Shankar Iyer
Customer Service - Liner Shipping
Summary
Collaborative leader 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.
Overview
19
19
years of professional experience
1
1
Language
Work History
Customer Service Manager
Hapag Lloyd Business Services Malaysia Sdn. Bhd.
05.2023 - Current
- 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.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Support Manager
Hapag Lloyd Business Services Malaysia Sdn. Bhd
03.2022 - 05.2023
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
Senior Coordinator Customer Service Documentation
Hapag Lloyd Pte. Ltd
06.2013 - 07.2020
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
Customer Service Supervisor
Hapag-Lloyd India Pvt. Ltd
04.2011 - 05.2013
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Senior Coordinator Customer Service Documentation
Hapag-Lloyd India Pvt. Ltd.
04.2010 - 03.2011
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Senior Officer
Damco India Pvt. Ltd.
12.2009 - 03.2010
- Ensure seamless Customer Service by closely coordinating with all concerned parties
- Handle Export & Import Documentation for variety of shipments including Free Hand & Ad-Hoc shipments
- Execute nomination shipments of key clients according to the prescribed SOP.
Customer Service Executive
Albatross Shipping Pvt. Ltd.
01.2008 - 12.2009
- Provides Cost-Effective Logistics solution to our key clients for Ocean Export shipments to USA & other destinations as well; by comparing the best rates available, from various carriers
- Managed customer queries tactfully & ensured complaints, if any, are resolved immediately.
- Provided primary customer support to internal and external customers.
Customer Service Executive
Savino Del Bene Freight Forwarders Pvt. Ltd.
07.2006 - 01.2008
- Provided end-to-end Logistics support to our key clients for their Import shipments
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Office Assistant
CIC Logistics Pvt. Ltd
03.2005 - 06.2006
- Delivered clerical support by handling range of routine and special requirements.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
Education
Bachelors of Commerce -
University of Mumbai
Skills
Inter-department collaboration
Team Leadership and Development
Customer-focused
Process improvement specialist
Skilled trainer
Logistics and Supply Chain Management
Problem-Solving and Critical Decision-Making
Team player and empathetic
Accomplishments
- In 2011, I trained the new team for Export Documentation after Hapag-Lloyd consolidated their Customer Service Team in Chennai. I also lead this team for more than a year.
- In 2013, I was involved in training all colleagues of Area India to the new Dispute Management Tool introduced by Hapag-Lloyd.
- Since July 2020, I have been an integral part in setting up Hapag-Lloyd's QSC in Malaysia, which included recruiting, training and on-boarding of new colleagues.
- I was also responsible for migrating Export Documentation processes of 5 Southeast Asian Countries into QSC Malaysia.
- Collaborate closely with our Service Centre to improve our NPS over the past 2 years.
Timeline
Customer Service Manager
Hapag Lloyd Business Services Malaysia Sdn. Bhd.
05.2023 - Current
Customer Service Support Manager
Hapag Lloyd Business Services Malaysia Sdn. Bhd
03.2022 - 05.2023
Senior Coordinator Customer Service Documentation
Hapag Lloyd Pte. Ltd
06.2013 - 07.2020
Customer Service Supervisor
Hapag-Lloyd India Pvt. Ltd
04.2011 - 05.2013
Senior Coordinator Customer Service Documentation
Hapag-Lloyd India Pvt. Ltd.
04.2010 - 03.2011
Senior Officer
Damco India Pvt. Ltd.
12.2009 - 03.2010
Customer Service Executive
Albatross Shipping Pvt. Ltd.
01.2008 - 12.2009
Customer Service Executive
Savino Del Bene Freight Forwarders Pvt. Ltd.
07.2006 - 01.2008
Office Assistant
CIC Logistics Pvt. Ltd
03.2005 - 06.2006
Bachelors of Commerce -
University of Mumbai