SONIA
Chandigarh
Summary
Dynamic and customer-centric professional with over 16+ years of experience across Operations, Customer Service, Issue Resolution, Process Optimization, Training, and Team Leadership. Known for a sharp analytical mindset and the ability to diagnose complex problems, document technical bugs with precision, and deliver clarity in high-pressure environments. , writing clear, accurate, and customer-focused responses to diverse queries, crafting precise and helpful resolutions tailored to customer needs. Adept at balancing empathy with technical insight, driving continuous improvement, and working independently with strong ownership and time management.
Overview
18
18
years of professional experience
Work History
Dispatch and Billing
Brotherhood logistics LLC
Indiana
01.2024 - Current
- Streamlined dispatch processes to boosting efficiency .
- Reduced billing errors by 25%, enhancing customer satisfaction.
- Managed high-volume dispatch operations with utmost accuracy.
- Utilized data analytics to optimize route planning and costs.
- Enhanced customer communication, leading to increase in retention.
- Achieved timely invoicing, improving cash flow .
Freelance English Trainer
Class Central App
01.2023 - Current
- Working as a Freelance English Trainer for global students.
- Boosted client confidence in speaking and writing English.
- Facilitated group sessions that fostered collaboration and learning.
- Helped clients secure job promotions through improved language skills.
Team Manager
Trusted Route King Logistics
06.2022 - 11.2022
- Managing organizational sales by developing and business plan that covers sales, revenue, and expense controls.
- Meeting planned sales goals.
- Providing Training on Drayage, OTR, & Air Fright.
- Overseeing the activities and performance of the sales Team.
- Promoting the organization and work culture.
Freight Broker
Computer System West Pvt Ltd.
02.2019 - 04.2022
- Generating leads and attracting new prospects and developing a sales pipeline.
- Identifying and selecting reputable and safe carriers for freight services.
- Collaborating with shippers, carriers and dispatchers to manage scheduled collections and drop-offs.
- Maintaining current knowledge of market trends in the transportation marketplace.
Process Advisor
One Business Consulting Group Pvt. Ltd. (International BPO)
05.2014 - 12.2018
- Received incoming calls, emails tickets and chats related to transactions, merchant accounts, billing and refunds.
- Provided resolution for the queries and escalated if required.
- Provided guidance for the new merchant accounts.
- Made sure that all the emails are responded to within 24 hours TAT.
- Helped Operations Manager to monitor agents to evaluate accuracy of content and legislative requirements.
- Assured all the policies and procedures were communicated, implemented and administered consistently.
- Took care of major responsibilities, such as re-designing the training process, handling the clients, sending the daily reports and taking care of the shipments etc.
Resolution Expert
Dell International Pvt. Ltd
05.2012 - 02.2014
- Provided inbound customer support and after sales customer service.
Process Advisor
Barclays Pvt Ltd
12.2010 - 02.2012
- Customer queries, Call Audit and escalations over the chat, emails and calls.
Sales Coach/Sr. CCO
Convergys Services Pvt. Ltd
11.2007 - 11.2010
- Support and up-selling for Citibank US customers over the phone.
Education
Graduation - Chemistry Hons
IEC University
HP01.2018
Skills
- Microsoft Excel
- Microsoft Outlook
- Microsoft Word
- Team Management
- Training New Employees
- Telephonic Etiquette
- Customer Service
- USA Logistics Brokerage & Dispatch
- Communication and Team handling
- Sales strategy development
Accomplishments
- Got appreciations from Client for achieving 100% quality.
- Selected as SOM (Star of the Month) for the month for my Excellent Performance in the process.
- Won several accolades and rewards (Quest for Quality and Ace of Pace) for being the best in quality and being within the defined SLA in completing my work.
Hobbies and Interests
- Travelling and exploring new places
- Cooking
Languages
- Hindi
- English
- Hindi
Timeline
Dispatch and Billing
Brotherhood logistics LLC
01.2024 - Current
Freelance English Trainer
Class Central App
01.2023 - Current
Team Manager
Trusted Route King Logistics
06.2022 - 11.2022
Freight Broker
Computer System West Pvt Ltd.
02.2019 - 04.2022
Process Advisor
One Business Consulting Group Pvt. Ltd. (International BPO)
05.2014 - 12.2018
Resolution Expert
Dell International Pvt. Ltd
05.2012 - 02.2014
Process Advisor
Barclays Pvt Ltd
12.2010 - 02.2012
Sales Coach/Sr. CCO
Convergys Services Pvt. Ltd
11.2007 - 11.2010
Graduation - Chemistry Hons
IEC University