Santosh Luitel
Minneapolis
Summary
Results-driven Store Manager with experience overseeing daily operations, staff supervision, inventory control, and sales performance. Proven ability to improve customer satisfaction, meet revenue targets, and maintain efficient store operations through strong leadership and organizational skills. Reliable and safety-focused Delivery Driver with extensive experience in on-time package delivery, route optimization, and vehicle operation. Known for maintaining a clean driving record, meeting productivity goals, and providing excellent customer service in fast-paced environments. Customer-focused Customer Service Representative with experience handling inquiries, resolving issues, and maintaining positive customer relationships. Skilled in communication, problem-solving, and delivering high-quality service to support customer satisfaction and business goals. Professional with experience as a Store Manager, Delivery Driver, and Customer Service Representative. Strong background in operations management, logistics, and customer relations, with a proven ability to work efficiently, solve problems, and deliver exceptional service in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Willis Towers Watson
Bloomington
09.2023 - 01.2024
- Explain the details of available insurance plans and benefits.
- Educate individuals on coverage options, premiums, and any changes to existing plans.
- Guide individuals through the enrollment process.
- Help customers complete necessary forms and documentation.
- Address questions regarding policy terms, conditions, and coverage limits.
- Explain any changes in policies from the previous year.
- Handle and resolve customer complaints or concerns related to benefits and open enrollment.
- Assist individuals with online enrollment platforms or any technical issues they may encounter.
- Provide personalized advice based on individual needs and circumstances.
- Assist in comparing different plans and making informed decisions.
- Collaborate with other departments, such as HR or benefits administration, to ensure seamless communication and assistance.
- Stay informed about changes in healthcare laws and regulations affecting benefits.
- Ensure that all enrollment processes comply with legal requirements.
- Document and maintain accurate records of customer interactions.
- Ensure that all enrollment information is captured correctly.
- Conduct follow-up calls or communications to ensure that individuals have successfully enrolled and address any post-enrollment issues.
- Help customers understand their specific needs and guide them in choosing the most suitable health insurance plan based on their individual or family requirements.
- Verify customer information to ensure accuracy in enrollment forms, preventing potential errors or delays in processing.
Delivery Driver
Tyton Delivery Inc
Shakopee
02.2021 - 03.2022
- Delivered 150-250+ packages daily while consistently meeting strict delivery deadlines.
- Maintained a clean driving record and followed all DOT and FedEx safety policies.
- Operated delivery vehicles safely in residential, commercial, and high-traffic areas.
- Verified delivery information, obtained customer signatures, and resolved delivery issues.
- Performed daily vehicle inspections and reported maintenance needs promptly.
- Used FedEx scanning systems to ensure accurate tracking and documentation.
- Provided professional and courteous customer service, contributing to high customer satisfaction.
- Assisted with loading, unloading, and organizing packages for efficient route completion.
- Flexible schedule availability (weekends/holidays if required).
- Physically fit and able to perform repetitive lifting and walking.
- Strong work ethic and team-oriented mindset.
Delivery Driver
Metropolitan Delivery Inc
Shakopee
03.2019 - 12.2020
- Deliver packages using a company-provided van and device.
- Navigate safely through residential and commercial areas.
- Load your van efficiently in the staging area.
- Follow customer instructions and notes.
- Drive in all weather conditions.
- Delivered documents, medical supplies, and retail packages.
- Maintained chain-of-custody and delivery verification.
- Provided same-day and express delivery services.
- Built strong client relationships through dependable service.
- Assisted with inventory handling, loading, and unloading trucks.
- Operated pallet jacks and hand trucks safely.
- Coordinated with dispatch to ensure timely deliveries.
Delivery Driver
Nobel Delivery Inc
Shakopee
04.2018 - 02.2019
- Follow assigned routes and complete deliveries on time.
- Load, unload, and secure items in your vehicle.
- Communicate professionally with customers when needed.
- Track deliveries and confirm completion in the system.
- Follow all traffic laws, safety rules, and company procedure.
- Assisted drivers with loading, navigation, and deliveries.
- Learned route planning and customer interaction skills.
- Supported efficient daily operations during peak seasons.
- Deliver packages, parcels, and freight to residential and commercial locations.
- Follow assigned routes and delivery schedules to ensure on-time completion.
- Load, unload, and organize packages efficiently in delivery vehicles.
- Obtain signatures and proof of delivery when required.
- Plan and optimize delivery routes using GPS and routing software.
- Adapt routes based on traffic, weather, and delivery priorities.
- Meet daily delivery targets while maintaining accuracy and efficiency.
Store Manager/Sales Representative
Korner mart Inc
12.2015 - 02.2018
- Managed daily convenience store operations, including opening/closing procedures.
- Supervised, trained, and scheduled staff to ensure smooth store operations.
- Delivered excellent customer service and resolved customer concerns professionally.
- Monitored sales performance and implemented strategies to increase revenue.
- Handled cash management, register balancing, and daily deposits.
- Maintained store cleanliness and compliance with safety and health regulations.
- Reduced shrinkage through loss prevention and security practices.
- Promoted products, specials, and upselling opportunities to increase sales.
- Ensured accurate pricing, signage, and product displays.
- Met or exceeded sales targets through strong customer engagement.
- Maintained accurate sales, inventory, and operational records.
- Provided excellent customer service in a fast-paced retail environment.
- Assisted customers with product selection and recommendations.
- Promoted specials, upsold products, and increased average ticket value.
Quality Assurance Analyst
IT sutra Inc
- Executed manual test cases for web and enterprise applications to validate functionality against business requirements.
- Created and maintained test cases and test scenarios based on requirements and user stories.
- Performed functional, regression, and smoke testing during sprint and release cycles.
- Conducted API testing using Postman to validate request/response data and system integrations.
- Logged, tracked, and retested defects using JIRA / HP ALM, ensuring clear documentation and timely resolution.
- Assisted senior QA analysts with automation test execution using Selenium or Cypress.
- Supported UAT testing, working with business users to validate acceptance criteria.
- Participated in Agile ceremonies, including daily stand-ups, sprint planning, and retrospectives.
- Write and execute test plans, test cases, and test scenarios for enterprise and customer-facing marketing, and sales applications.
- Collaborate closely with business analysts to review requirements, clarify acceptance criteria, and ensure testability of solutions.
Education
High School Diploma -
Tribhuvan University
Kathmandu,NepalSkills
- Insurance knowledge
- Customer education
- Enrollment assistance
- Policy compliance
- Technical troubleshooting
- Relationship management
- Microsoft outlook
- CRM software
- Credit card payment processing
Timeline
Customer Service Representative
Willis Towers Watson
09.2023 - 01.2024
Delivery Driver
Tyton Delivery Inc
02.2021 - 03.2022
Delivery Driver
Metropolitan Delivery Inc
03.2019 - 12.2020
Delivery Driver
Nobel Delivery Inc
04.2018 - 02.2019
Store Manager/Sales Representative
Korner mart Inc
12.2015 - 02.2018
Quality Assurance Analyst
IT sutra Inc
High School Diploma -
Tribhuvan University