Santhosh S

• Company Overview: Ship7 is a leading virtual mailbox and parcel forwarding service, providing customers with secure US, UK, and Turkey-based addresses for their international shopping needs
• Our services allow customers to shop from popular retailers like Amazon and eBay, have their purchases shipped to our warehouse, and then forward to destinations worldwide
• We also offer fulfillment services tailored to our customers’ needs, ensuring efficient, global delivery from our strategically located warehouses
• Coordinated daily task distribution, working closely with the warehouse team to ensure timely completion and adherence to deadlines
• Handled and maintained monthly, quarterly, half yearly and yearly KPI reports for the work process & assigned targets to the team members accordingly
• Organized and led weekly, monthly, and quarterly calls with the management, operations, and sales teams to discuss business improvements, address current issues (such as workflow bottlenecks or staffing needs), and mitigate any impact on project timelines
• Trained and onboard new team members for the Customer Service team, ensuring they were fully equipped to meet performance standards
• Handled customer reviews on platforms like Google review, Trustpilot.com, and SiteJabber.com actively working to resolve concerns and, when possible, encouraging customers to reconsider negative reviews
• Monitored and advised the team on customer interactions across social media platforms (Facebook, Instagram, YouTube, Twitter), ensuring timely and consistent responses to customer inquiries
• Provided constructive feedback and training through quality monitoring, supporting the development of trainees and customer service executives
• Managed escalated and unique customer inquiries daily, performing detailed research and offering solutions to ensure high customer satisfaction
• Maintained exceptional customer service standards, adapting staffing to meet call volume demands as required
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills and ensure to meet the internal SLA.
• Coached team members in techniques necessary to complete job tasks.
• Worked different stations to provide optimal coverage and meet production goals.
• Assisted in recruitment to build team of top performers.
• Generated reports detailing findings and recommendations.
• Conducted regular reviews of operations and identified areas for improvement.

• Educated new customers on Ship7’s process and procedures, providing instant shipping rates to their destinations and encouraging free registration on the Ship7 website
• Assisted customers with placing orders at online stores, guiding them on using our US, UK, and Turkey warehouse addresses for seamless shipping
• Collaborated with our warehouse teams (US, UK, and Turkey) to ensure accurate package updates under customer accounts for items from various popular retailers (e.g., Amazon, eBay, Michael Kors, Sephora, Ralph Lauren, Nike, Tommy Hilfiger)
• Addressed customer inquiries promptly via Zoho live chat, email, and ticketing systems, resolving queries within established time frames
• Effectively managed high volumes of inbound and outbound calls to maintain strong customer relationships and satisfaction
• Provided additional value-added services, including extra photos, bubble wrap, protective stickers, and customized consolidation and repacking options, while advising customers on estimating shipping rates via the Ship7 cost calculator
• Guided customers on using the Ship7 website to place shipping orders for their packages
• Generated shipping labels through remote APIs and manually on carrier websites (DHL, FedEx, Aramex, UPS), ensuring efficient and accurate shipments to customer destinations
• Advised customers on selecting insurance options to secure refunds in case of package loss or damage, ensuring they had comprehensive protection for valuable items
• Leveraged partnerships with multiple carriers (DHL, FedEx, Aramex, UPS, USPS) to offer competitive shipping rates, optimizing value for customers
• Coordinated with carrier customer service on delivery delays or customs issues, resolving problems on behalf of customers to ensure timely and successful deliveries
• Filed claims for lost or damaged packages on behalf of customers, pursuing full refunds and ensuring reimbursement for the customer
• Assisted customers by handling restricted items by coordinating returns to the original seller or arranging domestic shipping when items did not meet IATA and ISTA guidelines.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

• Possess in-depth knowledge of standard policies, procedures, and practices related to ship chandling, oil and gas refineries, and United Nations Global Marketplace tenders
• Actively participated in open bidding for United Nations tenders, securing awards in multiple tenders through competitive and comprehensive submissions
• Prepared and submitted quotations tailored to vessel requirements, coordinating prompt delivery of supplies to vessels docked at UAE and Oman ports
• Organized materials and collaborated closely with the logistics team to efficiently ship items from Dubai to various ports
• Generated essential documents, including packing lists, delivery notes, and invoices, ensuring all order documentation was accurate and complete
• Specialized in procuring and supplying a diverse range of items for vessels, covering deck, engine, cabin, safety, electrical, and provision supplies
• Initiated and scheduled meetings with new shipping companies in the UAE to build business partnerships and expand client networks
• Applied advanced negotiation skills when sourcing goods from UAE suppliers and international markets such as China and Japan, securing favorable pricing and quality
• Coordinated deliveries across UAE and Oman ports and liaised with local port agents in Saudi Arabia and Qatar, successfully completing multiple shipments
• Conducted follow-ups with clients to provide updates on submitted quotations and ensure timely payments for outstanding dues
• Arranged port gate passes for seamless delivery of purchased orders to all UAE ports
• Thoroughly knowledgeable in terms and conditions across all UAE ports, ensuring compliance and efficient operations

• Possess comprehensive knowledge of mortgage loan operations, policies, and procedures across multiple departments
• Skilled in developing and implementing competitive loan services and programs that align with market needs
• Conduct quality control for all loans, ensuring they meet company standards and minimizing defect rates
• Experienced in processing both conforming and non-conforming loans, with in-depth knowledge of Fannie Mae and Freddie Mac guidelines
• Provide critical support to loan officers and underwriting teams, ensuring timely, accurate, and efficient mortgage processing
• Review and verify key borrower information, including income, credit history, employment verification, property appraisals, and title insurance, preparing applications for underwriting submission
• Recommend denial of loans that do not meet established standards, supporting risk management efforts
• Submit mortgage loan applications for underwriting approval and forward approved files to the loan closing team
• Created and processed liquidation tickets for servicing, ensuring accurate handling of borrower accounts
• Investigated and prepared detailed payoff statements for borrowers using Fiserv and LARS applications
• Processed both external and internal payoffs for existing mortgages and lines of credit with precision
• Documented all accounts payable transactions to maintain accurate financial records
• Managed invoice collection and coordinated payment approvals, streamlining accounts payable processes

GPA: 6.69 CGPA

GPA: 51 %

GPA: 59.81 %