Samir Dalvi Email & Phone Number

Thane, Mh, In

Pune Area, India

Mumbai

As a Regional Customer service manager, I had been given an opportunity to lead the biggest region in India (In terms of the Revenue and the FFEs).The Key deliverables under the said profile are :Driving end to end ownership of customers with team.Developing the Customer first thinking within the team.Maintain and develop the NPS (Net Promoters score) of the region.Achieve the budgeted volumes published by (Trade and Marketing) TNM for the regions.Implement the… Show more As a Regional Customer service manager, I had been given an opportunity to lead the biggest region in India (In terms of the Revenue and the FFEs).The Key deliverables under the said profile are :Driving end to end ownership of customers with team.Developing the Customer first thinking within the team.Maintain and develop the NPS (Net Promoters score) of the region.Achieve the budgeted volumes published by (Trade and Marketing) TNM for the regions.Implement the constructive customer engagement plan to cover all our customers.Improve profitability through D&D (Detention and Demurrage) recovery process.Strategize the import longstanding clearance plan.Compliance of standard operating processes by the team.Other System Proficiencies :>> FACT (Finance and Accounting for Container Transport – Financial system) Super user >> GCSS (Global Customer Service System) (System used for the Booking, Operations, Manifestation and Documentation) Super user>> SCV (Single Customer View – related to E-commerce) Super user>> CXED (Detention Invoicing and freetime recorder system) Super user Show less

Mumbai

The role largely consists of streamlining the Export and Import processes, Centralise it and arrange to hand over to the GSC (Back offices).The CEE team basically consist of Six super users and system experts, who are involved in the process study, mapping, centralisation under CEE and then handover to GSC.Main aim of CEE is to gain the efficiency by migrating the standard processes to GSC and free up frontline customer service to concentrate more towards customer centric… Show more The role largely consists of streamlining the Export and Import processes, Centralise it and arrange to hand over to the GSC (Back offices).The CEE team basically consist of Six super users and system experts, who are involved in the process study, mapping, centralisation under CEE and then handover to GSC.Main aim of CEE is to gain the efficiency by migrating the standard processes to GSC and free up frontline customer service to concentrate more towards customer centric tasks.Regularly publish the Region (India & Sri Lanka) performance scorecard and activities managed and mapped by CEE.The team also monitors the performance of both GSC and Front line Customer Service Agents (CSA) to bridge up the process gap for any issues / concerns.Regularly conduct meetings / follow ups with Front line CSA and GSC to address the issues, concerns and Suggestions.Conducting regular trainings / Webex’s with GSC to ensure updates and system changes are available with GSC / Front line CSA.This is a unique activity performed by CEE under Safmarine, which has also been appreciated and recognised by Safmarine Head. Show less

Mumbai Area, India

Significant Highlights of the role :To ensure error free documentation with compliance of all related Standard Operating Procedures (SOP’s) and procedures.Timely documentation and Manifestation, keeping the customers updated with their shipments. Map the Documentation processes and achieve the highest efficiency, with maintaining the highest data quality.Regular monitoring and analysing the performances of the team basis the allotted Key Performance Areas (KPA’s)… Show more Significant Highlights of the role :To ensure error free documentation with compliance of all related Standard Operating Procedures (SOP’s) and procedures.Timely documentation and Manifestation, keeping the customers updated with their shipments. Map the Documentation processes and achieve the highest efficiency, with maintaining the highest data quality.Regular monitoring and analysing the performances of the team basis the allotted Key Performance Areas (KPA’s) and discussing the topics for sharing knowledge on monthly meetings.Tracking the longstanding containers and further action in close co-ordination with Auction department to the get the containers back in company’s fleet.Ensuring “0” outstanding (Local charges and Detention) against Mumbai cluster (Covering Nhava sheva, Pune, Nagpur, Aurangabad, Hyderabad).Regular courtesy visits to customers to keep a personal touch and steady business.Tackle critical issues related to Documentation and Customer service for Mumbai Region. Show less

Mumbai Area, India

Actively involved in the process of Data Cleansing and Conversion Activities across AP Moller affiliated companies covering the data of Customer, Vendor, HR, Bank, Materials and Purchase Info Records.Lead a team of 4 Associates to perform the Data cleansing and conversion activity.Involved in providing the Centralized Support to all locations for the Master Data Management (MDM) related issues and getting it resolved thru personalized trainings / Webex trainings and guiding… Show more Actively involved in the process of Data Cleansing and Conversion Activities across AP Moller affiliated companies covering the data of Customer, Vendor, HR, Bank, Materials and Purchase Info Records.Lead a team of 4 Associates to perform the Data cleansing and conversion activity.Involved in providing the Centralized Support to all locations for the Master Data Management (MDM) related issues and getting it resolved thru personalized trainings / Webex trainings and guiding thru Telecom.Clean up the core Customer database system (SCV – Single Customer View) and updating the Customer information from various resources like Internet, Directories etc to ensure correct and complete information flows into new system FACT.Extracted Vendor information from DB2RRIS and format the same for SAP upload.Obtain the information on the PIR (Purchase info records), Materials, Bank and HR data from the business heads and formatting the data for the smooth SAP Upload.Allotted Training courses to Trainers and Super users in MLC (Maersk Learning Center) and ensured its timely completion.Provide the MDM Training on the Omada process on a PAN Country Level. Arrange for training sessions for the Super users in close co-ordination between Super users and Trainers (TCS). Show less