Open To Work
Aditya Ramachandran
Chennai
Summary
Customer Experience Specialist with over 6 years in contact center operations, focused on performance monitoring, quality assurance, and team coaching. Effectively analyzes call data, escalates risks, and implements action plans to enhance operations. Expertise in training, onboarding, and compliance monitoring ensures adherence to processes while delivering professional customer interactions.
Overview
4
4
Languages
1
1
Certification
7
7
years of professional experience
Work History
Customer Experience Specialist
Maersk GSC India Pvt. Ltd.
09.2021 - Current
- Managed customer experience operations for global logistics and ocean freight processes, ensuring timely resolution of shipment and service-related queries to enhance customer satisfaction.
- Ensured SLA compliance while delivering high-quality customer support, enhancing overall service reliability.
- Ensured SLA compliance while delivering high-quality customer support, reinforcing commitment to service excellence.
- Utilized advanced Excel and reporting techniques to streamline workflows, contributing to a 15% increase in team productivity.
- Developed and implemented process improvement initiatives, increasing workflow accuracy and minimizing delays.
- Utilized data analytics tools to track performance metrics, driving informed decision-making within logistics operations.
- Collaborated with cross-functional teams to streamline processes, improving service delivery efficiency.
- Streamlined inventory management practices, significantly reducing overhead costs and improving resource allocation.
International Seller Support Associate
SITEL India Pvt. Ltd.
07.2019 - 09.2021
- Handled 150 calls and 30 emails from customers weekly, ensuring timely responses.
- Handled 150 customer calls and 30 emails weekly.
- Resolved customer concerns, maintaining high customer satisfaction scores.
- Partnered with internal teams to address issues and enhance customer retention.
- Used CRM tools to track and analyze seller interactions, enhancing response strategies.
Education
Bachelor of Engineering - Mechanical Engineering
Knowledge Institute of Technology
Salem, Tamil Nadu, IndiaSkills
- Customer service
- Customer Relationship Management
- Logistics Coordination
- Logistics Operations
- Supply chain
- Operations Management
- Process Improvement
- Cross-functional collaboration
- Stakeholder Management
- Cross-functional collaboration
- Team leadership
- Order Tracking
- Attention to detail
- Problem Solving
- Conflict resolution
- Trend monitoring
- Order Tracking
Personal Information
Accomplishments
- Reduced operational turnaround time by 30% through SOP optimization.
- Improved team efficiency by 15% using workflow enhancements and Excel-based reporting.
- Awarded 'Extra Mile Award' for outstanding customer service performance.
Certification
Project Management
February 2026
Languages
English
Proficient
C2
Hindi
Proficient
C2
Malayalam
Proficient
C2
Tamil
Proficient
C2
Work Preference
Job Search Status
Open to workLocation Preference
RemoteOn-SiteLocation: Bengaluru, KAChennai, TN
Open to relocation: Yes
Timeline
Customer Experience Specialist
Maersk GSC India Pvt. Ltd.
09.2021 - Current
International Seller Support Associate
SITEL India Pvt. Ltd.
07.2019 - 09.2021
Bachelor of Engineering - Mechanical Engineering
Knowledge Institute of Technology