Summary
Overview
Work History
Education
Skills
Timeline
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Ravinder Santhanam

Kovur, Chennai,Tamil Nadu

Summary

Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.

Overview

14
14
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Sales & Pricing Support - Asst Manager

House Of Shipping
11.2022 - Current
  • Prepare and update various pricing requests that support and maintain current clients, as well as, strategize on acquiring new businesses
  • Work on pricing with department managers and other sales personnel throughout our branches, multiple carriers, and other offices globally on rate requests
  • Analyze past, present, and future market rates to help strategize for new clients
  • Analyze cost, profit, and market value to help maintain company growth
  • Delivered comprehensive bid proposals for customers’ long-term projects and gained client approval on costs
  • Handle AIR, FCL, LCL Imports, Exports, and Cross Trade quotations and tariffs for all our branches
  • Work closely with operational & overseas offices on space allocation for quoted carriers
  • Supporting tender management for global trade with high volume projects to participate in bidding at the most competitive rate with competitors to secure the business
  • Carefully monitor market trends to ascertain the best pricing for the company’s products.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Preparing the performance report for dashboard update to view the win & loss ration by management level.
  • Submitting the quotation to customer by using "Cargo Wise one" programme based on the rate procured with overseas agents.

Customer Service Team Leader

Sealand-Maersk
07.2021 - 10.2022
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
  • Coached employees through day-to-day work and complex problems
  • Onboarded new employees with training and new hire documentation
  • Cross-trained existing employees to maximize team agility and performance
  • Evaluated employees' strengths and assigned tasks based on experience and training
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Delivered feedback to decision-makers regarding employee performance and training needs
  • Applied customer feedback to develop process improvements and support long-term business needs
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Specialist

Sealand-Maersk
06.2019 - 03.2021
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Provided primary customer support to internal and external customers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Processed customer service orders promptly to increase customer satisfaction in Export and Import area's.

Cargo Specialist

Maersk
11.2015 - 05.2019
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Carried out day-to-day duties accurately and efficiently
  • Created documents of load plans, cargo cleanliness inspections, and transportation processes.
  • Visited USA (Sealand-Maersk) for the process development such as accuracy and timeliness.
  • Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork
  • Migrated the expectational handling cases from Panama LOCs to GSC such as contingency handling, longstanding, routing update, the final decision with terminal and stowage planner inquiry about containers addition and cancellation &, etc
  • Initiative the Pre "Book to load Process" from the country of Brazil to identify the pain area of cluster level and fixed.
  • Used coordination and planning skills to achieve results according to schedule
  • Successfully implemented the MDS (Master data deadline system) as a single point of contact in Maersk onsite - Panama in Q4-2018
  • As a LOC's representative participated in " Robotic process automation" tool development and successfully implemented in Q1-2019
  • Have been appreciated for presenting one of my success stories in front of the Maersk & Hamburg Sud CEO in Q1-2019
  • Signed off the "Book to load process" in Panama country as a process trainer with all regular and exceptional cases, also represented as "East Coast" Cluster level mentor throughout the project in Q2-2019
  • Initiated the CER (Customer effort reduction) project with help of the GSC and cluster team as a result the numbers brings down from 8% to 33% in Q3 & Q4 - 2020
  • Got opportunity as an acting ĽL and achieved KPI’s that exceed the target and bring down the quality issues in Q1 & Q2- 2021

Cargo Operations Agent

Maersk
03.2010 - 05.2015
  • Manage load, discharge, and transshipment list to plan all types of cargoes for a vessel berthed at a respective port within "Latin America"
  • Handled customer exception requests such as Change of destination, Delay in transit, Release in transit, and Late Gate in request
  • Coordinating with Stowage and terminal planner for late additional or cancellation requests for all types of cargoes with no impact on vessel operation
  • Created documents of load plans, cargo cleanliness inspections, and transportation processes
  • Coordinating with the customer service dept for missing details updates to secure the bookings from the respective load plan
  • Initiative the call with LOCs and solved the quality of Interaction and accuracy by own action plans
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

Master of Arts - Accounting And Finance

University of Madras
Chennai
07.2010 - 06.2012

Bachelor of Arts - Corporate Secretary ship

Pachaiyappa’s College
06.2007 - 06.2009

Skills

    Strategic planning

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Timeline

Sales & Pricing Support - Asst Manager

House Of Shipping
11.2022 - Current

Customer Service Team Leader

Sealand-Maersk
07.2021 - 10.2022

Customer Service Specialist

Sealand-Maersk
06.2019 - 03.2021

Cargo Specialist

Maersk
11.2015 - 05.2019

Master of Arts - Accounting And Finance

University of Madras
07.2010 - 06.2012

Cargo Operations Agent

Maersk
03.2010 - 05.2015

Bachelor of Arts - Corporate Secretary ship

Pachaiyappa’s College
06.2007 - 06.2009
Ravinder Santhanam