Download PDF

Work experience

Sep 2012Present

Team Leader

DHL Global Forwarding

Semi Back office Role:

  • Overall responsible for UK and Ireland Air Imports & Export for stations: London, Manchester, Glasgow, Bristol, Birmingham, East Midland, New Castle, Cork, Shannon and Dublin.
  • All Processes are SLA driven.
  • Hence, needs to complete all the tasks on time by attaining accuracy and timeliness.
  • Collecting Data and filtering the data for Invoicing.
  • Preparing House Airway Bill, Master Airway Bill for Export and Invoicing for Export and Import Preparing final reports and sending them to the respective stations.
  • Sending final reports to the Manager.


  • Drive alignment and adherence to operational deadline.
  • Monitor deadline overview and proactive follow up with staff on task execution and deadline adherence.
  • Timely supply and receipt of data / information.
  • Timely response to system or process issues.
  • Adhere to process and account Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Capture Data from systems in timely manner. Processing the same to fetch accurate data. And searching for accurate consignee accounts for preparing Invoices.
  • oJob also includes live prints of invoices directly to stations.
  • oCarry out all activities in a manner which will contribute to the achievement of individual and team Key Performance Indicators (KPI's).
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Provided cross training to 10 staff members.
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
May 2010May 2011

Assistant Manager

Everest Developer


  • Helping the Manager in day-to-day Activities.
  • Handling the Back office Team Voice and Back-end.
  • Direct interaction with NRI / corporate clients.
  • Handling the Customer Query.
  • Introducing customer loyalty program.
  • Ensure the punctuality with role & tasks and sending the daily works report to H.O, and also the same should ensure with subordinates.
  • Introduction of KYC. (Know Your Customer) and Walk-in Feedback form.
  • Intervening between Customer and Customer Service team handling Customer Complaints.
  • Improve the quality of customer service responses. Help & coordinate employees work together in real time to solve critical problems.
  • Successfully create customer connections, mobilize customer data, people, and systems in a way that unlocks the value of isolated information.
  • Organize activities for existing customers as part of relationship management.
  • Supervising Customer Service Execs. Viz customer response.
  • Customize/ prepare presentations/ progress reports of client visits/ calls and analyze for improvement.
  • Dealing with Mutation cases & Interaction with other departments for resolving customer related matters.
  • Interacting with customers for regular customer feedback and updating customer account.
  • Interaction with customers and to solve their queries regarding their properties.
  • Managing Customer Experiences during special occasions such as Birthdays, Anniversaries, family events, professional achievements, illness etc.,
  • Value Add Programs to existing customers.
  • Making Daily, Weekly, Monthly & Yearly reports on Excel.
  • Directly reporting to Managing Director and General Manager of the organization.

Awards and Achievements

  • Made Presentations on Customer care, which was appreciated by Director, VP & Senior Management and it was taken as training for the entire staff member.
  • Organized customer data for easy management in xls.
  • Made a Tie -up with Central and Big Bazaar and others as Value Addition to existing customers.
  • Innovated a Cricket Update to all Customers during World Cup 2011 which was appreciated by the Management and Customers.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Addressed negative customer feedback immediately.
  • Provided a high level of product and leadership support to representatives and clients.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Effectively communicated with team members to maintain clearly defined expectations.
Dec 2007May 2010

Senior Insurance Executive ( Process Leader

Prudential Processing Management Services India (International Contact Centre) Mumbai


  • Researching the insurance policies and transfer request submitted by the clients.
  • Making Outgoing calls to the transfer Companies with regards to the queries and complaints regarding Requesting the Funds procured and checking the status of request of transfer of assets send to them.
  • Achieving the daily target of completing Follow Up by making calls to the companies.
  • Trained in back office process like co-faxing and indexing.
  • Besides my regular duties I was also handling duties of a transport coordinator.

Awards and Achievements:

  • Acknowledged as the best performer of the team with record of highest number of out-bond call and best employee of the floor.
  • Our team was awarded the best team on the floor.
  • Awarded as the initiative taker for completing the work even during very high volumes.
  • Successfully implemented the new updates with the system in line with the assigned time.
  • Given an opportunity for training newly joined associates.
May 2005Dec 2007

Customer Support Leader



  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. 
  • Coordinating with front office to identify their pain area and providing feedback / knowledge sharing, etc. to handle customer queries better thereby leading to First Time Resolution thereby improve Customer Experience.
  • Liaising with Development Teams to resolve provisioning related issues and new development for better and efficient call handling thereby increase call handling capacity with minimal resourcesg follow-up calls for customers who reported product issues.
  • Provided cross training to staff members .
  • Trained staff on how to improve customer interactions.
  • Assisted with the development of the call center's operations, quality and training processes.
  • Led a team of customer service representatives to increase service center profitability.
  • Properly directed inbound calls in phone queues to improve call flow.


Handling Voice & Data products of Reliance Communications in provisioning & Error handling related to service.

•Established a small test lab to stimulate the problems faced by customers and update/ share the learning’s with front office so as to increase the First Time Resolution.

•Played a key role in designing & implementing customized processes related to telecom to ensure efficiency.

•Actively involved in handling back-end operations, transaction monitoring, channel management, service assurance and delivery and corporate/ direct sales support.

•Efficiently provided customer service with continuous process improvement to Enterprise Customers.

•Efficaciously handled multiple profiles in Back Office for the customers and ensuring that the requests / complaints are fulfilled within specified SLAs.

•Contributed to contact centre, process team, client services, and operations in resolving their operational issues.


Core Competencies
Communication Skills Customer service orientation Problem solving Information Management Organizational Skill Attention to detail Persuasive ability Stress tolerance Adaptability
Technical Skills
MS Office CRM Software Call center telephony and technology Data entry and collation skill