Shameer Ahamed

Senior Process Expert @A.P. Moller - Maersk

IN

Handled customer queries via email and live chat support, ensuring clear, timely, and accurate responses.•Assisted customers with shipping documentation, cargo tracking, booking status, and invoice clarifications.•Coordinated with internal teams including operations, documentation, finance, and sales to resolve customer issues effectively.•Ensured adherence to SLAs, maintaining consistency and quality in service delivery.•Managed and resolved cases using Salesforce and Maersk customer platforms, streamlining support processes.•Followed up on open issues, escalating complex queries when necessary to ensure swift resolution.•Maintained professionalism and a customer-first approach, contributing to higher customer satisfaction (CSAT) and NPS improvements.•Supported key account management by building strong client relationships and providing tailored support to strategic customers.•Gained hands-on experience in international logistics, container shipping, and supply chain operations.•Developed strong communication, problem-solving, and multitasking skills through daily interactions with global clients.

The New College, Chennai

Bcom