Company: DHL Express
Company Description: DHL is the world’s leading logistics company. Our 600,000 people in over 220 countries and territories work every day to help you cross borders, reach new markets and grow your business. DHL Group is home to two strong brands: DHL and Deutsche Post. Our international service portfolio includes mail and parcel, express, freight transport, supply chain management, and e-commerce logistics solutions.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - All Other Industries
 Nomination Title: Jayashree Anand
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 197 words used.
Jayashree Anand is a highly skilled professional in the field of Customer Service with 28 years of experience at DHL Express. She holds a Bachelor's degree in Computer Science and is a Certified International Manager. She is responsible for leading a team of 24 members in the back office.
Jayashree Anand, as the Customer Care Supervisor, has consistently exceeded all KPI targets, Since 2010 showcasing her instrumental role in her team's success. Her exceptional performance has earned her 5 nominations for the Employee of the Year awards. In both 2002 and 2005, she received the Customer Service Employee award, and in 2012, she was honored with the Outstanding Achiever award. Jayashree has also been recognized with 2 regional awards for her Continuous Improvement initiatives, which have significantly enhanced efficiency and quality. She also was recognized with MENA energizer award for the exceptional unwavering performance.
Furthermore, Jayashree was selected from the MENA region to participate in the esteemed CIM supervisory program and successfully completed it. Her exceptional leadership and management skills have made her a pivotal figure in her team's accomplishments over the past decade. Her ability to embrace challenges and consistently deliver results is her greatest strength.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
As a Customer Service Supervisor in the back office function, some notable achievements of Jayashree Anand are:
Implementing process improvements: Successfully identifying and implementing process improvements that enhance the efficiency and effectiveness of customer service operations. This involves streamlining workflows, automating tasks, or implementing new technologies. This Approach enabled Jayashree to achieve productivity and showing reduction of tasks that freed up task of 1.5 full time employee.
Leading a high-performing team: Building and leading a high-performing team of customer service representatives in the back office. This includes providing guidance, support, and training to team members, fostering a positive work environment, and ensuring that team goals and targets are consistently met or exceeded. Demonstrating exceptional problem-solving skills by effectively resolving complex customer issues or escalations. This involves handling challenging customer situations and ensuring customer satisfaction.
Meeting or exceeding KPI targets: Consistently achieving or surpassing key performance indicators (KPIs) related to customer satisfaction, response times, resolution rates, and other relevant metrics. This demonstrates effective management and the ability to drive results.
- YTD Overall Quality Score 97.31 %
- Ensuring On time responses for the activities received by the different parts of DHL Network is at 99.84%
- 90.61% of Customer Issues was Resolution within 3 days
- 98.89% of customers received call backs as promised.
Improved efficiency through below projects
- Reduction of Service desk emails by 23% with saving tasks that freed up 0.5 Full time employee
- Managed 20% of increase in workload without adding additional resources.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 245 words used.
Achievements of Jayashree Anand is significant because it demonstrates the supervisor's ability to identify inefficiencies and implement changes that lead to increased productivity, cost savings, and improved customer service. It showcases the analytical skills, problem-solving abilities, and dedication to continuous improvement. Building and leading a high-performing team is unique and significant as Jayashree has been successful in displaying exceptional leadership skills and was able to motivate and empower her team members. With her determination she was able to get the team to be a high-performing. This eventually resulted in improved customer satisfaction, increased employee morale, and better overall outcomes for the organization. Jayashree Anand has excelled in fostering collaboration and synergy across different departments. By bridging the gap between her team members and operations, facilitated seamless communication, knowledge sharing, and problem-solving. Jayashree Anand through data analysis, customer feedback analysis, and process optimization, identified areas for improvement and implemented proactive measures to enhance service delivery.
The achievements of Jayashree Anand are truly unique and significant, as she has successfully transformed the back office operations into a strategic asset for the organization. Through the relentless pursuit of excellence, she has streamlined processes, fostered a customer-centric culture, ensured quality assurance, enhanced collaboration, and driven continuous improvement. These accomplishments have not only elevated the customer service experience but have also positioned the organization as a leader in the industry. As a leader her achievements stand as a testament to the unwavering dedication, innovation, and commitment to delivering exceptional service.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 231 words used.
Over the past two years, Jayashree faced an incredibly challenging phase as her mother battled cancer. Despite the emotional and physical toll this took on her, she demonstrated exceptional strength and resilience. Jayashree not only took on the responsibility of caring for her mother but also ensured that her work did not become a low priority.
Balancing her personal and professional life became a juggling act for Jayashree. It was important for Jayashree to be close to her mother to be able to take care of her needs, treatment and most importantly providing emotional support. At the same time, she managed to fulfill her work obligations by meticulously organizing her schedule and making the most of every available moment. The team witnessed her ability to compartmentalize her emotions, putting on a brave face at work while dealing with the emotional turmoil of her mother's illness. Her strong work ethic and determination were evident in the high quality of her work, even during such a difficult time in her life. Jayashree's ability to navigate through this difficult phase with grace and strength serves as an inspiration to all those around her. Her unwavering commitment to both her family and her work demonstrates her resilience, dedication, and the incredible capacity to prioritize and manage multiple responsibilities.
Attached - Employee of year winning certification, Continuous improvement award, Internal Appreciations from team members. Energizer awards
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