Sathish Kumar P

• Transition Management: Successfully managed and directed Egypt booking process transition between Global Service Centers, meeting a tight deadline of 3 weeks
• Traveled to France, where I had the opportunity to meet with one of our key customers. The visit was incredibly productive, and I gathered several suggestions that could significantly enhance our customer experience.

Projects:

• Process Improvement: Enhanced End-to-End Booking Process efficiency from 28% to 65% in Q3
• Cost Recovery: Unbilled Sales Orders (UBSO): Reduced from 340K to 9K
• Revenue Leakage: Minimized leakage from 278K to 5K
• Process Knowledge & SOP Management: Streamlined and documented SOPs for the End-to-End Shipping Cycle, ensuring process clarity for new employees
• TAT Improvement: Weekly analysis of turnaround times, identifying root causes, and implementing action plans
• D2A Payer Disputes: Filed 72 payer CSOPs in 2024 to enhance IQ performance
• Intermodal Dashboard: Created a Power BI dashboard to track trends and issues, and shared insights with the team
• Customer & Operational Support: Managed end-to-end export bookings, documentation, and import activities
• Handled escalated cases and internal queries, ensuring effective resolutions
• Developed and executed strategies for customer effort reduction in an Agile framework
• Financial Coordination: Oversaw end-to-end procure-to-pay processes, ensuring timely payments
• Collaborated with finance teams to resolve invoice issues and maintain workflow on blocked invoices
• Stakeholder Engagement: Regularly met with stakeholders to align on booking process improvements and customer satisfaction