Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Affiliations
Timeline
Hi, I’m

Malabika Dutta

Continuous Improvement Manager
Hamburg
Malabika Dutta

Summary

I seek a position with strategic responsibility leading to lasting contributions to the organization. Key Skills - Team Leadership - Client Liaison - Performance Management - Quality Assurance - Training and Development - Process Improvement If you need further assistance or specific information regarding any aspect of this experience, please let me know! Use all the above information to create a Europe pass CV Certainly! Below is a Europe Pass CV - Malabika Dutta Mobile: Professional Profile Results-driven professional with 15+ years in customer service, project management, and continuous improvement. Proven expertise in enhancing customer experiences, driving operational efficiencies, and leading high-performing teams. - ### Core Competencies - Customer Centricity: Deep understanding of customer needs; delivering tailored solutions. - Customer Success: Driving initiatives for seamless service delivery and proactive engagement. - Project Management: Leading cross-functional projects to align with strategic goals. - People Management: Coaching and developing teams for high performance. - Continuous Improvement: Identifying process enhancements and implementing best practices. Professional Profile Results-driven professional with 15+ years of experience in customer service, project management, and continuous improvement. Proven expertise in enhancing customer experiences, driving operational efficiencies, and leading high-performing teams. - ### Core Competencies - Customer Centricity

Overview

25
years of professional experience
1
Certification

Work History

Continuous Improvement Manager
07.2022 - Current

Job overview

  • AIR freight customer implementations, invoicing set ups and solutions and implementing new production system implementation
  • Leading Off docking solutions project for Ocean CX in collaboration with OCL to reduce Longstanding containers and manage Yard Density at optimal levels
  • Facilitating Inland delivery project for Creating visibility on Carrier Haulage Volumes, Transport capacity utilization across NEC and improving overall delivery process with derived outcomes

Maersk Deutschland

Customer Service Invoice Quality Lead
06.2019 - 06.2022

Job overview

  • Improve Invoicing Experience for Customers across North West Continent Area
  • Facilitate Implementation of platforms across entire NWC Area Commercial Organisation e.g, OHP, COMET
  • Plan and implement the Standardization project in Ocean EES segment
  • Streamlining manual charges and VAS charge application processes and standardizing/automating where needed to ensure a smooth process
  • Performance and Compliance reporting for waivers, Longstanding, and Invoicing
  • Analyse data and identify opportunities for improvement and solutions
  • Collaborate with different departments (disputes, collections, Customer experience, sales, inland delivery) to Drive Agile invoicing projects for process, platform improvements

Ocean, Maersk Deutschland

Customer Service Manager
11.2017 - 05.2019

Job overview

  • Leading a customer service team with 9 individual contributors
  • Coaching, mentoring, and having individual development plans basis requirements
  • Migrating and Leading 3 dynamic import teams incl
  • Customs processes, customs communication
  • Drive continuous improvements basis customer feedback and data driven analysis and take preventive/corrective actions as required
  • E2E ownership of the customer experience by building strong customer relationships and providing proactive service
  • Deliver local and global targets by executing the designed strategies along with formulating new ideas to cater to individual customer needs
  • Monitoring team performance against the set targets (KPIs)

Mærsk Global Service Centres

Business Process Improvement Manager
01.2015 - 11.2015

Job overview

  • Designing and Implementing all improvement projects for the Mumbai GSC Site for 44 import countries globally
  • Designing and implementing Automations, system enhancements for entire Import GSC for execution of all major Customer facing processes
  • Driving standardisation and simplification projects across Ocean Imports

Maersk Deutschland

Customer service Care Business Partner
11.2015 - 10.2017

Job overview

  • Handling challenging projects like creating and implementing seamless import booking process, introducing transparent measurement systems and EDI invoicing for customers
  • Managing E2E customs related tasks single handedly
  • Focal for CS IQ for exports and imports which included liaising with multiple teams and functions to create knowledge and deliver defined IQ targets
  • Coaching, mentoring new team leaders in imports, coaching focals in exports and import teams to take up the IQ project independently within each function
  • Coaching and Assisting team members and leaders in projects, creating business cases, training on process, systems and BI.

Mærsk Global Service Centres

Team Leader: Customer Service
03.2010 - 01.2014

Job overview

  • Directly responsible for SLAs and deliverables including driving efficiency within 3 teams (54 direct reportees) of the Imports department
  • Interactions across the globe to understand and customize to the “Voice of the customer”
  • Critically evaluating businesses propositions and recommend short- and long-term strategies to achieve better KPI results and higher productivity standards
  • Standardisation of Import documentation processes across the 3 Global Service Centres
  • Planning and devising imaginative action plans to change business partner perceptions
  • Identifying areas of development and liaising with third party agency to design a coaching module for team members and team leaders
  • Thank you for providing the detailed information about Malabika Dutta's professional background
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  • Are you looking for a specific analysis, summary, or assistance with a particular task related to this content?

Evion BPO Services Pvt. Ltd

Team Leader
04.2009 - 01.2010

Job overview

  • Responsibilities Involved:
  • Leading a 24/7 Web chat and Email response process with 20 agents
  • Coaching and Development team members to enusre consistent performance
  • Meeting SLAs and Quality Targets consistently
  • Handled Recruitment,Training, Quality & Operations for the process
  • Quality involved checking each & every email response/chat for all agents and providing feedback for the same
  • Generating Quality and Operations reports, conducting fortnightly Knowledge Assessment tests for the team
  • Handling staffing, scheduling leaves, shifts & offs for the team
  • Liasing with the Client for all process requirements, updates, reports, payments etc
  • Attending Calibrations with client’s quality team., Led a 24/7 web chat and email response team of 20 agents
  • Ensured consistent performance through coaching and development
  • Managed recruitment, training, quality assurance, and operations
  • Generated quality and operations reports and conducted assessments., Managed a 24/7 web chat and email response team, ensuring consistent performance and quality standards
  • Developed training programs and conducted assessments to enhance team capabilities and service quality
  • Liaised with clients to address process requirements and deliver timely updates., Managed a 24/7 web chat and email team, ensuring quality standards
  • Developed training programs to enhance team performance
  • Liaised with clients for process updates and requirements., Managed a 24/7 web chat and email team, ensuring quality standards
  • Developed training programs to enhance team performance
  • Liaised with clients for process updates and requirements., Managed a 24/7 web chat and email team, ensuring quality standards
  • Developed training programs to enhance team performance
  • Liaised with clients for process updates and requirements.

WNS Global Services, Virgin Atlantic Airlines

Team Leader
03.2005 - 11.2008

Job overview

  • Responsibilities Involved:
  • Handling a team of 10 agents Voice and 15 agents Non – Voice
  • Coaching and development of team members to ensure good quality on calls / email responses and meeting all metrics
  • Liasing with WFM and Admin for team issues
  • Monitor agent quality on a weekly basis for voice and daily basis for back office and provide feedback
  • Achieving the TAT for back office on a daily basis
  • Conduct meetings with team to identify concerns, provide feedback, identify top performers and discuss daily updates
  • Attending Calibrations with clients and quality team
  • Mentoring bottom line performers and new agents on the floor., Managed a team of 25 agents (10 voice, 15 non-voice)
  • Focused on coaching, quality monitoring, and achieving TAT for back office tasks
  • Conducted team meetings to address concerns and provide feedback., Oversaw a team of 25 agents, focusing on coaching and quality assurance to meet performance metrics
  • Conducted regular team meetings to identify concerns, provide feedback, and recognize top performers
  • Collaborated with clients to ensure alignment on service expectations and quality standards
  • Work in Media and Events

WNS Global Services, Virgin Atlantic Airlines Customer Service

Team Leader
03.2005 - 11.2008

Job overview

  • Oversaw a 25-agent team, focusing on coaching and quality assurance
  • Conducted team meetings to address concerns and recognize top performers
  • Collaborated with clients to align on service expectations.

B.A

Freelance
11.2003 - 01.2005

Job overview

  • Media and Events
  • Worked as Model Manager to get regular work for models
  • Worked with Sony Music for, .G
  • Films as a Story Researcher for their Serial on Sony - ‘RIHHAEE’, Managed models and coordinated events for various media companies
  • Worked on high-profile projects including Femina Miss India and Filmfare., Managed high-profile events, including Femina Miss India and Filmfare, ensuring seamless execution and participant satisfaction
  • Coordinated with various stakeholders to deliver exceptional experiences for contestants and audiences., Managed high-profile events like Femina Miss India and Filmfare
  • Coordinated with stakeholders for seamless execution., Managed high-profile events like Femina Miss India and Filmfare
  • Coordinated with stakeholders for seamless execution., Managed high-profile events like Femina Miss India and Filmfare
  • Coordinated with stakeholders for seamless execution.

Zee Telefilms Ltd

09.2004 - 11.2004

Job overview

  • The show India’s Best Zee Cinestars Ki Khoj, as a Contestant Manager
  • Job involved staying with the contestants 24/7 as a single point of contact and co-ordinating with the Director, Executive producer, Creative Head, Designer, Reality Team and the Trainers/Faculties regarding the day to day activities of the contestants
  • Scheduling the daily activities was a major part of the job
  • Worked on the Gladrags Megamodel and Manhunt Contest 2004
  • (Backstage)
  • Was involved in Backstage Management at Filmfare 2004
  • Was involved in Femina Miss India (2004) from the start of the Event till the end
  • Lived with a team of 27 Femina Miss India contestants for a month of training and rehearsals as a Contestant Manager for a period of 3 months
  • Job responsibilities were same as in Zee Telefilms
  • Worked for Choton Ka Funda Film Festival and Awards with E=MC2, an event management company, at Fun Republic
  • Job involved organising the entire event from getting children of different schools to attend the festival, celebrity management, organising food and drinks for children, arranging tropies for the finale, backstage management.

Epicenter Technologies

Customer Relationship Associate
08.2001 - 11.2002

Job overview

  • Responsibilities Involved:
  • Serving Capital One in its collection efforts from its customers along with maintaining “I Care, I Create value.”
  • Finding Solutions For Customers Financial Problems
  • Responsible for collecting outstanding payments
  • Living up to the high standards of Quality set up by Epicenter., Assisted Capital One in collection efforts and customer service
  • Focused on providing solutions for customer financial issues., Supported Capital One in collection efforts, focusing on customer service excellence and problem resolution
  • Maintained high-quality standards in service delivery, contributing to customer retention., Supported Capital One in collections, focusing on customer service
  • Maintained high-quality standards in service delivery., Supported Capital One in collections, focusing on customer service
  • Maintained high-quality standards in service delivery., Supported Capital One in collections, focusing on customer service
  • Maintained high-quality standards in service delivery.

Prasad Management Services

Client Servicing/Admin
09.1999 - 03.2001

Job overview

  • Key Responsibilities Involved:
  • Job involved - Shorlisting candidates as per client requirements, conducting interviews and sending candidates to the companies
  • Following up with Clients about the candidate on a regular basis
  • Coaching candidates prior to the interviews and providing feedback to the candidates
  • Handling General Administration of the office
  • (dealing with all vendors, handling petty cash, bills, payments etc.)
  • Thank you for sharing the detailed work history
  • Here’s a concise summary of the professional experience outlined: ### Professional Experience, Handled candidate shortlisting, interviews, and client follow-ups
  • Managed general office administration tasks., Managed candidate recruitment and client follow-ups
  • Handled office administration for operational efficiency.

Prasad Management Services

Servicing/Admin
09.1999 - 03.2001

Job overview

  • Managed candidate recruitment processes, ensuring alignment with client requirements and expectations
  • Handled general office administration, contributing to operational efficiency., Managed candidate recruitment and client follow-ups
  • Handled office administration for operational efficiency.

Prasad Management Services

Admin
09.1999 - 03.2001

Job overview

  • Managed candidate recruitment and client follow-ups
  • Handled office administration for operational efficiency.

Education

Relevant Certification 1]

Relevant Certification 2

Relevant Certification 1

University Overview

Title this section, List your degree

Skills

  • Customer Centricity
  • Expertise in understanding customer needs and delivering tailored solutions to enhance satisfaction and loyalty
  • Customer Success
  • Proven ability to drive customer success initiatives, ensuring seamless service delivery and proactive engagement
  • Project Management
  • Skilled in leading cross-functional projects from conception to execution, ensuring alignment with strategic goals
  • People Management
  • Strong leadership capabilities with a focus on coaching, mentoring, and developing team members to achieve high performance
  • Continuous Improvement
  • Committed to identifying opportunities for process enhancements and implementing best practices to optimize operations
  • Core Competencies
  • Add a section titled "Core Competencies" in bold
  • Use bullet points to list your key skills
  • 7
  • Other Languages]

Accomplishments

  • Feel free to customize the education and certification sections as needed, and let me know if you would like any additional modifications!
  • Make the cv, Certainly! Here’s a more concise and articulate version of the CV: -
  • Malabika Dutta
  • Mobile:, Feel free to fill in the education and certification sections, and let me know if you need any further modifications or additions!
  • Export this to a word doc with a new resume, I'm unable to create or export files directly
  • However, I can guide you on how to format the CV, ### Step-by-Step Guide to Create a CV, 1
  • Open Microsoft Word: Start a new document
  • Set Up the Document: - Go to the "Layout" tab and set the margins to "Normal" (1 inch on all sides)
  • Choose a clean, professional font like Arial, Calibri, or Times New Roman, and set the font size to 11 or 12 for the body text
  • Add Your Name: - Center your name at the top of the document in a larger font size (16-18 pt)
  • Example: Malabika Dutta Contact Information: - Below your name, add your mobile number and email address, centered or aligned to the left
  • Example: Mobile:, Title this section "Certifications" in bold
  • List any relevant certifications
  • Languages : - Title this section "Languages" in bold
  • List the languages you speak and your proficiency level.

Certification

Core Competencies - Customer Centricity - Customer Success - Project Management - People Management - Continuous Improvement, - [Relevant Certification 1] - [Relevant Certification 2]

Affiliations

Dynamic and results-driven professional with over 15 years of experience in customer service, project management, and continuous improvement within the logistics and BPO sectors. Proven track record in enhancing customer experiences, driving operational efficiencies, and leading high-performing teams. Adept at managing complex projects and fostering strong client relationships to achieve business objectives. Add a section title "Professional Profile" in bold. - Write a brief summary of your experience in 2-3 sentences. 6. Results-driven professional with 15+ years of experience in customer service, project management, and continuous improvement. Proven expertise in enhancing customer experiences, driving operational efficiencies, and leading high-performing teams.

Timeline

Continuous Improvement Manager

07.2022 - Current

Customer Service Invoice Quality Lead

Maersk Deutschland
06.2019 - 06.2022

Customer Service Manager

Ocean, Maersk Deutschland
11.2017 - 05.2019

Customer service Care Business Partner

Maersk Deutschland
11.2015 - 10.2017

Business Process Improvement Manager

Mærsk Global Service Centres
01.2015 - 11.2015

Team Leader: Customer Service

Mærsk Global Service Centres
03.2010 - 01.2014

Team Leader

Evion BPO Services Pvt. Ltd
04.2009 - 01.2010

Team Leader

WNS Global Services, Virgin Atlantic Airlines
03.2005 - 11.2008

Team Leader

WNS Global Services, Virgin Atlantic Airlines Customer Service
03.2005 - 11.2008

Zee Telefilms Ltd
09.2004 - 11.2004

Freelance

B.A
11.2003 - 01.2005

Customer Relationship Associate

Epicenter Technologies
08.2001 - 11.2002

Client Servicing/Admin

Prasad Management Services
09.1999 - 03.2001

Servicing/Admin

Prasad Management Services
09.1999 - 03.2001

Admin

Prasad Management Services
09.1999 - 03.2001

Relevant Certification 1]

Relevant Certification 2

Relevant Certification 1

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Malabika DuttaContinuous Improvement Manager