1. Nisha Chand
nchand@msn.com
Key Strengths
 Over 15 years of progressive experience in customer service requests for transportation of highly complex shipments
requiring timely delivery.
 Expertise in domestic shipping of temperature-controlled pharmaceuticals, biological samples, dangerous goods, select
agents or toxins, life-saving medication, AOG parts, and laboratory mice.
 Ensure client retention by building rapport with customers and empathizing with them and resolving their concerns.
 Provide analytical and guided support to customers, colleagues, and business developers.
 Efficient in learning new skills effectively and mastering skills independently.
 Empathetic and optimistic approach toward improving professional relationship and building a cooperative, collaborative,
and teamwork environment.
Experience
Domestic Customer Service Lead Agent
World Courier, Inc., an AmerisourceBergen Company, New Hyde Park, NY July 2005-Present
 Monitor employee shifts locally and remotely, exercise initiative and independent judgment, and delegate responsibilities
utilizing the best attributes of my colleagues.
 Ensure calls in the queue are answered, monitor and address emails from customers, business developers, management, and
overseas offices, resolve internal inquires.
 Review and oversee accuracy of orders, price quotes, and documentation required for shipment transportation.
 Supervise critical, time-sensitive, temperature-controlled, and life-saving shipments, and oversee key accounts.
 Resolve discrepancies, enlist the assistance of agents and airline resolution teams to locate mishandled or lost shipments,
and escalate unresolved issues with airline account executives.
 Ensure that necessary actions are taken to resolve customers’ problems and refer unresolved customer grievances to business
developers, designated departments, and management for further investigation.
 Comply with air and ground transportation regulations, company policies, and maintain smooth shipment logistics.
 Developed MS Excel based time calculators that help determine mishandled shipment delays and product lifespans.
 Proficient with company specific programs: WorldStar, BioStar, OpStar, Optiview, and OAG.
Human Resource Assistant
Provident Mutual Life Insurance, New York, NY June 2001-February 2002
 Managed the HR portal of employee shift schedule, payroll, and absences; approved or declined vacation requests.
 Assisted the Regional Vice President with letters, and inquiries to customers, and maintaining compliance.
Assistant Manager
Verma Gift Shop, Jackson Heights, NY June 1997-September 2000
 Managed customer accounts, cash register, merchandise display, and created ads and published brochures.
 Conducted business travel to source new inventory and upkeep, managed accounts with wholesalers,
 Resolved customers’ grievances by exchanging purchases, refunding money, adjusting bills, or giving store discounts.
Education
Bachelor of Science in Business at Adelphi University, Garden City, NY January 2013-June 2018
Honors: Deans list (GPA 4.0)
Associations: Secretary, Ballroom Club; Member, Math and Science Club, and the Marketing Association.
Business Administrative Diploma at Drake Business Schools, Astoria, NY September 2000-June 2001
Honors: Valedictorian, Dean’s list (GPA 4.0), and Attendance Awards.
Skills & Certifications
Microsoft: Word, Excel, and PowerPoint Languages: Fluent in Hindi, Punjabi, and understand Urdu
Creativity: Prezi, Adobe Pro, and WordPress Certificates: TSA and IATA Non-Radioactive Dangerous Goods Regulations