Saikiran Revankar

• Lead and manage the CRM, Customer Support, and Onboarding functions, ensuring exceptional customer experience throughout the client lifecycle.

• Drive client retention initiatives by maintaining strong customer relationships, addressing escalations, and ensuring consistent service delivery.

• Identify and pursue upselling and cross-selling opportunities, working closely with clients to maximize platform adoption and business value.

• Oversee onboarding of new clients, including implementation planning, user training, stakeholder coordination, and successful go-live execution.

• Manage customer support operations, ensuring timely issue resolution, SLA adherence, and continuous service improvement.

• Conduct regular client reviews, gather feedback, and collaborate with Product and Operations teams to enhance customer satisfaction and platform performance.

• Monitor customer health, usage trends, and engagement metrics to proactively mitigate risks and improve retention.

• Prepare management reports on customer satisfaction, onboarding progress, support performance, retention, and revenue growth opportunities.

• Monitor port call volumes and business performance trends, prepare monthly management presentations, and provide insights and recommendations to support strategic decision-making by Directors.

• Successfully acquired and onboarded two new clients, contributing to business growth and revenue generation through strategic business development initiatives.

· Managed stakeholder inquiries, addressing complex questions from business areas and vendors regarding disbursements.

· Provided key inputs & suggestions to the vendors' disbursement system enhancements.

· Reviewed and escalated approvals for account balance reconciliations, vendor invoice processing, on-site/off-site events, and memberships.

· Recommended and implemented solutions enhancing control and risk management processes.

· Collaborate with the Hub agents on various work groups/meetings/action plans.

· Play a key role in facilitating audits by working closely with the Hub agency and the team.

· Ensuring consistency to monitor results, and to assure compliance with DA audit principles.

· Maintaining utmost professionalism when servicing stakeholders internally and externally.

Led and participated in meetings and task forces to address process-related issues, providing information and recommendations to diverse audiences.

Managed operational teams and enhanced the development and ongoing performance of subordinates while driving strategic workforce management principles.

· Raise emerging risks early.

• Led CRM, Online Operations, and Tanker Management teams, overseeing customer service, DA processing, and operational performance across multiple shipping segments.

• Managed customer and agent relationships, driving client satisfaction, retention, and strategic engagement.

• Collaborated with senior leadership on business planning, process improvements, system enhancements, and operational strategy.

• Ensured quality assurance, SLA compliance, workload allocation, and timely resolution of operational issues.

• Delivered user training, identified development needs, and recommended technology and process improvements.

• Monitored operational KPIs, customer performance, and productivity metrics to drive continuous improvement.

• Prepared MIS, SLA, volume, and customized management reports to support informed decision-making.

• Coordinated with operators, agents, vendors, and stakeholders to ensure seamless service delivery.

• Conducted Proforma DA and Final DA screening to ensure accuracy, compliance, and cost control.

• Conducted Proforma DA screening to ensure accuracy, compliance, and cost control.
• Conducted Final DA screening to ensure accuracy, compliance, and cost control.

• Managed port agency operations, including Port, Customs, Immigration, and Port Health clearances for vessel calls.

• Coordinated vessel berthing, unberthing, and port stay activities to ensure smooth port operations.

• Liaised with principals, charterers, shippers, and port authorities, maintaining effective communication and operational coordination.

• Served as a nominated officer in the branch ISO team, supporting quality management, compliance, and continuous improvement initiatives.

• Managed port agency operations, including Port, Customs, Immigration, and Port Health clearances for vessel calls.

• Coordinated vessel berthing, unberthing, and port stay activities to ensure smooth port operations.

• Liaised with principals, charterers, shippers, and port authorities, maintaining effective communication and operational coordination.