Microsoft Visio
Rahul Gopinadhan
Customer Implementation Specialist
Auckland,AUK
Summary
Business Performance Management & Customer Focused Logistics Professional with over 10 Years of Proven Domain Expertise in Process Excellence (Six Sigma and Lean Methodology), Customer Service and Business Implementation. Proficient in Supply Chain Management, Logistics and Multimodal Transportation (Air Freight/Ocean Freight, Domestic Transportation, Warehousing and Customs Brokerage).
Overview
3
3
Certifications
4
4
years of post-secondary education
14
14
years of professional experience
Work History
Customer Implementation Specialist
DHL Global Forwarding
Auckland, NZ
11.2017 - Current
- Designed and Driven Customer Business Implementation strategy for New Zealand in compliance with global implementation guidelines to secure sustainable Operational Outcomes along with Business results.
- Managed a Pivotal Role in On-boarding of Global Customers with multi-country business operations to ensure effective implementation of customer business requirements within country offices.
- Worked in close conjunction with the key business functions to effect consistent yet sustainable business deliverables contributing to profitable growth and customer delight.
- Delivered out over 100+ customer implementation projects over a period of 3 Years focused on transitioning new or retained business opportunities into a sustainable, valuable customers.
- Utilized the Depict methodology to Implement and monitor initial Supply Chain Value Roadmaps with management teams.
- Maintained constant communication flow (Project Kick-Off Meetings/ Weekly Review Meetings) with all functional areas within the organization including Senior Management to make sure flawless delivery on the Customer promise to achieve an efficient handover to the operations at the end of the project.
- Redesigned the existing process flow by contributing to process improvements within the team and coordinating knowledge sharing sessions along with other continuous improvement projects.
Sales Support Specialist
DHL Global Forwarding
Auckland, NZ
04.2017 - 10.2017
- Boosted strong, profitable long-term client relationships in conjunction with the Field Sales & Key accounts team through regular customer interaction by offering timely pricing (Quotations & Costing) coupled with value propositions.
- Led the data intelligence role on analysing business performance (Opportunity Analysis) based on selected business parameters thereby offering crucial insights to business to drive profitable growth and sustainable results.
- Consistently worked with Sales team to Stay up to date with new product feature launches and ensure sales team is on board along with managing sales tracking tools in addition to reporting on important information on trends customer churn.
- Provided best-in-class real-time sales support for customers while leading by example for sales team members.
Station Improvement Manager
DHL Global
, India
09.2013 - 03.2017
- Managed the Station Improvement Program (SIP) using the Six Sigma & Lean Methodology majorly involving driving and coaching of business performance improvement initiatives.
- Defined, Implemented and maintained core continuous improvement initiatives in the areas of service delivery including KPI alignment (Review & Improvement), operational excellence & optimization along with supplier performance Assessment.
- Facilitated process re-engineering technique sessions to improve the overall business performance including majorly overall KPI Improvement.
- Actively Supported the Post Customer Implementation Activities working closely with Customer Service functions & Business Development Executives including Trade Lane & Solution experts (LLP) to confirm adherence to agreed service delivery commitments and successful run of end-to-end business process.
- Conducted ISO Audits (Internal and External Audits) and chaired review meetings with Senior Management on areas of improvement along with creation of work streams for corrective and preventive actions.
- Handled Additional Roles of Regional (ASPA) System Trainer, Station Deployment Lead for Customer Improvement and System Solution Initiatives
Assistant Manager
DHL Global Forwarding
, India
11.2010 - 08.2013
- Managed and supervised the Supply chain requirements for the Key Clients (Dell, Nokia, IFF, Saint Gobain and Flextronics).
- Interpreted and delegated the Key Client’s Logistics requirements which has been agreed with Account Management Team.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Collaborated with team members as well as colleagues from other functional teams/regions to make sure end-to-end-deliverables are consistently achieved and optimized.
- Handled the customer service for a portfolio of new prospects along with existing customers through building a strong customer relationship to ensure that customer needs are recorded and fulfilled.
- Remained single point of contact to resolve complaints & disputes for the key customer accounts in a timely manner through an appropriate complaint handling system.
- Constantly collaborated with Program Managers to improve the end-to-end operating processes in collaboration with key internal stakeholders & built long term relationships with customers’ operational teams.
Business Executive
Maersk Line
Chennai, India
11.2006 - 10.2010
- Handled all the shipment order management related activities for the Regional Cluster.
- Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions.
- Identified the requirements of Potential customers to assist with all the Pre-Shipment and Post-Shipment Activities.
- Worked closely with the functional teams in planning the space capacity to meet the diverse demands of the customers and ensured that the monthly / weekly allocations achieved with optimal utilization.
- Supervised all activities related to E-Commerce Implementation for the cluster to make certain that all the E-Commerce related products are utilized by the clients effectively.
Education
Bachelor of Engineering - Instrumentation & Control
Madurai Kamaraj University
India 04.2000 - 09.2004
Skills
Project implementation
undefinedAccomplishments
Delivered 100+ Projects in a Span of 3 Years
Certificate of appreciation from CEO (2012)
Awarded with Certification of Appreciation for demonstrating Leadership Excellence and Contribution
Employee of the Month (November 2011)
Appreciated for Improvisation made in Communication Flow and o Streamlining Service Deliverables.
Software
Certification
Certified Cargo-wise Professional, Wisetech - Sep 2020
Timeline
Certified Cargo-wise Professional, Wisetech - Sep 2020
09-2020
Customer Implementation Specialist
DHL Global Forwarding
11.2017 - Current
Sales Support Specialist
DHL Global Forwarding
04.2017 - 10.2017
First Choice Advisor (Six Sigma Green Belt, DHL Global Forwarding- Feb 2016
03-2016
Internal ISO Auditor, DHL Global Forwarding- Feb 2016
03-2016
Station Improvement Manager
DHL Global
09.2013 - 03.2017
Assistant Manager
DHL Global Forwarding
11.2010 - 08.2013
Business Executive
Maersk Line
11.2006 - 10.2010
Bachelor of Engineering - Instrumentation & Control
Madurai Kamaraj University
04.2000 - 09.2004
Similar Profiles
Sue Lyn YapSue Lyn Yap
Head of Human Resources, Australia, Fiji & Papua New Guinea at DHL Global Forwarding (Australia) Pty LtdHead of Human Resources, Australia, Fiji & Papua New Guinea at DHL Global Forwarding (Australia) Pty Ltd
Roberta MillerRoberta Miller
Manager, Import Gateway Operations, U.S.A at DHL Global ForwardingManager, Import Gateway Operations, U.S.A at DHL Global Forwarding
Allan FernandesAllan Fernandes
Specialist at DHL Global Forwarding FreightSpecialist at DHL Global Forwarding Freight