This document contains a resume for Sohail Siddiqui, providing personal details, professional experience, qualifications, and skills. Siddiqui has over 6 years of experience in process management, team management, data reconciliation, and client relationship management. He is currently a Senior Business Performance Analyst at Maersk Tankers, where he monitors business performance, implements strategies, and generates performance reports. Prior to this, he held roles such as Process Expert at Maersk Line and Service Manager for Vodafone India. Siddiqui has a Bachelor's degree in Management Studies and is proficient in Microsoft Office, email, and the internet.

1. Sohail Siddiqui
Mobile No: +91-9930737925
Email: s.sidd27@gmail.com
PERSONAL DETAILS
 Date of birth – 11.06.1988
 Languages known - English , Hindi , Marathi
 Nationality – Indian
PROFESSIONAL SYNOPSIS
 A competent professional with 6 years of experience in:
*Process management *Team Management
*Data reconciliation *Client relationship management
 An out-of-the box thinker with proven track record of establishing processes, SOP’s, streamlining
workflow and creating team work environment to enhance productivity innovatively
 Ability to work independently as well as in a team
 Dedicated Leader, with the ability to obtain outstanding results in a challenging environment.
 Demonstrating leadership and business ethics when making decisions and problem solving
Communication skills include providing clear direction, sharing information, and prioritizing work
in an efficient manner
 Committed to performing professionally and effectively to contribute to the success of the
company
 A results-driven professional with a proven track record of exceeding objectives
 Capability to interact and work with Senior Management of the Organization
 Ability to identify the business / organization requirements and translating the same into action
plan and results
 Self-starter with positive attitude and open mind
 Ability to analyze data efficiently
CORE COMPETENCIES
- Business development - Customer relationship building
- Good communication skills - People Management
- Data Collection and Analysis - Stress Tolerance
- Decision-Making - Problem analysis and problem solving
ACADEMIC QUALIFICATIONS
 Bachelor of Management studies, (Full Time Course) Mumbai University, India-2010 scoring 62%
 HSC, Maharashtra University (Full Time Course), 2006 scoring 55%
 SSC, Maharashtra University (Full Time Course), 2004 scoring 53%
TECHNICAL SKILLS
 Proficient in the use of: MS-Office - (Word/Excel/Access/PowerPoint) / MS-Outlook
 Emailing & Internet
PROFESSIONAL EXPERIENCE
Maersk Tankers [Since Dec, 2015]
Sr. Business performance analyst (Supervisor)
 Monitor business performances regularly
 Coordinate performance information ensuring that all deadlines are met
 Cost/benefit analysis : (Optimize costs by increasing efficiencies)
 Calculate probabilities of cost variances

2.  Implement strategies (preparing case studies) for gathering, reviewing and analyzing data
requirements
 Planning and organizing the KPI’s and Setting Targets
 Identifying areas of improvements and concerns in business operational areas and provide
appropriate action plans (recommending solutions to top management)
 Provide direction and support to teams whenever required, sharing best practices with them
 Working on scenarios based on assumption
 Introducing new techniques to meet or exceed business goals, automating processes
 Generate performance reports
 Maintaining Scorecards, collaborating with stakeholder based in CPH and Singapore
 Recording the actual performance against the time schedule, finding out deviations if any and
advising solutions
 Project Governance
 Prioritize risks based on probability, impact and stakeholder priorities
 Plan and schedule training and development sessions
Maersk Line [Feb, 2013- Dec, 2015]
Process Expert
 Handled Export Operations(Documentation/ vessel planning/ arranging container release)
 Handled invoice disputes, focus on service recovery by prioritizing customer escalations
pertaining to their shipments
 Handled customer requests in regards to bookings, invoices, container planning, merchant and
carrier haulage, customs manifest amendments etc.
 Provided timely constructive performance feedback to top management to improve performance
issues
 Evaluated risk probabilities and impacts, implemented contingency plans to meet SLA’s
 Created dashboards for performance visibility
 Built a Customer-Centric Work Environment by discussing best practices in team review
meetings
Notable Highlights
 Ranked first among all the clusters with a record of 100% score in Proactive Care program
designed to test employee skills to enhance customer sustainability, loyalty and service recovery
 Honored by German customer visit to India post process simplification for his business to
appreciate my work (Company :CR Logistics, Mr. Phillip Boehm)
 Awarded as champ of the month thrice, Going an extra mile and Customer delight award Twice
 Handled 2 projects with outstanding performance:
o Customer Effort Reduction (Enhancing customer experience by coming up with new
ideas to improve customer experience with Maersk Line)
o CE-Mindset (reporting achievement, Highlighting customer delight on company website)
 Recognized in Team for handling and managing the team in absence of manager in contingency
period
 Proficient in tools such as GCSS, Case Management, BOX – I, GSIS View, MARS and RKEM
Vodafone India [Jan 2012 to FEB 2013]
Service Manager for Western Mumbai Zone (small medium Enterprises)
 Lead and manage a team of 8 customer service agents and 15 sales Executives
 Plan, assign and monitor work tasks to optimize team efficiency
 Determine customer service requirements through surveys, focus groups and
benchmarking best practices
 Resolve customer escalations pertaining to service issues
 Allot departmental budget, implement cost controlling measures and ensure smooth
functioning within the team
 Review client requirement along with senior management
 Develop strategies for improvement of service and productivity
 Formulate and implement customer service policies and procedures

3.  Responsible for successful strategic initiatives to improve team productivity and increase
staff retention
 Implement standard processes and coach employees to achieve high customer service
standards
Notable Highlights
 Appreciated by top management for exceeding targets in customer retention, fulfilling client
expectations, sales and support service as well as other customer service goals
 Appreciated for converting new leads into a steady business like Rustomjee, Vijay sales Etc.
 Proven track record in resolving and reducing customer complaints and meeting customer service
level agreements
 Trained and supervised customer service professionals to ensure optimum satisfaction of clients
Vodafone India [April 2011 to Jan 2012]
Back Office executive
 Replying to customer queries pertaining to new connections, Tariff and handling disputes
 Customer retention
 Achieving daily targets and making reports
Notable Highlights
 Awarded as the best performer of the Quarter. (July-Sep)
 Customers appreciated for my professional way of handling their escalations
 Selected as Service Manager through internal job posting
Awoco lubricants [March 2010 to April 2011]
Sales Executive
 Door to door selling
 Providing Quotation to retailers
 Issuing Invoice
 Achieving monthly targets
 Generating new leads
Interests
 Football
 Travelling
 Music
 Watching movies, documentaries and series.