Sandeep Owhal
Pune,MH
Summary
Accomplished Team Manager at Maersk Global Service Centre, specializing in customer experience and operations management. Proven ability to lead diverse teams and manage complex projects through strategic planning and operational enhancements. Noteworthy achievements include implementing innovative solutions that elevated efficiency, productivity, and quality standards. Focused on cultivating collaborative environments to drive organizational success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Manager
Maersk Global Service Centre
Pune, MH
11.2020 - Current
- Customer Service Team Manager for Southern Africa and Island Cluster.
- Managed a team of 20 or more employees who reported directly to me
- Effective stakeholder management ensures delivery of results as per cluster objectives.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
- Developed initiatives designed to improve employee engagement levels; organized events such as potlucks or outings.
- Oversaw the recruitment, onboarding, and training of new team members, ensuring a quick adaptation to company standards.
- Identified opportunities for cost savings through innovative solutions such as automated processes or outsourcing activities.
Team Leader
Maersk Global Service Centre
Pune
06.2017 - Current
- Customer Service Team Leader for the India, Bangladesh, and Sri Lanka cluster.
- Ensuring adherence to Service Level Agreements (SLAs), accuracy, and productivity commitments.
- Achieved a positive NPS consistently for eight quarters, with the highest NPS of +41 for the Safmarine brand in Q2 2018.
- Ensured a superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Coached team members in customer service techniques, providing feedback, and encouraging them to reach their highest potential.
Senior Specialist
Maersk Global Service Centre
Pune
10.2008 - 06.2017
- Supervisory position in the Operations department:
- Delivered process improvement by helping to automate the work, which reduced 50% of manual efforts.
- Successfully completed the migration of the new work in the year 2014.
- Worked with various country offices in the Asia and Africa clusters as a cargo execution coordinator for Container Operations and Shipping.
- Excellent knowledge of Maersk systems and applications such as RKEM, GCSS, GSIS, etc.
- Send the pre-planned data to the cluster, and based on that, report the actual operation that takes place at the terminal.
- Preparing reports and sending them across to the front offices and management, vendor timeliness performance was improved by 30%.
- Working with terminals and third-party vendors effectively to ensure vessel operations is carried out as per the planning.
- Part of the core project team in 2015-16 of Maersk and MSC line JWP in the Asia-Europe trade called 2M.
Education
MBA - PGDBA (Operations)
Symbiosis Centre For Distance Learning
Pune, MH01.2015
Bachelor of Arts - Geography
Nowrosjee Wadia College, Pune University.
Pune, MH01.2008
Skills
- Customer experience
- Team Leadership
- Problem-solving abilities
- Team building
- Operations management
- Process improvement
- Logistics management
- Import-Export Expertise
- Training and development
- Effective workflow management
Certification
- Certified Training Guru at Maersk
- MSCIT
- Certificate Course in Computer Hardware (CCCH)
Accomplishments
- Achieved TOP quartile Gallup score in H2'2022 and H2'2023
- Consistently won STAR Award between year - 2021 to 2024
- 'Leader of the Quarter' Q2-2018
Hobbies and Interests
- Reading books / Listening to audiobooks
- Watching Movies / TV series
- Hiking
Personal Information
- Date of Birth: 26/08/1988
- Marital Status: Married
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
References
References available upon request.
Timeline
Team Manager
Maersk Global Service Centre
11.2020 - Current
Team Leader
Maersk Global Service Centre
06.2017 - Current
Senior Specialist
Maersk Global Service Centre
10.2008 - 06.2017
MBA - PGDBA (Operations)
Symbiosis Centre For Distance Learning
Bachelor of Arts - Geography
Nowrosjee Wadia College, Pune University.
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