Customer Support and Administration

POSITION: Customer Facing Role

SUMMARY: In my current role with the Commercial team at APM Terminals Mumbai, I am responsible for providing timely and top-class service-levels to all terminal customers. Manage the Company’s publicity positive articles (both internal/ external), monthly newsletters, marketing collaterals, giveaways, photo shoots, Client visits, terminal tours, events, vendor management etc. In addition, independently handle new joiner’s induction/ terminal familiarization for various Maersk Group facilities viz; (GSC, DAMCO, Maersk Line) and their Customers (Key Clients – Importers/ Exporters). I am the focal point of contact between the Commercial team and other functions with regard to support and administration. Having completed my graduation in Commerce, I have done my Personal Secretarial Diploma from Davars Institute of Secretarial Studies & Services.

WORK EXPERIENCE

A ‘Public-Private Partnership’ (PPP) model in the Ports sector, APM Terminals Mumbai is one of India’s leading private container terminal’s operating at the Jawaharlal Nehru Port (JNPT), Nhava Sheva, India. The terminal is a Joint Venture between APM Terminals B.V. and the Container Corporation of India (CONCOR), a Government of India undertaking having an Annual Capacity of 2 million TEUs. While JN Port handles half of India’s containerized trade, APM Terminals Mumbai contributes to almost 45% of JN Port’s containerized throughput, which is almost 20% of India’s Export-Import trade.

JOB ROLE                             : Assistant Manager – Commercial Operations

                                                : reporting to the Chief Commercial Officer

SERVICE DURATION        : December 2008 to present

KEY RESPONSIBILITIES   :

To provide Customer Support for a Client Base of 13 Services (28 Major Shipping Lines); Handle Internal and External Communications.

• Customer focused mindset
• Good communication skills
• Strong man-management skills
• Strong leadership skills to inspire and motivate
• Work with a sense of urgency and result orientation

Resolve Customer queries by coordinating with external parties viz; Shipping Lines and the Exporters/ Importers and internal departments

• Ensure improved customer satisfaction
• Timely identification and action of risks to avoid them turning into issues
• Answer all queries/feedback/grievances on the Company’s website (general) email id and website related updates

Manage the Company’s Publicity Positive articles internal/ external), monthly newsletters, marketing collaterals, giveaways, photo shoots etc.

• Liaise with APM Terminals Head Office in The Hague, Netherlands

Ensure APM Terminals HSSE (Safety) compliance at all times by following the highest safety standards with no compromise.

• Understanding and promoting the importance of Safety by observing and supporting all safety initiatives, thereby demonstrating commitment towards safety

Focal point of contact between Commercial and other departments with regard to administration and support.

Manage all Client visits, terminal tours, events, vendor management etc by providing consistent and top-class service-levels to customers.

• Independently handled two Golf sessions for Clients and their families at an outdoor location (over 70 participants)
• Apart from the Golf tournament, planned Golf Clinics for non-golfers and adventure sports for women and kids

TRAININGS ATTENDED  :

 Strategies of Success for Women –a D&I programme (Diversity & Inclusion)

-          Outbound Values Session

-          Impact through Influence

-          Team Working

-          Excel/ Presentation skills

-          Yellow Belt training on Terminal Familiarization

-          Seminar on Sexual Harassment of Women at Workplace: Member of the Internal Complaints Committee (ICC)

-          Compliance, Code of Conduct and Anti-Fraud Sessions

LIMITATIONS     :

No Shipping/ Logistics background

CURRENT CTC    : INR 8.62 Lakhs

KEY RESPONSIBILITIES:

• Coordinate marketing initiatives, event support and logistics, marketing collaterals etc with various agencies, internal teams and global hub offices/ international counterparts
• Liaise with different departments handling customer queries
• Manage and update the Intranet, internal communication, product info, FAQs, advisories, and newsletters etc.
• Coordinate vendor meetings, internal meetings and compile minutes. Compiling and circulating weekly reports
• Support functional teams in creating documents, memo and presentations for both internal/ external communications

KEY RESPONSIBILITIES:

• Office Administration

• Advertising & Publicity

-          Interact with Shipping magazines and journals for advertising Krishnapatnam port, Nellore, Andhra Pradesh

-          Active participation in “SEA ASIA-2007” exhibition (April 2-4, 2007) at Suntec, Singapore

-          Vendor management

SPECIAL SITUATION        : October 2005 – January 2007

: Not working. Time-off to be with baby and family.

• December 2000: Joined as Assistant to Deputy General Managers (Operations)
• July 2002-January 2005: Executive Assistant to the Vice-President – Offshore Operations

KEY RESPONSIBILITIES:

• Provided support and training to juniors and new associates in office orientation
• Maintained an effective administrative support system for the officeReceived Letter of Appreciation from Van Oord – Dutch Shipping Company, for assisting in their project. 

January 2005–September 2005

• Appointed as a single point contact to handle all matters related to ship crew travel
• Assisted in organizing a TRAVEL DESK for the department
• Self-correspondence with Principals’ / all concerned
• Also assisted in various administrative roles

PROFESSIONAL QUALIFICATION:             

• Davar’s College of Commerce, Secretarial Studies & Services

-          1998: Personal Secretarial Diploma

The Course covered Business Correspondence, Basic Business Accounts, Office Management, Human & Public Relations, Electronic Skills and other allied topics.

EDUCATIONAL QUALIFICATION:              

• Through the University of Mumbai

-          1998: Bachelor of Commerce (B’ Com)

-          1993: Higher Secondary Certificate (HSC) securing First Class

-          1991: Secondary School Certificate (SSC) securing First Class

SPORTS/ HOBBIES:

• Badminton: Winner of Women’s Badminton Championship organized by Mumbai and Nhava Sheva Ship Agents Association (MANSA) and Women’s Championship at APM Terminals Mumbai
• Singing

REFERENCE: Will be provided on request