PUNEETA SHARMA
Linkedin Profile: http://in.linkedin.com/pub/puneeta-sharma/2b/57a/a45
Mobile: +919560885605
E-Mail: puneeta_sharma03@yahoo.com
PROFESSIONAL SUMMARY




An astute and result oriented professional with 14 years of experience in Operations Management, Customer
Service, Key Account Management, and Sales /Marketing Coordination.
Capabilities in coordinating with internal & external customers for running successful business operations and
experience of implementing procedures and service standards for business excellence.
Resourceful at maintaining relationships with clients to achieve quality product and service norms by resolving
their service related critical issues.
An effective communicator, with good relationship building & interpersonal skills, strong analytical, problem
solving & organizational abilities. Possess a flexible & detail oriented attitude.
CORE COMPETENCIES
Operations Management
 Handling entire desk operations, monitoring overall functioning of processes, identifying improvement
areas and implementing adequate measures to maximize customer satisfaction level.
Business Development
 Steering the long term business directions to ensure maximum profitability in line with organizational
objectives.
 Coordinating budgets, forecasts and reports & accordingly effectuating business plans to attain maximum
sales and optimum revenue.
 Mapping business needs for new and existing clients and coordinating in developing , nurturing and
implementing processes in line with the pre-set guidelines.
Client Relationship Management
 Handling customer service operations inclusive of implementing short / long term plans; managing teams
with focus on excelling business targets & service delivery metrics.
 Assessing the customer feedback, evaluating areas of improvements & providing critical feedback on
improvements for business growth.
 Building and maintaining healthy business relations with clients, ensuring high customer satisfaction
matrices by achieving delivery & service quality norms.
CURRENT PROFILE
ARSHIYA INTERNATIONAL LTD- NEW DELHI (MARCH’12 TILL PRESENT)
ASSISTANT MANAGER - CRM
Service Delivery:
 Relationship Management – Managed Key accounts and emerges as single point of contact for
coordinating daily transactions through interactions with concerned.
 Business Generation and cross selling for existing and prospective clients to enhance revenue and
volumes.
 Planning- 3 phased process including pre-arrival stage, handling & storage of cargo and dispatch of cargo
to its designated destination(Re-export or DTA movement)
 Quality of Service Delivery – Maintain and surpass agreed SLA and KPI’s.
 Resource Management – Efficient management of available resources.
Custom Clearance:
 Process Flow – Coordinate for Inbound and Outbound movement, including coordination for custom
clearance etc.
 Documentation – Advising document preparation, arranging required documents for processing of cargo.
Profit & Loss:
 Liaison for all outstanding payments, ensure correct billing to the client.
 Working on cost benefit analysis on client supply chain.
Knowledge Transfer:
 Knowledge sharing through live cases studies, group discussion etc.
EXPERIENCE HISTORY
TNT INDIA PVT LTD. – NEW DELHI (MAY’10 TILL FEB’12)
TEAM LEADER - CUSTOMER SERVICE
Service Delivery
 To develop a strong and customer oriented team in the region keeping in mind the business focus of the
organization.
 Maintain and surpass agreed SLA and KPI’s
Team Building
 Coach Customer Service Representatives on the application of Voice of the Customer principles.
 Coach and train the team effectively on customer service parameters.
MIS Generation
 ACD Reports and analysis - Responsible for daily/weekly calls per frontline agent answers, % lost calls,
service level.
 Analysis of the import and export cross boarder collections.
 Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and
productivity
Profit & Loss
 Revenue Generation – Motivate the team members to achieve their individual as well as team premium
selling target.
 Generating leads for the premium selling products and negotiating with overseas for the overall costing of
the premium product accordingly quote to the client.
 Mystery shopper training and quality tele-handling coaching based on the individual needs.
 Create a positive and collaborative team environment by setting and regularly reviewing the achievement
of team goals.
 Conduct annual performance appraisals.
 Ensure the shift management in Front Line. Mentoring a team of 18 direct (Customer Service).
AGILITY LOGISTICS – GURGAON (APRIL’07 TILL APRIL’10)
DEPUTY MANAGER - CUSTOMER SERVICE (AIR IMPORTS)
Key Accounts
 Administering complete business operations with accountability for profitability of Key (HCL Comnet,
HCL Infosytem, Ranbaxy, Motherson Sumi, Tulip telecom, Velocis ,ITI, Moser Baer, Samsung, BEL(all the
divisions),BPCL, BHEL etc. ) and Non Key accounts; overseeing pricing negotiation – shipments with
origin offices and focusing on yield maximization.
Service Delivery
 Ensuring speedy resolution of queries & grievances to maximize client satisfaction levels; maintaining
excellent relations with clients to generate avenues for additional business.
 Interfacing with buyers for price / terms of delivery negotiation for cost effective logistic s. Participating in
on-line bidding for the volumetric competitive pricing.
Financial Management
 Overseeing pricing negotiation for the Air Freight – shipments with origin offices and Airlines focusing on
yield maximization.
 Targeting the potential client and prepare Air Freight RFQ by giving competitive quotes in order to board
the client.
 Forecasting monthly/annual targets; executing them in a given time frame thereby enhancing existing
clientele.
 Identifying prospective clients by extensive study of market trends and demand & supply analysis and
mapping requirements adding to business growth.
 Generating accrual, Tracking NPA (Non Performing Assets) and profit financial summary report - monthly
customer wise.
 Raising disputes for the loss with overseas office.
Team Building and Management
 Does weekly and monthly performance review of the team and allocate there target for the month and
year. Monitor if they are delivering the promised KPI. Conducting weekly team brief.
 Mentoring a team of 6 Direct (Customer Service) and 10 Indirect (Operations).
DHL EXPRESS - NEW DELHI (AUG’01 TILL MARCH’07)
CUSTOM CLEARANCE EXECUTIVE
Key Accounts
 Functioning as Team Lead (Global accounts of all verticals- IT, Automotive, Fashion, Electronics etc.;
managing complete operations in clearance department with total strength of 14 members pertaining to
import & export detention cases.
 Ensuring achievement of key targets of the dept. i.e., TSF (Service Level) & ACR.
Custom Clearance
 Coordinating with customer & customs for documentation and clearance matters.
 Coordinating all cases of EOU, duty exempted customer and global customers.
Service Delivery
 Liaising with overseas DHL for resolving issues of the customer; providing assistance to customer queries
related to the custom duty, export & import clearance (internationally & India), etc.
Knowledge Sharing
 Ensuring work force management (roasters & work schedule); conducting daily team brief; imparting
training to new recruits and to the existing CSA’s.
PREVIOUS ASSIGNMENTS
Jan’01-Aug’01
Bank of America, New Delhi
Banking Group Executive
Sep’00-Dec’00
American Express Bank, New Delhi
Customer Service Executive
PROFESSIONAL ACHIEVEMENTS





Headed the regional implementation team to centralize client database and activity at Agility Logistics.
Regularized and streamlined vendor management to reduce TAT at Agility Logistics.
Promoted within 1 year of joining of Agility Logistics.
Merit of streamlining evaluation detention cases in customs to fasten the process of custom clearance of the
goods, reduced custom detention cases from 90% to 70% at DHL.
Recipient of Service Excellence Award of the month for running extra miles and delivering good services to the
customer presented by the Country Manager at DHL.
ACADEMICS
Name of the Degree
Name of the Institution
Year of Passing
MBA
IMT, Ghaziabad
2005
BSC
Delhi University
1998
Advance Diploma in IT
TATA Tulec
2000
PERSONAL DETAILS
Date of Birth
Gender
:
:
3rd June 1977
Female