Open to opportunities

Monika Nawani

@monikanawani

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Experienced Senior Process Expert with a strong background in client management.

India

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What I'm looking for

I am looking for a dynamic work environment that values innovation and collaboration, where I can contribute to process improvements and enhance customer experiences.

With over a decade of experience in process management and customer service, I have honed my skills in handling complex client interactions and ensuring operational excellence. Currently, I serve as a Senior Process Expert at A P Moller Maersk, where I manage import and export shipment documentation, ensuring timely updates and high customer satisfaction ratings.

My journey began at Wipro Pvt. Ltd., where I developed a strong foundation in customer service. I later transitioned to roles that allowed me to leverage my expertise in Agile methodologies and recruitment processes. My certifications as a Salesforce Administrator and Scrum Master further enhance my ability to drive efficiency and foster collaboration within teams.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Expert

Current

A P Moller Maersk

Sep 2022 - Present (2 years 10 months)

Handled client documents for import and export shipments, ensuring timely updates on the portal. Solely responsible for client-customer ratings, timeliness, and onboarding new clients.

Import Export Documentation Client Management Data Entry Logistics Documentation

Senior Process Expert

Concentrix

Mar 2021 - Aug 2022 (1 year 5 months)

Managed inbound customer calls to facilitate changes in prepaid mobile calling plans. Resolved customer queries and provided suitable solutions, including checking area network issues.

Customer Service Inbound Problem Solving Mobile Network Troubleshooting Communication

HR Associate

Xpressbees

Oct 2015 - Aug 2016 (10 months)

Assisted leads in identifying recruitment issues across various regions and administered company assessments. Coordinated hiring processes and developed new management processes and SOPs for the startup.

Recruitment Agile Framework Vendor Management SOP Development

Senior Associate

Wipro Pvt. Ltd.

Sep 2007 - Feb 2011 (3 years 5 months)

Attended and understood customer calls for various queries, providing multiple options for resolution. Conducted customer satisfaction surveys at the end of each call.

Customer Support Query Resolution Customer Satisfaction Communication

Education

Degrees, certifications, and relevant coursework

Symbiosis College, Pune (SCDL)

PGDBA, Business Administration

Completed a Post Graduate Diploma in Business Administration. This program provided a comprehensive understanding of business management principles and practices.

D. Y. Patil College of Commerce, Pune University

B.com, Commerce

Obtained a Bachelor of Commerce degree, focusing on core commerce subjects. Gained foundational knowledge in accounting, finance, and business operations.