Manjunathan Muddaliar has over 10 years of experience in business analysis, customer service, and accounts payable roles. He is currently a Business Analyst at Maerskline India Pvt Ltd where he manages tender contracts, customer service, documentation, and dispute handling. Previously, he worked at Infosys BPO as a Senior Accounting Executive in accounts payable and at WNS Global Services and Reliance BPO in customer service roles. He holds an MBA in Finance and a B.Com degree. His skills include process management, stakeholder management, revenue management, and he is proficient in Microsoft Office, SAP, and accounts payable systems.

1. CURRICULUM VITAE
G-5, A Wing, Tipsy Topsy Co Op Soc, Near Satya Sai School, Sambaji Chowk, Ulhasnagar 421004
Mobile:  8237071407, 8237051187
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Objective To do my work with loyalty, to achieve higher goals & also use my skills to
contribute my maximum ideas and efforts towards the organization which
I work with.
Work Experience
Currently
Working with
Name of Organization:
Maerskline India Pvt Ltd
Designation:- Business Analyst (Assistant Manager Level)
Duration: 11th
June 2012 –Till Date
Tender Contract management :
 Support Marine Department with Tendering support and Market Research
 Coordination with Centre Trade and Market to conclude the competitive rates for the
customer
 Analyse on the different feasible routes availability in case of deviation suggestion to
the customer
 Maintaining different report of customers past volume and trade route to publish it to
Sales, Trade and Market, Stake holders, Etc.
 Brainstorm on no routes and No rate available in system and apply wherever feasible
 Apply various Surcharges, Ocean freight based on rate structure which is applicable and
agreed with customer
 Analyse on Commitment agreement based on volume of shipment
 Maintain up-to-date overview of contractual terms for tendering clients (including rate
& terms validity, rate structure, BAF type and clause details, VIP, credit terms, free time
agreement and other special terms). Record approvals where applicable.
 Stakeholder management including key client managers and senior trade specific
strategy managers. Liaising with top management to implement network and utilization
strategy.
 Process Management- optimizing the tender process. Maximizing revenue and customer
satisfaction at minimum cost.
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M.MANJUNATHAN MUDDALIAR

2. Customer Service/Documentation/Dispute Handling :
 Responsible for design of framework on exception handling and continuous
improvements to it.
 Be the contact point for headquarters and other stakeholders on process support,
pilots in or involving Customer Service and cross functional process review.
 Drive continuous improvement of the process performance and team efficiency
by use of visual management.
 Facilitate best practice sharing within and between teams
Active drive to break down silos and facilitates a free flow of information and
ideas within and between teams.
 Continuously monitor country performance by Global Shared Services teams
against established KPIs and targets and take corrective action when necessary –
using/ respecting the Process Excellence tools/ methodology
 Ensure Standard Operating Procedures (SOP)s and guidelines are implemented
in the cluster/country, perform checks to confirm implementation, give
constructive feedback and provide ‘reality check’ to headquarters on new SOPS
– and challenges these where relevant or where improvement opportunities are
identified.
 Identify local systems and work-around, evaluate pros/cons and the need of them
to reduce whenever possible.
 Demonstrating Intimate knowledge & exposure of customer service within the
liner shipping industry
 Training team members on customer interaction from export booking at the
origin end through to import cargo delivery
 Attending to major customer enquiries, complaints about ML products and
services and training senior team members on issue resolution process
 Taking accountability for the execution of shipment lifecycle process including
cross functional coordination
 Coordinating internally with booking and documentation teams for timely
preparation and release of bookings and B/Ls
 Preventing service failure and ensuring speedy Recovery of service failure.
 Manage and resolve Longstanding and Invoicing issues
 Creating and maintaining customer database with actionable insights for process
improvement, understanding
 Adhering to standardized processes and tasks without compromising customer
experience
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3. Previous Work
Experience
Infosys BPO Ltd
Designation:- Senior Accounting Executive
Duration: 3rd
May 2010 –1st
June 2012
F&A Process – Accounts Payable (Flying Squad)
Job Description:
 Develop and deliver reports on Excel and Macro enabled task.
 Participate in simple and complex reports, change management or set up project
activities.
 Perform Quality checks on the reports as per the accuracy checklists.
 Perform entries of report deliveries and data analysis.
 Troubleshoot issues that are not apparent and would validate based on business
logic & in-depth investigations.
 Handling New Hire Team, giving process training and initial formalities for
introduce in the process.
F&A Process – Accounts Payable (Procure to Pay)
 Invoice Verification, Invoice Processing, Payment Proposal.
 Maintaining Vendor line item and invoicing accuracy
 Handling team for project and reporting activity
 Maintaining intercompany accounts
 AP Monthly report for various company codes and analysing
 Guiding team on Doubts and solving issues
 Process Innovative, improvements ideas and implementations.
 Handling calls with onshore on process and Parked volumes
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4. Past Work
experience
WNS GLOBAL SERVICES PVT. LTD., Mumbai.
Designation:- Customer Service Executive
Duration: 23rd
January,2008 – 27th
April, 2010
 Online Email process for the Utility Customer query of UK,Wales,Scotland.
 Complaint Resolutions to key clients
 Taking care of Refund and Dispute handling
WFM Executive
 Planning out daily target and rolling it out to team lead and managers
 Work with Human Resource, Recruiting, and Training to coordinate the hiring
and training of new employee
 Roistering, capacity planning and scheduling of FTEs for the process.
 Created multiple reports for our internal clients to ensure WFM data is displayed
in a way simple to understand by various audiences. Delivered reports with
+99% accuracy
 Automated weekly, monthly & daily dash board. This helped in increasing the
efficiency by 30%
 Real Time Monitoring (RTA)
 Coordinating with Clients for Support when required
 Handling Transport Management System (TMS), was responsible for pick up
and drop schedule for CSE
 Worked with IT and System team to ensure quick resolution in case of issue due
to system & IT
RELIANCE BPO LTD. Mumbai
Designation: - Customer Response Associate
Duration: 13 Sept. 2006 – 20th
January,2008
Job Description:
 Was a part of outbound collection department wherein I was responsible for
collection of payments. Collected 95% of payment at right first time
 Worked as Customer Support Leader of my group where I managed and resolved
escalation. Resolved issues in 3 working at the max.
 Was a member of Special Department known as “CARE” in the same process,
where in I was responsible for mentoring & increase the quality, productivity &
Communication Skills of the agents who were not good into quality &
productivity by barging their calls
 Making outgoing calls to customer for welcome.
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5. Achievement
 Providing solutions to customer complaints.
 Performing On Line MACD’s.
 Handling Billing Disputes and Plan Migration
 Activation, Deactivation of services & Plan Migration
 Appreciation from Clients on successful completion of Process migration from
Onshore
 Promoted as Flying squad for Managing Report Activity of the team of around 500+
 Promoted to group leader by Manager to look after a team of five.
 Awarded as Extra miler in taking extra initiatives apart from routine work
 Recognised as Care Champ in customer care project.
Professional
Qualification
 MBA (Finance) - passed with First Class from SIES College- Nerul, Navi
Mumbai, Year- 2010.
 Diploma in Computer Application.
 MS Office: Ms Word, Ms Excel, and Ms PowerPoint, SAP
 Internet and Email.
 Typing Speed – 30 W.P.M
Educational
Qualification
 B.Com- Passed with First Class from C.H.M COLLEGE –UNR, Year – 2006.
 H.S.C. - Passed with First Class from R.K.T COLLEGE-UNR, Year–2003.
 S.S.C. - Passed with First class from JASLOK HIGH SCHOOL, Year - 2001.
Personal Skills  A good Team Worker.
 Can Handle critical Situation with patience.
 Good Leadership Qualities.
 Passionate towards work, Desire to learn.
 Hardworking Fast learner, Patience.
 Project handling and demonstration with end user.
PERSONAL STREGNTH
 A strong sense of responsibility and Commitment towards Assignments.
 Implementing High level of Standards in working Procedures.
 Have Control Over Stress During More Workload.
Page 5 of 4

6.  Entrepreneurship Management
 Revenue Management, Stakeholder management, Process Management
Personal Detail
Name
Date of Birth
E-mail id
Nationality
Marital Status
Languages Known
Personal interests
Aim
Declaration
Place
Date
M. Manjunathan Muddaliar
14th
July, 1984
mmanjooo_martyr@yahoo.com
Indian
Married
English, Tamil, Hindi, Marathi
Learning (Acquiring knowledge), Reading Books, Attending Business Seminars,
Listening to music, Exploring different places (travelling), and Making friends.
Accuracy, Punctuality and Efficiency in work.
Innovative and Strong Desire to Grow in Professional Life.
I hereby declare that the above-mentioned information is true and correct according to
my belief.
MUMBAI
_ _-_ _ - 2016
Manjunathan Muddaliar.
Page 6 of 4

7.  Entrepreneurship Management
 Revenue Management, Stakeholder management, Process Management
Personal Detail
Name
Date of Birth
E-mail id
Nationality
Marital Status
Languages Known
Personal interests
Aim
Declaration
Place
Date
M. Manjunathan Muddaliar
14th
July, 1984
mmanjooo_martyr@yahoo.com
Indian
Married
English, Tamil, Hindi, Marathi
Learning (Acquiring knowledge), Reading Books, Attending Business Seminars,
Listening to music, Exploring different places (travelling), and Making friends.
Accuracy, Punctuality and Efficiency in work.
Innovative and Strong Desire to Grow in Professional Life.
I hereby declare that the above-mentioned information is true and correct according to
my belief.
MUMBAI
_ _-_ _ - 2016
Manjunathan Muddaliar.
Page 6 of 4