Travelling
Pankhuri Rawat
Logistics And Supply Chain
Noida
Summary
Talented Partner with 9 years of industry experience. Highly skilled at handling all types of issues successfully. Known for effective problem-solving and goal-oriented planning.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Customer Experience Partner
A P Moller - Maersk
06.2022 - Current
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Chaired partner meetings to drive discussion of matters important to firm operations, keeping discourse on-topic and moving at efficient pace.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Manage and monitor the end-to-end shipment process, ensuring timely and efficient delivery of products.
- Coordinate with various stakeholders, including shippers, customers, and key account managers, to provide effective business solutions.
- Orchestrate the overall flow of an end-to-end shipment, ensuring seamless communication and collaboration.
- Provide value-add to customers through effective business solutions, utilizing good business knowledge and process understanding.
- Resolve customer queries and concerns in a timely and professional manner, maintaining a customer-centric approach.
- Prepare and submit documents accurately and timely, keeping internal and external stakeholders informed of the status.
- Identify and communicate process deviations proactively, adhering to Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOs).
- Respond to all enquiries promptly and accurately, escalating difficulties as defined in SOPs/IOPs.
- Maintain effective and proactive communication with customers and stakeholders, participating in regular conference calls to ensure seamless process flow.
- Record and report performance, providing suitable recommendations on service delivery wins and service failures.
- Work with the KCMs/Commercial team to establish and strengthen customer relationships.
- Comply with specific customer SOPs and monitor respective KPIs.
- Execute reports or other tasks assigned by Team Leader/Manager.
Key Accounts Manager
Blue Dart Express Ltd
09.2020 - 05.2022
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Developing trust relationships with a portfolio of major clients to ensure they do not turn to competition.
- Acquiring a thorough understanding of key customer needs and requirements
- Expanding the relationships with existing customers
- Resolves any issues and problems faced by customers.
- Complaints handling
- Prepare regular reports of progress.
- Retaining customers
- Increasing company sales and revenue
- Meeting monthly target
Deputy Manager
HDFC Bank Ltd
08.2018 - 05.2020
- Understand the problems and challenges of clients and identify ways the business could better address those needs
- Building positive relationships with customers
- Responsible for cash and customer transactions.
- Cash Receipts, Deposits & Payments
- Grow the business by identifying new sales and business development opportunities
- Seek opportunities to cross-sell or upsell to existing clients
- Provide excellent service to maintain a positive reputation for the business
- Resolve any customer complaints promptly and professionally
- Aim to preserve customers and renew contracts Cash balancing
- Issue change, receipts, refunds, or tickets
- Handling the Banking System
- Vault custodian
- Keep reports of transactions
- Filing of End of day (EOD) Reports
- Resolve customer complaints, guide them and provide relevant information
- Handling Non-Cash transactions like DD/MC/TC, Fund transfer etc
- Register updation on EOD Cash position, Instruments Issued etc
- Responsible for high quality service, customer relationship management, Queue Management & Branch Audit & Compliance
- High attention to detail, accuracy as well as customer service orientation
- Obtain referrals from walk-in customers for Current account & Saving account and Demat account
- Cross sell of direct banking channels to walk-in customers to deepen relationships
- Account Opening Current account & Saving account/FD
- Cross-Sell all products & services.
Senior Operation Executive
Blue Dart Express LTD
09.2015 - 07.2018
- Provide customer support via telephone, Email and portal to customer service issues.
- Supporting customer within 24x7 shift environment.
- Acts as a customer advocate ensuring all customers voices are heard.
- Coordination with other branches/stations to address the issue
- Handling Day to day logistic operations
- Liaise with technical / product management to ensure customer s desires for future product development are heard.
- Vendor management, co-ordination with vendors for shipment clearance status, updates, entries and bills
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Understand the real world impact that issues and defects have on customers.
- Work closely with customers to understand their business and how best to assist them in using Far Eye.
- Accurately document all customer interactions in a case tracking portal.
- Manage incidents professionally and within stated timelines.
- Accurately record and maintains incident in accordance with department standards.
- Assist Technical / Dev staff in resolving product issues.
- Communicate and articulate clearly with the customer (in both verbal and written communication).
- Responsible for facilitating the movement of supplies and products
- Ensuring Orders are processed in timely manner, and knowledge in claims processing
- Updates to customers, responsible for tracking import and export consignments
- Generate accurate reports for analysis.
- Creating MIS report to present to Management
- Implement and analysis data to create Daily, Weekly, Monthly and Quarterly reports.
- Extensive usage of MS Excel
Education
BBA - Business Administration
Babu Banarasi Das University
Lucknow 04.2001 -
Intermediate - Biology
Udaya Public School
Uttar Pradesh 04.2001 -
High School - Science, Technology, And Society
Canossa Convent Girls Enter College
Uttar Pradesh 04.2001 -
Skills
Strategic Planning
Company Processes and Procedures
Customer Relationship Building
Client Representation and Advisement
Establishing Effective Relationships
Judgement and Decision Making
Building Trust and Relationships
Client Representation
Problem solving
Team management
Interests
Interacting People
Exploring new things
Listening to Music
Dancing
Travelling Computing Learning New Things Interacting People Listening to Music Buil
you can know me better here
Timeline
Customer Experience Partner
A P Moller - Maersk
06.2022 - Current
Key Accounts Manager
Blue Dart Express Ltd
09.2020 - 05.2022
Deputy Manager
HDFC Bank Ltd
08.2018 - 05.2020
Senior Operation Executive
Blue Dart Express LTD
09.2015 - 07.2018
BBA - Business Administration
Babu Banarasi Das University
04.2001 -
Intermediate - Biology
Udaya Public School
04.2001 -
High School - Science, Technology, And Society
Canossa Convent Girls Enter College
04.2001 -