Sunil Bhatia
Mumbai,India
Summary
Experienced shipping customer service professional with 16 years of success in achieving KPIs and improving operational processes. Specializes in process engineering and continuous improvement, utilizing innovative problem-solving to enhance efficiency and production quality. Committed to delivering resource-optimizing solutions that reduce costs. Seeking opportunities for career advancement and knowledge diversification.
Overview
2026
2026
years of professional experience
2010
2010
years of post-secondary education
Work history
Process Engineer
Maersk Global Service Centre
Navi Mumbai, India
09 2024 - 2026.02
- Assisted in driving operational excellence within logistics and supply chain E2E processes across products and domains.
- Identified inefficiencies and proposed automation solutions.
- Supported continuous improvement initiatives using lean, Six Sigma Maersk model methodologies.
- Collaborated on LCL file management project to enhance auto-costing performance with TCM and area colleagues.
- Created & deployed issue resolution flow map for tracking real-time issues and driving solutions in alignment with action owners FPO, Tech and Platform owners.
- Provided timely feedback to FPOs to aid in project alignment with process academy.
Sr. Team Leader in LCL Process
Maersk Global Service Centre
Navi Mumbai
02 2022 - 2024.08
- Managing LCL Team of Nordics Area, Southwest Europe Area and Inter Company Billing Process for Maersk Logistics Entity Globally.
- Working knowledge of Cargowise -
- Contributed in UAT testing of Cargowise for AIR/LCL process replacing TMFF system. Identified and shared insights with Product team for Invoice failure reasons/RCA to further Improve the process and reduce the SAP interface issues.
- Handling of Key Ops & Finops Tasks in Cargowise -
- Processing of Export/Import Job Creation Estimating Revenue and Cost, Invoicing, ICBs and Workflows.
- Co-ordinating with Area and Product team Colleagues for Standard IOP/SOP and process flow mapping
- Validating CM1 Check cargo wise reports from and ensuring Jobs are in Positive GP.
- Performing Finops Month end closing activity and Profit and Loss reconciliation
- Collaborating with Finance RTP team for Vendor Supplier Invoices clearance.
- Ensuring to meet KPIs, Invoice timeliness and accuracy and Soft Close Jobs.
- Auto-rate of Revenue and Cost Improvement project, working with TCM team on rate card management and customer database creation.
- Ensuring and coordinating with TCM team that rates are updated in Global Price Management system for all clients.
- People & Performance Management
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Fostered positive employee relationships through communication, training and coaching.
- Recognized exceptional individual performance for improved motivation.
CI - Continuous Improvement Team
Maersk Global Service Centre
Navi Mumbai
03 2016 - 01 2022
- Key Projects delivered - Invoice Quality, Unbilled Sales Order (UBSO), Contacts per shipment, CER/Proactive care, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Transport plan change communication (TPCC),
- Maintained high-level performance against all dimensions of quality systems to meet customer requirements.
- Identified corrective and preventative action for quality issues through complete failure investigations.
- Analysed quality metrics and performed managerial reviews, recommending action plans to close operational gaps.
- Drive continual improvement of quality standards, systems and procedures to meet key business objectives.
- Defined and implemented quality standards across production processes, enabling improved outcomes.
Sr. Specialist in Doc & BPI Process
Maersk Global Service Centre
Navi Mumbai
12 2009 - 02 2016
- Manifestation of Bills of Ladings from MDWS/CSED workflow system in FIFO basis
- Coordinating with Customer Service front office colleques and customers for missing details on Shipping Instructions.
- Managed projects, defining and implementing strategic deliverables, milestones and schedules.
- Reviewed and improved customer materials in alignment with established standards and OD3CP validation.
Customer Service Executive
Reliance Communications
Navi Mumbai
06 2008 - 06 2009
- Attending calls of inbound customer care prepaid Maharashtra Circle
- Escalation calls of CRBT Caller Ring Back Tune.
- Responded to customer queries and provided excellent customer service.
- Cross-trained and backed up other customer service managers.
Executive
ICICI Bank Home Finance Ltd
Mumbai
09 2006 - 01 2008
- Clearing of Inward Cheques of Mumbai Region at Regional Processing Centre Mumbai
- Uploading RBI Files in Finacle system.
- Provided customers with outstanding service, extending relationships for future business opportunities.
Education
MBA - Logistics & Supply Chain Management
Dy Patil University
Navi Mumbai 2023.06 - 2025.06
Post Graduate Diploma - Shipping & Port Management
NMIS
Mumbai 2011.04 - 2013.03
B.COM - Commerce
Mumbai University
Skills
- Project planning and coordination
- Problem - Solving
- Team Motivation and Leadership
- Continuous Improvement
- Analytical Thinking
- Business Administration
- Performance Improvement
- Adaptability and Flexibility
Accomplishments
- AI Controls automation - Successfully delivered DND, OTC controls benefits realized - $3m in 2025
- Auto-costing Improvement - Auto costing in CW1 Improved for GCA, SEA and MEK area by 40%
- Cargo wise Automation - Auto rating of Top Volume contributors Improved to 95℅
- Standardization and Simplification project for LCL process successfully delivered with limited process exceptions.
- Successfully completed Becoming a Maersk Leadership Programme in 2023
- Achieved Star Awards for below Initiatives -
- Contacts reduction project by 10℅ for all BOM areas in 2021
- Improving UBSO Globally and ISR reduction in 2020
- Awarded for Best Contributor in Pro-active Care and Doc automation Project
Timeline
MBA - Logistics & Supply Chain Management
Dy Patil University
2023.06 - 2025.06
Post Graduate Diploma - Shipping & Port Management
NMIS
2011.04 - 2013.03
Process Engineer
Maersk Global Service Centre
09 2024 - 2026.02
Sr. Team Leader in LCL Process
Maersk Global Service Centre
02 2022 - 2024.08
CI - Continuous Improvement Team
Maersk Global Service Centre
03 2016 - 01 2022
Sr. Specialist in Doc & BPI Process
Maersk Global Service Centre
12 2009 - 02 2016
Customer Service Executive
Reliance Communications
06 2008 - 06 2009
Executive
ICICI Bank Home Finance Ltd
09 2006 - 01 2008
B.COM - Commerce
Mumbai University