Bhavin Navin Shah

Experience

• 

  TNT

  Jul 2000 - Jun 2011

  # Guiding team of 55 credit controllers comprising a ledger of 35crores spreading 5 states for query management# Registering all customer queries / complaints in the SAP module, MIS and resolving them as per escalation matrix. Preparing periodic MIS reports and submitting them to the upper management for effective decision making# Visit various branches for training in effective resolutions of customers query and SAP module for effective call cycle & query management# Perform Invoice Corrections and issue credit notes to customers# Check SOP’s of Major accounts Show less # Structuring credit transactions innovatively and utilizing various financing options to ensure that customer needs are met consistently with risk management philosophy / principles# Analyzing credit policy feasibility in view of revenue generated and profits, accordingly initiating recovery processes. Recommending incrementing, decrementing, terminating credit limits in view of credit history# Compiling and maintaining all customer related information in the Sap module customer database in an accurate and complete manner as per data quality standards Show less # Devised and implemented “Tailor Made Services” targeting key clients with the aim of generating cream revenue and thereby, augmenting profitability scores of the business# Tracked the commercial (freight), clinical express & special express consignments to ensure their smooth transportation and delivery worldwide# Determined transportation, custom and other such rates/ charges for each courier types and quoted best possible prices to the customers thereby, ensuring business repeats# Coordinated with destination / origin countries airline operation staff to negotiate least possible transit time for clinical express & special express consignments as per customer needs Show less # Identified customer needs, accordingly planned and implemented turnkey marketing/ customer service strategies for se to consistently chart a rising business curve for all company services# Kept the customers updated on company services, attended to their queries and complaints to ensure customer satisfaction, business loyalty and increase client base# Liaised with customers to ascertain effective collection, transportation and invoicing for services provided as well as to follow up in case of any service failure# Regularly updated the customer database for future references whilst ensuring all the data captured are accurate/ complete and in compliance with set standards Show less # Successfully bagged, sorted and coded international consignments as per destinations, accordingly sent e-mails/ alerts to the respective airport depots for dispatching the courier bags# Maintained master airway bill stock, prepared receipts for all custom duties and octroi charges paid by the company as well as submitted the receipts to account department for maintaining a record of the same# Assisted the supervisor in solving problematic, freight & mail consignments in coordination with the respective departments Show less

  • Team Leader Query - Western India

    Apr 2010 - Jun 2011

  • Credit Control Executive

    Nov 2007 - Apr 2010

  • Special Service Executive

    Jan 2007 - Nov 2007

  • Customer Service Officer

    Mar 2004 - Dec 2006

  • Operation Assistant

    Sept 2003 - Feb 2004

  • Ground Service Assistant

    Jul 2000 - Aug 2003
• 

  Bolloré Logistics

  Feb 2011 - Jul 2012

  Dy. Manager Credit Control – Western India

  # Prepare daily, weekly & monthly MIS on Collections, Debtor Status, Credit notes, Complaints and submitting them to the top management for effective decision making# Analyzing credit and recommending, terminating credit limits# Compiling and maintaining all customer related information# Check with internal & external customers on transaction which are in arrears

• 

  DTDC Express Limited

  Aug 2012 - Jul 2018

  # Leading the Client Support Team PAN India of +150 with 10 direct functional reportee# Projecting the execution of Front-line & Back-line team in Client Support Team throughout the country# Framing & implementing the KRA’s & KPI’s of Client Support Team# Coordinating with Direct Party Operations Team for execution of agreed SOP’s & SOW’s with the customers# Analyzing the key service failures of direct party customers and suggesting the corrective and preventive measures to overcome it # Liaising for PAN India Roll out & executing National Contracts signed across the country# Engaging in declaring Dynamic Fuel Surcharge for Domestic Express of Air as well as Surface mode on monthly basis# Support Collection Team for query resolution related to SLA’s of National Contracts & Major Direct Party Customers# Outlining the Operational, Billing & Collection SOP’s and Sales Agreement / Contracts in consultation with required stakeholders Show less # Pan India Roll out of National Contracts signed across the country# Be an escalation for PAN India reverse pickups# Flash the Dynamic Fuel Surcharge for Domestic Express# Lead the outbound KAT – Key Accounts Team (20 executives) for West Zone1 (Mumbai)# Support Collection Team for National Contracts & West Zone1 (Mumbai) Customers# Upgrade customer to premium products# Map customer with nearest branch or channel partners for service# Define Operational, Billing & Collection Standard Operating Procedures (SOP’s) Show less

  • Head - Client Support

    Apr 2017 - Jul 2018

  • Manager - National Contracts

    Aug 2012 - Mar 2017
• 

  Pahal's Pride

  Oct 2017 - now

  Co-Founder | Designated Partner
• 

  GATI-KWE

  Jul 2018 - Aug 2019

  Zonal Customer Service Manager

  # Handling escalations, Ensuring not more than 2 % to go beyond Head - Business Development level.# Setting up of Customer Service concept at Express Distribution Centre's# Coordinating for day to day issues for smooth functioning of Customer Service.# Maintaining Complaint Resolution Rate & Complaint Resolution Index# Training of Customer Services resources in the Zone.# Give inputs in Quality process of customer service for further improvements# Identify and drive execution of continuous improvement opportunities within supply chain operations based on results of operating and financial performance indicators.# Prepare and establish the Supply Chain Toolbox to design and build the Value chain dashboard Show less

• 

  V-Trans (India) Ltd

  Aug 2019 - now

  • National Manager to Executive Director's Office

    Nov 2023 - now

  • Corporate Manager - Customer Service

    Feb 2021 - Oct 2023

  • Executive Assistant

    Aug 2019 - Jan 2021
• 

  V-Xpress (a division of V-Trans (India) Ltd.)

  Nov 2019 - now

  • National Manager - Business Intelligence

    Nov 2023 - now

  • Corporate Manager - Claims

    Feb 2021 - Oct 2023

  • Manager - Helpline & CRM

    Nov 2019 - Jan 2021