Monika Pendse
@monikapendse
Customer Experience and Business Development leader driving retention, revenue growth, and process improvements in logistics.
IndiaWhat I'm looking for
I’m a Customer Experience and Customer Success professional with 5+ years owning client relationships, driving retention, and spotting commercial opportunities across freight forwarding and supply chain. I blend operational problem-solving with customer-first execution to turn issues into measurable improvements.
At Maersk Line India, I managed end-to-end customer success for key freight accounts, established NPS tracking to protect high-risk relationships, and improved CSAT by 25% through structured triage that reduced First Response Time and resolution cycles. I also introduced root cause analysis frameworks that cut recurring complaints by 40% in six months, while resolving 100+ process gaps through monthly cross-functional service audits.
I’ve led teams and operationalized excellence at Ashapura Logistics—mentoring customer experience teams across locations, designing standardized SOPs to reduce manual errors, and building reporting dashboards that gave senior leadership clearer visibility into CX performance and operational KPI progress.
In my current role supporting strategy and business operations, I’m helping drive new business development for the freight forwarding vertical by building commercial pipeline visibility, mapping target market segments, and tightening cross-functional coordination through improved SOPs and performance frameworks.
Experience
Work history, roles, and key accomplishments
Executive Assistant to MD
Ashapura Logistics Ltd
Feb 2026 - Present (5 months)
Drives new business development for Ashapura Logistics' freight forwarding vertical by identifying prospects, engaging decision-makers, and supporting the MD in building a scalable commercial pipeline. Leads process improvements via workflow audits, SOP redesign, and cross-functional coordination to reduce turnaround times and service gaps.
Managed end-to-end customer success for key freight accounts, serving as the primary point of contact for import/export experience across the supply chain. Improved CSAT by 25% through structured triage, reduced recurring complaints by 40% via root cause analysis, and supported retention using NPS tracking.
Team Lead – Customer Experience
Ashapura Logistics Ltd
Jan 2023 - Oct 2023 (9 months)
Led and mentored a customer experience team across two locations, building a culture of accountability and client-first service. Designed and rolled out standardized SOPs and built centralized leadership reporting to benchmark operational KPIs and surface process gaps early.
Customer Experience Partner
Ashapura Logistics Ltd
Jan 2020 - Dec 2022 (2 years 11 months)
Managed end-to-end customs clearance and last-mile delivery for clients across India, overseeing operations for 3,000+ TEUs per month. Built commercial relationships with shipping lines and port/CFS partners, introduced customer segmentation for tailored support, and upsold value-added logistics services.
Education
Degrees, certifications, and relevant coursework
BK School of Business Management, Gujarat University
Master of Business Administration (MBA), Maritime
Earned an MBA with a Maritime focus from BK School of Business Management, Gujarat University in 2020.
Maharaja Sayajirao University of Baroda
Bachelor of Commerce (B.Com), Accounting & Financial Management
Earned a B.Com in Accounting & Financial Management from Maharaja Sayajirao University of Baroda in 2018.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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