SUSHMITA SHRESTHA
Fremont,USA
Summary
Motivated business student with hands-on experience in operations coordination, customer experience, and process optimization. Strong problem-solving and leadership skills, developed through professional experience in logistics and service management. Currently pursuing a BBA at San Francisco Bay University with a full scholarship
Overview
1
1
year of professional experience
Work History
Operations & Customer Experience Associate
WL Delivery Nepal Pvt Ltd.
12.2021 - 12.2022
- Managed order processing and coordinated with delivery teams, ensuring efficient fulfillment of 100+ daily customer orders
- Communicated with customers to address concerns, resolve complaints, and process refunds, improving service efficiency by 15%
- Maintained CRM records and generated weekly reports to track performance and identify operational inefficiencies
- Analyzed customer feedback and collaborated with the tech team to suggest UX improvements for the WL mobile app, leading to a 5% increase in customer retention
- Optimized response times and issue-resolution processes, contributing to a 95% customer satisfaction rate
Operations & Customer Experience Intern
WL Delivery Nepal Pvt Ltd.
09.2021 - 12.2021
- Gained hands-on experience in logistics and customer service by assisting in order processing and delivery coordination
- Learned to handle customer inquiries, troubleshoot issues, and escalate concerns to the appropriate teams
- Analyzed customer feedback and operational data, identifying key areas for improvement in service efficiency
- Assisted in maintaining CRM records and generating reports, developing a strong foundation in data management and business operations
Education
Bachelor of Business Administration -
San Francisco Bay University
Fremont, CA05-2027
High School Diploma - Science - Biology
National School of Sciences
Kathmandu, Nepal09-2022
Skills
- Customer Service & Communication
- Event Planning & Coordination
- Leadership & Team Collaboration
- Administrative Support & Organization
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Verbal and written communication
- Problem-solving skills
Training and leadership
National Cadet Corps (NCC), Nepal
Junior Division Cadet Training
- Completed emergency response and disaster preparedness training.
- Developed discipline, leadership, and teamwork through platoon-based training.
- Represented Nepal in the Youth Exchange Program (YEP) and traveled to India.
Timeline
Operations & Customer Experience Associate
WL Delivery Nepal Pvt Ltd.
12.2021 - 12.2022
Operations & Customer Experience Intern
WL Delivery Nepal Pvt Ltd.
09.2021 - 12.2021
Bachelor of Business Administration -
San Francisco Bay University
High School Diploma - Science - Biology
National School of Sciences
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