Customer Service Lead with 4+ Years Experience

MADHAVI JUNAPUDI

Contact: 917-***-****

Email: *******.**@*****.***

Career Objective:

A self-motivated individual who is seeking a challenging role where I can leverage my 4 + years of customer service experience providing fast, accurate, and empathetic support to each and every customer. I want to excel in this field with hard work, perseverance, passion and dedication where I can use my soft skills, knowledge for organizational and personal growth.

Skills:

Self-Motivated with excellent time management

Creative & critical thinking

Fast learner & excellent management skills

Leadership

Motivation

Excellent Oral and written communication

Brilliant multi-tasking.

Difference maker & curious learner

Strong work ethics

Great teamwork skills

Excellent computer skills

Promulgate effectively and professionally

Great integrity

Discretion with confidentiality

Education:

Master of Technology in Electrical Power Systems.

Experience:

Worked in Pell Corporation as a customer service associate in Naperville, USA from Nov 2024-Aug 2025.

Worked in DHL as a customer service team lead & associate in Brampton, Canada from July 2021-April 2024.

Worked in FedEx as a customer service associate, Mississauga, Canada from Oct 2020 to July 2021

Worked in Amazon fulfilment centre, Mississauga from May 2020 to Oct 2020.

Experience gained:

Gained enough knowledge about the windows and doors.

Showing accountability to the customers.

Provided excellent customer service going above and beyond for the scheduling the appointments.

Mastered in doing TechSee to video call customers and took pictures of the parts that needs replacement.

Helped as many customers as possible with quality output.

Gained extensive experience to handle urgent and time sensitive shipments.

Interacting globally with different departments regarding the time sensitive shipments.

Helping the customers by going above and beyond for their shipments.

Experience to handle the critical business shipments with utmost importance.

Developed can do attitude, giving right information at the first place, using appropriate tools.

Increased network profitability with the business customers by opening new accounts

Handling irate customers effectively with service failures.

Working effectively with the internal applications.

Taking payments for express duty and tax shipments for the parcels &tracking the shipments.

Guiding the customers to use online tools for the shipment progress.

Alerting appropriate persons about payments. Creating a case or filling out a form to alert stations/ GTS of payments made.

Showing empathy to customers whenever needed.

Great in managing multiple screens in a timely manner.

Able to sit for longer hours with constant energy & enthusiasm.

Developed strong communication skills with excellent phone etiquette.

Provided professional and timely response to customer inquiries on shipment status, ensuring service failures are minimized where possible and the customer is kept informed of progress throughout.

Scheduled pick-ups for the shipments using internal applications.

Ensure all messages are being handled in a timely, efficient manner between call takers and dispatching.

Provide information on proof of delivery requests, payment receipts and shipment status inquire.

Gather and record the appropriate information required for the customer service team to ensure the timely completion of traces for each tracing inquiry.

Manage all customer complaint calls professionally and effectively to increase customer satisfaction.

Updating all required logs daily to track and trend data.

Conducted team meeting in the absence of supervisor.

Trained new employees and Conducted quizzes for them.

Areas of Expertise:

Microsoft Office (Word, Excel and PowerPoint)

Great listener and fast decision maker

Awards won:

Win various author awards.

MVP awards won couple of times.

Achieved highest quality with the calls.

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