Neena Taneja

About Neena Taneja

Confident, articulate customer experience leader with over 23-years’ accomplishment…

Experience

1. Snr Manager - Customer Service

   Hapag-Lloyd AG

   Dec 2006 — Present · New Delhi, IN

   Snr. Manager - Customer Service for North India• Spearheading the strategy for Customer service with area CS-Director• Responsible to guide, coach and support the team of 6 passionate professionals responsible across North India.• Work cross-functionally with marketing, sales and finance departments to facilitate daily operations.• Conduct Quarterly business review meetings with Customers. Display company\'s performance on the agreed SLA\'s and understand Customer\'s specific business needs• Review, Develop and Implement Culture and Processes to Meet Customer And Company Directives.• Reduce waste in process. Building a \"WoW\" factor for customers. Resolve problems proactively and decisively, applying business acumen and sound judgment.• Tracking and providing periodic updates on Customer Satisfaction, CSAT• Tracking and providing periodic updates on various process performance parameters. Constantly work towards achieving the KPI\'s.• Supervise and mentor staff in 1:1 sessions, driving attainment of individual KPIs.• Delivering performance evaluations and following the disciplinary process according to company policy• Build Good Working Relationships with Vendors, Customers and Internal Partners. Ensure All Standard Operating Procedure of the Company & Customer are followed with sheer diligence.• Act as a liaison with Customs and governmental agencies.• Assist in the rollout and drive the usage of new and existing product offerings by HL• Ensure release of Export & Import documents to Customers with complete Data Integrity, Ensure Credit Agreements are met by the Clients with minimum Defaulters. Ensure Timely Analysis on Fact and Outstanding Reports

Education

• Indian Institute of Planning and Management

  PGDMA

  1998 — 2000