Sameena Beguwala

• FMC/VIP (January 2016 - April 2016)
• Maersk Make Offer (May 2016 - April 2018)
• Safmarine SCOPE (EME/SCA/ Export Doc/Centralized EUR Booking) (May 2018 - September 2020)
• Sealand Maersk iOTCS (ECE/RUS/Germany/Poland/CRVR) (October 2020 - Current)

Highlights:

• Leadership resulted in a new team's (with 70% new colleagues) increase in NPS from 7 to 36 in a single quarter and high Employee Engagement Survey ratings, leading to "Safmariner of the Year" 2018/19 (EME) award.
• Demonstrated people leadership by managing teams (20+ members) across functions, brands, and geographies.
• Boosted employee engagement for a new team from the 17th to the 71st percentile, a 300% improvement. Previous team scored at the 91st percentile.
• Collaborated with cross-functional teams (Area, GSC, Customers) covering a maximum of 4-5 focused countries at a time while handling central teams that cover Europe and Mediterranean regions.
• Achieved customer effort reduction, internal efficiency gains, and process improvement through-
• Increased booking automation success by 13% and cut customer effort by 18% for top drivers.
• Reduced handling time for chat from 16.57 to 12.73 minutes, and improved CSAT from 89% to 96% within 10 weeks.
• Automation initiatives, e.g. for quotes automation, the team supported automation in Maersk during the initial development phase achieving adoption of 70%+ with an end-to-end success of 75%+.
• Managed Advanced Cargo Information Declaration (ACID) coordination for Egypt in the Mumbai GSC site, increasing compliance from 65% to 95%.

Achievements/Highlights:

• Demonstrated expertise in leading WFM engagements for over 1000 FTEs across verticals, resulting in significant cost savings through initiatives such as improving seat and resource utilization and hiring optimization.
• Recipient of the “Best WFM” award twice, with notable achievements including a project resulting in a 12% reduction in seat utilization and approximately USD 1.01 million savings.

Group Leader March 2010 – March 2011

Team Leader November 2005 – March 2010

• Managed teams providing technical support for leading Telecom and Computer Manufacturer clients.
• Team administration of up to 20 - 25 agents as a supervisor, including performance management, career development, coaching, counseling, and customer escalations.
• Owned additional site initiatives like cross-team coaching, knowledge management portal, and employee engagement activities.

Achievements:

• Transition / Process Pilot: Selected as part of the pilot team for account transition, with accountability for the process transition of the initial batch from training to OJT and subsequently on the operations floor.
• Floor Team: Ranked in the top performance board for technical resolution and balanced scorecard rankings.
• Awards: Received the Best Team Manager award by the CEO and Director of the client organisation, Best TL (Overall Performance) for FY07 Q3 and FY08 Q2, and Best TL (Customer Experience) for FY08 Q1.

Key Points:

• Technical support for desktop/laptop hardware and OS support.
• Received Best L2 for FY05 Q4 for delivering high-quality work, exceeding targets and demonstrating technical expertise and leadership.
• Ranked Top 5 on stacks due to team's exceptional performance on metrics, process improvements, collaboration and effective leadership.