service professionals to ensure optimum satisfaction of clients., Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards., Led the process of hiring customer service representatives., Exceed targeted results in customer retention, client expectations, sales and support service as well as other customer service goals., Designed quality control program and implement standards to coach employees toward high performance and success., Assisted the department involved and top level management in solving severe issues which may have been produced due to firm's services or products., Trained more than 10 groups of client services representatives in taking the consultative approach to clients' problems, with a view to retaining them., Developed and implemented a series of complaint and feedback procedures that provided complete insight into the client - services equation, Develop and implement feedback and complaints procedures as part of client outreach programs
• DHL DANZAS LEMUIR PVT LTD, EXECUTIVE - AIR IMPORT DO COUNTER, 01/01/04, 01/01/06, Receive the Cargo manifest and create folders, Coordinate with the Custom House Agents to release the delivery orders, Update the POD status in system with 100% as per SLA, Send Pre alert mails to the Agents / Customers, Send weekly report to Top Management

With Fourkites

• Onboarded over 500 carriers to the platform in various customer implementations
• Worked with 50-plus GPS providers in different locations

With Previous companies

• Exceed targeted results in customer retention, client expectations, sales, and support service, as well as other customer service goals
• Designed a quality control program and implemented standards to coach employees toward high performance and success
• Assisted the department involved and top-level management in solving severe issues that may have been produced due to the firm’s services or products
• Trained more than 10 groups of client services representatives in taking the consultative approach to clients’ problems, with a view to retaining them.
• Developed and implemented a series of complaint and feedback procedures that provided complete insight into the client-services equation, and developed and implemented feedback and complaints procedures as part of client outreach programs