SACHIN PARAB
Supply Chain Professional
Dombivli,MH
Summary
Dynamic customer experience consultant with a proven track record at A.P. Moller - Maersk, excelling in strategic planning and stakeholder engagement. Successfully implemented dashboards that enhanced data quality, driving continuous improvement. Adept at team leadership and problem-solving, I foster collaboration to achieve operational excellence and optimize service delivery.
Overview
10
10
years of professional experience
Work History
Customer experience consultant
APM TERMINALS
Mumbai
09.2024 - Current
- Forecasted volumes with contractual carriers to secure vessel space effectively.
- Conducted monthly business reviews to analyze vendor performance and on-time arrival metrics.
- Developed strategic plans for high-priority event cargo management.
- Collaborated with leadership and program management to implement new inputs during hypercare phase.
- Facilitated monthly training sessions to address and prevent process gaps.
- Executed user acceptance testing for new projects, ensuring successful EDI and API triggers.
- Managed customer escalations by prioritizing and delegating tasks within team.
Business Process Lead
Tata Consultancy Services
Mumbai
02.2024 - 09.2024
- Delivered comprehensive Ocean and Air product services to potential customers, fostering business growth.
- Collaborated with diverse teams and stakeholders to achieve goals and resolve product-related issues.
- Negotiated supplier contracts, ensuring adherence to pricing and quality standards.
- Applied advanced technical skills to resolve complex problems and implement effective solutions.
- Developed functional solutions, achieving significant cost savings.
Customer Experience Partner
A.P. MOLLER - MAERSK
Mumbai
06.2018 - 01.2024
- Implemented dashboards and reports to enhance data quality and drive continuous improvements.
- Oversaw onboarding processes for new suppliers and carriers according to Walmart procedures.
- Tracked and reviewed supplier key performance indicators monthly to identify improvement opportunities.
- Collaborated with Relationship and Project Management teams to align client expectations effectively.
- Evaluated container utilization metrics across USA, Canada, and Mexico to generate insightful analyses.
- Secured carrier space for eight-week projections using a rolling forecast method for ISC+MEA origins.
- Engaged proactively with suppliers to reconcile outstanding balances and resolve billing disputes.
- Executed timely validation of delays at purchase order level, addressing issues promptly.
- Managed warehouse operations by overseeing exception handling and cargo movement with on-ground team.
Created and distributed weekly volume forecasts using WMS to optimize space at CFS.
Coordinated with warehouse team to ensure effective management of cargo flow.
Ensured compliance with operational standards
Team lead - (Senior Executive Operations- Banking Outsourcing)
AGS Transact Technologies Ltd
03.2016 - 05.2018
- Oversaw a team of 7 customer advisors in South zone to enhance service delivery effectiveness.
- Monitored and managed SLA compliance for daily and monthly service delivery metrics.
- Analyzed daily MS standings to identify deviations and service delivery shortcomings by ATM.
- Communicated daily via email regarding SLA failures, proposing corrective measures to operations team and LHO officials.
- Prepared and validated monthly reports on MTD ATM-wise SLA adherence, submitted by 5th of each month.
- Addressed real-time issues raised by bank officials through timely email responses.
- Coordinated with multiple vendors to ensure machine availability for Chennai region, meeting client requirements.
- Evaluated team performance hourly, providing targeted assistance to meet established banking targets.
Customer Service Associate - Business Process Outsourcing
Aegis Pvt. Ltd. (Part of The ESSAR Group)
07.2015 - 02.2016
- Facilitated customer interactions via phone for requests from websites such as PAYTM and SNAPDEAL.
- Executed outbound sales processes, focusing on lead generation and maintaining delivery turnaround time.
- Coordinated with network of over 800 stores and regional, zonal, and cluster heads.
- Achieved promotion to complaint desk for SNAPDEAL and PAYTM, recognized as Top-Quality performer for five consecutive months.
- Resolved customer queries and fulfilled requirements through email communications.
- Managed pre-delivery and post-delivery complaints, ensuring real-time client interaction for seamless workflow.
Education
Bachelor of Management Studies - Marketing
Mumbai University
Mumbai12.2015
Skills
- Team leadership and management
- Strategic planning
- Mentoring and training
- Performance evaluation
- Stakeholder engagement
- Vendor relations
- Customer service excellence
- Objective setting
- Problem-solving strategies
- Action plan development
- Implementation strategies
- Continuous improvement
- Detail orientation
- Project management
Projects
- Successfully delivered an automation project for the shipping order confirmation process across the ISC+MEA region, generating a reduction equivalent to 3 full-time employees (FTEs) in billing operations.
- Led a team of three as Squad Lead to execute an agility project that enhanced customer satisfaction (C-SAT) by surpassing standard KPIs and achieving a 99% SLA for the Improve FCR Invoicing Timeliness initiative.
- Managed the end-to-end migration and implementation of a new consignee setup for shipments originating from India and Sri Lanka.
- Implemented and configured API updates for the ISC+MEA region by disseminating system knowledge, enabling seamless, direct data flow from internal systems to the customer database.
Applications
- MS Office
- Power BI
- Sales force
- CICS (Customer Information Control System) - IBM platform
- Cloud telephony
Disclaimer
I, hereby provide you accurate & truthful information regarding my academics, professional background and personal information as per best of my knowledge for your convenience.
Timeline
Customer experience consultant
APM TERMINALS
09.2024 - Current
Business Process Lead
Tata Consultancy Services
02.2024 - 09.2024
Customer Experience Partner
A.P. MOLLER - MAERSK
06.2018 - 01.2024
Team lead - (Senior Executive Operations- Banking Outsourcing)
AGS Transact Technologies Ltd
03.2016 - 05.2018
Customer Service Associate - Business Process Outsourcing
Aegis Pvt. Ltd. (Part of The ESSAR Group)
07.2015 - 02.2016
Bachelor of Management Studies - Marketing
Mumbai University