At Maersk Global Service Centre, I took end-to-end ownership of USA Import & Export ISR queues after cross-training. This work improved OTCX resolver-level ISR TAT achievement to 95%, above the 90% target.
I analyzed ISR case patterns and found delayed handoffs, unclear ownership, and SOP gaps contributing to TAT risk. I worked with USA resolver departments to validate ownership rules and develop a standardized ISR handling SOP.
I proposed and implemented moving ISR triage to the NAM Triage Team, then cross-trained the team and redesigned the transfer SLA from 45 to 30 minutes. The new model achieved 92% compliance, while the earlier 45-minute transfer SLA reached 97% compliance.
Before Maersk, I worked in catalogue operations at Amazon Development Centre and ATM operations at Hitachi Payment Services. At Amazon, I implemented 16 Gemba improvement ideas, trained 16 Associates and 2 Team Leads, and achieved a 98.9% Positive Response Rate.
