SHILPA B ARORA128, Lok Vihar Apartments Vikas Puri, New Delhi-110018 Mobile: 9810807542

shilpamit21@gmail.com

SYNOPSIS A result oriented professional experience of more than 10 Yrs in Shipping industry and

expertise in handling a diverse range of operations entailing Shipping. Proven track record of developing procedures, service standards and operational policies,

planning & implementing effective reports giving all the details of shipping practices being developed in the company.

Excellent written, communication, inter personal, liaison and problem solving skills with the ability to work in multi-cultural environment

Core Competencies include... Strategy Business

Planning Shipping & Logistics Process Improvement /

Excellence Business Operations Financial Awareness Liaison & Coordination General Management Budgeting &

Forecasting Team Building & Leadership

Global / International Trade

Customer Relations / Engagement

Leadership Strengths & Highlights

High performing business executive, who can rapidly identify business problems, formulate tactical plans, initiate change and implement effective business strategies; advisor and consultant to top management on strategic and operational matters, utilizing excellent strategic, financial, technical, operational and service skills

Proficient in supervising & controlling the supply chain, shipping and logistics operations involving coordinating with companies for Sea/ Air/ Road Transport and other external agencies to achieve seamless & cost-effective transport solutions

Strong expertise in administrating complete compliance with foreign trade regulations / documentation and liaising with various government agencies / logistic service providers to ensure smooth, cost effective operations; good understanding of export & import documentation involved in international transportation

Skilled in analyzing processes, identifying areas of improvement / automation and improving/re-designing business processes for streamlining operations, improving customer service delivery and increasing productivity

Visionary and decisive leader, noted for sound, practical management style and excellent organization, communication, presentation & interpersonal skills; Proven ability to lead and motivate large cross-functional and multi-cultural teams to maximize productivity

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EMPLOYMENT HISTORY

APL (INDIA) PVT. LTD. — GURGAON

Presently working as Manager – Customer Support –North & Central India, with Shipping Giant APL India Pvt. Ltd since Aug 2007.

Key Results:

Role Develop a customized service strategy between customer and the organization to make

suitable service mix that can serve customer as well as give sufficient support to the organization maintaining company guidelines and ethics.

Responsibility

To ensure timely and prompt flow of information to the customers and maintain high standards of service to provide optimum customer satisfaction. Some of the main responsibilities are given below :

Coordinating with terminal / Port Operations for safe movement of containers / cargoto various facilities globally.

Preparing invoices for various charge heads for additional costs incurred at various ports during transit.

Handling logistics plan of Key A/Cs like Ikea, Sony India, LG electronics, Moser Baer, JC Penney, Canon India, New Holland Tractors, GAP, Panasonic and MACY, to meet their specific shipping requirements.

Analyzing business process, identifying opportunities for automation and coordinating with IT team to develop solutions.

Handling Customer claims, providing resolution as per contractual agreements and closely working with Legal Team to ensure least possible exposure to the organization.

Follow up and clearance of Export & Import Delinquent Containers. Coordinating and follow up with customers for outstanding payments and ensuring

collections to close Accounts Receivables. Coordinating with various service providers such as Rail Operators / vessel owners

for space / slots on smooth and fast movement of cargo. Handling the Customer Service Team and organizing Induction and Orientation for

new incumbents, addressing department issues and grievances for smooth functioning of the team.

Ensuring booking / emails are attended by CS team within SLA and customer queries are responded and closed timely.

Handling an additional profile of QA for North & Central Region for diligent follow on correct procedures and policies of Customer Service & Documentation.

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Projects Handled:

Successful migration of communication tools on SAP CRM from MS Outlook after close coordination with Infosys and Accenture for development of CRM platform

Coordinated closely with Accenture & Infosys for successful implementation of Business Intelligence Model on CRM for evaluation of Team performance through Intelligence Reporting System

Prepared knowledge sharing documents and processes for North Central India for onboarding the Malaysia Back Office team on CRM platform

Successful development and centralization of booking processes to Malaysia Booking Centre for North Central India with close coordination with IT REMODEL team and service providers Accenture and Infosys

Customization and standardization of Invoicing process for Import Cargo Imparted training to customers for North & Central India for use of self-help

channels on APL web portal and achieved 100% success in use of these tools Instrumental in driving the EBL platform and have successfully migrated 95%

customers on EBL Successful 100% migration of customers on E-Booking portal for North and

Central India Successful implementation of SMS advisories to customers through Unicel Instrumental in automation of Booking Cancellation process and development of

Booking Cancellation Macro in close coordination with APL IT teams Development and enhancement of CISCO historical reports for evaluation of

team performance

From June 2002-August 2007 Worked with Mitsui O.S.K Lines as Key Account Specialist Imports for handling

complete logistics plan for Japanese a/c like Honda Cars, Maruti Suzuki, Honda Motor Cycles, Yamaha, Sony India, Denso India and Canon India.

Instrumental in handling Project Cargo and timely delivery of JIT shipments.

From March 1999-May 2002 Worked with Wan Hai Shipping in Customer Service.

From August 1998-February 1999 Worked with Unilever in Market Research Department

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EDUCATION & CERTIFICATIONS

SYMBIOSIS MANAGEMENT INSTITUE — PUNEPost Graduate Diploma in International Business

IIEM, BANGALOREDiploma Holder in Import / Export Management

RAM LAL ANAND COLLEGE, DELHI UNIVERSITYBachelors of Commerce

IITC, DelhiDiploma Holder in Air Travel & Ticketing

SOFTWARE EXPERTISE – Have thorough working knowledge of CRM, SAP, ORACLE and COBOL.

ACHIEVEMENTS

Have been awarded Best CS Team PAN India APL, consecutively from 2008-2014. Have successfully handled the complete logistics and delivery of C-17 Boeing Project for

Indian Air Force with close coordination from USAF and US Embassy. Have been awarded 2nd Prize in All India Inter School Essay cum Quiz Competition in the

year 1992 by the then Prime Minister of India Shri P.V. Narsimha Rao.

PERSONAL PROFILE

Husband’s Name: Mr. Amit AroraDate of Birth: 7th September 1976Language: English / Hindi & PunjabiPermanent Address: 128, Lok Vihar Apartments Vikas Puri, New Delhi -110018