Laxmi Suma
Customs And Trade Advisor
London
Summary
Total experience of 8 plus years’ experience in Freight forwarding industry.Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Customs and Trade Advisor
Hinduja Global Solutions
London
03.2021 - Current
- Increased customer satisfaction by resolving issues.
- Participated in team-building activities to enhance working relationships.
- Developed team communications and information for meetings.
- Maintained excellent attendance record, consistently arriving to work on time.
- Exceeded goals through effective task prioritization and great work ethic.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours across night, weekend and holiday shifts.
- Resolved problems, improved operations and provided exceptional service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Customer Service Associate
First Source
London
09.2020 - 02.2021
- Developed and actualized customer service initiatives to decrease wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Offered basic technical support for clients on wide range of company products.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Informed customers about special promotions and provided detailed information for various products.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Delivered excellent customer service, resulting in consistent customer satisfaction rating.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Facilitated inter-departmental communication to effectively provide customer support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Senior Process Executive
Infosys technologies
Bangalore
03.2016 - 10.2018
- Determined change management needs and defined behaviors for effective program management.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
- Spearheaded organizational development efforts, incorporating macro-level business process enhancements.
- Led methodology development to outline basic process parameters for operations.
- Evaluated emerging technologies to identify opportunities, trends and best practices to strengthen business platform and development practices.
- Developed remediation plans for team to provide compliance attestation and reported common control procedures and effectiveness.
- Developed systematic methodology for communicating results to team and facilitating feedback and response.
- Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
- Provided strategic and operational recommendations for improvement across departments.
- Inputted and submitted client information to facilitate speedy processing of paperwork.
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Investigated basic issues and escalated more complicated concerns.
- Lead the Recruitment planning, short listing, Interviews and Hiring. for Industry verticals.
- Lead the Recruitment planning, short listing, Interviews and Hiring for Industry verticals.
Customer Service Executive
Freight Systems(I) Pvt.Ltd, Freight Links (I) Ltd, APL Logistics, Maersk, All Cargo Aspinwall(I)
Chennai&Bangalore
03.2001 - 09.2008
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Evaluated interactions between associates and customers to assess personnel performance.
- Described product and service details to customers to provide information on benefits and advantages.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collected and analyzed customer information to prepare product or service reports.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Processed customer adjustments to maintain financial accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Informed customers of upcoming promotions and deals to boost sales.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Education
Bachelor of Arts - Economics
Madras Christian College
Chennai,India 03.1996 - 03.1999
MBA - Masters in International Business
PSG Institute of Management
Coimbatore, India 04.1999 - 04.2001
Skills
Creative problem solving
Complaint resolution
Shipping procedures understanding
Coaching and mentoring
Improvement initiatives
Staff Management
Policies and procedures
Verbal and written communication
Recruitment strategies
Superb interpersonal skills
Timeline
Customs and Trade Advisor
Hinduja Global Solutions
03.2021 - Current
Customer Service Associate
First Source
09.2020 - 02.2021
Senior Process Executive
Infosys technologies
03.2016 - 10.2018
Customer Service Executive
Freight Systems(I) Pvt.Ltd, Freight Links (I) Ltd, APL Logistics, Maersk, All Cargo Aspinwall(I)
03.2001 - 09.2008
MBA - Masters in International Business
PSG Institute of Management
04.1999 - 04.2001
Bachelor of Arts - Economics
Madras Christian College
03.1996 - 03.1999