SHIVANI CHOPRA PAUL
Kolkata
Summary
Experienced in managing international client relationships, customer service, and grievance handling in the export and domestic sales domain. Skilled in coordinating with factories, shipping lines, and channel partners to ensure smooth order execution and timely deliveries. Adept at handling export documentation, resolving client issues, and maintaining strong PR with global stakeholders while ensuring compliance and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Senior Officer
Emami Paper Mills Limited
06.2018 - Current
- Act as the single point of contact for international clients, ensuring timely communication, updates, and assistance.
- Maintain strong professional relationships with channel partners, commission agents, and overseas buyers to enhance long-term collaboration.
- Ensure seamless coordination of export orders and address client needs proactively.
- Provide regular updates to clients on order status, shipping schedules, and documentation.
- Handle customer complaints and concerns with empathy and urgency to ensure satisfaction and retention.
- Investigate issues related to order fulfillment, shipping delays, and documentation discrepancies and provide swift resolutions.
- Coordinate internally with the sales, dispatch, factory, and logistics teams to ensure accurate and prompt service delivery.
- Keep records of grievances and the corresponding resolutions for continuous process improvement.
- Maintain transparent and professional communication with all stakeholders across geographies.
- Draft, review, and share official communication such as Proforma Invoices, rate quotations, and shipment-related correspondence with international partners.
- Represent the company in a professional manner in all external communications to uphold brand reputation.
- Assist in shipping documentation for both pre-shipment and post-shipment processes across multiple countries.
- Ensure timely submission of export documents to banks under LC terms, avoiding discrepancies and penalties.
- Coordinate with clearing agents, freight forwarders, and transporters to ensure efficient movement of goods.
- Regularly engage with channel partners for order updates, documentation support, and monthly commission processing.
- Address new enquiries and foster leads with prompt follow-up and professional handling.
- Ensure accurate reconciliation of partner accounts, commission disbursement, and advance payments.
- Provide timely reporting and updates to the Senior Vice President – Sales & Marketing.
- Support strategic sales initiatives, client engagement programs, and market expansion plans through data and feedback-driven inputs.
Customer Support Management
Envision Realty Management Pvt. Ltd.
05.2017 - 05.2018
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Meet personal/customer service team sales targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
Front Desk Executive
Gold's Gym
03.2014 - 05.2016
- Provide exceptional customer service experience to all members, non-members and users of the facility
- Enrolling new members and assisting current members with their queries
- Greeting members and users of the gym as they come through reception
- Checking in members and verifying memberships
- Registering prospective members and guiding them to the correct person
- Providing information on classes and availability
- Handling questions about cancellation of membership
Education
BBA - Retail Management
Manipal University
Jaipur, India04-2026
CBSE (12) -
Kalyani Public School
Barasat, India05-2009
CBSE(10) -
Sudhir Memorial Institute
Kolkata, India04-2007
Skills
- Strategic planning
- Report writing
- Team bonding
- Budget administration
Timeline
Senior Officer
Emami Paper Mills Limited
06.2018 - Current
Customer Support Management
Envision Realty Management Pvt. Ltd.
05.2017 - 05.2018
Front Desk Executive
Gold's Gym
03.2014 - 05.2016
BBA - Retail Management
Manipal University
CBSE (12) -
Kalyani Public School
CBSE(10) -
Sudhir Memorial Institute
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