LAVINA SAINI
Upper Hutt
Summary
Detail-oriented and customer-focused professional with 5+ years of experience in customer service, compliance support, and team leadership across government and logistics sectors. Proven ability to resolve complex customer issues, ensure regulatory adherence, and manage stakeholder relationships. Adept at handling financial data. Strong communicator with a track record of supporting compliance standards while delivering exceptional service.
Overview
8
8
years of professional experience
4031
4031
years of post-secondary education
Work History
Customer Service Officer
Inland Revenue
Wellington
08.2023 - 03.2026
- Managed sensitive customer interactions while ensuring full compliance with IRD policies and New Zealand tax laws.
- Resolved tax-related inquiries and collections with empathy and accuracy.
- Handled disputes involving overdue debts and recovery actions.
- Maintained up-to-date knowledge of evolving regulations to educate customers and support informed decision-making.
- Contributed to internal compliance reviews by ensuring process documentation was accurate and complete.
- Handled escalated customer complaints and disputes in a professional manner.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Team Leader
American Logistics Group
New York
10.2022 - 04.2023
- Lead a team, support staff, oversee performance monitoring, Process training, and quality assurance.
- Developed and enforced SOPs aligned with organizational policies and client requirement standards.
- Collaborated with cross-functional departments to ensure timely response escalations.
- Played an integral role in recruitment, onboarding, and mentoring team members.
Logistics Coordinator
American Logistics Group
New York
05.2021 - 10.2022
- Maintained compliance in documentation and cargo movement tracking, aligned with US logistics regulations.
- Negotiated vendor contracts while ensuring regulatory requirements were upheld.
- Investigated and resolved customer complaints related to shipment, billing, and service issues.
Customer Support Advisor
Eclerx
Chandigarh
04.2018 - 05.2019
- Responded to high-volume customer inquiries with accuracy and followed by company policies.
- Updated and verified customer account data to ensure integrity with data protection guidelines.
- Resolved complaints efficiently and escalated serious matters to compliance lead as needed.
Education
Bachelor of Engineering - Electrical, Electronics & Communications
Kurukshetra University
IndiaHigher Secondary Certificate -
Nishi Memorial Sen Sec School
IndiaSkills
- Digital Literacy
- Customer Advisory
- Change Management
- Data Analytics and Insights
- Information and knowledge management
- Quality Decision Making
- Conflict resolution
- Quality assurance
- Escalation management
- Documentation and reporting
- CRM software
- Database management
Additional Information
Bring a positive, adaptable attitude to every task, with a focus on teamwork, learning quickly, and finding practical solutions to challenges.
Timeline
Customer Service Officer
Inland Revenue
08.2023 - 03.2026
Team Leader
American Logistics Group
10.2022 - 04.2023
Logistics Coordinator
American Logistics Group
05.2021 - 10.2022
Customer Support Advisor
Eclerx
04.2018 - 05.2019
Bachelor of Engineering - Electrical, Electronics & Communications
Kurukshetra University
Higher Secondary Certificate -
Nishi Memorial Sen Sec School