Selvam Krishnamurthy Email & Phone Number

Mumbai, Mh, In

Mumbai

India

Mumbai Area, India

India

Chennai

 Interacted with the Business Development Team in bringing up new projects and enabled smooth transition of new projects. Coordinated with onshore Service Delivery Managers and actively involved in project governance meetings to comprehend the delivery requirements and communicate expectations to Internal Teams. Maintained leadership level relationships with customer and onshore team. Functioned as a point of contact for client issues, escalations and complaints.

Chennai

The Growth PathJan’10 – Mar’11 Manager - Customer Service Imports ProcessApr’11 - Jun’11 Asst. Gen Manager – Customer Service Booking ProcessJul’11 – Aug’13 Asst. Gen Manager - Customer Service Process - KPOSignificant HighlightsAs Asst. Gen Manager - Customer Service Process: Played a pivotal role as NAM Cluster Account Lead for the customer service relationship & experience process for driving the overall plans of migration. Spearheaded the activities for managing various Value-Add Improvement Projects, thereby productively saving USD 3 Millions.  Mapped the overall strategic direction for Maersk Line through continuous interactions with the Maersk Line Leadership Team. Addressed the implementation issues and action log throughout the project life cycle and ensured learnings are shared with the other GSC Customer Service teams. Maintained relationships with On Shore Country Heads, Customer Service Managers as well as Customer Service Agents to have constant Voice of Customer & Voice of Process seen from staff closest to the customers and markets.  Functioned as an ‘Operational Excellence’ Ambassador and motivated operational staff. Assessed the global operational processes and validated possibilities of cost reduction against service delivery level. Devised customer dashboards that satisfy customer current and future demand. Introduced e-Visual Management System with relevant measures provided as part of the Migration kit to ensure effective process performance. Effectively involved in the migration of the first of its kind knowledge base process in the set timeline. Administered cross functional improvement projects that has eliminated waste in the upstream and downstream processes.

Chennai

 Spearheaded the Customer Service e-Booking Team and ensured its delivery on time. Handled the migration of the Booking Process at the Country clusters to the GSC. Imparted training on the end to end business cycle at regular intervals to the team members. Determined opportunities for improvement in the end to end process.

Chennai

 Handled the migration of import tasks from the Country Clusters, thereby ensuring seamless transition and sustained performance. Offered performance measures from a GSC perspective as per the customer perspective.  Generated growth from 35 to 100 FTEs in the Imports Process without any service delivery issues. Spearheaded the improvement projects, resulting in productivity gain of 15.2 FTEs at the end of the year. Devised the Training Module to improve the domain knowledge in the users leading to improved service delivery and enhanced customer satisfaction.

Significant Highlights Interfaced with the Business Process Management Team in developing new projects and streamlined the transitioning of projects from the respective area offices. Scrutinised the Transition Process and implemented SOPs to facilitate smooth functioning of process by ensuring conformance to Service Level Agreements. Effectively involved in the transitioned projects from 7 regions, involving 5 system changes. Co-facilitated 9 Six Sigma Projects resulting in process efficiency and cost savings. Distinction of being recognized for strategizing a process re-engineering model for the entire organization. Executed the Quality System Certification for ISO 9001 & ISO 27001. Conducted 15 Internal Quality Audits of the QMS for ISO 9001:2000. Functioned as an instrumental member of team in execution of Knowledge Management in the organization. Accelerated Business Continuity Management & Disaster Recovery Planning functions in the team.

Responsibility for end to end Service Delivery for the Customer Service Operations functions from Transition Planning to delivery as per Contractual SLAs. Transitioned 3 Processes involving 3 System Changes. Responsible for the complete work transfer from CP Ships to Hapag-Lloyd for the Processes handled. Hapag-Lloyd acquired CP Ships in November 2005

Transworld group is the Organization which is a provider of turnkey support services in Logistics, Supply Chain, Warehousing, Shipping, and Supply Chain efficiencies. Have been responsible for establishing and maintaining customer loyalty by managing the on-going customer relationship. Facilitate and guide and direction for Customer Support Representatives by providing a high-level of professional, competent support to all customers at a 2nd level.

China Ocean Shipping (Group) Company (COSCO) the national flag carrier of the People's Republic of China, is one of the world's premier full service intermodal carriers. The company utilizes a vast network of ocean vessels, barges, railroad and motor carriers to link the international shipper with the consignee. Had been completely responsible for Import & Export Customer Service Functions and liasoning with the Port authorities, Principals, Customers & Government departments.

Responsible for the timely completion of Shipping Documentation.and submission of documents to Port & Customs Authorities.Had been taking care of the complete activities in the Equipment (Inventory) Control department.

Mba, International Business

B.Sc, Maths

10+2, Commerce, Economics And Accountancy