Rachana Waikar
Singapore
Summary
Results-driven shipping professional with over 10 years of experience specializing in multitasking and managing projects and logistics of varying sizes to achieve ambitious commercial targets. Proven success in developing and implementing effective strategies that significantly enhance organizational performance. Expertise in navigating multiple demands and shifting priorities while consistently driving process efficiency for optimal outcomes. A natural leader and communicator, skilled at inspiring teams and fostering collaboration across all levels of the organization.
Overview
11
11
years of professional experience
Work History
Country Manager - Singapore, Malaysia & Vietnam
ISS Global Forwarding Singapore, Malaysia & Vietnam
Singapore, Malaysia & Vietnam
01.2024 - Current
- Currently leading the organization as the Country Manager for Singapore, Vietnam and Malaysia at ISS Global Forwarding. This role encompasses strategic oversight and the execution of business plans to enhance operational efficiency across the region. A focus on building strong relationships with key stakeholders ensures the alignment of business objectives with customer needs, fostering a culture of excellence.
- Directly responsible for the countries' Profit & Loss Budget achievement. Directing the financial performance analysis and reporting for Singapore, Vietnam and Malaysia to ensure profitability.
- Implemented strategic initiatives to convert negative EBITDA P&L into positive outcomes in all three countries within a year.
- Assembled a comprehensive team from scratch, focusing on sales operations, finance, and support.
- Spearheaded development of organizational systems and implemented system enhancements.
- Engaged in strategic discussions to enhance process excellence through new development initiatives.
- Conducted in-depth market analysis and developed tailored strategies to effectively penetrate Singapore, Vietnam and Malaysia markets.
- Developed and maintained strategic relationships with local partners to enhance service delivery.
- Facilitated team success by implementing effective management practices and fostering motivation to exceed established goals.
- Facilitated collaboration among diverse teams to establish and implement effective regional market penetration strategies.
- Identified and assessed market trends to guide strategic initiatives and refine product offerings.
- Developed and nurtured strategic partnerships with key stakeholders to enhance regional brand visibility.
Regional Director - West India
ISS Global Forwarding India
Mumbai, India
01.2021 - 01.2024
- In the capacity of Regional Director for West India, responsibilities included building the positive P&L and overseeing operations and ensuring service excellence across multiple branches. This position required a strategic mindset to navigate the complexities of the logistics landscape while maintaining high standards of customer service.
- Built a P&L worth USD 60 Million top line yearly in a span of 4 years.
- 25 % Return on Cash Employed ( ROCE ) on EBITDA Level.
- Built a team of 80 people from zero and managed them to bring out the best for the company.
- Responsible for customers and commercial targets for 8 branches in west India covering all products across Sea, Air, Contract logistics, trucking, customs clearance, supply chain Management.
Customer Service & Operations Manager
ISS Global Forwarding India
Mumbai, India
08.2017 - 01.2021
- Served as the Customer Service & Operations Manager, focusing on optimizing service delivery and operational processes. This role involved coordinating with various departments to ensure seamless operations and high customer satisfaction.
- Implemented process enhancements that increased customer satisfaction.
- Developed training programs for staff, resulting in improved service delivery and reduced response times.
- Established performance metrics to monitor and improve operational efficiency.
- Superuser for all the operational excellence.
Key Account Customer Service
United Arab Shipping Company (S.A.G)
Mumbai, India
07.2015 - 08.2017
- Established strong relationships with key clients and provided them with exceptional customer service, resulting in increased customer loyalty and a 67% increase in repeat business.
- Analyzed customer service data and identified key trends, allowing for more targeted and effective customer service strategies
- One of the major KPI was DSO.
- Developed and maintained relationships with key stakeholders, resulting in improved customer service and increased customer loyalty.
- Managed to align the various internal processes with customer resulting in a drop of inbound calls by 40%
- Created customer service reports that provided key insights into customer preferences and behaviors
- Have managed to keep the Customer WOW experience constant by keeping a close follow up on each Key Client's trend with UASC in terms of various pro-cess Turn Around Time, volumes and publishing the same to customers as well as internal stakeholders on a quarterly basis.
Management Trainee
United Arab Shipping Company (S.A.G)
Mumbai, India
01.2015 - 07.2015
- Joined UASC as my first job in the logistics industry. Was part of all the departments including booking, documentation, finance, sales to understand the process.
- Was a pilot management trainee to centralized various documentation and booking processes for the company.
- Documentation Standard operating processes for booking, documentation and invoicing for the reference of various teams in the company
- Centralized all the processes in india from 20 branches in UASC India to a back office which was newly created in mumbai.
- Worked for various process improvements in the centralized office.
Education
Masters of Business Administration - International Business
DY Patil University School of Management
04.2014
Bachelors of Commerce - undefined
Mumbai University
04.2012
Skills
- Leadership
- Strategic Planning
- P & L Ownership
- Business Development
- Supply Chain Management
- Customer Relationships
- Stakeholder Management
Websites
Languages
English
Marathi
Hindi
French
Internships
- Intern , Kokuyo Camlin, Mumbai, India JUNE 2013 – AUGUST 2013
- Intern , Schindler India, Mumbai, India NOVEMBER 2014 – DECEMBER 2014
Timeline
Country Manager - Singapore, Malaysia & Vietnam
ISS Global Forwarding Singapore, Malaysia & Vietnam
01.2024 - Current
Regional Director - West India
ISS Global Forwarding India
01.2021 - 01.2024
Customer Service & Operations Manager
ISS Global Forwarding India
08.2017 - 01.2021
Key Account Customer Service
United Arab Shipping Company (S.A.G)
07.2015 - 08.2017
Management Trainee
United Arab Shipping Company (S.A.G)
01.2015 - 07.2015
Bachelors of Commerce - undefined
Mumbai University
Masters of Business Administration - International Business
DY Patil University School of Management