Sheetal Singh V

Export/Import and Customer Service Excellence: Specialized in export/import shipping processes, utilizing Salesforce
for case management. Provided exceptional customer service through various channels, resolving inquiries and
complaints promptly and empathetically.

Recognition and Awards: Received prestigious awards, including the STAR Award for success during the Cashew Season,
Extra Mile Award, Customer Excellence Award, and Customer Experience Award, showcasing dedication and outstanding
performance in customer service.

• Trained team members on new processes to ensure seamless adoption and maintain operational excellence.
• Implemented continuous improvement initiatives, resulting in reduced cycle times and improved quality metrics.
• Served as a subject matter expert on specific processes providing guidance and support to other team members when needed.
• Maintained strong relationships with internal customers ensuring their needs were met effectively balancing competing priorities and resource constraints.

• Delivered an exceptional customer experience by managing inbound and outbound calls on regular basis, assisting UK-based business clients with customs duties, VAT, and excise charges for DHL international shipments.
• Calculated and communicated import-related outcharges and taxes accurately, using both automated tools and manual calculations, ensuring compliance with UK customs regulations (HMRC) and providing timely updates to clients.
• Generated and processed key documentation for DHL consignments while ensuring all customs clearance documents were accurate and processed quickly, maintaining clear and professional communication via email and phone to address client inquiries, resolve issues related to shipment status, and explain duties or taxes, ultimately enhancing customer satisfaction.
• Acted as the primary point of contact for clients, ensuring high customer satisfaction by providing precise information on outstanding payments, duties, and shipment timelines, and facilitating smooth transactions.