Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
DIKSHA VERMA

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 a Team Leader, Operations position to leverage coaching , motivation , and performance management Skills.

Overview

5
5
years of professional experience
1
1
Language

Work History

RESERVATION EXECUTIVE

RADISSON BENGALURU CITY CENTRE
01.2023 - 03.2024
  • 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
NEW DELHI
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
NEW DELHI
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
NEW DELHI
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

National Skills Development Certificate from (NSDC). - Commerce

University of Lucknow
Aug 2016

Diploma - HTCS ( Hospitality in Travel and Customer Service

Frankfinn Institute of Air Hostess Training
Jul 2018

Diploma - Travel port Galileo

Certificate for Entrepreneurship : Developing the Opportunity. - undefined

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

Additional Information

  • ACHIEVEMENTS , Rewards & Recognition Program Winner on 3 occasions. Several certificates in Art Competition. Employee of the Month in Customer Service for Radisson Hotels Group.

Timeline

RESERVATION EXECUTIVE - RADISSON BENGALURU CITY CENTRE
01.2023 - 03.2024
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
University of Lucknow - National Skills Development Certificate from (NSDC)., Commerce
Frankfinn Institute of Air Hostess Training - Diploma, HTCS ( Hospitality in Travel and Customer Service
- Diploma, Travel port Galileo
- Certificate for Entrepreneurship : Developing the Opportunity.,

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DIKSHA VERMA