Surya Suresh
404, Mangalmurti Heights, 90ft road, Thakurli East, P.O.Dombivli
Summary
Offering over 7+ years of extensive experience in shipping industry, in customer service departments giving me a strong hold on, people & performance management, process & change management. I am a passionate people manager, committed to supporting organization deliver objectives with efficient utilization of resources.
Overview
8
8
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Associate Manager - Customer Service
CMA CGM Shared Service Centre (India) Pvt. Ltd.
06.2023 - Current
- Manage team worth 15 FTE.
- Check/Verify Individual Productivity & Accuracy numbers updated in the shared database.
- Maintain communication with counterparts in different locations and seek regular feedback on team's performance.
- Make sure Business Continuity & Disaster Recovery planning process as per procedures.
- Delivery of service level components, quality, and productivity targets as per QEM and other agreed strategic initiatives.
- Deploying users across shifts basis Volume inflow analysis.
- Ensure that the team members are cross trained in all the functions handled at Mumbai.
- Own and drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives.
- Develop/implement action plans to achieve desired performance levels.
- Prepare and analyze various reports including process dashboards and team performance reports and also responsible for publishing all the reports in a timely manner.
- Motivate team members through effective management, career development & implementation of reporting mechanism.
- Conduct performance appraisal for the team.
- Being a focal point for disseminating information from management to team and vice versa.
Team Leader - Service Delivery
Hapag Lloyd Global Services Pvt. Ltd
03.2020 - 03.2023
- Managed team worth 34 FTE.
- Project plan preparation, FTE computation, and staff deployment across shifts basis volume inflow analysis.
- Generation of Export Bills of lading for different regions according to the required specifications.
- Work closely with internal business centre across the global offices and compliance to all locations.
- Prioritization of bill of ladings by vessel sailing wise for all US ports
- Approving and validating manifest corrections in shipping documents for sailed vessels and future vessels
- Co-ordinate with customers in case of tariff expiry and any freight amendments.
- Ensure Proper Port closure & Customs for Advance manifest system follow-ups.
- Liaise with other teams to ensure that volumes for the entire Doc Team are at a minimum.
- Continuous engagement with stakeholders on the project progression and improvement.
- Accountable for KPI, Business performance, Process improvement.
- Working on weekly performance dashboard and discussing over the gap analysis with stakeholders to improve the performance to meet the commitment board Target.
- Workflow Tool Implementation.
- Cascading customer specific operating procedure (CSOP), to developers to incorporate all must have functionalities in the workflow tool aiming at reducing errors.
- Conduct performance appraisal for the team.
- Engaging team members in cultural/Team building activities to boost morale.
Coordinator/Sr. Coordinator Sales Quotation
Hapag Lloyd Global Services Pvt. Ltd
08.2016 - 02.2020
- Create quotes based on the request from Salesperson
- Make surcharges inclusive/subject to as per guidelines
- Review request with the originator of the request
- (Area Offices/Salespersons) in case of any missing information
- Create document of the quote and revert to area office
- Record/Update productivity for HLGS records in Excel Database
- Check and review personal productivity and errors on daily basis
- Make sure requests are actioned in a FIFO method and monitor TAT
- Prepare reports for stakeholders and send it to areas every week.
Education
Bachelor in Management Studies
Mumbai University
2016
Advanced Certificate in Foreign Trade
Indian Merchant Chambers
2014
Skills
Project Management
undefinedAwards
- Rising star award for Nov & Dec 2016
- Annual super star for year 2017 & 2019
- Fast Tracker for Jan 2019
- Best Presenter for the month of April 2019
- Guiding star award for grooming new joiners & able to make them achieve their target in a stipulated period
Certification
AI & Automation in MS Excel
Timeline
AI & Automation in MS Excel
05-2024
Power BI
05-2024
Associate Manager - Customer Service
CMA CGM Shared Service Centre (India) Pvt. Ltd.
06.2023 - Current
Team Leader - Service Delivery
Hapag Lloyd Global Services Pvt. Ltd
03.2020 - 03.2023
Coordinator/Sr. Coordinator Sales Quotation
Hapag Lloyd Global Services Pvt. Ltd
08.2016 - 02.2020
Bachelor in Management Studies
Mumbai University
Advanced Certificate in Foreign Trade
Indian Merchant Chambers
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