Vignesh Chandrasekar
Chennai
Summary
Service Delivery and Operations leader with 12+ years in global ocean freight and GCC/GBS environments, progressing from frontline documentation to leadership of 70+ FTEs across Americas export docs. Delivers measurable results in SLA governance, customer experience, process transition, workforce optimization, quality and digital transformation—achieving 99.74% accuracy, sustained zero backlog and redeployment of 6 FTEs through automation. Trusted partner to agency directors, Head Office, IT and governance teams, with Lean Six Sigma Green Belt capability and hands-on expertise in AI-enabled operations.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Associate Manager – Customer Care (Americas Division)
CMA CGM Global Business Services
Chennai
06.2023 - Current
- Lead multi-stream US Export Customer Care and Marine Documentation for the Americas cluster across time-critical operations; own service governance, digital transformation, process migration, defect resolution and senior stakeholder engagement.
- Completed remote knowledge transfer for the BV 2.0 customer-segmentation rollout, enabling Chennai operations to classify customers into Premium, Advanced & Standard categories in line with Head Office guidance.
- Governed complex 2- and 4-hour service windows, delivering up to 100% TAT and sustained zero backlog at EOD.
- Eliminated Premium Desk weekend operations through capacity planning and workflow redesign while protecting service levels.
- Led AI-enabled EZEE, NOVA and OSPM adoption, expanding Direct Draft Processing from 30% to 60% across US desks.
- Partnered with IT and governance teams to resolve 15+ critical defects, protecting 3%–6% of DDR performance and service stability.
- Enabled redeployment of 6 FTEs into audit and automation functions; supported Salesforce readiness through process standardization and rule cleansing.
- Presented live process and efficiency demonstrations to Head Office leadership, showcasing automation penetration and cost impact.
- Raised Premium Input Team accuracy to a record 99.74% versus a 98.50% target through calibrated RCA, defect tracking and coaching.
- Authored the DDR Audit Checklist for US export desks, standardizing controls across non-catalogue and specialized trade lanes.
- Established daily SLA visibility and first contact-resolution practices for strategic accounts, sustaining a zero-escalation record.
- Partnered with agencies and front-office teams to simplify RFI workflows, reducing avoidable customer contacts by 2%.
- Built a structured succession and backup pipeline, contributing to an internal promotion to Associate Manager.
- Cross-trained input and RFI teams across amendments, DOW rating and indexing, increasing flexibility during volume surges without added headcount.
- Used performance data, coaching and governance routines to strengthen accountability, quality and shift-to-shift continuity.
Supervisor – Customer Care (Americas Division)
CMA CGM Global Business Services
Chennai
09.2021 - 06.2023
Sr. Executive – Customer Care
CMA CGM Global Business Services
Chennai
07.2016 - 09.2021
- Managed end-to-end US export documentation across customer communication, BL amendments, input, indexing, audit and release, resolving complex exceptions while meeting regulatory and turnaround requirements.
Coordinator – Customer Care
Hapag-Lloyd Global Business Services Pvt Ltd
Chennai
06.2014 - 06.2016
- Processed US export documentation, BL amendments, input, indexing and release with strong compliance, accuracy and turnaround discipline.
Education
MBA - Logistics & Supply Chain Management
University of Madras
ChennaiBCA - Bachelor of Computer Applications
Dhanraj Baid Jain College
ChennaiSkills
- SLA/KPI management
- Operating reviews
- Escalation and risk control
- Zero-backlog delivery
- Customer experience
- 70 FTE leadership
- Workforce and capacity planning
- Succession development
- Change management
- Lean Six Sigma
- DMAIC
- Root cause analysis
- SOP and audit governance
- Process standardization
- Continuous improvement
- Ocean freight and US export documentation
- EZEE
- NOVA
- OSPM
- LARA
- Salesforce
- Power Automate
- Microsoft Excel
Selected Recognition
- Champion Crew Award — Best Team, 2024 & 2025
- GARUDA Key Contributor Award, 2024
- Mega Star Award, 2024
- Champion of Team Development / Pioneer Award, 2025
- Project Achiever Award
- Global Agency Director Recognition
Disclaimer
I hereby declare that the particulars of information and facts stated herein above are true, correct, and complete to the best of my knowledge and belief., Chennai
Certification And Professional Development
Lean Six Sigma Green Belt Training, Optimex Operations Excellence, 09/30/23, DMAIC, process mapping, waste elimination, root cause analysis, control planning, KPI-led continuous improvement
Core Expertise
SLA/KPI management, operating reviews, escalation and risk control, zero-backlog delivery, customer experience, 70+ FTE leadership, workforce and capacity planning, succession development, cross-border transition, change management, Lean Six Sigma, DMAIC, root cause analysis, SOP and audit governance, process standardization, continuous improvement, Ocean freight and US export documentation, EZEE, NOVA, OSPM, LARA, Salesforce, Power Automate, Microsoft Excel
Languages
English
Advanced
C1
Tamil
Proficient
C2
Timeline
Associate Manager – Customer Care (Americas Division)
CMA CGM Global Business Services
06.2023 - Current
Supervisor – Customer Care (Americas Division)
CMA CGM Global Business Services
09.2021 - 06.2023
Sr. Executive – Customer Care
CMA CGM Global Business Services
07.2016 - 09.2021
Coordinator – Customer Care
Hapag-Lloyd Global Business Services Pvt Ltd
06.2014 - 06.2016
MBA - Logistics & Supply Chain Management
University of Madras
BCA - Bachelor of Computer Applications
Dhanraj Baid Jain College