Smitha Manoj Nair

• Manage Customer experience process of Areas to ensure alignment with customer requirements and company vision
• Steering Logistics business generation within CX with highest data quality and processes
• Resolved various issues impacting sales management and business operations
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
• Drive NPS surveys, own customer feedback via different channels and initiate conversations with relevant stakeholders on how to improve together
• Establish relationships with customer management teams to strengthen footprint with them
• Support process execution and organizational setup of global system roll outs to support digitization
• Build strong teams, ensure trainings in accordance with global standards, Engaged employees in business processes with positive motivational techniques
• Assessed employee performance and developed improvement plans. Met deadlines by proactively managing individual and team tasks and streamlining processes
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
• Ambassador for customers, be efficient reliable partner, thereby drive the vision of offering E2E logistics services
• Manage day to day operations and administrative processes of the branch

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• Manage documentation processes of said shipping lines as agents - export, import and counter departments
• Manage communication with various stakeholders and key customers
• Supervise counter processes in line with local legal procedures, maritime laws and shipping line regulations
• Authorized B/L signatory
• Management reporting and analysis
• Strengthened system efficiency by identifying lagging operational processes and implementing optimal solutions
• Assisted in continuous improvement activities while developing and maintaining resulting documents

• Managed import operations from locations across the to UAE and Cross trades via Dubai
• Communications with stakeholders - overseas offices, customers and sales team
• Handled airfreight rate enquiries and operations of Kuwait branch office in the role of midddle-east coordinator
• Handled export operations for short period
• Errors free data submission into the systems, invoicing of the respective job files
• Handled some key accounts and projects (Johnson & Johnson)
• Maintaining and reporting - Statistics
• Ensure smooth operations to the best of customer’s satisfaction

• Part of a 25 member's team for documentation activities of all India locations
• Comprised coordinating with the respective locations, documentation teams and customers for obtaining complete information for documenting bills of lading
• Errors free submission of B/L data into Maersk Sealand mainframe systems, prepared as per Customs rules and regulations of the locations and ensuring no fines are imposed on the company
• To ensure customer receives a clean bill of lading within the TAT
• Data quality standards to be maintained as per Copenhagen guidelines
• Assisting vessel release team whenever required
• Ensuring every Deadline (Cut-off) was met within the TAT
• Achievement :
• Was instrumental in convincing customers to use E@syBl software (An in-house software used to prepare Bills of Lading) on an all India basis

• Handling administrative activities and front office, petty cash
• Handling Financial Database of the company comprising of compilation of Financial Accounting of companies into systems and MIS reports