Nishanth Williams

B2B logistics sales professional with experience in freight brokerage, financial customer service, training, and team leadership. Skilled at building customer and carrier pipelines, understanding customer shipping needs, preparing quotations, responding to RFQs and RFPs, and negotiating pricing to win and renew business. Self-directed and ownership-driven from working in a commission-based role, with a record of growing the customer base through rapport, referrals, and consistent follow-up.

Strong communicator with a 90% first-contact resolution rate and 95% CSAT score, comfortable coordinating with operations and carriers to keep customers' shipments on track.

Freight Broker - Creed Infotech

(2023-07 - 2026-05)

• Built and maintained a pipeline of customers and carriers in a commission-driven, self-directed role, prospecting and following up consistently to keep freight volumes and revenue flowing.
• Understood each customer's shipping requirements and prepared quotations, responding to RFQs and RFPs with tailored proposals that won and renewed business.
• Negotiated pricing, balancing customer value with carrier payouts to protect margins on every deal.
• Built strong rapport with customers and carriers, expanding the customer base through referrals and repeat business and coordinating to keep shipments on track and resolve issues promptly.

Customer Care Specialist - American Express - Remote, Gurugram

(2022-05 - 2022-10)

• Handled 80-100 customer interactions daily across calls, chat, and email in a high-volume environment, meeting productivity and service-time targets.
• Resolved credit card billing and interest queries on the first contact 90% of the time, minimizing repeat contacts.
• Sustained a 95% CSAT score over 6 months through clear, empathetic communication that protected customer satisfaction and retention.
• Maintained 100% documentation accuracy across all interactions in a regulated financial services environment.

Process Trainer - Teleperformance - Mohali

(2021 - 2022)

• Onboarded new hires end-to-end, coordinating credentials and system access so each batch was ready for production.
• Delivered structured training on procedures and systems, tracking adherence and attendance throughout the training cycle.
• Coached new agents through their first weeks on the floor, tracking call quality scores and handle times against targets.
• Analyzed trainee and team performance data to identify gaps and recommend corrective coaching and process improvements.

Team Leader - Teleperformance - Jaipur

(2017 - 2018)

• Led and motivated a team of 20-25 associates, assigning daily workload and priorities to meet productivity, quality, and service-level targets.
• Monitored team KPIs, queue volumes, and performance metrics in real time, adjusting assignments to avoid backlogs and close performance gaps.
• Acted as the escalation point for critical customer and associate issues, owning them through to resolution to protect service continuity.
• Reviewed productivity and quality reports with management, identified trends, and implemented corrective actions to keep the team on target.

Bachelor of Commerce (B.Com) - Vinayaka Mission University (2010 - 2013)