BABITA PATEL
Brampton,Canada
Summary
Dynamic customer service leader with over 14 years of experience in driving operational efficiency and achieving organizational goals. Proven track record of enhancing customer satisfaction through streamlined service processes and effective team management. Highly adaptable to evolving needs, with strong skills in conflict resolution and staff training. Dedicated and reliable professional eager to embrace new challenges while consistently meeting and exceeding team objectives.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
XPO Logistics
06.2019 - 06.2025
- Conducted cross training and trained team members to promote productivity, accuracy and commitment to friendly customer service.
- Actively supported and coached CSRs through day to day work and finding solutions to recurring customer concerns, improving overall service.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Reviewed daily reports for efficiency and submitted regular audit reports for all admin related tasks for compliance
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Increased Revenues and exceeded goal by ensuring all additional charges were included on Invoices promptly to ensure customer receives accurate and complete invoice
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Resolved account issues timely and maintained strong relationships with clients to maintain loyalty and satisfaction.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Standardized office structures and processes to promote collaboration and increased performance.
- Monitored metrics and developed actionable insights to improve efficiency and performance and to adhere to audit requirements
- Assisting in Operations/Management and ensuring communication between operations and CSRs for improved operations and customer service
- Assisting other Canadians locations in implementing processes, training and reduced manpower, trained nearly all Canadian centres on Coupa (new invoice processing system implemented)
- Reviewed and ordered office supplies through Coupa procurement system and Hazmat placards
Customer Service Representative
XPO Logistics/Conway Freight
10.2010 - 06.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Investigated and resolved customer inquiries and complaints swiftly.
- Answered telephone calls timely and providing prompt replies to emails.
- Verified and processed and received invoices through Coupa system for payment
- Increased efficiency and team productivity by promoting operational best practices.
- Working with Customs Team, custom broker and CBSA on clearing cross border shipments.
- Reviewing cross border paperwork for completeness to move shipments cross border
- Processing overages, shortages and damages (OS&D)
Accountant
Intrust Ltd/Levy Gee
07.1997 - 03.2010
- Gathered financial information, prepared documents, and closed books.
- Documented cash, credit, fixed assets, accrued expenses and line of credit transactions.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and cash and banking reconciliations.
- Reconciled accounts and reviewed expense data, net worth and assets.
- Evaluated and improved accuracy and completeness of financial records.
- Helped clients navigate interactions with tax authorities and legal concerns related to financial matters.
- Completed and filed monthly and quarterly returns with tax departments at local, state and federal levels.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
Education
Bachelor of Arts - Accounting
London Metropolitan University
London, UKSkills
- Effective team management
- Team building and leadership
- Delivering exceptional customer service
- Driving continuous improvement initiatives
- Strong organizational skills
- Conflict resolution management
- Support for sales teams
- Effective problem resolution
Accomplishments
- Employee Excellence 2025 Q1 Award
- Employee Excellence 2022 Q1 Award
- Results Matter Award 2019 Q3
Certification
ACCA (Association of Chartered Certified Accountants)
Timeline
Customer Service Supervisor
XPO Logistics
06.2019 - 06.2025
Customer Service Representative
XPO Logistics/Conway Freight
10.2010 - 06.2019
Accountant
Intrust Ltd/Levy Gee
07.1997 - 03.2010
Bachelor of Arts - Accounting
London Metropolitan University
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