KIRAN WANI
Hong Kong,Hong Kong
Summary
Collaborative leader with nearly 14 years of experience in the Energy sector with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Expertise in tapping prospects, analyzing their requirements, rendering Value Preposition guidance to the client and negotiating (commercially) for the orders. Skilled in conceptualizing & executing strategies to drive business growth & achieve desired target as well as monitor competitor activities to retain market share
Overview
14
14
years of professional experience
Work History
Manager - Sales & Customer Service
Lukoil Marine Lubricants DMCC
China, Hong Kong & Taiwan
07.2019 - Current
- To achieve growth & meet Sales & Business Targets
- To provide necessary suggestions and recommendations to the Managing Director in various issues that are significance to enhance customer service levels.
- To Generate results / business highlights on a periodic basis and share with management
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
- Produced contracts, reports, letters, and proposals for clients.
Customer Service Manager
Lukoil Marine Lubricants DMCC
Hong Kong
10.2016 - 06.2019
- Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Created customer support strategy to develop business and increase customer retention.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Supply Planning (Assistant Manager)
Shell India Markets Pvt. Ltd.
Mumbai, India
03.2015 - 10.2016
- Engaged in inventory management for imported and local manufactured products across India based on forecast
- Ensured material deployment management at M+2 level against demand forecast
- Covered 18 warehouses across the country; collaborated with 18 countries/ locations worldwide for imported products
- Performed Root Cause Analysis for OTIF (On Time In Full) failed Lines; managed customer complaints for supply related issues
- Coordinated with: Custom House Agent for custom related activities & Source for imported material and ensured orders were correctly entered into the source OU system
- Liaised with logistics to identify critical physical stock levels
- Worked as first point of contact in case of large order or urgent order queries
- Played a key role in attending, tracking and resolving complaints raised by customers and ensuring their retention
Sales Operation Specialist
Shell India Markets Pvt. Ltd.
Delhi, India
04.2011 - 02.2015
- Acted as Single Point of Contact to provide clarity on master account set-up for new customer & necessary data amendments for existing customer
- Worked closely with business to ensure strong focus on customer service & satisfaction index
- Ensured Legal/ Fiscal Compliance (Tax/ Excise related) that was applicable for all marine customers & billing
- Resolved problems, improved operations and provided exceptional service.
Customer Service Coordinator
Castrol India Ltd.
Mumbai, Maharashtra, India
01.2009 - 04.2011
- Managed order flow from order entry to invoicing for business & updated customer records, product prices in the ERP system
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
Sales Executive (Trainee)
Enkay Technologies (India) Pvt. Ltd.
Mumbai, Maharashtra, India
02.2007 - 02.2008
Education
Executive Diploma in Advanced Management Program - Organizational Leadership
XLRI - Xavier School of Management
Jamshedpur, India2022
MBA - Marketing
Jamanalal Bajaj Institute of Management Studies
Mumbai2014
Bachelor of Technology - Biotechnology
YCMOU
Nasik, India2008
Skills
- Strategic planning
- Account management
- Business Development
- Key Performance Indicators
- Operations management
- Improvement initiatives
- Coaching and mentoring
- Effective problem solver
- Inter-department collaboration
Accomplishments
- Promoted to Regional Sales & Customer Service Manager in 2019 after 3 successful years in the Customer Service department.
- Created a company-wide, comprehensive training program for all customer service team members.
- Pivotal in ensuring inventory reduction of Imported Premium Products by 36% in 2015 from 1.4 mn Ltrs to 0.9 mn ltrs
- Awarded with 4 Special Recognition Awards for outstanding performance by Shell India
- Introduced and implemented new duty-free billing (CT1 Billing) for International Marine customers in India in 2014 for Shell Marine
- Delivered a total cost savings impact through various Lean Project for Royal Dutch Shell - $45K (2012 - 2014)
- Recognized and nominated for ‘Gold Doubloon Award 2014’ by Shell Middle East group for rendering best support from cross-functional role
- Accomplished a remarkable achievement in reducing overdue from 21% to 7% for B2B business for Shell India in 2012
- Achieved ‘Form C’ collection worth USD 300K (INR 1.92 Cr) for Castrol India in 2010
Additional Information
- Certified Lean Practitioner by Royal Dutch Shell in 2012
- Hands on experience with ERP system : SAP, JD Edward & Axapta
- Excellent command over MS Office 365 (Excel, Word, Powerpoint & Outlook)
Timeline
Manager - Sales & Customer Service
Lukoil Marine Lubricants DMCC
07.2019 - Current
Customer Service Manager
Lukoil Marine Lubricants DMCC
10.2016 - 06.2019
Supply Planning (Assistant Manager)
Shell India Markets Pvt. Ltd.
03.2015 - 10.2016
Sales Operation Specialist
Shell India Markets Pvt. Ltd.
04.2011 - 02.2015
Customer Service Coordinator
Castrol India Ltd.
01.2009 - 04.2011
Sales Executive (Trainee)
Enkay Technologies (India) Pvt. Ltd.
02.2007 - 02.2008
Executive Diploma in Advanced Management Program - Organizational Leadership
XLRI - Xavier School of Management
MBA - Marketing
Jamanalal Bajaj Institute of Management Studies
Bachelor of Technology - Biotechnology
YCMOU
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