Aishwarya Pillai
Associate Project Manager
Pune,Maharashtra
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and improving results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Supervisor
UPS Logistics Pvt. Ltd
01.2020 - Current
- Motivated and guided team members to maintain high productivity and performance metrics.
- Eased team transitions and new employee orientation through effective training and development.
- Monitored over 45 employees' day-to-day activities and made plans to rectify issues resulting in achieving SLA and meeting accuracy targets.
- Promoted positive customer experience through day-to-day supervision and management.
- Reviewed and analyzed performance metrics in a timely manner to identify areas of opportunities which helped to drive performance improvement in process and employee development
- Timely preparation and submission of Key Performance Indicator (KPI) reports and Balance Score Cards which helped the organization to achieve strategic goals
- Demonstrated my creative skills in various Business Resource Groups(BRG) which has been appreciated by senior management, which also led the BRG win the UPS Connections Corporate Event of the Year Award
Operations Team Lead Brokerage
UPS Logistics Pvt. Ltd
08.2018 - 12.2019
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Proved successful working within tight deadlines and fast-paced atmosphere along with maintaining energy and enthusiasm
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor on timely basis.
- Used coordination and planning skills to achieve results according to schedule.
- Contributed suggestions and ideas which were implemented by the programming team for successful migration of the existing source (Outlook and Image Management) to Salesforce.
- Developed and maintained courteous and effective working relationships with a team of 60 members.
- Tracked efficiency records and contributed to the employees end of year performance data to senior management
- Motivated team members to go the extra mile during high volume periods ensuring customer satisfaction
- Headed the Employee Engagement Committee as Vice President and Secretary (for a brief period) where I was involved in managing employee engagement activities
Operations Team Lead Experience Management Group
UPS Logistics Pvt. Ltd
03.2016 - 08.2018
- Managed customer requirements and feedback associated with UPS which helped to analyze the performance of different sites and Packaging Centers across the globe
- Responsibly calculated the scores for various Customer Service Centers and published monthly reports to senior management in
- Atlanta, US which were used to scan site and region wise performance
- Performed investigation and analysis on stakeholder issues to find the root cause and provide resolutions in a timely manner along with auditing the investigation performed by team members to ensure accuracy and efficiency
- Developed strategies to maintain optimal staffing levels at all times by conducting interviews and hiring the right talent for the team, discovering their training needs to upskill and coach them while actively pursuing personal learning and development opportunities
- Recognized outstanding performances with several awards in order to value the efforts by team members which helped to cultivate a positive and rewarding culture
Coordinator
UPS Logistics Pvt. Ltd
06.2013 - 02.2016
- Transcribed, analyzed and classified customer feedback which resulted in improving the quality and customer experience with the hubs, package centers and customer care
- Closely worked on maintaining the Red Zone logs and sending the templates on daily basis to the respective sites to resolve customer issues, along with preparing the reports on monthly basis
- Investigation of Guaranteed Service Refunds using various tracking applications and monitored customer issues, complaints and suggestions and helping the site take appropriate action
- Prepared the monthly Customer Experience Survey Reports to show the site performance for Asia, Americas & Europe along with internal audits
Administration Assistant
UPS Logistics Pvt. Ltd
07.2012 - 06.2013
- Successfully created and amended the contracts to include various requested discounts and logistic plans in the IAS (Incentive
- Administrative System) system which helped to process the contracts of the UPS customers
- Performed special tasks (Account Additions) by attaching the shipper numbers to certain contracts of the customer using UPS internal billing systems
Education
B.Com -
University of Pune
2012
AAASP-Arena - undefined
Multimedia Academy
Skills
- Leadership Management
- Time Management and Collaboration
- Effective Communication
- Employee Engagement
- MS Office
- Salesforce
- Adobe PhotoShop
Accomplishments
- Spark of Brilliance Award (2013)
- Brand Promise Award (2015)
- Leadership Excellence (2017)
- Best Team Lead Award (2017)
- Leadership Excellence Award (2019)
- Stellar Success Award (2020)
Certification
Graphic Designing, Sound and Video Editing Course Certification (2008) AAASP-Arena Multimedia Academy
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Marathi
Upper intermediate (B2)
Malayalam
Upper intermediate (B2)
Timeline
Operations Supervisor
UPS Logistics Pvt. Ltd
01.2020 - Current
Operations Team Lead Brokerage
UPS Logistics Pvt. Ltd
08.2018 - 12.2019
Operations Team Lead Experience Management Group
UPS Logistics Pvt. Ltd
03.2016 - 08.2018
Coordinator
UPS Logistics Pvt. Ltd
06.2013 - 02.2016
Administration Assistant
UPS Logistics Pvt. Ltd
07.2012 - 06.2013
B.Com -
University of Pune
AAASP-Arena - undefined
Multimedia Academy
Graphic Designing, Sound and Video Editing Course Certification (2008) AAASP-Arena Multimedia Academy
Similar Profiles
Raunak GuptaRaunak Gupta
Assistant Manager – US Collections Inbound & Outbound at UPS Logistics Pvt. LtdAssistant Manager – US Collections Inbound & Outbound at UPS Logistics Pvt. Ltd
Veena AnigolVeena Anigol
AUDITOR at UPS LOGISTICS PVT. LTDAUDITOR at UPS LOGISTICS PVT. LTD
Mutib SakharkarMutib Sakharkar
F & A Senior Admin Assistant at UPS Logistics Pvt. ltdF & A Senior Admin Assistant at UPS Logistics Pvt. ltd