Nisha Chand has over 15 years of experience in customer service for transportation of complex shipments, including pharmaceuticals and biological samples. She ensures client retention through building relationships and resolving concerns. As Domestic Customer Service Lead Agent for World Courier, Inc., she supervises critical shipments, oversees key accounts, and resolves issues. Previously, she held roles in human resources and retail management. Nisha has strong skills in Microsoft Office, project management, and shipping compliance regulations. She aims to improve professional relationships through empathetic and collaborative teamwork.

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