1. SHILPA B ARORA
128, Lok Vihar Apartments  Vikas Puri, New Delhi-110018  Mobile: 9810807542
 shilpamit21@gmail.com
SYNOPSIS
 A result oriented professional experience of more than 10 Yrs in Shipping industry and expertise in
handling a diverse range of operations entailing Shipping.
 Proven track record of developing procedures, service standards and operational policies, planning &
implementing effective reports giving all the details of shipping practices being developed in the company.
 Excellent written, communication, inter personal, liaison and problem solving skills with the ability to work
in multi-cultural environment
Core Competencies include...
 Strategy Business Planning  Shipping & Logistics  Process Improvement / Excellence
 Business Operations  Financial Awareness  Liaison & Coordination
 General Management  Budgeting & Forecasting  Team Building & Leadership
 Global / International Trade  Customer Relations /
Engagement
Leadership Strengths & Highlights
√ High performing business executive, who can rapidly identify business problems, formulate tactical plans,
initiate change and implement effective business strategies; advisor and consultant to top management on
strategic and operational matters, utilizing excellent strategic, financial, technical, operational and service
skills
√ Proficient in supervising & controlling the supply chain, shipping and logistics operations involving
coordinating with companies for Sea/ Air/ Road Transport and other external agencies to achieve seamless
& cost-effective transport solutions
√ Strong expertise in administrating complete compliance with foreign trade regulations / documentation
and liaising with various government agencies / logistic service providers to ensure smooth, cost effective
operations; good understanding of export & import documentation involved in international transportation
√ Skilled in analyzing processes, identifying areas of improvement / automation and improving/re-
designing business processes for streamlining operations, improving customer service delivery and
increasing productivity
√ Visionary and decisive leader, noted for sound, practical management style and excellent organization,
communication, presentation & interpersonal skills; Proven ability to lead and motivate large cross-
functional and multi-cultural teams to maximize productivity

2. SHILPA B ARORA Phone: 9810807542  Page 2
EMPLOYMENT HISTORY
APL (INDIA) PVT. LTD. — GURGAON
Presently working as Manager – Customer Support –North & Central India, with Shipping Giant APL
India Pvt. Ltd since Aug 2007.
Key Results:
 Role
 Develop a customized service strategy between customer and the organization to make
suitable service mix that can serve customer as well as give sufficient support to the
organization maintaining company guidelines and ethics.
 Responsibility
 To ensure timely and prompt flow of information to the customers and maintain high
standards of service to provide optimum customer satisfaction. Some of the main
responsibilities are given below :
 Coordinating with terminal / Port Operations for safe movement of containers / cargo
to various facilities globally.
 Preparing invoices for various charge heads for additional costs incurred at various
ports during transit.
 Handling logistics plan of Key A/Cs like Ikea, Sony India, LG electronics, Moser Baer,
JC Penney, Canon India, New Holland Tractors, GAP, Panasonic and MACY, to meet
their specific shipping requirements.
 Analyzing business process, identifying opportunities for automation and coordinating
with IT team to develop solutions.
 Handling Customer claims, providing resolution as per contractual agreements and
closely working with Legal Team to ensure least possible exposure to the organization.
 Follow up and clearance of Export & Import Delinquent Containers.
 Coordinating and follow up with customers for outstanding payments and ensuring
collections to close Accounts Receivables.
 Coordinating with various service providers such as Rail Operators / vessel owners for
space / slots on smooth and fast movement of cargo.
 Handling the Customer Service Team and organizing Induction and Orientation for
new incumbents, addressing department issues and grievances for smooth
functioning of the team.
 Ensuring booking / emails are attended by CS team within SLA and customer queries
are responded and closed timely.
 Handling an additional profile of QA for North & Central Region for diligent follow on
correct procedures and policies of Customer Service & Documentation.

3. SHILPA B ARORA Phone: 9810807542  Page 3
Projects Handled:
 Successful migration of communication tools on SAP CRM from MS Outlook after
close coordination with Infosys and Accenture for development of CRM platform
 Coordinated closely with Accenture & Infosys for successful implementation of
Business Intelligence Model on CRM for evaluation of Team performance through
Intelligence Reporting System
 Prepared knowledge sharing documents and processes for North Central India for
onboarding the Malaysia Back Office team on CRM platform
 Successful development and centralization of booking processes to Malaysia
Booking Centre for North Central India with close coordination with IT REMODEL
team and service providers Accenture and Infosys
 Customization and standardization of Invoicing process for Import Cargo
 Imparted training to customers for North & Central India for use of self-help
channels on APL web portal and achieved 100% success in use of these tools
 Instrumental in driving the EBL platform and have successfully migrated 95%
customers on EBL
 Successful 100% migration of customers on E-Booking portal for North and
Central India
 Successful implementation of SMS advisories to customers through Unicel
 Instrumental in automation of Booking Cancellation process and development of
Booking Cancellation Macro in close coordination with APL IT teams
 Development and enhancement of CISCO historical reports for evaluation of team
performance
 From June 2002-August 2007
 Worked with Mitsui O.S.K Lines as Key Account Specialist Imports for handling
complete logistics plan for Japanese a/c like Honda Cars, Maruti Suzuki, Honda
Motor Cycles, Yamaha, Sony India, Denso India and Canon India.
 Instrumental in handling Project Cargo and timely delivery of JIT shipments.
 From March 1999-May 2002
 Worked with Wan Hai Shipping in Customer Service.
 From August 1998-February 1999
 Worked with Unilever in Market Research Department

4. SHILPA B ARORA Phone: 9810807542  Page 4
EDUCATION & CERTIFICATIONS
SYMBIOSIS MANAGEMENT INSTITUE — PUNE
Post Graduate Diploma in International Business
IIEM, BANGALORE
Diploma Holder in Import / Export Management
RAM LAL ANAND COLLEGE, DELHI UNIVERSITY
Bachelors of Commerce
IITC, Delhi
Diploma Holder in Air Travel & Ticketing
SOFTWARE EXPERTISE – Have thorough working knowledge of CRM, SAP, ORACLE and COBOL.
ACHIEVEMENTS
 Have been awarded Best CS Team PAN India APL, consecutively from 2008-2014.
 Have successfully handled the complete logistics and delivery of C-17 Boeing Project for Indian
Air Force with close coordination from USAF and US Embassy.
 Have been awarded 2nd
Prize in All India Inter School Essay cum Quiz Competition in the year
1992 by the then Prime Minister of India Shri P.V. Narsimha Rao.
PERSONAL PROFILE
Husband’s Name: Mr. Amit Arora
Date of Birth: 7th
September 1976
Language: English / Hindi & Punjabi
Permanent Address: 128, Lok Vihar Apartments
Vikas Puri, New Delhi -110018