Summary
Overview
Work History
Education
Skills
Other Information
Reading, music and crosswords.
Timeline
Generic

Sushmita Anand Shukla

Ports and Terminals
Mumbai,Maharashtra

Summary

Performance-driven with 23 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

23
23
years of professional experience
5
5
years of post-secondary education
5
5
Languages

Work History

VP - Liner Commercials - P & T, SCO & MENA

DP World RO
06.2018 - Current
    • Analyse business performance, forecasts and strategies to assist shareholders in securing business.
    • Used market insights to capitalize on key business opportunities for new advantageous, profitable long term partnerships.
    • Monitor industry trends, keeping a roving eye on latest changes and competition in industry.
    • Responsible for Revenue and EBITDA margins for the region.
    • Negotiate high-value contracts that maximized profitability while mitigating risks for the organization.
    • Collaborate with legal, accounting and other professional teams to review and maintain compliance with regulations.
    • Cultivate strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.

Senior Manager-Marketing/Corporate Communications

Bharat Mumbai Container Terminals Pvt Ltd – PSA
09.2017 - 05.2018
  • Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Carried out and developed social media, e-blast and public relations campaigns.

Senior Manager-Marketing/Corporate Communications

Chennai International Terminals Pvt Ltd (CITPL) – PSA
11.2008 - 09.2017
  • Chennai International Terminals is a 100% subsidiary of PSA International of Singapore who is a global leader in the ports and terminals business.
  • Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
  • Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
  • Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Increased customer satisfaction with timely project deliveries and seamless communication.
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Won the Woman Professional of the Year award at the 9th South East Cargo & Logistics Awards held in Chennai and also won the WISTA India Personality of the Year - 2017

Customer Service / Marketing

Chennai Container Terminal – DP World
09.2006 - 05.2008
  • CCT is India's leading Marine Container Terminal on the East Coast of India, now a subsidiary of DP World – one of the world's largest Container Terminal Operations company.
  • Developed comprehensive reports on campaign performance, identifying key metrics for management review.
  • Successfully managed multiple projects simultaneously under tight deadlines while maintaining a keen attention to detail.
  • Streamlined internal processes by implementing efficient workflow systems and documentation methods.
  • Analyzed sales data to identify trends and opportunities for future growth in the market.
  • Provided primary customer support to internal and external customers.

Operations / HR

Nhava Sheva International Container Terminal – DP World
09.2005 - 09.2006
  • NSICT is India's leading Marine Container Terminal, now a subsidiary of DP World – one of the world's largest Container Terminal Operations company.
  • Performed administrative and customer service functions by responding to general employee inquiries, addressing employee relations issues and scheduling meetings.
  • Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
  • Provided updates on HR policy changes to employees to satisfy compliance and state laws.
  • Collaborated with stakeholders across organization to maintain proper flow of communication and execution of planned initiatives and projects.

Assistant Manager, Customer Care Centre, INDIA

AP Moller – Maersk Group (APMM) / Maersk Container Business (MCB)
07.2003 - 11.2004
  • The AP Moller-Maersk Group is the world's largest Liner Transportation and Multimodal Logistics Group
  • Planned and Set-up the CCC by recruiting, training, mentoring and managing 25 people in the CCC. Served as liaison between agent recruitment and Human Resources by coordinating testing, interviewing, selecting, and integrating new recruits into the CCC.
  • Managed allocation of Customer Care agents to various regions and decided on agent's performance for their future assignments by conducting extensive performance appraisals.
  • In 15 months with the team, reduced the percentage of abandoned or incomplete customer calls from 55 % to 4.5 %, below the management's target of 6%, increasing accessibility to clients.
  • By extensively process-mapping Customer Service procedures, created and implemented all standard operating & administrative procedures for the CCC. By gathering internal and customer feedback through questionnaires and extensive interviews, modified and improved procedures to improve customer satisfaction.
  • Coordinated, supervised, and implemented a nation wide ITES (Information Technology Enabled System) based Customer Service System in 4 phases in 10 locations across the country. Traveled extensively to various locations to implement and train other users on the system.
  • Monitored, maintained and managed data quality and system & agent performance, and provided weekly reports to Service Delivery & Regional Management.

Management Trainee / Senior Executive

Cochin / Mumbai, INDIA
06.2001 - 06.2003
  • Joined Maersk out of Business School, and entered the prestigious training and leadership development program MISE.
  • From June 2001 to June 2002, worked in the Reefer (Refrigerator Containers) Sales & Customer Service team based in Cochin, one of India's largest sea-food and frozen produce export locations.
  • Developed business by identifying new clients, while maintaining an existing client base. Marketed the Line's service to customers through sales calls, tele-sales measures, trade fairs and exhibitions in and around South India.
  • Negotiated multiple trade-lane contracts with large customers and secured business over my one year spent with this team.
  • From July 2002 to June 2003, was part of the Customer Service & Documentation team at Maersk India's Global Shared Service Centre in Mumbai; and coordinated documentation and data quality issues for Maersk India's Northern, South Eastern and South Western Regional Operations.
  • Managed key clients like APL Logistics, Excel-Global and Maersk Logistics and personally ensured supreme data quality & trade document standards

Education

MICS – Member of Institute of Chartered Shipbrokers - Chartering And Logistics

Institute of Chartered Shipbrokers
United Kingdom
11.2011 - 11.2011

MMS – Master of Management Sciences, Finance - 1st Class with Distinction - Master of Management Sciences

Chetna Institute of Management Studies
Mumbai
05.1999 - 06.2001

B.Sc – Bachelor of Science - Microbiology

Mumbai University, Jai Hind College
Mumbai
06.1995 - 06.1998

Skills

  • Business Acumen

  • Multitasking Abilities

  • Stakeholder engagement

  • Written Communication

  • Contract Negotiation

  • Competitor Trends

  • Industry Best Practices

  • Cross-Functional Collaboration

  • Regulatory Compliance

  • Annual Planning

  • Business Acumen

Other Information

English, Hindi, Marathi, Tamil, ICDL Qualified, MS Office, Sports, reading, music and crosswords, Europe (Denmark and Netherlands), Singapore, MICS, WISTA

Reading, music and crosswords.

I like to read literature, history and autobiographies.

I enjoy solving crosswords.

I like to listen to romantic songs.

Timeline

VP - Liner Commercials - P & T, SCO & MENA

DP World RO
06.2018 - Current

Senior Manager-Marketing/Corporate Communications

Bharat Mumbai Container Terminals Pvt Ltd – PSA
09.2017 - 05.2018

MICS – Member of Institute of Chartered Shipbrokers - Chartering And Logistics

Institute of Chartered Shipbrokers
11.2011 - 11.2011

Senior Manager-Marketing/Corporate Communications

Chennai International Terminals Pvt Ltd (CITPL) – PSA
11.2008 - 09.2017

Customer Service / Marketing

Chennai Container Terminal – DP World
09.2006 - 05.2008

Operations / HR

Nhava Sheva International Container Terminal – DP World
09.2005 - 09.2006

Assistant Manager, Customer Care Centre, INDIA

AP Moller – Maersk Group (APMM) / Maersk Container Business (MCB)
07.2003 - 11.2004

Management Trainee / Senior Executive

Cochin / Mumbai, INDIA
06.2001 - 06.2003

MMS – Master of Management Sciences, Finance - 1st Class with Distinction - Master of Management Sciences

Chetna Institute of Management Studies
05.1999 - 06.2001

B.Sc – Bachelor of Science - Microbiology

Mumbai University, Jai Hind College
06.1995 - 06.1998

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