Summary
Overview
Work History
Education
Skills
Timeline
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Dimple Virmani

Senior Process Expert

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level in the next position. Ready to help team achieve company goals.

Overview

15
15
years of professional experience

Work History

Senior Process Expert

Cognizant Technology Solutions, CTS
02.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Handled customer inquiries and suggestions courteously and professionally.

Sr. Travel Executive

Fareportal
05.2021 - 01.2023
  • Boosted customer satisfaction by providing tailored travel recommendations and personalized services.
  • Consistently exceeded sales targets by proactively identifying opportunities to upsell or make additional recommendations based on client preferences.
  • Resolved client issues quickly, ensuring their satisfaction with our services and solutions provided.
  • Enhanced team performance by collaborating effectively with colleagues to share knowledge and resources.
  • Increased sales through effective up-selling and cross-selling of travel packages, accommodations, and activities.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.

Sr. Travel Executive

Fareportal
06.2012 - 02.2014
  • Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
  • Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
  • Achieved high service level scores by effectively resolving customer issues during the first contact.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.

Travel Consultant

IBM, Global Business Services
02.2010 - 12.2011
  • Promoted eco-friendly traveling options encouraging sustainable tourism practices among clientele.
  • Boosted company revenue by upselling additional services such as trip insurance, activity bookings, and upgraded accommodations.
  • Maintained exceptional client retention rates by prioritizing customer satisfaction and offering ongoing support during trips.
  • Increased client satisfaction by providing exceptional international travel consultation services.
  • Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
  • Organized and maintained VIP traveler program with discounts and special deals.

Sales Executive

Effort BPO
04.2009 - 02.2010
  • Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
  • Mentored junior sales representatives, providing ongoing coaching to improve their performance.
  • Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.

Education

Bachelor of Arts - Humanities

Delhi University
New Delhi, India
04.2001 -

Associate of Arts - Humanities

Jhabban Lal D.A.V Public School
New Delhi, India
04.2001 -

Skills

Process Mapping

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Timeline

Senior Process Expert

Cognizant Technology Solutions, CTS
02.2023 - Current

Sr. Travel Executive

Fareportal
05.2021 - 01.2023

Sr. Travel Executive

Fareportal
06.2012 - 02.2014

Travel Consultant

IBM, Global Business Services
02.2010 - 12.2011

Sales Executive

Effort BPO
04.2009 - 02.2010

Bachelor of Arts - Humanities

Delhi University
04.2001 -

Associate of Arts - Humanities

Jhabban Lal D.A.V Public School
04.2001 -

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Dimple VirmaniSenior Process Expert