Tina Ashirwadam
Thane
Summary
Experienced and dedicated customer service and sales professional Primarily catered to NEU, Australian, and Indian clients .Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Assistant Manager, Business Development
Express Global Logistics
Mumbai
05.2023 - Current
- Streamlined internal processes to improve efficiency within the business development department.
- Managing organizational sales by developing a business plan that covers sales, revenue, and expense controls.
- Established strong rapport with clients, fostering long-lasting partnerships and repeat business.
- Developed a deep understanding of target markets' needs/preferences, which directly contributed to increasing revenue from those sectors.
- Participate in the contract setting and monitor customers' payments with the Collection Desk.
Key Account Manager – Client Support
Exim Trans trade India Private Limited
Mulund
09.2021 - 04.2023
- Negotiating for competitive rates with carrier, transit time, space availability and service
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
- Strengthened client relationships through regular communication and effective problem solving.
- · Responsible for end-to-end logistics solutions( Dry/Hazardous/break bulk)
- · Coordinating with overseas office for Agent Bushiness/Nomination shipments
Senior Coordinator - Customer Service
Hapag Lloyd Business Services LLP
Andheri
01.2019 - 11.2020
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Handled Customer disputes – RME region (India, PAK, Arabian Gulf, MSA) Export, Cross Trades
- Assisted in partial automation of GST tool to process accurate invoicing.
Customer Service- Senior Specialist
Maersk Global Service Centre India
Airoli
04.2014 - 12.2017
- Processed Bookings for all NEU Customers.
- Single point of contact for all export-related tasks for booking, documentation, invoicing, and disputes. Handled the ABT Tool for Maersk GSC (HAZ cargo) – including cross site Manila.
- To enhance the efficiency of the Auto Book Tool (ABT), I led a team of 23 and spearheaded the automation of the HAZ cargo process. I provided team guidance on utilizing ABT to improve booking turnaround time and maintained a comprehensive database of nearly 20,000 records. Additionally, I managed the ABT Tool for Maersk GSC, including cross-site coordination with the Manila office.
- I traveled to Maersk HQ in Copenhagen, Denmark for a migration project and attended the Container Sales Conference in Dubai. I single-handedly migrated Sales Manager tasks, conducted knowledge transfer, and trained the team. Additionally, I was nominated by stakeholders as the deputy for Container Sales in the absence of the Manager.
- Managed end-to-end post-sales activities for the Sales Manager, including outfitting equipment and sending various types of invoices (Liner, Agency, Manual) to customers. I performed reinstatements, issued credit notes, and created sales orders using various SAP T-Codes. Additionally, I handled payment reconciliation for all open and overdue invoices and allocated payments to liner and customer accounts. Liaised with different teams, such as OTC, ATR, EMR, and RKEM, to ensure smooth operations.
Customer Service Representative
Trend sutra Platform Services(Pepperfry)
Kurla
06.2013 - 03.2014
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Retained dissatisfied customers by offering empathetic listening skills, followed by effective problem-solving approaches tailored to each individual case.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
- Coordinated with internal and external customers, including logistics partners. Maintained daily sales and complaints reports. Promoted to Second Level Escalation within six months.
Customer Service Executive
Convergys India Pvt. Ltd.
Mumbai
07.2010 - 04.2013
- Responded to customer requests for products, services, and company information.
- Worked for telecom provider Optus in a process named Optus prepaid serving Australian clients and handling inbound calls.
- Responsible for handling calls, managing Average Handle Time (AHT), reducing call drops, and conducting Voice of Customer (VoC) surveys.
- Developed strong product knowledge for providing informed recommendations based on individual needs, customer needs.
Education
Bachelor of Arts - English Literature and Economics
Rizvi College of Arts Science and Commerce (Mumbai University)
HSC (Maharashtra Board) -
Rizvi College of Arts Science and Commerce
Skills
- Problem-Solving
- Interpersonal Communication
- Vendor Relations
- Cross-departmental Alignment
- Pricing Strategies
- Client Relationship Management
- Teamwork and Collaboration
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
Playing Badminton and Watching movies
Timeline
Assistant Manager, Business Development
Express Global Logistics
05.2023 - Current
Key Account Manager – Client Support
Exim Trans trade India Private Limited
09.2021 - 04.2023
Senior Coordinator - Customer Service
Hapag Lloyd Business Services LLP
01.2019 - 11.2020
Customer Service- Senior Specialist
Maersk Global Service Centre India
04.2014 - 12.2017
Customer Service Representative
Trend sutra Platform Services(Pepperfry)
06.2013 - 03.2014
Customer Service Executive
Convergys India Pvt. Ltd.
07.2010 - 04.2013
Bachelor of Arts - English Literature and Economics
Rizvi College of Arts Science and Commerce (Mumbai University)
HSC (Maharashtra Board) -
Rizvi College of Arts Science and Commerce
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