SAJAN GOPAL

▪ Responsible for Quality and Process Improvement

▪ Operations Monitoring and Support

▪ Centralized reporting support for countries around the world

▪ Dangerous goods support

▪ Managing a team of 4 in a busy working environment

▪ Innovation and creative thinking based solutions

▪ Headed weekly Service Excellence Board meeting (in the absence of Manager)

▪ Conducted forecasting to determine possible changes and issues for supply chain business.

▪ Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.

• Managed the team of 18 employees (at its peak) in a busy work environment.

• Centralized Reporting and Paperwork Digital upload for the countries in SEMEA Region

• Setup Export Controls team to screen 'Potential Denied Party' Individuals and Organization for the countries in AMEA Region

• Lead the Customer Support (Internal customer) team and reshuffled/optimized the process

• Setup a team to support 3PL operations for CISCO equipments storage and distribution to support countries in ME and Africa

• Represented operations in many forums, and one being the Monthly Management meeting where I talk about the performance, root cause of failures, action plan etc. (this call attended by 20-25 people from the MEISA Associates Management with regional representation. • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives. • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.

• Assisted the GBS (Global Business Services) team in migration of few process from TNT to FX post the FX's buyout of TNT.

• Handled 4 migration projects related to 'Service Quality, Customer Service, Export Controls, & Corp Data Maintenance profiles.

• Partnered with vendors and suppliers to effectively manage and budget.

• Advanced productivity KPIs by leading trainings on procedures and safety practices.

• Spearheaded department training for appraisals of new components.

Duties:

• Establish and implement departmental policies, goals, objectives, and procedures.

• Creating, managing and analyzing performance data and other information.

• Ensuring that capacity and capability are continually planned.

• Encouraging, identifying and developing best practice strategy.

• Ensuring compliance to all Environmental Health & Safety goals & objectives.

• Producing Operations manuals and working closely with the Various Departments

Job Responsibilities

▪ Training MEISA Countries on OPS related activities, policies and procedures

▪ Downloading latest company policies and procedures

▪ Compiling & reporting of Escalations - Inbound

▪ Weekly analysis of service performance and send to Management.

▪ Weekly analysis on late delivered cons to Associate countries

▪ Facilitating Receiver Pays business in MEISA countries

▪ Adherence to WWSM (worldwide sector maintenance) standards and to keep errors below 0.1% of Total Imports

▪ Undertaking XBB (Cross Border Collection Requests)

▪ Track & Trace for countries that do not have systems

▪ Intervening in case of issues for import consignments

▪ Forwarding service related Global Broadcast messages to countries

▪ Reduce Destination Controllable Failures

▪ Arrange to send Worldwide Broadcast

▪ Destination On time Performance

▪ Daily checking of Outstanding Cons

▪ Maintaining Locations master-file, Collection and delivery durations (OSC)

▪ Responsible for reducing the linehaul costs without affecting the service levels

▪ Budget for operations

▪ Responsible for the accuracy of associate country costs for deliveries and pickup

Key Highlights

▪ Trained Associate Countries on the Escalation Policies and Procedures, Track & Trace Application, and on correct updates of status

▪ Resolved issues related with Clearance in Associate Countries

▪ Awarded best region one delivery excellence campaign for Q2 and Q4 year 2004

▪ Introduced New Line hauls in Associates

▪ Helped in Transition of Kenya from an Associate to TNT Owned entity, trained them on Quantum, Propel, XBB bookings and other Operational process.

▪ Produced a framework on transition of associates

▪ Created back support resources workflow for associates

Job Responsibilities

▪ Inbound & Outbound shipments handling (processing shipments, printing relevant paperworks, capturing status codes, arranging deliveries and pickups, etc)

▪ Acting Operations Floor In-charge

▪ Handling Chemical and Electronic Shipments (to check if there are necessary paperworks and approvals available for export and to check if the chemical shipments DG labels are in place and to check Electronic shipments don't have a Battery attached to it)

▪ Responsible for On time Incident Reports (any issues involving the delays of shipments arrival and departure of reports should be recorded in a dedicated tool and normal lead time is 60 mins from incident occurred time)

▪ Handling Shipment manifesting tool

Key Highlights

▪ 100% achievement in ROM&O CA for two continuous weeks in February 2004

▪ Reduced Unsendable shipments count to single digit count

▪ Helped Maintaining Data Quality to the Target

Job Responsibilities

• Gathered, organized and modeled data to assist management in making key decisions.
• Managed and maintained file system covering expenses, reports and support documentation.
• Assisted operations manager with planning of routine operations and special projects.
• Assisted with day-to-day operations of facility, including scheduling and customer service.
• Handled 'Unsendable and Undeliverable' shipment log
• Maintaining Stock Inventory (Operations Consumables)
• Failures and Incident Reporting tool maintenance
• Daily operations activity report to 'Regional Manager'

Key Highlights

• Appreciated for lowest number of issues (missed pickups, left behind shipments, damaged shipments handling and reporting etc) for a month in the year 2002
• Instrumental for the success in achieving (for the first time) 100% in processing the manifesting system ontime in the year 2003
• Increased the number of shipments that arrive on second half of a day in location and yet attempted delivery to meet 'same day delivery' KPI.

Job Responsibilities

▪ Carried out day to day Pickup and Delivery Activities

▪ Delivering/Collecting Monthly Invoice Payments to/from Customers

▪ Selling 'Value Added Products' to customers when on Pickup

▪ Handling Inbound related Activities (Receiving Bags, Sorting, Route Preparation, Produce Run-sheet, etc)

▪ Handling Inbound undeliverable shipments (maintain log of shipments and hand-over the cases to Customer Service for their followup)

▪ Maintaining Customs Duty Register (Manual register having information on list of shipments having customs duty levied and the customer payments)

Key Highlights

▪ Helped Credit Control team to achieve their Targets on Collections

▪ Achieved target of selling Premiums to Customers

▪ Business development through sales leads

▪ Maintained LNN KPI target

▪ Awarded best GSA (Ground Service Assistant) for two years during my tenure.

• Delivered shipments (Normal Documents and highvalue shipments like Credit Cards) and monthly invoices to customer locations within specific timeframes.
• Met the pickup timeline and ensured the shipments are well available in the depot prior to the cutoff times to meet the connections.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Developed and maintained courteous and effective working relationships.

• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Worked flexible hours; night, weekend, and holiday shifts.
• Handled day-to-day pickup and deliveries, ensuring high levels of productivity and progression.
• Served customers in a friendly, efficient manner following outlined steps of service.

- Franchise Owner

- Daily Pickup and Delivery Arrangements

- Employee Log and Payroll

- Stationery and Stocks Maintenance

- Front office Management

- Sales calls / Customer Visits

- Accounts Management