Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Akhilesh Pandey

Edmonton,AB

Summary

Seasoned Customer Service Manager with a proven track record at MAAN TRUCK SALES & LEASING LTD, enhancing operational efficiency and customer satisfaction. Skilled in Lean Methodology and Management Team Leadership, I spearheaded initiatives that resulted in a significant increase in customer loyalty. Expert in fostering cross-functional collaboration and driving continuous improvement, my strategic approach has consistently achieved ambitious sales targets. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring, and morale-building techniques to maximize employee engagement and performance.

Overview

30
30
years of professional experience

Work History

Customer Service Manager

MAAN TRUCK SALES & LEASING LTD
Edmonton, Alberta
01.2024 - Current
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Coordinate activities of personnel engaged in buying, selling and distributing materials, equipment, machinery and supplies
  • Plan and control budget and expenditures
  • Plan and organize daily operations
  • Review purchase order claims and contracts to determine compliance with company policy
  • Plan, develop, and implement purchasing policies and procedures.
  • Oversee the evaluation of the cost and quality of goods or services.
  • Authorize the development of specifications for products or services
  • Manage contracts
  • Oversee the analysis of data and information
  • Lead the sales team in building relationships with business clients, and manage the negotiations of sales contracts.

Leader- Growth

Shree Maruti Integrated Logistics Pvt Ltd
02.2019 - Current
  • Handling channel/ franchisee sales & Direct business, along with operations & collections portfolio
  • Establishes sales objectives by creating sales plan and quota for region in support of national objectives
  • Maintains and expands customer base by counselling Channel & Direct sales representatives; building and maintaining rapport with key customers; identifying new customer opportunities.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Assisted with new hire processing and existing training programs.
  • Mentored employees on customer service techniques and explained direct link between revenue growth and customer loyalty.
  • Supported office business development and customer service.
  • Trained employees on 3PL, e-commerce and assigned duties

Sr Manager

BUSYBEES LOGISTICS SOLUTIONS LTD
06.2017 - 12.2018
  • Achieves regional sales objectives by contributing regional sales information and recommendations to strategic plans.
  • Managed a regional team of 7 managers with a revenue of 100 million.
  • Assist and support Solution Design team for problem analysis, presentations, proposals, pricing, AQP workshop reviews; preparing and completing action plans
  • Maintains and expands customer base by counselling district sales representatives; building and maintaining rapport with key customers; identifying new customer opportunities
  • Servicing varied industry segments viz; e-commerce –Last Mile, Banking, Lifestyle & Hi Tech
  • Lead, drive and deliver revenue growth at desired yield target to achieve or exceed prescribed budgets of region(s)/vertical(s)
  • Attend monthly reviews , MBRs & QBRs for constant improvements in service levels & increasing share of wallet.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Implemented and developed operational standards, policies and procedures.

Regional Head

DTDC Express Ltd
06.2015 - 05.2017
  • Meets regional sales financial objectives by forecasting requirements; preparing annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
  • Contributing to country EBITA budgets
  • Establishes sales objectives by creating a sales plan and quota for region in support of national objectives
  • Maintains and expands customer base by counselling Channel & Direct sales representatives; building and maintaining rapport with key customers; identifying new customer opportunities
  • Recommends product lines by identifying new product opportunities, and/or product, packaging, and service changes; surveying consumer needs and trends; tracking competitors
  • Implements trade promotions by publishing, tracking, and evaluating trade spending
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks
  • Accomplishes sales and organization mission by completing related results as needed.

Manager of Operations

LEAP EXRESS AND LOGISTICS
06.2010 - 10.2014
  • Shoulder the responsibility leading & managing both the business units of Express Logistics & Relocations & 3PL Vertical
  • Develop plans for managing the entire corporate marketing, and making national & overseas alliances with P&L responsibilities
  • Handling FCL/LCL, and air freight imports and exports for automotive and electronics customers
  • Play pivotal role in enhancing customer service based on client feedback through the development of new policies & procedures
  • Formulate plan for redressal of customer complaints and enforce company policies & Marketing Discipline Guidelines

General Manager

Total Solutions Facilities Management Ltd
07.2009 - 06.2010
  • Distinction of managing a large team & multi-location portfolio i.e
  • Multi-branch operations employing over 9000 people in 23 locations across India
  • Gained distinction as a superior business development performer, accomplishing 65% sales to budget from a zero base within the first 12 months
  • As lead strategic sales expert bridged the gap between customers and sales by developing, innovative online/offline product solutions to meet client objectives, Closely monitored the entire pre-sales operations; bid management/response to RFI/RFP/RFQ; presentations/ proposals/effort estimates/pricing models & other collaterals; scope study; due diligence; proof of concept; brochures & newsletters
  • Geared the activities for developing capacity in sales structures to ensure smooth expansion of the business
  • Support closely in tracking brand promotions, data mining, interrogation, market research, retail audit and customizing research data for different brands

Regional Sales Manager

Leap Exress
04.2008 - 06.2009
  • Logistics, ( Freight Forwarding) Pune
  • Holds the distinction of developing strategies and fetching 35% market share against a bigger well-established competitor
  • Devised business case modeling tool, flexible for use as sales collateral yet intuitive in providing early and rigorous qualification of the business case for new opportunities
  • Turned around long-term problematic yet strategic account
  • Ability to rely on experience and judgment to plan and accomplish short term goals

TNT India (P) Ltd
01.2001 - 06.2009
  • Successfully fetched prestigious global contracts viz
  • Lenovo, Nokia, TetraPak & Mumbai Airport including 5 prestigious rate contracts in all India sales league
  • Devised effective strategies and registered growth rate of 29%, 42% & 45% across freight (air/sea) & express
  • Driven Pune to surpass 1+ Crore sales mark at 40% gross margin
  • Instrumental in transforming Ludhiana to peak performing zone scaling business to new peaks by jacking up trading base from 90 to 200 customers
  • Nominated for doubling freight business in Delhi in just 2 years despite being lone resource
  • Commended for enhancing yearly targets in years 2004 & 2005 by returning 104% & 101% growth year on year.
  • Having credential of being adjudged National Sales League Winner & 2 Aces Winner in year 2005

Branch Head

Maharashtra & Goa
12.2005 - 04.2008

Senior Area Manager - Pune

Busybees Logistics Solutions Ltd
02.2004 - 12.2005
  • Building Ecommerce sales for the region from a small base to sizeable levels with 100% jump in sales in first Qtr
  • Holds the distinction of developing nurturing potential accounts with larger share of business in other verticals viz Contract Logistics viz: Nurserylive, Shopclues, Myntra, FirstCry etc
  • A basic understanding of customers' business functions that support strategic objectives; works closely with others to research customer business models and operating structures; provides input into developing client solutions;
  • Involved in vendor management, for Manpower Outsourcing, Surface and Air Cargo agents
  • Onboarding with API integration and Pincode mapping tools for Existing and new onboarded Ecommerce customers
  • Reverse pick up process integration and integrating with internal systems
  • Using the tech savvy tool, of Vehicle Tracking – GPS for Shippers advantage & reducing customer complaints
  • Demonstrates a basic understanding of relevant industry trends impact and the customer organization and considers these trends when making routine account decisions
  • Demonstrates basic understanding of logistics & supply chain terminology used in the industry such ,material flow /finance flow

Business Development Manager

North
12.2002 - 02.2004
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Represented company and promoted products at conferences and industry events.
  • Developed new proposals, contracts and procedures in air freight, sea freight, fairs/exhibitions, FCL, LCL to draw in more clients and streamline work operations. of CHA operations.

Depot Manager

North-2 Ludhiana
02.2001 - 12.2002
  • Donned the responsibility of supporting product development to ensure the organization’s value proposition met the requirements of the vertical markets and the individual major accounts
  • Drove the efforts to deploy and monitor MA processes, policies and procedures in order to ensure the consistency, efficiency and quality of internal and external customer expectations
  • Contributed significantly through professional expertise and leadership to the effective roll out of business unit and multi-country MA projects viz
  • Import & exports, consolidation, exhibition cargo by sea/air, repair & return etc
  • In Life sciences solely responsible to negotiate on tailor made line hauls & developing new vendors of IATA Packaging
  • Proficiently established complete solutions of bulk imports (air & ocean); warehousing across metro cities; inventory management & domestic redistribution across the country
  • Scrupulously implemented credit policy and managed receivables within acceptable limits
  • Drawn up plans for making effective business presentations and thus doubled the special services revenue within the span of less than a year
  • Instrumental in developing and retaining prestigious accounts viz
  • Sandvik Asia, Thyssen Krupp ,Covance,Quintiles,NARI etc
  • Independently designed end-to-end solutions for the entire North Indian region relating to exhibitions viz
  • Heimtex, Tendence, Ambiente, Hong Kong Fair etc.; repair & return, air & ocean freight consolidation & break bulk, warehousing and spare parts & line items break bulk etc
  • Accountable for managing entire freight & life sciences business for the region
  • Profitably managed depot sales & operations with quarterly revenue of INR 8 million and customer base in excess of 100 customers

Senior Sales Executive

BLUE DART EXPRESS LTD
01.1997 - 01.2001
  • Employed effective problem-solving techniques, increasing client satisfaction ratings.
  • Demonstrated products and features to customers, answered questions and overcame objections.
  • Sold courier, cargo and LTL to new and established customers.
  • Developed relationships with high-profile clientele by successfully employing direct sales techniques.

Sales Executive

K.M. CAPITAL LTD
01.1995 - 01.1997
  • Front line sales goals and service targets by cultivating and securing new customer relationships.
  • Informed customers of promotions to increase sales productivity and volume.
  • Attended monthly sales meetings and quarterly sales trainings.

Business Head

DTDC Express Ltd, Rest of Maharashtra
  • Express, International, Supply Chain & E-commerce Divisions
  • Hands on with maintaining and growing 500+ Franchisees of region with revenue of INR 70 million
  • Sales Operations for – Direct & Franchisee business in Rest Of Maharashtra
  • Support Business Development Opportunities, Operations and
  • Full P & L responsibility to meet both revenue and cost targets
  • Deliver AOP , resource allocation and schedules
  • Responsible for running regional operations profitably and meeting EBITA targets
  • Responsible for business development and market penetration in assigned geographies
  • Responsible for overall customer service delivery including network and hub operations
  • Plan and execute best in class operational practices
  • Established and managed monthly, quarterly and yearly sales plans

Education

MBA - Marketing

MDS University
Ajmer, India

B. Sc. (Hons) -

Delhi University

Skills

  • Lean Methodology
  • Pricing Structures
  • Google AdWords
  • Management Team Leadership
  • Station Preparation
  • Food Service Team Development
  • Contract Negotiation
  • Business Opportunity Development
  • Training Employees
  • Fleet Operations
  • Partnered with Executive Team to Develop Long-Range Strategic Initiatives
  • Training and mentoring
  • Staffing coordination
  • Complaint resolution
  • Training and coaching
  • Workforce management
  • Administrative support
  • Employee scheduling
  • Effective workflow management
  • Report preparation
  • Expertise in sales
  • Microsoft outlook, word, and Excel
  • Cross-functional collaboration
  • Account management
  • Training programs
  • Staff management
  • Turnover minimization
  • Staff training
  • Customer relations
  • Product and service solutions
  • Process improvement specialist
  • Team building
  • Continuous improvement
  • Conflict management
  • Budgeting and reporting
  • Customer retention
  • Handling escalations
  • Billing and filing
  • Customer relationship management software (CRM)
  • Focused on customer satisfaction

Accomplishments

  • Sales & Marketing Strategic Planning Business Development (Service Industry)
  • Consistent performer with strong record of 19+ years’ of superior performances under demanding work environments
  • Profit Centre Operations Corporate Customer Support Ecomm-Last Mile Market Intelligence
  • Business Development P&L/ROI Accountability J.V./Strategic Alliance Budgeting/MIS
  • Strategic Marketing Cross Functional Coordination Channel Development Team-Leadership, Shree Maruti Integrated Logistics Pvt Ltd, Pune
  • Business Head – Express, International, Cargo & Courier Divisions
  • Hands on with maintaing and growing 150+ Franchisees of region with a revenue of INR 5+ Cr
  • Sales Opeartions for – Direct & Franchisee business in Rest Of Maharashtra
  • Support Business Development Opportunities, Operations & Collections
  • Complete P & L responsibility to meet both revenue and cost targets
  • ISO Certified Auditor Advanced Sales Training Conflict Management Managing Key Accounts
  • Art of Negotiation Team Building Appraisal Workshop RFQ/RFI – Proposal Writing
  • Memberships
  • Associate Member – AIMA, New Delhi, Pune Chapter
  • Guest Faculty (Sales & Marketing) for MIT, Symbiosis & other business schools under Pune University
  • Date of Birth : 12th May 1972

Timeline

Customer Service Manager

MAAN TRUCK SALES & LEASING LTD
01.2024 - Current

Leader- Growth

Shree Maruti Integrated Logistics Pvt Ltd
02.2019 - Current

Sr Manager

BUSYBEES LOGISTICS SOLUTIONS LTD
06.2017 - 12.2018

Regional Head

DTDC Express Ltd
06.2015 - 05.2017

Manager of Operations

LEAP EXRESS AND LOGISTICS
06.2010 - 10.2014

General Manager

Total Solutions Facilities Management Ltd
07.2009 - 06.2010

Regional Sales Manager

Leap Exress
04.2008 - 06.2009

Branch Head

Maharashtra & Goa
12.2005 - 04.2008

Senior Area Manager - Pune

Busybees Logistics Solutions Ltd
02.2004 - 12.2005

Business Development Manager

North
12.2002 - 02.2004

Depot Manager

North-2 Ludhiana
02.2001 - 12.2002

TNT India (P) Ltd
01.2001 - 06.2009

Senior Sales Executive

BLUE DART EXPRESS LTD
01.1997 - 01.2001

Sales Executive

K.M. CAPITAL LTD
01.1995 - 01.1997

Business Head

DTDC Express Ltd, Rest of Maharashtra

MBA - Marketing

MDS University

B. Sc. (Hons) -

Delhi University

Similar Profiles

CREATE PROFILE
Akhilesh Pandey