Yesudas Anthony Ashirwadan

Summary

Engaging leader with a talent for inspiring teams to excel in performance and creativity. Skilled in cultivating environments that encourage innovative thinking and professional advancement. Dedicated to fostering a culture of growth and collaboration.

Overview

22

years of professional experience

1

Language

Work History

Team Leader Customer Experience 4PL

Maersk Line India Pvt Ltd

03.2023 - 04.2026

Joined this organization in the year 2023 as Team Leader seeking a new environment in logistics and supply chain management.
Key Role: In this role I have gained industry knowledge and understanding of complex supply chain process of some of the global customers of Maersk. In this role I have become a highly energetic leader who got the platform to further sharpen my leadership skills.
Build strong and lasting relationship with the senior stakeholders within the customer’s organisation.
Ensuring all customer issues and queries are attended to on prior with minimal escalations.
Driving the team towards relationship-based customer service delivery.
Worked with the team to deliver top quartile results on customer experience and drive owner mindset for Business growth.
Focusing on long term organisation objective and lead by example.
Worked with the team to drive process efficiencies and to support accelerated growth.
Coaching, guiding and leading the team ensuring learning and development of every individual team member.
Daily & Weekly Counts shared with the internal stake holders to keep them updated with the work Progress, following the RCA Matrix and to give a proper reasoning and taking the action against every miss on client escalations. Creating the minutes of the meeting and sending them across to the teams for documentation process.
New Account Migration: taking all the necessary details and SOP’s to ensure smooth implementation of an account to be onboarded with Maersk BKS – getting on call with all the internal and external stakeholders to align and onboard all the new migration process.
Audit Hygiene: Weekly Quality Audits are done to ensure the top Quality of the process has been followed by each individual team member
Encouraging teams to share innovative Ideas for process improvement which would lead to process excellence, supporting and guiding to team work on Agile, Innovative Ideas and strive to work towards process growth.
Implemented process improvements that reduced turnaround times for cargo handling operations.
Analyzed performance metrics to identify trends and drive strategic decision-making initiatives.
Managed stakeholder relationships, ensuring alignment on project goals and expectations across departments.
Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Assisted in recruitment to build team of top performers.
Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Coordinated resources effectively to meet project deadlines and achieve desired results.
Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Improved operational workflows, enabling team to handle increased workloads without compromising quality.
Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery.
Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Organized professional development workshops, contributing to ongoing growth and expertise of team.
Implemented comprehensive reporting system to track team performance and identify areas for improvement.
Developed and executed training programs that significantly improved team skills and morale.

Team Leader T1

Affinity Express India Pvt. Ltd.

08.2021 - 09.2022

Joined this organization in the year 2021 as Team Leader and was awarded as Star of the month in the first Quarter.
Key Role: Order Assigning, Orders Trafficking, Order Aging, Team Interaction, SLA Management, Skype Chats, Client Interaction, Annul Appraisal Review & Feedback, Attending Daily, Weekly & Monthly Client calls and updating stake holders with the current process counts & Highlights, Sending MOM’s
Order Trafficking & Assigning Orders to the designers and ensure that the Priority orders are dealt as important and keeping a close eye on order aging.
One on One Discussions with the teams and giving them adequate feedback, understanding their concerns, and help mentor them to boost their performance.
Daily, Weekly & Monthly Counts shared with the clients to keep them updated with the work Progress, following the RCA Matrix and to give a proper reasoning and taking the action against every miss on client escalations. Creating the minutes of the meeting and sending them across to the teams for documentation process.
Client Communication: Regular discussions with the clients on Skype, Google Meet & Teams chats.
Audit Hygiene: Documenting and keeping records of all the required reports and evidences for internal as well as external Audit purpose.
Encouraging teams to share innovative Ideas for process improvement which would lead to process excellence.

Process Leader (Team Lead)

Capita India Pvt. Ltd.

09.2010 - 04.2021

Joined this organization in the year 2010 as Customer Care Executive
Key Role: Taking In bound Calls for Next Retail Services, Placing Orders for the customers over the phone and processing online payments.
In the year 2012 took a movement within the department in order to seek for a challenging environment and in order to learn new things in the department called Next-PTW Imagery Team.
Key Role: Cropping Imagery to be uploaded on the Next Retail Site as per required Standards, and re-sizing and retouching of the Imagery with the help of tool called Photo-shop.
In the mid-year of 2013 got promoted as a Quality Analyst – Next PTW Imagery Team.
Key Role: was to Audit the work done by the teams, Giving the adequate feedback, ensuring the SLAs are met, Coaching and Training, Process updates, Presentations etc.
Training: It was my responsibility to train the new joiners with the best of process knowledge, monitoring their work, giving feedback, creating presentations etc.
In the year 2015 got Promoted through an IJP as a Process Leader (Team Lead) within the Process and got the movement to Next PTW – Production Team.
Key Role: Handling and managing the team strength of 10 to 15 Advisors, Rapport Building, Team Coordination, etc.
Managing day-to-day operations of the process.
Co-ordination with the Clients/Stake holders and passing the adequate updates to the Advisors/Associates
Hourly, Daily & Weekly Counts shared with the clients to keep them updated with the work Progress.
Work Allocation – to make a checklist of pending work counts and allocating the tasks as per priorities.
Driving the teams towards business goals as per SLAs, Quality, Productivity etc.
Preparing weekly review and monthly reviews and discussions with the stake holders with the process related progress.
Managing Work flow, Tracking Productivity & quality metrics and delivering on target.
Encouraging teams to share innovative Ideas for process improvement which would lead to process excellence.

Sr. Customer Services Associates

WNS Global Services Pvt. Ltd.

08.2006 - 08.2010

Worked with WNS Global Services. As a Sr. CSA with
Key Role: Answering the inbound calls USA based and helping the passengers, understand their queries, and processing refund with a proper documentation to file and support the refund, we had to go through various tools in order to support the cause of Refund
Floor Walker/SME (Subject Matter Expert) – Being tenured employee and with the adequate process knowledge I was promoted (Not on Role) as Floor Walker.
Key Role: to Assist New Joiners, help them with process related queries, handling Escalations from the passengers, answering the phone calls as a floor supervisor, I was skilled to Answer calls for Frequent Flyers, 1K Passengers and resolve their queries under FTR (First Time Resolution) Policy.

Customer Care Executive

E2E Sirwiz Solution Pvt. Ltd.

10.2004 - 07.2006

Worked for 20 months 0n a CDMA MAHA Process as Customer Care Executive (C. C. E.) Handling inbound calls for TATA Indicom Customers, answering their queries and solving their problems was my first role. Apart from that I was also taking care of the team in the absence of the team leader.

Education

Bachelor Program of Business Administration (BBA) -

Institute of Engineering & Management Syudies

06-2007

Higher Secondary Class - undefined

Poona College, Camp, Pune

02-2002

Secondary School Certificate - undefined

Hindustan Antibiotic School, Pimpri, Pune

05-1998

Skills

Team management

Proficient in Excel and PowerPoint

Interpersonal communication

Ability to work under pressure

Cooperative and honest work ethic

Interests

Playing Chess, listening to music, Artist, Decorations, Making Friends

Personal Details

Name: Yesudas Anthony Ashirwadan Father’s Name: Anthony Cruz Ashirwadan Marital Status: Single Parent Date of Birth: 8th Sept 1983 Languages Known: English, Hindi & Marathi (Read & Wright) Contact Number: 7387564448/9763037798 Email ID: yesudasashirwadan@gmail.com I hereby declare that the information given above is true to the best of my knowledge. Date: Place: Yesudas A. Ashirwadan.

Software

SAP BI

GCSS

RKEM

Timeline

Team Leader Customer Experience 4PL - Maersk Line India Pvt Ltd

03.2023 - 04.2026

Team Leader T1 - Affinity Express India Pvt. Ltd.

08.2021 - 09.2022

Process Leader (Team Lead) - Capita India Pvt. Ltd.

09.2010 - 04.2021

Sr. Customer Services Associates - WNS Global Services Pvt. Ltd.

08.2006 - 08.2010

Customer Care Executive - E2E Sirwiz Solution Pvt. Ltd.

10.2004 - 07.2006

Poona College - Higher Secondary Class,

Hindustan Antibiotic School - Secondary School Certificate,

Institute of Engineering & Management Syudies - Bachelor Program of Business Administration (BBA),