DIKSHA VERMA
Summary
Dedicated and detail-oriented professional with extensive experience in customer service, operations, and Sales. Highly skilled in managing reservations, handling customer inquiries, and ensuring exceptional service delivery. Seeking Sr. Process Executive - Tech Support position to leverage coaching, motivation, and performance management Skills.
Overview
4
4
years of professional experience
1
1
Language
Work History
RESERVATION EXECUTIVE
RADISSON BENGALURU CITY CENTRE
1 2023 - 3 2024
- Handle Customer Inquires, provide information about room availability, and offer personalized Recommendation
- Utilize OPERA System to manage bookings, update room availability and process cancellation
- Collaborate with the Front Office and Housekeeping team to ensure a smooth check in and check out Process.
SENIOR EXECUTIVE
IGT SOLUTIONS PVT. LTD
10.2020 - 12.2022
- Managed a high Volume of incoming calls, emails and online Inquiries, addressing customer concern promptly
- Assisted customer for booking Hotel Reservation, ensuring a positive Travel Experience
- Utilized EMMA system to process reservation, modification and cancellation and providing Reward Points.
TRAVEL EXECUTIVE
RADICAL MINDS
06.2019 - 09.2020
- Managed a high Volume of Live Chats, emails and online Inquiries addressing customer concern promptly
- Assisted customer after the process of Hotel Reservation, ensuring a positive Travel Experience
- Utilized Fresh Chat system to connect directly with the customer for modification and cancellation and Refund.
TRAVEL CONSULTANT
SIMPLY GO TRAVELS
10.2018 - 05.2019
- Managed a high Volume of incoming calls, emails and online Inquiries addressing customer concern promptly
- Assisted customer in Booking Flights, Hotels, Visa and Rental cars, ensuring a positive Travel Experience
- Collaborated with Hotel / Visa / Airline partners to resolve issues and ensure accurate booking information
Education
Graduation in Commerce -
University of Lucknow, (U.P) India
Diploma in HTCS (Hospitality in Travel and Customer Service) - undefined
Frankfinn Institute of Air Hostess Training
Skills
Reservation System: Opera, CRS, CRM, GDS, Fresh Chat
Customer Service Excellence: Handling high Volume Inquiries, Conflict resolution
Communication: Email Communication, Strong Verbal and Written Skills
Technical Proficiency: Ms Word, Ms PowerPoint, MS Excel
Leadership: Discovery - Driven Planning, Elevator Pitch, Team Motivation and Coaching
Personal Attributes: Excellent time-Management, Organizational, and Prioritization Skills, Articulate, Detail-oriented, Friendly, and customer-focused
Process Improvements and Adherence:
Met process SLAs/metrics – productivity and quality targets within established timelines
Stayed updated with process knowledge and changes, referring to knowledge updates/repositories
Adhered to security practices set by the organization
Project Control, Management, and Review/Program Delivery:
Raised/updated CRM tools for issues identified and escalated to the SME/TL as needed
Made outbound calls to follow up/confirm resolution
People/Team:
Participated proactively in knowledge-sharing sessions
Contributed to organizational activities
Websites
Accomplishments
- Rewards & Recognition Program Winner on 3 occasions.
- Several certificates in Art Competition.
- Employee of the Month in Customer Service for Radisson Hotels Group.
Additional Qualifications
- National Skills Development Certificate from (NSDC).
- Diploma in Travel port Galileo.
- Certificate for Entrepreneurship: Developing the Opportunity.
Timeline
SENIOR EXECUTIVE
IGT SOLUTIONS PVT. LTD
10.2020 - 12.2022
TRAVEL EXECUTIVE
RADICAL MINDS
06.2019 - 09.2020
TRAVEL CONSULTANT
SIMPLY GO TRAVELS
10.2018 - 05.2019
RESERVATION EXECUTIVE
RADISSON BENGALURU CITY CENTRE
1 2023 - 3 2024
Graduation in Commerce -
University of Lucknow, (U.P) India
Diploma in HTCS (Hospitality in Travel and Customer Service) - undefined
Frankfinn Institute of Air Hostess Training