Satish Shinde

Responsible to assist Manager with various reports and help team to drive process improvements. Motivate team to generate ideas / suggestions or put forth Issues facing so that can overcome them find best possible way to deal with it. Keep track of such issues / ideas and keep tab on progress.

Handle escalations and front office colleagues queries.

Following are some ideas have worked and being successful to implement them.

• Have Initiated SPC customer alignment with SPC Segment front office colleagues where Agent View team and Special cargo team collaborated and working together on proactive tasks closure. Which resulted in to less handovers to front office and reduction in their manual work.
• Have implemented a proactive project to onboard SGL and Hamburg Sud customers for MSL CBU on the basis of ACBU task visibility. Overall 50 customers have onboarded with the help of team which will help Ontime invoice and improved IQ.
• Taken responsibility to drive improvement ideas and initiatives within the team. around 30 improvement ideas Agent View team has generated during this year.
• Spot Booking pricing issue alignment with disputes and FPO of Spot booking process. Have aligned this process to improve Ontime percentage of Apply and Verify Price task closures.
• Have fixed CSOP for 32 odd combinations of Shipper, Booked By and Price Owner where customer was facing issues with freight lines were added on Originals for Inland charges.
• Agent View performance measure - Have started culture of performance gauging for all 4 clusters which gives visibility of Agent Views performance to Site and focus on which area we need to focus and improve.
• Initiated automation of tasks I.e. Apply and Verify price task, RCDQI and AIT.
• Initiated Agile project for "Spot Bookings" to save revenue leakage - which in result saving 2237Usd average per week.
• Have established CM reports for processes which have manual checking- which in result ease work and reduced manual work and efforts.
• Initiated various process alignment which resulted in overall simplification and reduction of volumes.
• Initiated Agile project for Samsung in ECSA which needed hyper care as customer was is in mood of stopping business with company. Formed proactive set up for customer which in turn saved 3Lakh USD business yearly. This agile got second position in agile competition which was held in 2021.
• Collaborated project with Finance team for Boleto - online payment portal which enable customers to get payment confirmation and issuance together which reduced 200 monthly cases from case management.
• Formed process with help of service feature of CM for easy payment pending details to enhance customer experience and gained promoters. This initiative got first position in Blue Games competition organized in ECSA cluster.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Improved operational efficiencies while managing customers requests.
• Managed to settle 100+ accounts everyday which made top performer in team

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
• Responded to customer requests for products, services and company information.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Resolved concerns with products or services to help with retention and drive sales.
• Promoted available products and services to customers during service, account management and order calls.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Good product knowledge enabled to solve maximum calls from customers.

• Gathered financial information, prepared documents, and closed books.
• Evaluated and improved accuracy and completeness of financial records.
• Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and cash and banking reconciliations.
• Documented cash, credit, fixed assets, accrued expenses and line of credit transactions.
• Partnered with auditors on annual audits and realized compliance with governmental tax guidelines.
• Reconciled accounts and reviewed expense data, net worth and assets.