Prerna Kumari
Customer Experience Consultant
Faridabad
Summary
To be a part of a profession that provides me challenging environment as well as learning and experience which should enable me to add value to organization and enhance my personal effectiveness.
Professional consultant with deep expertise in driving customer experience improvements and delivering impactful solutions. Skilled in strategic planning, client engagement, and process optimization. Strong focus on collaboration and adaptability, ensuring seamless integration with team dynamics and evolving project demands. Known for reliability, critical thinking, and results-driven approach.
Experienced with creating tailored customer solutions. Utilizes innovative strategies to enhance user engagement. Track record of effective problem-solving and relationship management.
Overview
10
10
years of professional experience
1
1
English
1
1
Hindi
Work History
Customer Experience Consultant
APM Terminal Pvt Ltd
05.2022 - Current
- Generated new business leads through networking events, industry conferences, or referrals from satisfied clients.
- Conducted routine outreach to support understanding of policies and procedures.
- Built strong relationships with key stakeholders, fostering trust and collaboration between parties involved in the project life cycle.
Customer Service Representative
CMA-CGM Agencies India Pvt. Ltd
01.2017 - Current
- Handling customer queries for both Inbound and outbound
- Providing Best in class services to key customers for both inbound and outbound shipments
- Listening queries over call and handling efficiently and effectively.
- Coordinating with various departments within organization for proper planning and extending best services to customers.
- To ensure timely and prompt flow of information to the customers and maintain high standards of service to provide optimum customer satisfaction with effective communication.
- Sea Imports
- Building rapport with customer and respond to their needs, requirements and issues and resolving problems due to which Delivery orders are held or customer is facing difficulties.
- Coordinating with port / terminal for timely railing of shipments as per customer plans.
- Coordinating with port and terminal for railing of import boxes under SSR, raising invoices to customers and ensuring collection.
- Coordinating with logistics team for special request if any as per customer like road movement.
- Coordinating with origin team to resolve all kind of dispute (rates, free days).
- Promote payment to be done through RTGS/NEFT.
- Follow up with origin regarding amendment issues, undelivered arrival notices due to wrong/incomplete address and various other requirements by consignee.
- Follow up with consignee to ensure clearance of cargo on time to avoid delinquency.
- Handling import queries and customer issues for North & Central India.
- Attending all sorts of email queries from customers and replying them within 1 working hour.
- Handling manifest issues with customers / resolving errors.
- Ensure that customer should be aware with new changes in services.
- Sea Exports
- Assisting customer on how to place a booking, also assisted with routing and vessel planning.
- Coordinating with port and terminal for loading of export boxes under VIA, raising invoices to customers and ensuring collection.
- Handling critical issues like Holding of shipment at port, Back to town, reefer malfunctioning/damage at port and to provide related information on time to customer and keep them posted with further improvements in this regard by collecting/sharing necessary documents.
- Preparing invoices for charges incurred at port on account of priority loading/ shut out /back to town/hold requests and ensure timely collection as per invoice raised.
- Sending Customer Advisories for vessel updates and keeping the client base updated on latest port situation and vessel schedules.
- Coordinating with Network and Relay teams for smooth transshipment of cargoes to destination.
- Follow-up with shipper if container not returned within 7 days of allotment.
- Ensure customer should be aware with recent developments.
- Job Profile:
Sales coordinator
Care Container Lines Pvt.Ltd
01.2016 - 01.2017
- Sales Lead Generation for Core Sales Team
- Negotiations for International Freight with various shipping Lines.
- Quoting best possible rates and securing shipment orders.
- Arranging and coordinating for clearance facilities for import and export shipments
- Coordinating for shipment planning and smooth movements
- Preparing Timely invoice and ensuring payment recovery as per credit terms.
- 1 year experience in a forwarding company
Education
M.COM -
Kurukshetra
01.2016
B.COM - undefined
Kurukshetra
01.2014
12th - undefined
CBSE
01.2011
10th - undefined
CBSE
01.2009
MBA - Logistics And Supply Chain Management
Dy Patil University
Pune 04.2001 -
Skills
Ability to learn and grow very fast
Extrovert
Strategic thinking
Customer empathy
Teamwork
Time management
Problem-solving abilities
Decision-making
Excellent communication
Adaptability and flexibility
Attention to detail
Team building
Fact-checking
Problem-solving aptitude
Interests
Hobbies: Singing, Listening to Music
Declaration
I hereby declare that all the information mentioned above is true to the best of my knowledge.
Timeline
Customer Experience Consultant
APM Terminal Pvt Ltd
05.2022 - Current
Customer Service Representative
CMA-CGM Agencies India Pvt. Ltd
01.2017 - Current
Sales coordinator
Care Container Lines Pvt.Ltd
01.2016 - 01.2017
MBA - Logistics And Supply Chain Management
Dy Patil University
04.2001 -
B.COM - undefined
Kurukshetra
12th - undefined
CBSE
10th - undefined
CBSE
M.COM -
Kurukshetra