Rajesh Kulkarni

PROFESSIONAL SUMMARY Currently working as a Senior Process Expert in Twill PNQ OTCX from last October & before that for in Saudi Arabia Area OTCX for 4 years with Maersk GSC India Pvt Ltd and previously Senior Customer Service Associate for 4 years 5 months with WNS Pune. Academically strong BCS graduate with strong analytical ability, good communication skill and good team player. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvement. Interested to work in position to gain knowledge and contribute to growth of company. WORK HISTORY Senior Process Expert, 10/2021 to current (Twill OTCX PNQ) Senior Process Expert, 05/2017 to 09/2021 (Saudi Arabia OTCX PNQ) Maersk Global Service Centre (India) Private Limited – Pune ▪ In my current role I am working for India, Bangladesh, Sri Lank Exports & Imports along with driving the new initiatives to improve customer experience and team performance. ▪ After Joining Twill, I got training for Countries Handled in Pune area from which currently focusing on IBS. In addition to playing vital role this exception & escalation handing, taking trainings, analysis, audit and overall improvement. ▪ Prior to joining Twill, In Saudi Arabia Area, I was looking at Bookings and Documentation processes. Also was taking care for handling export process along with manifestation. ▪ My Responsibilities are resolving customer issues and acknowledging customers queries in given SLA time. ▪ Handling customer emails regarding Bookings, Booking’s amendment, export documentation, manifestation, customs, EDI and container release, loading related and many other ▪ Co-ordinating with different teams like finance, invoicing, terminal teams, and our site office CBPs. ▪ Good knowledge of our internal systems like GCSS, RKEM, Salesforce, SAP-BI, CSED, DCC, Free – time tool CXED etc. ▪ I also have knowledge of import process. ▪ Cross trained to provide backups for customer service managers and coached new team members on service techniques Senior Customer Service Associate - 11/2012 to 05/2017 WNS Global Services (P) Ltd – Process: Home move process at British Gas ▪ Resolving customer queries through SAP / Agent workbench and email handling tool KANA. ▪ Escalation Handling, Quality audits. , keep track of SLA and resolve end to end customer queries. Handled exceptional & critical customer scenarios & resolved Customer Service Issues using company processes and policies and provided updates to customers.. ▪ Coaching & mentoring new colleagues.