virginy shanmugam, Analyst/ customer service

DHL express

Feb 2015 – Jun 2019

Singapore

Regional / Apac QCC specialist

QCC team is a part of operations, drive process improvements and compliance. Key clients whose shipments were distressed and to retain business (shipments that are time sensitive, routing alignment issue in network, missing shipments) Sales team prepare a business case for our team to review for acceptance and once we undertake the project we take care of every shipment from pick up till delivery and any issues arises within 12hrs our team get into action to fix it. We work with huge volume of data to identify frequency and the gap. Once the issues were sorted and customer recovery is complete the project comes to end. We make sure the process is aligned as per gsop this ensuring all the shipments encountering issues in the network are fixed. Additional responsibility: Manage a real time monitoring application act as a bridge between the user and IT team to fix bugs and app related issues. I had 3 member team to support and handle request / query from users and the IT team Additional Project: Found Shipment Centre - website enhancement & linking (2018).

virginy shanmugam

Analyst/ customer service

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