Hi, I’m
Surbhi Sirsat
Ulhasnagar, Mumbai
Summary
Demonstrated success in working with vendors, customers and team members to meet tight schedule demands. Skilled at handling internal organization and inventory counts, resolving customer problems and working with suppliers to achieve objectives. Well-qualified,proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
8
years of professional experience
Work History
Aramex
Customer Success Specialist
05.2020 - 06.2022
Job overview
- Assisted customers with setting appointments, shipping and special-order requests, and arranging merchandise pick-up at other locations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Eliminated process lags by overseeing in logistics assets to fulfill customer demand.
- Achieved and maintained customer loyalty by forging long-term relationships based on prompt and courteous service.
- Supported senior company leaders by delivering reports outlining performance to drive process improvements.
- Managed intermodal domestic and overseas import/ export operations on average per day.
- Coordinated with freight forwarder to provide vendor shipping details and obtain shipping updates.
- Reported emergencies, weather delays and carrier schedule changes to customers and supervisors.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
- Minimized process discrepancies by spearheading budget, supervising staff and controlling inventory and supply management.
- Issued timely and accurate responses to both internal and external inquiries.
- Tracked and managed transfer paperwork such as packing lists.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Coordinated dispatching of drivers to accomplish daily delivery requirements.
- Used in-house tracking system to schedule shipments of goods to customer warehouses.
DHL Supply Chain Limited
Logistics & Supply Chain Analyst
05.2018 - 12.2019
Job overview
- Managed system support functions to set priorities and service levels expectations.
- Set minimum and maximum inventory levels based upon business history and need.
- Tracked supply, equipment and product inventory quantities to maintain necessary levels.
- Solving customer queries quickly, keeping a record of complaints and escalating to relevant others when needed.
- Led supply chain improvement efforts through management of carrier relationships, customs activities and international security measures.
- Analyzed real-time customer histories to identify issues and anomalies before problems occurred.
- Compiled and analyzed data, presenting updates on sales and supply chain requirements.
- Solved complex problems for senior leadership to execute on-time and under-budget projects. Process transactions, enter orders and raise invoices.
DTDC E-commerce logistics Ltd
Executive
10.2016 - 01.2018
Job overview
- Keeping track on client's shipments and report them on time to time.
- Updating client for daily MIS Report and Remittance report.
- Preparing MIS Report/ TAT Breach report/ Master file for client and self reference.
- Providing DRS/ POD copy when required, making sure the update in system get done from ops team on time basis so can release the COD remittance to client.
- Working on NDR file, updating client for sales tax issues and approving the same from them.
- Increasing the business from client with better service.
- Maintaining the brand of company with better service and provide more service sources.
- Understanding the clients queries and make sure to resolve on prior.
- Updating client with upgrade in process and helping them to understand the same.
- Generated documentation and information required for customer shipments.
DU Telecom
Customer Service Specialist
02.2016 - 08.2016
Job overview
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Implemented marketing and sales campaigns to effectively brand DU telecom.
- Developed and utilized sales reports, helping leadership make key decisions and outperform operational targets.
- Leveraged proven sales methods to increase revenue by 56% and surpass sales objectives by 73%.
- Branded products through effective salesmanship and maintained long-term relationship with clients.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
- Set up appointments with potential and current customers to discuss new products and services.
- Boosted brand awareness, implemented promotional campaign and employed sales tactics for DU.
WNS Global Pvt.Ltd
Operations Executive
02.2014 - 09.2015
Job overview
- Preparing flight incident reports of British Airways to ensure the incident is not repeated again.
- Giving British Airways roster of Crew, Pilot and Co-pilot available for the day and how many are on spare as back up due to emergency.
- Monitoring flights and ensuring all the documents of the pilot and crew member are submitted before scheduled departure time which would delay flight and will cost BA millions of dollars.
- Generating backdated roster to the legal department for settlement during the crew resignation or termination of services.
- Updating crew assessment form which helps the BA to do the assessment online for the crew member.
- We would crew compliment from passenger we would check it is group or personal compliment and send the compliment as per the criteria which helps crew for their own assessment and appraisals
Education
NMIMSMumbai, Maharashtra
MBA from Supply Chain Management
06.2024
R.K. Talreja CollegeMumbai, Maharashtra
Bachelor of Commerce from Commerce
06.2012
Frankfinn Air Hostess Training Mumbai, Maharashtra
High School Diploma
06.2011
Skills
- Complaint resolution
- Key stakeholder
- Relationship building
- Creative problem solving
- CRM
- Operational Efficiency
- Shipping Documentation
- Vendor relationship
- Customer service skills
- Effective Customer Communication
- Staff Training
Languages
hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Success Specialist
Aramex
05.2020 - 06.2022
Logistics & Supply Chain Analyst
DHL Supply Chain Limited
05.2018 - 12.2019
Executive
DTDC E-commerce logistics Ltd
10.2016 - 01.2018
Customer Service Specialist
DU Telecom
02.2016 - 08.2016
Operations Executive
WNS Global Pvt.Ltd
02.2014 - 09.2015
NMIMS
MBA from Supply Chain Management
R.K. Talreja College
Bachelor of Commerce from Commerce
Frankfinn Air Hostess Training
High School Diploma
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