Bhavin Navin Shah — CEO

I'm Bhavin! I am a dedicated and results-driven professional with over 25 years of rich experience in enhancing organizational performance through expertise in client solutions, exceptional customer service, credit control, operations management, business analysis, and MIS reporting. Currently, I'm embracing the role of National Manager to the Executive Director's Office in a forward-thinking organization, where I deploy my vast experience and knowledge towards boosting our financial health and operational efficiency. What Sets Me Apart? #Credit Control & Financial Management: Expert in managing credit processes, conducting thorough credit analyses, and maintaining the health of accounts receivables to support financial stability. #Client-Centric Solutions & CRM: Committed to delivering bespoke client solutions, efficient contract management, and fostering strong client relationships through top-tier customer service. #Account Management Excellence: Demonstrated success in Key Accounts Management (KAM) and Major Accounts Management (MAM), ensuring client satisfaction and loyalty. #Data-Driven Strategy & Process Improvement: Proficient in MIS reporting, strategic planning, and employing Six Sigma methodologies for insightful decision-making and enhancing operational processes. #Industry Expertise: Vast experience in the logistics sector, specializing in courier, cargo, logistics, freight, and cold chain solutions, driving efficiency and innovation. #Leadership & Soft Skills: A natural leader with exceptional communication, interpersonal skills, and analytical thinking, capable of thriving in diverse environments. #Tech Savvy: Skilled in various IT tools, including MS Office, G Suite, Salesforce, and Quickbooks, facilitating streamlined operations and effective management. I am deeply passionate about utilizing my comprehensive skill set to contribute to my organisation's and client's success. My dedication to excellence, continuous improvement, and client-first approach make me a valuable asset to any team looking to achieve remarkable results.

Stackforce AI infers this person is a seasoned logistics and financial management professional with a strong focus on client solutions.

Location: Mumbai, Maharashtra, India

Experience: 25 yrs 2 mos

Skills

Credit Control
Financial Management
Strategic Planning
Customer Experience
Business Intelligence

Career Highlights

Over 25 years of experience in logistics and credit control.
Expert in client-centric solutions and customer service.
Proven track record in strategic planning and process improvement.

Work Experience

V-Trans (India) Ltd

National Manager - Director's Office | Key Accounts (2 yrs 4 mos)

Corporate Manager - Customer Service (2 yrs 8 mos)

Executive Assistant (1 yr 5 mos)

V-Xpress (a division of V-Trans (India) Ltd.)

National Manager - CRM | OCC | Commercials (2 yrs 4 mos)

Corporate Manager - Claims (2 yrs 8 mos)

Manager - Helpline & CRM (1 yr 2 mos)

GATI-KWE

Zonal Customer Service Manager (1 yr 1 mo)

Pahal Car & Bus Rental LLP

Co-Founder | Designated Partner (8 yrs 5 mos)

DTDC Express Limited

Head - Client Support (1 yr 3 mos)

Manager - National Contracts (4 yrs 7 mos)

SDV International Logistics Limited

Dy. Manager Credit Control – Western India (1 yr 5 mos)

TNT

Team Leader Query - Western India (1 yr 2 mos)

Credit Control Executive (2 yrs 5 mos)

Special Service Executive (10 mos)

Customer Service Officer (2 yrs 9 mos)

Operation Assistant (5 mos)

Ground Service Assistant (3 yrs 1 mo)

Education

Senior Executive Development Program in Driving Growth – The CXO Program at XLRI - VIL Programs

PGDBA at Welingkar Institute of Management

B. Com at University of Mumbai

HSC at K. P. B. Hinduja College of Commerce

SSC at Sir Cowasjee Jehangir High School

Bhavin Navin Shah

CEO

Mumbai, Maharashtra, India25 yrs 2 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Over 25 years of experience in logistics and credit control.
Expert in client-centric solutions and customer service.
Proven track record in strategic planning and process improvement.

Stackforce AI infers this person is a seasoned logistics and financial management professional with a strong focus on client solutions.

Contact

Skills

Core Skills

Credit ControlFinancial ManagementStrategic PlanningCustomer ExperienceBusiness Intelligence

Other Skills

3PLAI ProductivityAccounts ReceivableAnalysisAnalytical SkillsArtificial Intelligence (AI)Artificial Intelligence for BusinessBudgetsBusiness AnalysisBusiness DevelopmentBusiness PlanningBusiness StrategyCRMCXOChange Management

About

Experience

V-trans (india) ltd

3 roles

National Manager - Director's Office | Key Accounts

Promoted

Nov 2023 – Present · 2 yrs 4 mos · On-site

Strategic Partner to the Executive Director, driving key organizational initiatives, business reviews, and cross-functional alignment across the V-Trans Group and its express division, V-Xpress.
Spearheaded the formulation of V-Xpress’s Annual Operating Plan (AOP), aligning strategic objectives with budget forecasts, market trends, and organizational priorities—supporting the executive leadership in revenue planning, cost optimization, and growth roadmaps.
Played a pivotal role in strategizing and drafting enterprise-wide policies, including customer escalation handling, commercial governance, performance reviews, and digitization priorities—ensuring consistency and clarity across the organisation.
Transformed the Customer Experience (CX) ecosystem by conceptualizing and executing digital-first initiatives including IVR Tracking & Calling, WhatsApp Chat Support, and Auto-MIS dashboards—elevating customer responsiveness and service visibility.
Led the ERP transition of the Transport Management System (TMS), enhancing operational transparency and enabling data-driven decision-making across nodes.
Implemented a strategic outsourcing model for CRM operations, optimizing manpower costs while sustaining service levels, agility, and customer intimacy.
Established the Business Intelligence (BI) function, designing actionable dashboards and insights engines that empowered the leadership to make timely, data-backed decisions.
Revamped the Claims Management vertical by deploying Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA), significantly reducing DEPS (Damages, Excess, Pilferages, and Shortages) and enhancing accountability.
Overhauled the Operations Control Centre (OCC) with structured audit and monitoring systems across:
o LPC (Loss & Prevention Cell)
o DMC (Docket Monitoring Cell)
o NMC (Network Monitoring Cell)
o UGC (Unclaimed Goods Cell)

Credit ControlFinancial ManagementCustomer ExperienceERPBusiness Intelligence

Corporate Manager - Customer Service

Promoted

Feb 2021 – Oct 2023 · 2 yrs 8 mos · On-site

Executive Assistant

Aug 2019 – Jan 2021 · 1 yr 5 mos · On-site

V-xpress (a division of v-trans (india) ltd.)

3 roles

National Manager - CRM | OCC | Commercials

Promoted

Nov 2023 – Present · 2 yrs 4 mos · On-site

Corporate Manager - Claims

Promoted

Feb 2021 – Oct 2023 · 2 yrs 8 mos · On-site

Manager - Helpline & CRM

Nov 2019 – Jan 2021 · 1 yr 2 mos · On-site

Gati-kwe

Zonal Customer Service Manager

Jul 2018 – Aug 2019 · 1 yr 1 mo · Mumbai, Maharashtra, India

# Handling escalations, Ensuring not more than 2 % to go beyond Head - Business Development level.
# Setting up of Customer Service concept at Express Distribution Centre's
# Coordinating for day to day issues for smooth functioning of Customer Service.
# Maintaining Complaint Resolution Rate & Complaint Resolution Index
# Training of Customer Services resources in the Zone.
# Give inputs in Quality process of customer service for further improvements
# Identify and drive execution of continuous improvement opportunities within supply chain operations based on results of operating and financial performance indicators.
# Prepare and establish the Supply Chain Toolbox to design and build the Value chain dashboard

Pahal car & bus rental llp

Co-Founder | Designated Partner

Oct 2017 – Present · 8 yrs 5 mos · Mumbai, Maharashtra, India · Hybrid

Dtdc express limited

2 roles

Head - Client Support

Apr 2017 – Jul 2018 · 1 yr 3 mos

# Leading the Client Support Team PAN India of +150 with 10 direct functional reportee
# Projecting the execution of Front-line & Back-line team in Client Support Team throughout the country
# Framing & implementing the KRA’s & KPI’s of Client Support Team
# Coordinating with Direct Party Operations Team for execution of agreed SOP’s & SOW’s with the customers
# Analyzing the key service failures of direct party customers and suggesting the corrective and preventive measures to overcome it
# Liaising for PAN India Roll out & executing National Contracts signed across the country
# Engaging in declaring Dynamic Fuel Surcharge for Domestic Express of Air as well as Surface mode on monthly basis
# Support Collection Team for query resolution related to SLA’s of National Contracts & Major Direct Party Customers
# Outlining the Operational, Billing & Collection SOP’s and Sales Agreement / Contracts in consultation with required stakeholders

Manager - National Contracts

Aug 2012 – Mar 2017 · 4 yrs 7 mos

# Pan India Roll out of National Contracts signed across the country
# Be an escalation for PAN India reverse pickups
# Flash the Dynamic Fuel Surcharge for Domestic Express
# Lead the outbound KAT – Key Accounts Team (20 executives) for West Zone1 (Mumbai)
# Support Collection Team for National Contracts & West Zone1 (Mumbai) Customers
# Upgrade customer to premium products
# Map customer with nearest branch or channel partners for service
# Define Operational, Billing & Collection Standard Operating Procedures (SOP’s)

Sdv international logistics limited

Dy. Manager Credit Control – Western India

Feb 2011 – Jul 2012 · 1 yr 5 mos · Mumbai Area, India

# Prepare daily, weekly & monthly MIS on Collections, Debtor Status, Credit notes, Complaints and submitting them to the top management for effective decision making
# Analyzing credit and recommending, terminating credit limits
# Compiling and maintaining all customer related information
# Check with internal & external customers on transaction which are in arrears

Tnt

6 roles

Team Leader Query - Western India

Apr 2010 – Jun 2011 · 1 yr 2 mos · Mumbai Area, India

# Guiding team of 55 credit controllers comprising a ledger of 35crores spreading 5 states for query management
# Registering all customer queries / complaints in the SAP module, MIS and resolving them as per escalation matrix. Preparing periodic MIS reports and submitting them to the upper management for effective decision making
# Visit various branches for training in effective resolutions of customers query and SAP module for effective call cycle & query management
# Perform Invoice Corrections and issue credit notes to customers
# Check SOP’s of Major accounts

Credit Control Executive

Nov 2007 – Apr 2010 · 2 yrs 5 mos · Mumbai Area, India

# Structuring credit transactions innovatively and utilizing various financing options to ensure that customer needs are met consistently with risk management philosophy / principles
# Analyzing credit policy feasibility in view of revenue generated and profits, accordingly initiating recovery processes. Recommending incrementing, decrementing, terminating credit limits in view of credit history
# Compiling and maintaining all customer related information in the Sap module customer database in an accurate and complete manner as per data quality standards

Special Service Executive

Jan 2007 – Nov 2007 · 10 mos · Mumbai Area, India

# Devised and implemented “Tailor Made Services” targeting key clients with the aim of generating cream revenue and thereby, augmenting profitability scores of the business
# Tracked the commercial (freight), clinical express & special express consignments to ensure their smooth transportation and delivery worldwide
# Determined transportation, custom and other such rates/ charges for each courier types and quoted best possible prices to the customers thereby, ensuring business repeats
# Coordinated with destination / origin countries airline operation staff to negotiate least possible transit time for clinical express & special express consignments as per customer needs

Customer Service Officer

Mar 2004 – Dec 2006 · 2 yrs 9 mos · Mumbai Area, India

# Identified customer needs, accordingly planned and implemented turnkey marketing/ customer service strategies for se to consistently chart a rising business curve for all company services
# Kept the customers updated on company services, attended to their queries and complaints to ensure customer satisfaction, business loyalty and increase client base
# Liaised with customers to ascertain effective collection, transportation and invoicing for services provided as well as to follow up in case of any service failure
# Regularly updated the customer database for future references whilst ensuring all the data captured are accurate/ complete and in compliance with set standards

Operation Assistant

Promoted

Sep 2003 – Feb 2004 · 5 mos · Mumbai Area, India

# Successfully bagged, sorted and coded international consignments as per destinations, accordingly sent e-mails/ alerts to the respective airport depots for dispatching the courier bags
# Maintained master airway bill stock, prepared receipts for all custom duties and octroi charges paid by the company as well as submitted the receipts to account department for maintaining a record of the same
# Assisted the supervisor in solving problematic, freight & mail consignments in coordination with the respective departments

Ground Service Assistant

Jul 2000 – Aug 2003 · 3 yrs 1 mo · Mumbai Area, India

# Handled the pick-up and deliveries of international shipments for express, freight and mail items as well as collected custom duties from respective customers for the same
# Distributed monthly bills to the credit customers as well as oversaw the timely collection of payments from them
# Assisted the supervisor in generating periodic reports for the management as well as managed the branch activities in his absence