Open to opportunities

Sonali Pandey

@sonalipandey1

Message

Operations and service delivery leader specializing in O2C, billing, disputes and cross-border compliance.

India

Message

What I'm looking for

I seek senior operations roles focused on service delivery, dispute resolution and cross-border compliance where I can lead teams, improve processes, and drive KPI-based performance.

I am an operations and financial dispute specialist with blended expertise in customer experience, cross-border logistics, compliance and service delivery across U.S. and European markets.

I have led a 50-member floor handling 4,000–5,000 inbound calls/day and managed 2,500–3,000 finance and compliance disputes daily, driving throughput while protecting financial recovery and compliance integrity.

My strengths include ramp-up and training (stabilizing new hire performance to 95–100%), cross-functional coordination with brokerage, finance, customs and post-entry teams, and performance matrix management tied to KPIs like AHT, productivity and TAT.

I hold a Lean Six Sigma Green Belt, have supported EU bid and contract documentation, and bring a resilience-oriented leadership style suited for senior operations, process and customer management roles.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

UPS GBS

Jan 2024 - Present (2 years 1 month)

Lead a 50-member operations floor supporting U.S. import/export disputes and billing, coordinating resolution of 2,500–3,000 dispute cases/day and 4,000–5,000 inbound calls/day while improving new-hire ramp-up to 95–100%.

Dispute Resolution Billing & O2C Workforce Planning Customs Compliance Oracle

Finance Collector

UPS GBS

Jan 2022 - Jan 2024 (2 years)

Managed U.S. dispute and billing workflows (duties, taxes, brokerage, invoice/payment disputes) via inbound/outbound channels and coordinated cross-functionally to close cases under KPIs for AHT, productivity and quality.

Billing Disputes KPIs CRM Queue Management

Senior Administrative Assistant

UPS

Jan 2021 - Jan 2022 (1 year)

Supported EU bids and contract documentation, improving pricing accuracy and compliance through centralized trackers and cross-team coordination for submissions.

Pricing Accuracy Compliance MS Office Communication Administrative Support

Customer Advisor

Capita

Jan 2019 - Jan 2020 (1 year)

Handled written customer support for retail and business clients, resolving refunds, replacements and delivery complaints while improving written policy interpretation and de-escalation outcomes.

Complaint Resolution Email Communication CRM Quality Assurance Customer Experience

Lead Generation Executive

Regis Soft

Jan 2018 - Jan 2019 (1 year)

Generated and qualified B2B/B2C leads through voice, email and LinkedIn, supporting the sales funnel via appointment setting and CRM-based prospect qualification.

Lead Generation Cold Calling Appointment Setting Sales Qualification Data Entry