Customer Service Experience
Resume:
CORE COMPETENCIES
WORK EXPERIENCE
Customer Experience Manager
Schneider National Inc
November 2021 – Current Texas, USA
Responsibilities and Key Attainments:
• Achieved significant revenue growth by implementing customer-centric strategies, resulting in a boost in profitability and customer satisfaction
• Demonstrated expertise in analyzing supply chain dynamics, leading to the identification and successful promotion of continuous improvement solutions that added substantial value to clients
• Spearheaded a high-performing customer service team, collaboration & ensuring the successful execution of strategic account plans
• Maintained unwavering accountability for optimizing the overall customer experience, focusing on service engagement, responsiveness, ease of transactions, and delivered value
• Directed and provided invaluable support in service enhancement, streamlined new business startups, and operational efficiency improvements, leading to increased customer loyalty and operational excellence
• Established and nurtured strong, long-lasting customer relationships through active engagement and personalized solutions, resulting in increased customer retention rates
• Implemented data-driven insights and performance metrics to continuously monitor and enhance customer service processes, resulting in improved service quality and efficiency
• Employed innovative customer feedback mechanisms and market research to drive informed decision-making and fine-tune customer-centric initiatives, ensuring a consistently superior customer experience Carrier Sales Executive
Schneider National Inc
April 2021 – November 2021 Wisconsin, USA
Responsibilities and Key Attainments:
• Established and nurtured robust relationships with carrier and customer stakeholders, fostering trust and loyalty within the network
• Sourced and verified billing data from third-party capacity providers, guaranteeing accurate invoicing procedures
• Ensured strict compliance with carrier regulations, verifying operating authority and insurance, while aligning carriers with freight requirements
Rohit Pandey
Customer Experience Manager
***********.***@*****.***
TX, United states
linkedin.com/in/rohit-pandey-994a45233 LinkedIn
Customer Experience Manager with over 9 years of experience driving profitable growth and exceptional customer experiences. Skilled at understanding complex supply chains and delivering continuous improvement solutions. Proficient in team leadership, strategic account planning, and maintaining strong customer relationships. Experienced in various industries, including transportation and hospitality, and equipped with a strong educational background in Business Management.
Operations Management Project Management Customer Service Office Administration Client Relationship
Management
Teamwork
Accounting
Business Development
Time Management
Risk Management Leadership
Managem
ent
Strategic Thinking Organizational skills Wrokforce Mentoring & Coaching Conflict Resolution
Planning & Implementation
• Contributed to the successful execution of the 2021 Annual FedEx Project by proactively liaising with carriers, ensuring timely updates, and maintaining load status accuracy
• Diligently resolved all load-related issues through methodical troubleshooting, demonstrating a commitment to logistics operations
• Sustained proactive communication channels, continuously monitoring load statuses to swiftly respond to any deviations General Manager
Quality Inn and Suites
July 2017 – April 2021 Wisconsin, USA
Responsibilities and Key Attainments:
• Streamlined hotel operations by overseeing all functions, adhering to the organizational chart, and maintaining strict compliance with established operating controls, policies, and service standards
• Ensure effective service recovery procedures, resolving customer complaints with precision and upholding the hotel's commitment to delivering unparalleled professional services
• Exemplified commitment to customer satisfaction by consistently ensuring the highest standards of service
• Vigilantly monitoring daily business reports, facilitating data-driven decision-making, and optimizing hotel performance
• Distinguished as the ultimate authority in key staff recruitment, employing discerning judgment to select top talent that aligns with the hotel's objectives and culture
• Overseeing and collaborating with department heads on a daily basis, fostering synergy and operational excellence
• Upheld stringent compliance with health and safety legislation and licensing requirements, guaranteeing the well-being of guests and staff while safeguarding the hotel's reputation and legal standing
• Supervised the recruitment process by selecting and onboarding top-tier hotel staff, adeptly managing all aspects of new hire paperwork, and contributing to the development of a high-performing team
• Stepped into a leadership role during morning meetings and HOD sessions, facilitating productive discussions and fostering a cohesive work environment, ensuring the hotel's smooth daily operations Assistant General Manager
Hotel Trident
Nov 2015 – Dec 2016 Mumbai, India
Responsibilities and Key Attainments:
• Streamlined check-in & check-out, optimizing efficiency, and enhancing guest satisfaction while adhering to company policies
• Diligently maintained comprehensive statistical and financial records, facilitating data-driven decision-making, and enabling the identification of cost-saving opportunities, resulting in a 10% reduction in operational expenses
• Orchestrated successful maintenance projects, events, and room bookings, ensuring seamless operations and guest experiences, leading to a 25% increase in event bookings and revenue
• Strategically promoted and marketed the business through targeted campaigns and partnerships, resulting in increase in occupancy rates and growth in revenue
EDUCATION
o Associate in Business Management and
Administration
o High School Diploma
Northeast Wisconsin Technical College, USA
2021
Dr. N. Y. Tasgaonkar Polytechnic, India
2015
SOFT SKILLS
o Problem Solving o Decision making o Empathic Communication o Emotions Management o Continuous Learning o Inter Personal skills COMPUTER SKILLS
o Advanced Level User of Microsoft Office Suite
o OTM (Oracle) and Other Wide Range of Computer Applications
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