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
2023.02 - 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
2021.05 - 2023.01
- 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
2012.06 - 2014.02
- 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
2010.02 - 2011.12
- 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
2009.04 - 2010.02
- 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 2001.04 -
Associate of Arts - Humanities
Jhabban Lal D.A.V Public School
New Delhi, India 2001.04 -
Skills
Process Mapping
Process Automation
Operational Excellence
Workflow Design
Knowledge Transfer
Knowledge Transfer
Professionalism
Teamwork and Collaboration
Team building
Multitasking
Problem-solving abilities
Timeline
Senior Process Expert
Cognizant Technology Solutions, CTS
2023.02 - Current
Sr. Travel Executive
Fareportal
2021.05 - 2023.01
Sr. Travel Executive
Fareportal
2012.06 - 2014.02
Travel Consultant
IBM, Global Business Services
2010.02 - 2011.12
Sales Executive
Effort BPO
2009.04 - 2010.02
Bachelor of Arts - Humanities
Delhi University
2001.04 -
Associate of Arts - Humanities
Jhabban Lal D.A.V Public School
2001.04 -