Monika Rana

· Responsible for handling global accounts ensuring completion of defined processes and procedures to deadline, ensuring accuracy and compliance with relevant internal and external standards.
· Increased client retention by providing superior customer service. Increased client retention by providing superior customer service. Spearheaded initiatives aimed at reducing average call handling time while maintaining high-quality service standards.
· Managed a high volume for key clients as SPOC simultaneously, prioritizing tasks and deadlines effectively to maintain a smooth and streamlined clearance process.
· Met customer call guidelines for service levels, handle time and productivity.
· Reduced customer complaints with proactive issue identification and swift resolution.
· Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
· Followed through on all critical inter-departmental escalations to increase customer retention rates. Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
· Supporting team members and other departments during process changes including participating in the development of appropriate job aids, procedures & on-the-job training materials. Delivering required training in accordance with defined standards.
· Provided expert guidance and mentorship to junior clearance administrators, assisting in their professional development while ensuring the accuracy and integrity of clearance records.
· Coordinated with government agencies, clients, and employees to facilitate the clearance process and resolve any issues or concerns.

· Handled Admin related activities such as flight segregation for inbound shipments, maintaining customer profile data, filing customs bill of entries, preparing tax invoice etc.

· Played an integral role in the successful launch of a major project (PCC) by coordinating pre-launch preparations such as staff training and customer education materials.

· Analysis of Import Export Code, MIS data & prepared different reports for management decisions.

· Sending intimation emails & letters to companies for required paper work for clearing consignments from Mumbai Customs.

· Issuing Delivery Orders (DO) to Customs House Agents (CHA) maintaining daily cash collection report.

· Preparing advance duty checklist for Regular Bill Of Entry.

· Preparing Delivery Duty Receipts and N- Form/Undertaking.

• Generated reports to suggest corrective actions and process improvements.
• Targeted new customers to grow geographic reach and increase revenue.

· Greeted customers entering store and responded promptly to customer needs.

· Contributed to store success by maintaining high standards of cleanliness throughout the facility while managing multiple tasks in high-volume environment.

· Mentored new employees on cashier duties and best practices, improving overall staff performance.

· Accurately handled cash transactions and maintained balanced cash drawer at the end of each shift.

· Prepared DSR and Attendance sheet on Daily basis.

· Collaborated with team members to achieve sales targets and maintained a clean organized workspace, ensuring compliance with health and safety regulations.

· Rotated stock regularly for freshness, preventing spoilage or waste due to expired products. Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.