Nithiyarubini Shunmugam
Ampang
Summary
Experienced Senior Analyst with a demonstrated history of working in the logistics and supply chain industry. Skilled in Customer Experience, SQL, Microsoft Excel, Customer Service, and Data Analysis. Strong operations professional with a BSc(Hons) Supply Chain Management focused in Logistics, Materials, and Supply Chain Management from The University of Bolton.
Overview
7
7
years of professional experience
Work History
Senior Commercial Analyst
AFS Logistics
11.2022 - Current
- Streamlined financial reporting processes for improved efficiency and accuracy in commercial decision-making.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
- Implemented strategic cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Mentored 2 junior analysts in analytical techniques and best practices to enhance team performance.
- Presented complex financial data in clear and concise formats, facilitating informed decision-making among senior leadership.
- Developed comprehensive budget forecasts with detailed analysis, enabling accurate resource allocation.
- Established strong relationships with key clients, securing long-term contracts and repeat business opportunities.
Senior Analyst, Logistics
Zalora Malaysia
09.2020 - 11.2022
- To manage extensive network of 3PLs across Malaysia including but not limited to : 3PL Lead time, Backlog & Breach, Reverse Logistics
- Directly Responsible for 3PL last mile delivery/returns performance for Malaysia market
- Responsible for maintaining and consistently improving delivery lead times and Customer Experience
- Accountable for the department unit economics, keeping tight control on cost by improving and standardizing processes and tools
- Explore and source new potential logistic partners to continuously improve service levels and cost metrics
- Manage and engage with 3PL contract negotiations
- Responsible for maintaining all day-to-day 3PL management processes
- Manage and lead a team to achieve pre-set goals and targets.
3PL Performance Senior Analyst, Transport
Lazada e-Logistics (LeL), Malaysia
04.2019 - 09.2020
- Monitor and analyze operational indicators including but not limited to : 3PL Lead time, Backlog & Breach, Reverse Logistics
- Prepare and Manage 3PL Performance Deck every quarterly for Quarterly Business Reviews
- Develop and maintain KPI Scorecards for all 3PLs that provides First Mile and Last Mile, pickup and delivery services
- Prepare and manage post-mortem decks after every major campaign for all 3PLs
- Provide daily report and analysis on Cost Per Parcel (CPP) comparisons
- Enhance existing dashboards and provide automation solutions to routine reporting
- Execute ad-hoc analysis when irregularities spotted in Backlog/Performance Report
- Build and alter SQL scripts for data extraction purposes
- Achievements: Build 3PL Performance Dashboard for the view of Regional and Local Transport Department
- Build Dim/Weight Dashboard for the view and usage of Local Finance Team
- Consolidated all Transport related reports into one file to ease report accessibility by users
- Executed truck planning for major EOY campaigns
- Additional Accomplishments: Conducted 2 In-house Virtual trainings on Time Management Topic during MCO
- Conduct Ice-breaking sessions for new joiners during on-boarding sessions
- Actively volunteer in organizing employee engagement activities with HR Team.
3PL Claims Senior Analyst, Transport
Lazada e-Logistics (LeL), Malaysia
04.2018 - 03.2019
- Implement and enhance claims process across ten 3PLs to standardize and improve the claims remittance and lead time
- Ensure 100% approved claims remittance by 3PL for Lost, Damaged and/or 'Breached SLA' parcels
- Directly liaise with 3PL Operations & Claims Team regarding to improve current processes and lead time for payment remittance
- Analyze claims data to identify the root cause of failed delivery parcels and escalate to the relevant departments
- Achievements: Initiate and implement Quarterly Claims Audit (QCA) with ALL the 3PLs as a new process in Stakeholder Management
- Write and run SQL scripts that are essential for Claims Data Management
- Structured Standard Operating Procedure (SOP) for overall claims processes
- Trained two newcomers on ALL claims related process.
Operations Analyst, Transport
Lazada e-Logistics (LeL), Malaysia
03.2017 - 04.2018
- Assist the Key Account Managers in analyzing and improving 3PL performance in various aspects to improve Customer Experience in shopping with Lazada
- Responsible for 3PL's data analysis & reporting and other administrative duties
- Generate, analyze and update 3PL related process/reports timely and accurately
- Ensure claim remittance against 3PL for Lost, Damaged or 'Exceed SLA' parcels
- Liaise with finance department to ensure closure of 3PL claims process
- Perform 3PL parcel status uploads into the internal system
- Liaison between customer service and 3PL on stop shipments
- Ensure 3PL response for CS tickets is done within agreed ETA on a daily basis
- Liaise with Customer Experience Team to continuously improve 3PL delivery performance
- Ad-hoc Support: Crosscheck parcel status against internal systems due to systems upgrade
- Provide customer details to ease transport operations as per 3PL request
- Analyze and perform system clearance when needed
- Attend to CS tickets on operations related issues
- Achievements: Streamline process between the Operations Team and CS Team with a structured Standard Operating Procedures (SOP)
- Train and supervise new recruits in the Operations Team on daily tasks and internal system utilization.
Customer Care Officer (CCO)
Sudong Sdn Bhd (subsidiary of Singapore Telecommunications Limited)
12.2016 - 03.2017
- Responsible for interfacing with customers, sales specialist to handle a variety of presales/post-sales service functions
- Responds to and /or provides assistance to external customers such as mobile order fulfilment processes, application assistance, product information and contract issues/administration
- Duties Include: Coordinate and process New Mobile Applications, SIM Activation, Line Transfer, Activation of Value Added Services (VASes), Re-contracting, etc
- Assist to billing query, resolve billing issues and perform billing adjustments if required
- Answer general customer service questions from Single Point of Contact (SPOC)/subscribers, explain multiple mobile product features, and where appropriate, transfer customer's request to other department to obtain specific information if required
- Document all actions provided to order taker via internal system
- Monitor and ensure daily Service Level Agreement (SLA) for ticket resolution within 4-hour/7-hour/9-hour is met.
Intern - Facilities Coordinator
Robert Bosch (M) Sdn. Bhd.
- In charge of canteen and vendor management activities which includes reporting and compliance
- Reported directly to the Head of Department
- Duties include: Prepare daily canteen and vendor activities report
- Do monthly inventory for the utensils used in the canteen
- Immediately report and call for solution if any problem or repair-work needed in the canteen
- Troubleshoot customer complaints
- Place an order for any purchase that is done for canteen usage through SAP
- Ensure proper work permit documentation for canteen staffs
- Ensure the hygiene and compliance to ISO 14001 at all times
- Conduct meetings with vendors to iron out issues and to introduce improvements
- Learned the procedure of procurement activity when the existing canteen caterer contract was due
- Besides all this, I also assisted facilities engineers to come up with Standard Operating Procedures (SOP) for certain activities in the department during the opening of the new canteen wing
- Represented Facilities Department in tMonthly EHS Audits
- Assisted department's admin in filing Delivery Orders and Invoices.
Education
Bachelor of Science - Bsc.(HONs) in Supply Chain Management
University of Bolton, UK
Bolton,UK09.2019
Diploma in Logistics And Supply Chain Management
Seberang Perai Polythecnic, Penang, Malaysia
06.2016
Skills
- Microsoft Office Tools
- SQL Scripting
- Forecast & Planning
- Workflow Optimization
- Performance Management
- Contract Management
- Vendor Relations
- Campaign Execution
- Staff Development
- Key Performance Indicators
- Data Management
Additional Information
Willing to Travel : YES
Possess own Transport : YES
Availability : 2 Months’ notice at current working location
Expected Salary : Negotiable
References
Shelly Ng
Contact No. : +6018-3137132
Position : Senior Commercial Analyst
Menaka T Veerachari
Contact No. : +6012-3941068
Position : Sr. Manager, Learning & Development
Timeline
Senior Commercial Analyst
AFS Logistics
11.2022 - Current
Senior Analyst, Logistics
Zalora Malaysia
09.2020 - 11.2022
3PL Performance Senior Analyst, Transport
Lazada e-Logistics (LeL), Malaysia
04.2019 - 09.2020
3PL Claims Senior Analyst, Transport
Lazada e-Logistics (LeL), Malaysia
04.2018 - 03.2019
Operations Analyst, Transport
Lazada e-Logistics (LeL), Malaysia
03.2017 - 04.2018
Customer Care Officer (CCO)
Sudong Sdn Bhd (subsidiary of Singapore Telecommunications Limited)
12.2016 - 03.2017
Intern - Facilities Coordinator
Robert Bosch (M) Sdn. Bhd.
Bachelor of Science - Bsc.(HONs) in Supply Chain Management
University of Bolton, UK
Diploma in Logistics And Supply Chain Management
Seberang Perai Polythecnic, Penang, Malaysia
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