Ameya Kapadne
Langley,BC
Summary
Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure.
Overview
5
5
years of professional experience
Work History
Sr. Executive - Customer Service
RTW Logistics INC.
08.2021 - 06.2023
- Export documentation (AES filing, B13 filing, shipping instructions, B/L preparation).
- Worked on re-export shipments i.e. one rejected by customs, FDA or abandoned by consignee. Coordinating with custom's officer or FDA officer and making sure the cargo hold is uplifted and it's okay to be re-exported.
- Proactively following up to get the cargo re-exported as soon as possible to minimize the additional cost to the shipment.
- Making new bookings per customer's request.
- Billing the charges for the shipment and services to customer and maintaining customer's account payment and balance statement.
- Disputing with customer or shipping lines and clarifying the transaction amount and details thus settling the accounts before the completion of the shipment.
- Setting up trucking services and accordingly coordinating with truckers until the cargo is loaded and the container is in-gated to the port/ rail ramp.
- Have a basic knowledge about the air export shipments.
- Transition of new process or a new software implementation in the business. Understanding the process or software and providing valuable feedback for its betterment.
- Training new employees, providing thorough knowledge about the shipping and logistics industry and about the working standard and culture of the company/ organization.
- Responsible to take ownership of and professionally support customer escalations in conjunction with sales and senior managers.
Team Lead - Customer Service
Sealink International INC.
03.2020 - 07.2021
- Export Booking ( New booking and booking changes as per customer's request).
- Leading a team of 25 members across 3 sub departments namely New Booking, Booking Changes and Booking Amendment.
- Escalation point for urgent customer queries and complaints.
- Maintaining the VIP client accounts and following up for any top priority requests.
- Maintaining records for customer's account and creating productivity reports on monthly basis.
- Transition of a department in the new office - recruiting, training and onboarding. Providing valuable feedbacks and ideas in management meetings which might help in smoothening the day to day business affairs leading towards the growth and development of the organization.
- Volunteered in developing an auto processing software for the company.
- Disputing with customer or shipping lines and clarifying the transaction amount and details thus maintaining customer's accounts before the completion of the shipment.
Sr. Associate - Customer Service
WNS Global Services Private
09.2018 - 03.2020
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Greeted customers and listened closely to problems described to determine solutions.
Education
MBA - International Business
Trinity Western University
Langley, BC05.2025
BBA - Accounting And Finance
Pioneer Institute Of Professional Studies
Indore, Madhya Pradesh06.2018
High School Diploma -
RYK College of Science
Nashik, Maharashtra06.2013
Skills
- Process Improvement
- High-Volume Environments
- Team Training
- Issue and Complaint Resolution
- Corporate standards
- Customer Information Databases
- Decision Making
- Communication
- Teamwork
- Strong Telephone Etiquette
- Providing Feedback
- Customer Service
Languages
English
Professional Working
Hindi
Native or Bilingual
Marathi
Native or Bilingual
Timeline
Sr. Executive - Customer Service
RTW Logistics INC.
08.2021 - 06.2023
Team Lead - Customer Service
Sealink International INC.
03.2020 - 07.2021
Sr. Associate - Customer Service
WNS Global Services Private
09.2018 - 03.2020
MBA - International Business
Trinity Western University
BBA - Accounting And Finance
Pioneer Institute Of Professional Studies
High School Diploma -
RYK College of Science
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