Neha Ahluwalia

• Delivered excellent service to more than 50 clients daily through proactive engagement and effective problem solving.
• Self-managed and organized fluctuating workloads in fast-paced work environments.
• Engaged in client education, digital enablement, and problem-solving on a daily basis.
• Took proactive ownership of resolving and preventing service delivery failures.
• Contributed to a collaborative team culture and achieved synergetic results by identifying and converting opportunities for client retention through rapport.
• Managed risks and ensured compliance with relevant processes and the Privacy Act.
• Efficiently completed daily financial transactions for application billing through secure portals and held a no-errors record.

• Engaged with clients to deliver outstanding service through relevant advice and referrals for orders and queries by email, phone and in-person on a daily basis.
• Proactively resolved problems and educated clients about service options, digital platforms, and partner agencies to promote and retain business from clients.
• Worked with various applications, including MS Suite to process client transactions.
• Processed and billed service transactions in a timely and confidential manner for various service partners, such as, Canada Post, DHL, UPS, and Walmart.
• Followed relevant organizational processes and routines while completing transactions and serving clients in both digital and physical environments.

• Provided strong and effective advice and assistance to clients with various enquiries.
• Built and maintained relationships with clients, partner agencies, and stakeholders.
• Accurately completed and responded to information requests under tight deadlines.
• Prioritized, coordinated, and escalated live command center jobs to functional teams under high-pressure, high-risk, and fast-paced environments.
• Ensured information security through compliance with organizational guidelines.
• Assessed and lead ongoing process and service delivery improvements.

• Assisted with enquiries and provided proactive advice and education to importers.
• Developed and maintained relationships with clients and relevant stakeholders to promote digital enablement and reduce information omissions from source.
• Accurately prepared import documentation and billed transactions on a daily basis.
• Contributed to reducing team workloads by taking proactive ownership of tasks.
• Managed client needs and ensured compliance with relevant legislation and processes.

• Provided first line response to telephone enquiries from customers and stakeholders.
• Conducted confident and resilient communication with difficult customers daily.
• Used sound judgement skills to validate, investigate and correct service failures.
• Managed relationships with functional teams, business partners, and external organizations to meet operational targets and plan survey collections.
• Applied relevant policies and legislation to protect client privacy and interests.