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
Gurgaon, India
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
Gurgaon, India
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
Gurgaon, India
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
Gurgaon, India
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
New Delhi, India
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
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
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 -