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
undefinedTimeline
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
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