Vaishakh Poyil

• Responsible for B2C First and Last Mile operations, covering 7 emirate’s and out of service areas
• Oversee the daily operations of carriers around 1500 plus shipments, including maintaining their schedules, monitoring routes, reports and fostering positive working relationships with carriers
• Use route planning to build efficient delivery routes
• Handling vendors, 3rd party delivery partners, rent a car,( 3PL) for all operational and daily work activities regards delivery and follow-ups
• Follow up for International Shipments Dimensions/weight check, accordingly, Obtain quotations from Sub Agents like UPS | FEDEX | DHL | SAMSA | SKYEX etc
• Upon finalization of quotations, process the online booking of the shipment through UPS/DHL global system
• Coordinate with carriers, freight forwarders, and warehouses to schedule pickups and deliveries
• Assist in the management of day-to-day activity and escalation of client emails and calls within the service level agreement
• Assigning daily tasks to zone drivers and ensuring pickup and deliveries are completed within the time frame
• Fleet planning and load balance for the next day dispatch, also training and recruiting of drivers
• Problem Resolution: Investigate and address any issues or discrepancies related to orders, deliveries
• Collaborate with internal departments to resolve operational challenges and prevent recurring issues
• Documentation and Record-Keeping: Generate client wise delivery reports, sales performance metrics to track customer service KPIs and identify areas for improvement
• Continuous Improvement: Collect feedback from different sources to identify opportunities for service enhancement
• Analise customer feedback and operational data to develop strategies for improving customer satisfaction and operational efficiency

• Managing, Monitor and coordinate with drivers carrying an average of 1000 orders daily with the help of team
• Dispatch drivers ensuring all assigned deliveries are attempted with a minimum completion rate of 98 percent
• Provide support in pick-up and delivery of products according to client requirements, with a client basic of 49 plus, according to shit basic
• Provide technical support and training to clients, regards to company portal
• Respond to delivery related inquiries, concerns from customers and clients
• Schedule and route plan deliveries and prepare delivery monthly client reports
• Use Transport Management system and social media platform to communicate with drivers, clients and update accordingly on the company's delivery portal
• Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.

• Inbound, Outbound calls and emails to customers, related to Shipping issue investigations and maintenance of the online retail orders, updating Stock tracking
• Internal communication with the partner related to the shipment of the order in an adequate timeframe (DHL -Blue dart, UPS, Royal mail-UK Stuart)
• Order Processing for UK, Europe, India and UAE customers (EMEIA regions) involving RMA creation, Sales order change, replacements, stock allocation, and all end to end quires of online retail orders
• Processing all requests regarding Sales orders, payments, etc in SAP system
• Back-office customer support and order management
• High level of customer service by taking ownership of customer queries and handling Complaints in a timely manner
• Communicated with Vendors, carriers, Apple Distribution Centre's and other professionals to resolve delinquency and logistics issues
• Ensure that orders are in accordance with the company's Export compliance policy and international regulatory standards (SAP-GTS SPL)
• Risk Assessment /Fraud prevention of online retail orders, with a focus on EMEIA regions
• Processing of Debit / Credit Note when required under the team leader’s approvals

• Company Overview: PORTUGAL
• Increase the user growth and achieve the monthly sales goal
• Create promotional stalls in malls, metros, etc in order to maximize the customer base, implement various selling strategies to make maximum sales to the customers
• Act as an agent and distributor in the local market according to client requirements
• PORTUGAL

Company Overview: (IMMIGRATION & STUDYABROAD)

• Cold calling, converting raw data and leads into company clients
• Procuring new clients through direct contact, word-of-mouth, and collaboration with the marketing department
• Connecting potential customers, providing career counseling, ranking universities and programs
• Accordingly closing the deal
• Collaborate with colleagues to exchange information on sales strategies & marketing info
• Provide consultation for visa through online channels and explain the complete process for immigration
• Follow up for visa, travel and relocation, admission supports abroad (Europe and UK)
• High Business to Business tie-ups, Client Acquisition and End-Relationship (Oversea)
• Estimating the existing processes and leading the process improvements
• Proficient in Microsoft Word, Excel, and PowerPoint
• Promoted from Customer Relationship Officer to Business Development
• Joined Company as Relationship Officer and performed as Top Sales Achiever

• Company Overview: (APPAREL INDUSTRY)
• Coordinating with client and operation team
• Perform basic administrative tasks, maintains proper recordkeeping and filing system for all work orders, preventive maintenance checklist and manages office supplies/inventory for team
• Exceptional customer service skills, over the phone and in person, with customers and the team, MS Word, Excel user, Document editing