Headline

. Experienced Professional | Customer Success • Sales • Operations • Logistics | Skilled in CRM, Client Engagement & Process Optimization

Location

New Delhi

Work experience

Senior Customer Support Executive at DemandX, Apr 2024 - Present · 2 yrs 2 mos, On-site, Conduct detailed claimant screenings to assess eligibility for Social Security Disability and SSI benefits in the U.S. Maintain 100% accuracy and compliance in documentation, ensuring adherence to federal regulations. Coordinate with cross-functional U.S. operations teams to ensure smooth case handoffs and timely follow-ups. Utilize CRM tools and dashboards to track case statuses, update records, and monitor conversion metrics. Ensure data confidentiality and security while managing sensitive client information.

Sales Development Representative at Platton, Jun 2024 - Feb 2025 · 9 mos, Remote, Researched, identified, and prospected potential leads via LinkedIn, cold calls, email outreach, and social media, growing the pipeline by 30% within six months. Conducted initial outreach to prospective clients, introducing company offerings and setting up discovery meetings. Negotiated and offered competitive rates for Ocean, Air, and Inland trucking solutions in the U.S. market. Used Pipedrive CRM and cloud-based tools (Apollo.io, JcTran, WCA, Panjiva) to manage prospects, track sales activity, and improve efficiency. Coordinated with freight forwarders, manufacturers, and major shipping lines (MSC, Hapag-Lloyd, CMA-CGM, ONE) to provide cost-effective transport solutions. Assisted clients with customs clearance and duty estimates, providing value-added consultative support. Closed deals through consistent follow-ups using AI-powered emails, WhatsApp, and direct calls.

Logistics Coordinator at First Connect Worldwide LLC (INDIA), Apr 2024 - Jun 2024 · 3 mos

Client Servicing at Virtual Employee Pvt. Ltd., Apr 2021 - Apr 2024 · 3 yrs 1 mo, Noida, Uttar Pradesh, India, Delivered global customer support for WaveBL, a blockchain-based digital courier platform for trade documentation. Conducted client onboarding & daily training sessions (Zoom, MS Teams, Google Meet) for shippers, consignees, and trade partners. Managed customer accounts using Salesforce, Jenkins, and Slack, ensuring smooth onboarding and ongoing support. Supported leading global carriers (MSC, Hapag-Lloyd, ONE, ZIM, Hellmann, Leschaco) to adopt WaveBL’s digital solutions. Reduced client onboarding time by 20% through structured training and proactive support. Maintained a 95%+ customer satisfaction rate, strengthening client retention and engagement.

Customer Service Team Lead at GIGG Express Inc., Jan 2019 - Apr 2021 · 2 yrs 4 mos, New Delhi, Delhi, India, Managed Indian operations for one of Canada’s top logistics companies, leading a 30-member operations team. Oversaw end-to-end logistics, warehousing, transportation, and customer service functions for major accounts. Supported global clients including Vantec, DHL, XPO, Penske, GM, Toyota, Lear, ensuring smooth shipment handling and proactive updates. Improved on-time delivery by 15% by optimizing order cycles and streamlining operations. Trained and coached team members to enhance productivity, client service, and operational accuracy. Built strong client relationships, resolving escalations and maintaining high satisfaction scores.