Sachita Mishra
Thane
Summary
With a proven track record at MAERSK INDIA PVT. LTD, I leveraged empathy and problem-solving skills to enhance customer satisfaction and streamline operations. My adaptability and strategic approach to crisis management led to significant improvements in service delivery, demonstrating a commitment to excellence and a tenacious pursuit of long-term client relationships. Insightful Experience Consultant known for high productivity and efficient task completion. Possess specialized skills in customer journey mapping, user experience optimization, and service design strategy. Excel in utilizing empathy, communication, and problem-solving to enhance client satisfaction and drive business growth. Ready to apply these abilities to achieve outstanding results in a new role.
Overview
24
24
years of professional experience
Work History
Senior Customer Experience Consultant ICX - Industrial and SPC
MAERSK INDIA PVT. LTD
06.2023 - Current
- As a Customer Experience Consultant primary point of contact for key customers ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customers as well as internal and external stakeholders
- Professional pro-active communication with customers as well as attend to customer concerns
- Provide regular and accurate status reports of shipments
- Complete ownership of each job/file
- Validation of cost and revenue at file level
- Swift resolution of queries
- Accurate and timely reporting
- Build long-term customer relationships
- Assist and enable commercial teams to deliver Logistics & Services growth targets
- Willingness to go the extra mile towards customers & with focus on providing solutions
- Proactively track shipments and notify customers of relevant deviations from the transport plan (ocean and inland), including potential solutions or alternatives
- Preparing monthly carrier performance report basis on SOP and agreed lead time
Team Leader / Customer service & Operation Executive (Ocean Export)
DAMCO INDIA PVT. LTD
12.2015 - 05.2023
- Provided overall direction, set goals for the escalation department, and established norms and standards of practice
- Responded to crisis and emergency situations with patience and proper communication, resulting in a successful de-escalation
- Coached, onboarded, and gave training to direct and lateral staff
- Provided feedback based on established KPI metrics to help realize overall business goals
- Conducted regular one-on-one sessions with team members, boosting team morale
- Collaborated with senior leads to adopt best practices, improving overall team efficiency
- Direct team members to follow SOPs and use allocated resources to deliver seamless service to the customer
- Contribute to a cross functional operations team to build strong collaborative working relationships which deliver solutions to immediate issues and identify ways in which performance can be improved
- Manage the reporting of all receipts and dispatches for nominated Logistics accounts
Assistant Manager Customer service (Ocean Export)
DHL GLOBAL FORWARDING PVT. LTD
08.2014 - 12.2015
- Ensuring customer satisfaction by achieving Delivery & service quality norms
- Attending to clients concerns, queries & grievances and undertaking steps for effectively resolving them
- Maintaining excellent relations with clients to generate revenues for further business
- Streamlined the Communication & Supply Channel resulting in timely flow of correct information leading to substantial cost savings
- Liaising with buyers / consignee towards PO's, confirmation from vendors for cargo booking and readiness
- Taking booking from the Lines and issuing the D/O to the customers on time
- Follow up with the customers for pick-up of container against D/O issued
- Follow up with the customers for timely submission of their documents and Bill of ladings
- Providing the customers with stuffing and loading confirmation of their cargo
- Functioning as Co - ordinator of customers and operations
- Preparing and sharing customer daily DSR
- Collecting and providing timely information of stuffing, loading, status of every shipment from co-loaders
- Updating the clients about transshipment details and delivery status of their cargo
- Handling Nomination shipments & Imports Customer service
- Handling Cross trade biz
- Coordinate with CFS team for cargo receipt for LCL shipments
- Create/ Update load plan for shipments in the system
- Handled the tasks of coordinating daily shipping activities and maintained good relationship with partners, customers and shippers
- Assisted customers in completing formalities like booking, boarding, removal and lifting of goods
- Ensured that the contractual deadlines are met and targets are achieved
- Zero Penalties & Ensure Zero Defect Level of documentation
- Coordinate with VAS team to ensure timely issue/query resolution
- Troubleshoot and resolve operational issues / escalations
- Monitor corrections required and data quality in invoice
Team Leader / Customer service & Operation Executive (Ocean Export)
DAMCO INDIA PVT. LTD
07.2011 - 03.2014
- Retrieve booking information saved by Customer Service (3 - 4 times) daily
- Plan and execute the booking request & liaison Customer service for any additional info
- Update shipment booking file in the system with additional information
- Liaison with relevant stakeholders for execution of various services like CHB, Trucking & Insurance
- Terminate / delete the job if commodity, country compliance/ rules not met
- Create & Send pre-advice to Destination & Register approval of pre-advice
- Register the carrier booking details in the system
- Confirm booking with carrier details / DO to Customer service / Customer
- Coordinate with CFS team for cargo receipt for LCL shipments
- Create/ Update load plan for shipments in the system
- Update systems and create draft HBL/ MBL & send for verification
- Amend HBL/MBL if required and prepare the final HBL/MBL
- Inform Customer Ser that HBL is ready for printing
- Submit pre-alert to the destination
- Create Cost & Rev
- Estimates
- Trigger upload of estimates to FACT
- Create invoice and dispatch the same to Customer/ Customer Service
- Receive vendor Invoice from carrier booking associate, verify & report incorrect invoices
- Trigger vendor PO from Kewill
- Lead the team of Ocean Operations Associate & enhance employee engagement
- Perform Soft Closure for the job
- Coordinate with VAS team to ensure timely issue/query resolution
- Troubleshoot and resolve operational issues / escalations
- The cost and sell rates to be reported to finance department for ICB updates
- Monitor corrections required and data quality in invoice
- Issue Credit note if required & transfer the details to FACT
Sr. Executive Customer Service (Ocean Export)
SAMSARA SHIPPING PVT. LTD
11.2009 - 01.2011
- Issuing bookings to clients
- Follow up with the customers for pick up of container against D/O issued
- Follow up with the customers for timely submission of their documents and Bill of ladings
- Closing jobs for every B/L instruction received in system
- Providing the customers with loading confirmation of their cargo
- Functioning as Co - ordinator of customers and operations
- Preparing Daily report of current bookings
- Updating the clients about transshipment details and delivery status of their cargo
- Handling Nomination shipments
- Updating respective agents on every routing order
- Handling Cross trade biz
- Obtaining Haz approvals from principals and feeder operators
- Reporting Management on transshipment reports
- Following with clients for submission of NEFT/RTGS submission
- Reporting Management on NEFT/RTGS reports
Sr. Customer Care Executive (Air Export & Sea Import / Export)
RUSHMI LOGISTICS PVT. LTD
01.2005 - 10.2009
- Taking booking from the Lines and issuing the D/O to the customers on time
- Follow up with the customers for pick up of container against D/O issued
- Follow up with the customers for timely submission of their documents and Bill of ladings
- Providing the customers with stuffing and loading confirmation of their cargo
- Functioning as Co - ordinator of customers and operations
- Preparing Daily report of current bookings updation
- Collecting and providing timely information of stuffing, loading, status of every shipment from co-loaders
- Updating the clients about transshipment details and delivery status of their cargo
- Handling Nomination shipments & Imports Customer service
- Handling Cross trade biz
Executive Assistant to the Director
Govan Industries India Pvt. Ltd
04.2003 - 12.2004
- Company Overview: Govan Industries is an Australia based company, it’s a manufacturer and exporter of explosion proof engineering material exporting it to majorly Saudi Arabian countries
- Collecting Production reports from the factory outlet at Umergaon
- Dealing with the dispatch of the consignment and the documentation of the same from the client’s side and the consignee
- Being a secretary and executive Assistant to the director I handled the total operations smoothly in line with the company’s requirement
- Preparing the total reports of the dispatching activities, co-ordinating with the clients from various destinations for the same
- Managing internal office administration
- Govan Industries is an Australia based company, it’s a manufacturer and exporter of explosion proof engineering material exporting it to majorly Saudi Arabian countries
Telemarketing Executive
egurucool.com
06.2001 - 03.2003
- Company Overview: egurucool.com dealt with the manufacturing and marketing of educational softwares for CBSE students
- Worked as a Telemarketing Executive for selling educational softwares manufactured by the company
- As Telemarketing personnel, I could achieve my given targets
- While working, I could sharpen my marketing skills in understanding client’s psychology & accordingly catering to them
- As a customer service executive providing prompt and courteous service, generated returned customers by offering attentive and personalized service
- Conveyed dignity and respect to customers, taking one extra step to provide more than one stop service
- Egurucool.com dealt with the manufacturing and marketing of educational softwares for CBSE students
Education
B’ Com -
Mumbai University
H.SC -
Sanskar College of Commerce
Malad, EastS.S.C -
ST. George English high School
Malad, EastSkills
- Empathy
- Problem solving Communication
- Active listening
- Patience
- Tenacity
- Adaptability and flexibility
Currentsalary
1,378,605/- lacs per annum (Cost to Company)
Personal Information
Marital Status: Married
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
Listening Music
Academicqualification
B’ Com Graduate, from Mumbai University., Sanskar College of Commerce, Malad (East), 54%, IInd class, ST. George English high School, Malad (East), 50%, IInd class
Professional Highlights
- Client Management
- Ensure customer satisfaction
- Quick learner and ability to work under pressure.
- Mentoring
- Relationship Management.
- Good motivator, enthusiastic and open to learn new ideas.
- Sound knowledge of recognizing and analyzing information problems.
- Ability to handle multiple tasks.
- Effective communication and interpersonal skills
- Active listening and empathy
- Time management and prioritization
Timeline
Senior Customer Experience Consultant ICX - Industrial and SPC
MAERSK INDIA PVT. LTD
06.2023 - Current
Team Leader / Customer service & Operation Executive (Ocean Export)
DAMCO INDIA PVT. LTD
12.2015 - 05.2023
Assistant Manager Customer service (Ocean Export)
DHL GLOBAL FORWARDING PVT. LTD
08.2014 - 12.2015
Team Leader / Customer service & Operation Executive (Ocean Export)
DAMCO INDIA PVT. LTD
07.2011 - 03.2014
Sr. Executive Customer Service (Ocean Export)
SAMSARA SHIPPING PVT. LTD
11.2009 - 01.2011
Sr. Customer Care Executive (Air Export & Sea Import / Export)
RUSHMI LOGISTICS PVT. LTD
01.2005 - 10.2009
Executive Assistant to the Director
Govan Industries India Pvt. Ltd
04.2003 - 12.2004
Telemarketing Executive
egurucool.com
06.2001 - 03.2003
B’ Com -
Mumbai University
H.SC -
Sanskar College of Commerce
S.S.C -
ST. George English high School
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