SONIA RAJUSTH

Curriculum Vitae

PRINCE 2 Certified Professional

Customer Management | Logistics Operations Professional

LinkedIn: Sonia Rajusth

Contact: + (971) 55 841 9004

Skype: sonia_rajusth

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SONIA RAJUSTH
Mobile: + (971) 55 841 9004 | E-Mail: soniawork05@gmail.com An Overview

With over 15 years of collective experience in

KEY ACCOUNT MANAGEMENT

SERVICE DELIVERY

LOGISTICS OPERATIONS

SALES SUPPORT

CUSTOMER RELATIONSHIP MANAGEMENT

A competent & dynamic professional and PRINCE 2 Certified, offering over 15 years of experience in Customer Service, Key Account Management, Sales Support and Logistics Operations ensuring best in class performance. Focused with a comprehensive knowledge of maintaining a professional, helpful and courteous relationship with allocated customers. Proficient in managing export logistics, international, local and domestic moving processes & providing valuable suggestions to senior officials for efficient enhancements in shipping activities. Solutions-driven, customer centric professional with significant experience in handling all aspects of service functions including solving customer grievances. Excellence in addressing logistics operational issues, resolving performance bottlenecks and achieving desired objectives. Pivotal in selecting & negotiating with vendors for quality, timely supply & credit terms. Proficiency in identifying cost effective measure to achieve substantial reduction in operations expenditures. Support management in planning and managing projects aligning business goals with technology solutions to drive process improvements from knowledge gained in PRINCE 2. Hands-on experience in monitoring the overall functions of processes handled; identifying improvement areas within the team and train them to maximize customer satisfaction level. An effective communicator with excellent relationship building & interpersonal skills coupled with strong analytical, problem solving & organizational abilities. CORE COMPETENCIES

Customer Planning: Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation. Implementing systems to achieve maximum efficiency in various operations. Spearheading process improvement initiatives. Setting and maintaining Service level and involved in planning of the best service processes. Project Coordination & Support: Deft in Project Management`s Support and coordination leveraged from the PRINCE 2 Certification, including project planning, scheduling & negotiations with the client for agreements / terms, balancing work distribution to meet project deliverables, project progress monitoring and delivery as per quality and time norms. Key Account Management: Monitoring the pre & post service activities like post service feedback, follow up with the customers, service reminders and handling customer complaints for superior customer service. Enhancing customer satisfaction matrices through on-time delivery & monitoring customer complaints issues. Execute key account management concept for key customer. Service Operations: Heading post-sale product performance, Service failures analysis & suitable remedies at the shortest time so as to maintain the world class bench marks of customer's satisfaction and business retention. Organizing service marketing; market survey and analyse competitors' situation, products, products advantage/disadvantage and competitiveness. Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation. Team Management: Supervising and monitoring the performance level of the service staff for ensuring superior customer service and accomplishment of service targets. Conceptualizing & developing training & development initiatives for improved performance & productivity. Organizing competence development or skill matrix for service team and the discussing current work issues and devising solutions for enhanced operations. ACADEMIA Bachelor of Commerce (Accounting, Taxation & Business Management) From University Of Mumbai in 1996

PRINCE2 (Projects In Controlled Environments) Completed the Foundation Exam for PRINCE2 in October 2013 OCCUPATIONAL CONTOUR Since April 2013: Move One INC Dubai, UAE as Operations Supervisor About Move One: Move One is a relocations and project logistics company with over 35 offices and 1,000 employees around the globe, headquartered in Dubai. Key Deliverables: Lead a team of 6 direct reports and 24 indirect reports to Plan and operate Import /Export and Project/Domestic Relocations by Air/ Sea and Land Transport. Streamlining the system and procedures for effective movement of goods ensuring speedy delivery for maximum customer satisfaction. Single point of contact to service key global accounts and ensure highest customer satisfaction at all times. Keep tab on invoices and payments and track schedules to make sure all payments are made on time. Responsible for identifying and developing customer service procedures, policies and standards, ensuring implementation, communicating process and quality improvements. Transforming logistics operations and improving the value of operating business units through process improvements focused on key issues and deliverable in business operations. Keeping the track for customer care performance metrics as well as planning to increase the productivity so as to garner higher profits. Streamlining customer care initiatives such as billing, order tracking and detailed account management. Hire, train and mentor teams to polish their skills and align their objectives to that of the organization. Outline performance enhancement programs to increase efficiency of workforce. Sept06 Mar13: Crown Relocations LLC Dubai, UAE as Export Manager Key Deliverables: Devising efficient the logistics management system to ensure delivery of goods and materials as per committed timelines. Interacting with clients & keeping them abreast on the status of their shipment. Maintenance of documentations, import/export procedures, clearance, tariffs & duties, licenses of all import activities. Managing shipment related activities including coordination with shipping lines, sea freight rationalizing and resolving the billing / payment issues. Interacting with key influencers among clients for ascertaining requirements, making presentations and delivering need based product solutions. Key Achievements: Initiated and streamlined the customer goods storage area by implementation of new software. Successfully realigned and rerouted the shipments which reduced the transportation cost by 15% and reduced transit time by 5 days. Delivered the Fine Arts Project in 2008, onsite for 3 continuous days 24/7. PRECEDING ASSIGNMENTS May 2005 - Sept 2006: Maersk Kanoo Dubai as Tele Sales Executive Key Achievements: Appreciated for consistently meeting Performance Initiatives (90 %+). Integral part of Telesales team that contributed directly to achieving revenue plus efficiency targets. Nov 1998 - Apr 2005: Star Feeders, Dubai as Customer Service Team Leader Key Achievements: Maintained long-term relationships with shipping lines, which helped Star Feeders to establish themselves as the market leaders in the IG sector.

CAREER ACHIEVEMENTS

Gave a stellar performance in 2010 to earn the Manager of the Year Award at Crown Relocations. Received wide appreciation and accolades for achieving 100% collection of all payments from long-term customers at Crown Relocations. Recognized by the MD and accredited with Award for excellent customer service within 3 months of joining the team in Maersk. Widely recognized for contributed efforts in various fields during the career which led to receiving appreciation letters from many seniors and clients. IT SKILLS

Proficient in MS Office Applications Excel, PowerPoint, Word PERSONAL DOSSIER

Date of Birth: Linguistic Proficiency: Driving License: Nationality: Visa:

5th October 1975 English, Hindi, Urdu, Gujarati and Sindhi Valid UAE Indian Employer Sponsored