Madhuri Thakur

• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Took ownership of customer issues and followed problems through to resolution.
• Negotiated contracts with outside carriers to minimize costs to company and customers.
• Kept accurate records to document customer service actions and discussions.
• Researched and corrected customer concerns to promote company loyalty.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Monitored customer service operations to assess agent performance and provide feedback.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Assisted with pricing questions, inventory availability and changes to existing order and shipping information.

• Built and cultivated long-term quality relationships with over 10 clients by addressing needs and providing superior customer service.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Coordinated with operation departments and vendors for timely delivery of shipments.
• Presented professional image consistent with company's brand values.
• Trained new employees on customer service, money handling and organizing strategies.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

Responsible for the overall management success and growth of top tier accounts like Cartus, BGRS, Weichert, Altair. Own the customer journey to ensure relationship building and revenue growth. Identify process improvements to ensure a positive customer experience. Align with leadership on company goals and initiatives.

• Proved successful working within tight deadlines and fast-paced atmosphere.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Used coordination and planning skills to achieve results according to schedule.
• Drove operational improvements which resulted in savings and improved profit margins.
• Exceeded goals through effective task prioritization and great work ethic.