Nithin Prathapan Email & Phone Number

Marseille, Provence-Alpes-Côte D'Azur, France

Spearhead VoC initiatives/action plans and optimization initiatives across the Customer Care department

Chennai Area, India

- Leading 18-member team with 3 folded objectives of providing professional services (EDI / API), Level 3 digital support to eCommerce customers and Process Excellence for continuous improvements. - Setup the team in Chennai, India and kick-started EDI & API deployments with key customers of the group. - Industrialized Customer Support for Web and B2B domains and developed KPIs. - Lead the team to achieve automation in the process to again efficiency and built work flow tool ‘Niya’… Show more - Leading 18-member team with 3 folded objectives of providing professional services (EDI / API), Level 3 digital support to eCommerce customers and Process Excellence for continuous improvements. - Setup the team in Chennai, India and kick-started EDI & API deployments with key customers of the group. - Industrialized Customer Support for Web and B2B domains and developed KPIs. - Lead the team to achieve automation in the process to again efficiency and built work flow tool ‘Niya’ to manage the eCommerce projects and automated reports for various stake holders including GBS, Agencies and other internal stake holders.- Built an automated solution to monitor the E-Invoice integrity to avoid payment disputes. Show less

Chennai Area, India

- Regional eCommerce trends – development, reporting and statistics (agency / customer performance monitoring, new opportunity analysis & marketing, internal / external product reviews and competitor strategy). - Analysis of Channel Service Provider engagement and scope for optimization (INTTRA / GT Nexus & Cargosmart). - Liaising with Regional eCommerce Sales coordinator to advise appropriate eCommerce solutions for customers. - EDI Project development – Identifying potential… Show more - Regional eCommerce trends – development, reporting and statistics (agency / customer performance monitoring, new opportunity analysis & marketing, internal / external product reviews and competitor strategy). - Analysis of Channel Service Provider engagement and scope for optimization (INTTRA / GT Nexus & Cargosmart). - Liaising with Regional eCommerce Sales coordinator to advise appropriate eCommerce solutions for customers. - EDI Project development – Identifying potential clients & proposing / monitoring service roll-outs. - Service Delivery monitoring, with specific focus on global eCustomer support operations at the regional level. - Assist in agency process transformation to increase customer happiness – have built an automated tool (iReceipts) for CC India to process payment confirmation request from the customer which reduced lead time from 2-5 hours to 10 mins.- Worked with HO eCommerce and Communication department on preparing and sending out Email Marketing Campaigns & Customer Survey/Voice of Customer (VoC).- Deployed first eBL (Paperless) solutions for CMA CGM in collaboration with Bolero. Show less

Chennai Area, India

• Supervised 7 member team responsible for 24*7 global eBusiness support and Data Quality.• Responsible for SLA and Productivity of the team vis-à-vis various functional processes handled including Customer registrations, Level 2 container tracking, Regional eBusiness support and eBusiness data quality.• Lead the initial development of Data Quality project in Chennai, covering dedicated technical support for INTTRA• Development and management of in-house work-flow tool.

Chennai Area, India

• Part of first global eBusiness satellite unit, established in Chennai during 2010 to handle global eBusiness customer registrations and level 2 container tracking support.• Responsible for manning daily shift operations, and developing process and procedures to next level as part of activity standardization• Designed effective mechanism to evaluate, monitor and action container tracking requests from customers in liaison with global transshipment and agency teams.

B.Com, Commerce

Master Of Business Administration (Mba), Logistics & Shipping