Male | | from: India
I am currently in Mumbai

S. Sailesh Kumar Nair

Mobile:  +919820801231 Email: sailesh_nair@rediffmail.com

A/711, Ushanagar, Bhandup – West, Mumbai – 400078


A result oriented professional with around 8 and half year’s experience in the areas of Sales Management, Operations Management, Process & Quality Management, Project Management, and Team Management in Travel, Logistic & Service industry


Professional Synopsis
 Strong Experience in Operations Management / Project Management / Process & Team Management
 Proficient in developing process, procedures, service standards for business excellence & experience of leading teams for running successful operations
 Proactive attitude & proven track record in imparting training to operations team
 Excellent understanding of program management techniques for large and multiple projects thorough understanding of operations & customer centric initiatives with direct client interaction experience
 Proven ability to assume challenging roles, perform in highly visible positions, work under pressure to meet deadlines and produce strong sustainable results
 Interpersonal sensitivity and responsiveness to customers
 Ability to manage multiple complex projects simultaneously
 A creative, enthusiastic, high-achieving executive with broad based experience in Service Industry
 Experienced with analytical techniques to define and solve complex problems.


Educational Qualifications

 Graduate Diploma in Tourism & Travel Industry Management from Garware Institute of Career & Education Development, in First Grade, Mumbai University in the year 2001



ORGANISATIONAL EXPERIENCE

Damco (Maersk Logistics) Oct’09 till date
As System & Process (SAP) Mar’10 till date
Accountabilities
 Currently working in System & Process team with exposure to SAP R/3
 Handling Air, Ocean & SCM SAP related work
 Responsible to co-ordinate with different departments for vendor payments Air, Ocean & SCM
 Interface between Operations & Finance
As Air Customer service & Ops Specialist Oct’09 till Mar’10
Accountabilities
 Was responsible to prepare process & handling of smooth movements of shipments for Key client(One of India’s biggest Automotive company) for Air division
 Working in close co-ordination with Damco Air &Ocean team worldwide to ensure Optimum Service Delivery to our customers, both internal and external.
 Generating performance delivery reports for customers as well as for SMT’s
 Suggest improvement initiatives & design processes according for business enhancement & working in close coordination with sales, ops airlines for customer satisfaction.
 Deliver high on Client Expectations and achieve organizations revenue targets.






DHL International Trans Co. W.L.L (Kuwait) Jan’08 till Mar’09
As Kuwait Gateway & Customs Onsite Specialist (Trade lane Analyst)

Accountabilities
 Was promoted as “Kuwait Gateway & Customs Onsite Specialist (Trade lane Analyst)” to handle the country operations from our regional office in Bahrain
 Manage the inbound and outbound shipments for DHL Kuwait which come in our regional HUB in Bahrain
 Responsible for handling sales for DHL Kuwait customers in Bahrain & building a wide network of client relationships. Interaction with customer thru Telecom & personal visits at regular intervals & Recording /resolving queries
 Understanding needs of business and suggest improvement initiatives for business enhancement & work with sales on building opportunity pipeline, sales leads and improving lead sales for DHL Kuwait customers in Bahrain.
 Was responsible to prepare process for smooth movements of shipments from Kuwait customs.
 Also to co-ordinate with different departments for moving AOG shipments on high priority.
 To ensure all AOG shipments for Aircrafts already Preloaded on high priority are reviewed on daily basis
 Update on a daily basis on the status of the projects initiated to Senior Management Team, Regional Management Team and Country manger. Attending to RSM/CSM meetings
 Implementation of the Operations initiatives taken up, within the timelines specified in the project plan. Control on Operating Parameters like Breakage Claims, delays in dispatches, lodging In transit damage Claims
 Interface between Operations in DHL Bahrain HUB, DHL Kuwait and regional office in Bahrain
 Design processes according to user departments needs and customer’s satisfaction.
 Study and understand the International Market for Consulting / Standard Operating Procedures (SOP) Services
 Re-engineering of the existing process to meet with the requirements of Kuwait customer’s satisfaction.
 To draft Standard Operating Procedures (SOP) for the user departments. Auditing on SOP & rating operations
 To study the industry best practice and implement it with accordance to requirements of Kuwait Customer & customs
 Meeting customers personally based in Kuwait, Bahrain Qatar and resolving their problems
 Provide training to the existing staff and new staff recruited
 Work in close co-ordination with DHL Bahrain HUB, DHL Kuwait and regional office in Bahrain to ensure Optimum Service Delivery to our customers, both internal and external.
 Building a strong Rapport with customers and ensuring that all the key information is passed to DHL Kuwait customers in Bahrain in a timely Manner.

Achievements
 Was instrumental in establishing the Operations Standard Operations Procedure (SOP) across operations & interact with clients to understand their requirements and deliver the same effectively
 Rolled out a process which helped in reducing the time frame for clearing the shipments from Kuwait customs bond
 Received the Best employee for the month(November)

DHL International Trans Co. W.L.L (Kuwait) Oct’07 till Dec’07
As Sr. Customs Specialist

Accountabilities
 Handling the customs clearance for Key account customer of DHL KUWAIT( US Army, Biggest car dealers, etc)
 Managing smooth movements of shipments once it lands in Kuwait.
 Handling all the paper work, customs clearance & delivery of the shipments to the customer’s door.
 Re-engineering of the existing process to meet with the requirements of Kuwait customs & customer’s satisfaction so that there is no delay in clearing of the shipments from customs bond.
 Building a strong Rapport with customs and ensuring that all the key information is passed to customers in a timely manner & keep the customer updated about the shipment clearance process.
 Handling day to day jobs of both Inbound & Outbound shipments
 C-ordinates with import break-bulk team to ensure accurate entries are filled in accordance with the HS tariff.
 Bond analyst (everyday running bond report for cleared shipments which are still in bond to ensure regular cleaning up of ACA (DHL applications).
 Monitoring the third party broker’s performance and action plan. Effectively classifies dutiable import/export shipments to ensure compliance with all government agency rules & regulations.
 Monitoring all pending shpts, unmanifested RTO, MS & MC shipments effectively.
 Maintaining the performance of gateway & customs by measuring the ADB performance.
 Preparing the various reports like formal clearance, brokers’ reports, Exemption client reports & BOS reports.
 Knowledge in working DHL application like 9.2 version (classifying), ACA thoroughly knowledge & IAS. Knowledge about the Bagging, sorting, etc.

Achievements
 Was promoted as “Kuwait Gateway & Customs Onsite Specialist (Trade lane Analyst)” to handle the country operations from our regional office in Bahrain

DHL Express (India) Pvt Ltd Feb’06 till Sept’07
Key Account Support Specialist

Accountabilities
 Responsible handling sales for National Key Customers of DHL.
 Handling Key Customers of DHL around the Globe
 Key account management and support for existing clients & managing client expectations and building strong relationships
 Deliver high on Client Expectations and Organizations revenue targets.
 Ensuring smooth flow of business for Key Customers (National & Global banks, Airlines (AOG shipments)
 Involved in regular interactions with prospective clients, in the form of workshops, meetings to help design win strategy for the front end sales team
 Handing queries related to shipments of National & Global banks & Manage & Follow up on issues that affect customer satisfaction
 Was one point contact for National & Global banks
 Identify new opportunities and make a pitch for the same
 Responsible for achieving daily & monthly target assigned to the team
 Training new employees in the organization

Achievements
 Successfully completed a project for a global bank for providing its customers with electronic banking process
 Successfully responsible for the identifying & developing New Business Partners
 Best employee for the month (August, September, October) & Best employee of the Quarter


IBM (Daksh) Business Process Services Pvt. Ltd Feb’05 till Jan’06
As Sr. Customer Care Specialist (QUALITY)

Accountabilities;
 Handling sales for U.S. based international airlines
 Helping international passengers making & amending reservation for their travel.
 Interact with clients to understand their requirements and deliver the same effectively
 Measure performance of the team for e.g. ongoing quality feedback and training. Coaching and mentoring sub-ordinates by involving them in decision making
 Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their quality, capabilities and skill level.









Aditya Birla Transworks Pvt. Ltd. Oct’03 till Jan’05
As Customer Service Executive (QUALITY)

Accountabilities;
 Handling Issuing titles & contract to customers after repayment of loan
 Handled Outbound U.K./U.S. based project
 Handling health insurance U.S based Insurance company
 Handling Motor claims for a U.K based Insurance company
 Working with Sales & Operational teams to communicate Client expectations for service delivery
 Deliver high on Client Expectations and quality targets.

Achievements:
 Successfully Received Appreciation Certificate from Client for Quality Monitoring (monitored calls were audited by client 98%)
Global Tele Systems Pvt. Ltd. Sep’02 till Sep’03
Executive Productive Management Group (P.M.G)

Accountabilities;
 Selling credit cards.
 Facilitate and Attend the Client Monitoring Sessions
 Monitoring all sales calls and determining that they are in compliance with legal guidelines.
 Generating performance delivery reports
 Manage timely training & coaching delivery.
 Conduct calibration sessions with operations to ensure clear understanding of how each call is rated.
 Performance Incorporated script changes specified by the client in all front-end and back end applications
 Ensures the project Quality is within 3% +/- client scores
 Provide product training to agents in accordance to the guidelines Specified by Client
 Involved in regular interactions with prospective clients, in the form of workshops, meetings to help design win strategy for the front end sales team

Orbit – Travel House, Mumbai Mar’00 till May’02
Executive Business Development
Accountabilities
 Handling Corporate Sales.
 Handling Counter Sales.
 Handling Corporate Sales for an international chain of Hotel.
 Handling sales for international conventions.
 Handling Marketing and Promotion of special tour packages & personalized trips and tours.
 Designing of personalized trips and tours.
 Handling Corporate Hotel Bookings.
 Making airline reservations.
 Assisting in Sales promotions of package tours through different sources.
 Handling of groups for international conventions.


Projects: Handled Passengers and Reservation for International Cruise Liners
 Royal Caribbean's – Legends of the Sea.
 Renaissance.
 Queen Elizabeth II.














Extra Curricular Activities
 Represented college in inter collegiate Football and Cricket tournaments and Football with a club in the MDFA Football League (IV Div.).
 Represented inter school and inter college in various quiz competitions.



About Myself

 Personal qualities: High energy levels with clear objectivity. Strong Influencing skills. Achievement oriented. Self-motivation and good communication skills are my strengths

 Interpersonal Skills: Behavioral flexibility with Leadership skills, Good Team Player, Leadership Qualities and Man Management Skills.

 Problem Solving: Fact Finding Ability, Organizing skills. Data interpretation skills for planning and decision-making. Ability to work under pressure and deadlines.

 Communication Skills: Clarity of thought, Convincing skills


References

Linked in: http://www.linkedin.com/in/saileshnair