KAMAL KRISHNAN
Melbourne,Australia
Summary
Dynamic professional with extensive experience at DHL Express, excelling in customer-oriented service and project management. Proven track record in enhancing shipment visibility and resolving complex issues, while fostering cooperative teamwork. Detail-oriented and productive under pressure, adept at data analytics to drive operational improvements and customer satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Network Control Group Agent / Network & Transport Planning/Design
DHL Express (Australia) Pty Ltd
06.2023 - Current
- Main mission is to ensure the optimal flow of information via internal DHL systems and applications, as well as the preparation and administrative follow-up of operational processes
- Preparation of all documents and reports related to the activity, in accordance with internal procedures and working methods
- Ensuring that flight alerts, pre-alerts and paperwork for Movements and MAWB are executed promptly and in compliance with Global SOP and airline requirements
- To ensure that service, cost, safety and legal requirements are maintained on a day-to-day basis
- Improving on shipment visibility by ensuring all appropriate checkpoints and standard remarks are done in line with GSOP standards
- Daily planning of International and domestic flight and truck movements and closure of movements on OCNT
- Ensure Scale control, Load control and ULD control functions have accurate inputs and are properly managed to ensure safety and accountability
- Follow and confirm on CALMS, all shipments, Imports, Exports that transit through the HUB on Commercial Flights
- Monitor and action network traces, queries and service incidents, local or international, to ensure smooth transition of materials
- To monitor, update, compile and submit daily flight information reports for the operations to plan, build units, cut the master awbs and finalize the flights
- Update HUB systems and applications to ensure all required transmissions are sent and received on time
- Also ensure all necessary data is entered accurately in a timely fashion to allow sorting/scanning to take place smoothly
- Processing Dangerous goods shipments for Domestic movements
- Pro active monitor temperature controlled medical express shipments which have a customs hold and book and coordinate with the third party service partners for necessary dry ice top up
- Monitor, follow up and respond to network reports as appropriate and on a timely basis
- To monitor, update, compile and distribute daily NCG reports to submit an overall review of the previous 24 hours operation
- To ensure all DHL Network, country and customer inquiries, special requests, traces and service incidents are resolved in a timely and pro-active manner
- Liaising and communicating with other departments to ensure the passing of information about flight changes or problems
- Ensure commercial booking process and recovery is followed and CALMS updated in timely manner and with accurate information
- To monitor the handling of Off-Net shipments and ensure uplift
- Monitor and track inbound network data to ensure it is received in time for sort operation
- To ensure full compliance to Network Operating Standards and all GSOP procedure
Key Account Desk Advisor
DHL Express
Dubai, UAE
04.2014 - 03.2023
- Continually work with customers to identify and incorporate their evolving and emerging needs into the Key Account Servicing while ensuring the smooth execution of the Key Account Servicing strategy for selected accounts in line with the direction of the Key Account Support Manager and Key Account Managers
- Provide full suite of customer service offerings (bookings, enquiries, and supply requests) to Key Account customers in addition to customized contracted services (e.g., reporting etc.)
- Prepare written correspondence for customers to furnish requested information or address complaints
- Proactively notify customers of delivery delays and potential service outages
- Constantly visit key account customers along with sales staff to solicit feedback to improve service
- Complete weekly, monthly, and quarterly reports as requested by customers, management, or the sales team in accordance with predetermined time frames/intervals
- Collaborate with Gateway, Operations, and the DHL network to meet Key account customers' promised transit times, service levels, and other contracted service requirements
- Proactively handle customer billing inquiries by liaising with Finance to ensure satisfactory resolution
- Provide industry-leading standards to establish and sustain a competitive advantage, leading to customer satisfaction
- Identify and promote areas of revenue generation potential for cross-selling and upselling services, including value-added services (e.g., SH, TDD and use of eCom tools)
- Managing various sectors from the Oil and Gas, Automotive, Engineering and Manufacturing to Retail
- Customer portfolio includes DHL Express top GMNC customers - Schlumberger Limited, General Motors Corporation, John Crane, Smiths Detection, Aggreko UK Limited and DHL Express UAE’s Major customers - Landmark group, United Motors & Heavy Equipment Co LLC, and Al Masaood Automobiles
Customer Retention and Care Advisor
DHL Express
Dubai, UAE
10.2007 - 04.2014
- Handle complaints and claims and ensure prompt and effective resolutions to meet customer’s expectations
- Work closely across functions to handle and resolve issues promptly and effectively
- Work across functions to maintain overall performance standards, and achievement of team objectives
- Primary focus on the effective operation of the Service Recovery System by analyzing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers and DHL
- Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g., SII, TDD and the use of eCom tools)
- Explore business opportunities by educating customers on the importance of shipment, insurance and recommending blanket insurance coverage at reasonable rates
- Day to day activities of Customer call center responsible for accepting calls (primarily via telephone, and including other contact modes like email, fax, etc.) to DHL’ s customer contact center providing a knowledgeable, courteous, efficient, confident & proactive point of contact for both DHL customer & the DHL network
- Monitoring inbound/outbound shipments
- Confidently & knowledgeable handle customer complaints while maintaining composure & take all possible actions to resolve issue to the customers full satisfaction without compromising DHL’s position by over-committing to customers
- Liaise with all DHL employees in a professional & cooperative manner at all times & consistently strive to promote a positive team spirit
Senior Customer Service Representative for International Dispatch
Emirates Post
Dubai, UAE
01.2006 - 10.2007
- 24/7 on call support for customers and third-party courier companies
- Serves as liaison between the customer and various departments like sales, accounts and marketing
- Processing all international shipments using FedEx shipment manager system
- Prepare all the shipping documents needed
- Data uploading to Emirates post website
- Coordinating with FedEx for tracking and tracing of the shipments
- Prepares the Weekly / Monthly Progress report and Summary by each end of Month
Education
Higher Diploma - Multimedia
Arena Multimedia
Trivandrum, IndiaB.Tech - Computer Science And Engineering
Cochin University of Science And Technology
Cochin, IndiaSkills
- Customer oriented
- Detail oriented
- Interpersonal and Presentation skills
- Co-operative Team Player
- Productive in high stress environment
- Project management
- Data analytics
- Time management
Certification
- Data Analyst/Data Analytics/Business Analytics Certification
- Dangerous goods training course (IATA CATEGORY 1, 2, 3, 4, 5, 6, 7, 8, 9, 12)
Personal Information
- Nationality: Indian
- Driving License: Holding a valid Australian, UAE and Indian License
- Visa Status: PR holder (Sub class 189)
Languages
- English
- Hindi
- Malayalam
- Tamil
Cellular
+61 455 559 736
Computer Knowledge
Linux Red hat, Linux mandrake 10.1, Windows 2003 server, Windows XP, Windows Vista, Java, C++, Assembly languages like 8086 and 8084, Microsoft Word, Excel, PowerPoint, FoxPro, Oracle database, Adobe tools like Photoshop cs, Illustrator, Premiere, After Effects, InDesign, PageMaker, Macromedia tools like Flash, Dreamweaver, Director, Authorware, Animation tools like 3D Studio Max, Bryce 3D, A5 engine, Sony Sound Forge, Advanced Excel, Power BI, Tableau, MySQL
Affiliations
· Employee of the Month – Key accounts, Sept 2021
· Winner - UAE Employee of the year – Customer Service, 2012
· Winner - Hero MENA region – Customer Service, 2012
· Nominee- Employee of the year – Customer Service, 2010, 2011 and 2012
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Malayalam
Native/ Bilingual
Tamil
Professional
Arabic
Professional
Accomplishments
DHL Express UAE - Employee of the year 2012 - Customer service
Timeline
Network Control Group Agent / Network & Transport Planning/Design
DHL Express (Australia) Pty Ltd
06.2023 - Current
Key Account Desk Advisor
DHL Express
04.2014 - 03.2023
Customer Retention and Care Advisor
DHL Express
10.2007 - 04.2014
Senior Customer Service Representative for International Dispatch
Emirates Post
01.2006 - 10.2007
Higher Diploma - Multimedia
Arena Multimedia
B.Tech - Computer Science And Engineering
Cochin University of Science And Technology