Sonam Sonam

• Supervised dispatch operations and real-time logistics coordination across North America.
• Led a cross-functional team of 10, including dispatchers and customer support agents, optimizing delivery performance and reducing delays.
• Used Zendesk, Salesforce, and Onfleet for tracking service metrics and resolving escalations.
• Maintained SLA and CSAT targets through efficient routing, delivery scheduling, and operational adjustments.

Coordinated initiatives to enhance operational performance and customer experience.

• Led cross-departmental meetings, tracked project milestones, and ensured timely deliverables.
• Facilitated implementation of process improvements and supported system transitions.
• Worked closely with leadership on strategic planning and change management initiative.

Operation Specialist Feb 2021- Dec 2021

• Supported day-to-day operations by managing delivery logistics, order flow, and issue resolution.
• Analyzed performance metrics to identify service gaps and assisted in real-time escalations.
• Collaborated with cross-functional teams to streamline internal workflows and reduce order delays.

• Processed logistics and shipping documentation for e-commerce and LTL freight operations, supporting timely and accurate movement of goods.
• Generated and reviewed end-of-day statements and shipment summaries, ensuring records aligned with operational reports.
• Entered, verified, and updated shipment data across internal systems to ensure real-time tracking and inventory accuracy.

• Managed inventory levels by placing and receiving supply orders, ensuring product availability and cost control.
• Oversaw daily store operations, including staff scheduling, shift supervision, and customer service management.
• Conducted staff training, performance evaluations, and ongoing coaching to drive team efficiency and service quality.

• Delivered high-quality, customer-focused service in a fast-paced quick-service restaurant environment.
• Efficiently managed point-of-sale transactions, maintained accurate cash handling, and supported daily financial reconciliation.
• Assisted in maintaining food safety compliance, and inventory stocking during peak hours.