DILSHYAM KALATHIL
SENIOR CUSTOMER SERVICE OFFICER
Dubai
Summary
Experienced shipping and logistics expert with a proven track record spanning over 10 years, seeking an engaging role that offers ample opportunities for career advancement and professional development within the shipping and logistics sector.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
SENIOR OFFICER - CUSTOMER SERVICE
CMA CGM AND ANL (NE) LLC
06.2018 - Current
- Provided exceptional customer service to the groups Large/Advanced customers to meet their unique needs and expectations resulted in 90% customer satisfaction
- Supervised overall activities of the department & DO counter leading to better service levels and customer experience
- Collaborated efficiently with stakeholders to ensure all customer queries were responded within agreed SLA & quality, resulting in improved customer experience & 0% complaints
- Resolving complaints in case of unexpected shipment disruptions/ issues
- Point of contact for key customers such as IKEA, Al Futtaim, LANDMARK, Kuehne + Nagel, Expeditors and assisting them with timely responses
- Provided expert guidance on process queries, leading to streamlined operations and enhanced customer satisfaction for Abu Dhabi, Qatar, Oman, Kuwait, Bahrain clusters
- Played major role during the transition period of developing the Electronic DO procedure which was appreciated by the management
- Provided trainings to the new joiners & streamlined new joiner training process, reducing onboarding time by 25% and ensuring a faster integration into the team
- Handled Documentation and invoicing invoicing activities of the department for 2 years
- Vessel Manifest submission Dubai Trade portal, Co-ordinating with the Overseas Counterparts for queries like amendments & CODs, Follow up with customers & CMA counterparts to clear the long staying containers
- Preparing Weekly and monthly DO & BL reports for the Management Meeting.
CUSTOMER SERVICE COORDINATOR
MODERN FREIGHT COMPANY
09.2015 - 06.2018
- Mostly focused on handling import console boxes & Co-ordinating with carriers for collection of NOC/Delivery Order
- Checking with customer for new import shipments and getting enquiry for the rates
- Successfully coordinated with overseas agent to respond to 100% of customer enquiries and quote rates within 24 hours, improving customer satisfaction and response time
- Routing the shipment once customer confirms the rates
- Tracking and update the customer with vessel schedule
- Pre-alert and other documents could be collected accordingly for Job opening
- Filing of Manifest with Dubai Trade, Update charges & sending of Cargo Arrival Notification to the customers against each shipments
- Issuance of Delivery Order / Bill of Exchange, If customs clearance is involved, then co ordinate with the stakeholders for arranging clearance & delivery
- For Tran-shipment cargo, communicate with the co-loaders for rates & releasing the cargo once confirmed
- Release Tran- shipment DO from SAS
- Job Costing / Approval of Agent Invoices, Bi-Monthly & Monthly Report for Management Meeting.
DOCUMENTATION EXECUTIVE
SEAMAX SHIPPING INDIA PVT. LTD
03.2015 - 08.2015
- Responsible for start to end support for export/import functions of the company including documentation and Customer Co-ordination.
EXECUTIVE - DOCUMENTATION
CMA CGM SHARED SERVICE CENTRE
11.2013 - 01.2015
- Preparing Draft Bill of Lading with the help of Shipping Instructions provided by the shipper.
Education
MBA - SHIPPING & LOGISTICS
Bharathiar University
01.2011 - 04.2013
BBM - BUSINESS MANAGEMENT
Bharathiar University
01.2008 - 04.2011
Skills
Proficient in carrying out import export operations with extensive knowledge of the government Policies & regulations
Proficient in Outlook & MS Office applications
Good communication skills, problem resolution abilities & maintains confidentiality
Ability to work a flexible schedule while maintaining a good attendance record
Skilled at multi-tasking and a quick learner
Effective team player thriving in a team environment to achieve business growth objectives
Languages
ENGLISH
MALAYALAM
Tamil
Hindi
Projects
- Project Study on Inward and Outward Clearance of Ships by ACT Ship Agency, Cochin.
- Industrial visits to Tuticorin Port Trust, Cochin Port Trust, Vilsons and St.Johns Shipping Companies in Tuticorin.
- Internship program at Chennai Port Trust.
Timeline
SENIOR OFFICER - CUSTOMER SERVICE
CMA CGM AND ANL (NE) LLC
06.2018 - Current
CUSTOMER SERVICE COORDINATOR
MODERN FREIGHT COMPANY
09.2015 - 06.2018
DOCUMENTATION EXECUTIVE
SEAMAX SHIPPING INDIA PVT. LTD
03.2015 - 08.2015
EXECUTIVE - DOCUMENTATION
CMA CGM SHARED SERVICE CENTRE
11.2013 - 01.2015
MBA - SHIPPING & LOGISTICS
Bharathiar University
01.2011 - 04.2013
BBM - BUSINESS MANAGEMENT
Bharathiar University
01.2008 - 04.2011