Candidate

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First Name: HUSAIN KATWARAWALA
E-Mail Address: katwarawala.husain1991@gmail.com
Country: India
Phone: +918484911572
Current Job Designation: Manager - Customer Service
Job Designation Applying For: Manager - Customer Service
Total Years of Experience: 15
Copy your Resume / CV in this box: HUSAIN KATWARAWALA
Mobile: +91-8484911572
Email: katwarawala.husain1991@gmail.com
LinkedIn: linkedin.com/in/husain-katwarawala-a229a71a2
Gender: Male | Date of Birth: 30.12.1991
Passport: W1266804 | Nationality: Indian
Address: Pune, India
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CUSTOMER SERVICE & LOGISTICS LEADER | EXPERT IN PROCESS OPTIMIZATION & GLOBAL ACCOUNT MANAGEMENT

PROFILE & VALUE
A dynamic and results-oriented Customer Service and Logistics Leader with 15+ years of experience driving operational excellence and customer satisfaction across global supply chain ecosystems. Proven expertise in managing high-impact international accounts, optimizing logistics processes, and delivering exceptional service through continuous improvement initiatives. Skilled in leading cross-functional teams, managing complex customer issues, and driving business transformation through data-driven decision-making. Adept at reducing operational inefficiencies, enhancing customer retention, and fostering collaborative partnerships. Known for strategic thinking, leadership, and a relentless focus on improving service delivery and client relationships. Seeking to leverage my extensive background in logistics, customer service, and process optimization to contribute to a progressive organization in the UAE. KEY SKILLS
Customer Support:
• Salesforce & FreshDesk Case Management, Escalation Management, Incident Management
• CRM, Customer Retention, Customer Satisfaction
Logistics Management:
• International Shipping, Freight Forwarding, Supply Chain Management, Inventory Control, Warehouse Operations
Managerial Skills:
• Team Management, Project Management, KPI Management, Leadership, Performance Management, Staff Development
Process Improvement:
• Continuous Improvement, Lean Management, Six Sigma (Yellow Belt), Operations Management, Quality Assurance
Technical Proficiency:
• Microsoft Office, MySQL, JIRA, Aha, QlikSense, Kibana, Tableau
WORK EXPERIENCE
Manager - Customer Service
E2open (WiseTech Global)
Dec 2022 - Present | Pune, India
• Managed multi-channel customer communications, ensuring seamless service delivery and rapid case resolution.
• Led onboarding and relationship management, collaborating with Product, Development, and Infrastructure teams to drive customer satisfaction, retention, and loyalty.
• Served as Incident Manager for SEV 1 issues, resolving high-priority incidents efficiently.
• Monitored over 400 monthly calls, addressing critical client issues and improving satisfaction.
• Optimized team scheduling and performance, leveraging mentoring, training, and recognition programs.
• Established and monitored SLAs/KPIs, identifying areas for growth and developing targeted initiatives.
• Analyzed customer insights, providing strategic feedback to Product, Development, and Infrastructure teams to drive service and product improvements.
• Delivered performance reports and actionable insights to senior leadership to improve customer service delivery.
Team Lead - Customer Service
E2open (WiseTech Global)
May 2019 - Dec 2022 | Pune, India
• Led teams to exceed performance targets and resolve customer issues, especially during peak times.
• Reduced resolution time by 40% through streamlined processes and feedback-driven improvements.
• Promoted innovation and efficiency, implementing high standards for customer interactions and upselling opportunities.
• Directed cross-functional collaborations to improve overall service quality.
Reseller Success Manager
Cogo Freight Pvt Ltd
Jul 2018 – May 2019 | Mumbai, India
• Managed key client relationships in international shipping, focusing on the promotion and sales of ocean freight services.
• Developed and delivered marketing materials to demonstrate service benefits and competitive advantages.
• Built strong relationships with high-value clients, driving growth and increasing revenue through strategic sales efforts.
• Led efforts to expand market reach, consistently surpassing sales objectives in collaboration with senior management.
Customer Service Representative to Key Account Executive
INTTRA
Dec 2018 – Apr 2019 | Mumbai, India
Oct 2016 – Nov 2018 | Mumbai, India
• Managed customer queries and case resolution related to shipping products and services.
• Proficiently handled various communication protocols (EDI, XML, ANSI, API) for seamless integration.
• Delivered product training, ensuring clients understood system functionalities and were equipped to use services efficiently.
• Consistently exceeded performance expectations, reducing call closure time by 90% compared to company averages.
Senior Executive – Export Shipping
Axis Shipping Agency Pvt Ltd
Jun 2016 – Sep 2016 | Mumbai, India
• Coordinated shipment logistics, including container movement and cost estimations for ocean freight across various freight terms.
• Managed hazardous cargo approvals, liaising with shipping lines, feeder operators, and NVOCCs.
• Delivered shipment progress reports and collaborated with overseas agents to ensure timely, accurate documentation.
• Enhanced efficiency in shipment management through the use of ERS systems.
Senior Executive – Shipping
Frigorifico Allansons Pvt Ltd
Oct 2015 – May 2016 | Mumbai, India
• Oversaw the movement of shipments, ensuring delivery to consignees within stipulated time frames.
• Managed the complete shipping documentation process for both air and sea shipments, coordinating with global partners.
• Implemented cost-saving strategies, particularly in transportation and logistics processes.
Earlier Career Summary (2010 - 2015)
Held progressive customer service and logistics roles at Gateway Maritime, Frigorifico Allanasons, and Axis Shipping. Managed end-to-end export operations, including DG approvals, shipment tracking, customs documentation, and Bill of Lading preparation for global clients. Delivered on-time shipments, maintained compliance, and resolved high-priority issues across APAC, EMEA, and the Americas.
EDUCATION
Post Graduate Diploma in Supply Chain Management | Welingkar Institute of Management, Mumbai | 2017
B.COM in Accounting | KPB Hinduja College of Commerce, Mumbai | 2012
CERTIFICATIONS
• Oracle Database 10g: Introduction to SQL
• Oracle Database 10g: PL/SQL Fundamentals
• Team Leadership & Team Management 2022 Master Class
• Six Sigma Yellow Belt
• Generative AI for Customer Service with Microsoft 365 Copilot Professional Certificate
LANGUAGES
• English: Proficient | Hindi: Proficient | Arabic: Read & Write | Gujarati: Speak | Marathi: Basic
ACOMPLISHMENTS
• Received Spot Bonus for Carrier Account Management
• Awarded Spot Bonus for exceptional customer service
• Team Lead Excellence Award


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