GARIMA DHAWAN
Delhi
Summary
Dynamic and results-oriented Team Leader with 4+ years of leadership experience in the travel and customer service industry. Proven expertise in managing high-performing teams, driving operational excellence, and fostering a collaborative work culture, aligned with organizational objectives. Skilled in strategic planning, performance management, and delivering exceptional client experiences. Known for strong communication, problem-solving, and leadership capabilities that consistently enhance team productivity and customer satisfaction. Committed to continuous improvement and eager to contribute to a leadership role that promotes innovation, teamwork, and professional growth
Overview
5
5
years of professional experience
Work History
Team Leader
CWT, An Amex GBT Solution
10.2022 - Current
- Lead and manage a team of 30 employees, ensuring performance, productivity, and adherence to service standards.
- Conduct regular 1-on-1 sessions, appraisals, and coaching sessions.
- Oversee end-to-end business travel operations, including itinerary planning, bookings, and emergency travel support.
- Serve as the primary liaison for corporate clients, maintaining strong relationships, and ensuring satisfaction with customized travel solutions.
- Ensure compliance with client-specific travel policies, company standards, and legal/visa regulations.
- Monitor team performance through KPIs, conduct reviews, and implement training and development initiatives.
- Collaborate with vendors and suppliers (airlines, hotels, etc.). To maintain service quality.
- Generate regular reports on travel activity, team performance, and client satisfaction for internal and external stakeholders.
Team Leader
IGT Solutions Pvt. Ltd
04.2021 - 10.2022
- Started as a Process Associate handling Expedia chat support, assisting customers with travel bookings, modifications, and inquiries.
- Promoted to Team Leader (Voice Process), overseeing daily operations to ensure efficiency and productivity.
- Developed and executed strategic plans to achieve KPIs and organizational targets within timelines.
- Conducted training sessions to enhance product knowledge, communication skills, and confidence among team members.
- Led monthly performance evaluations, providing actionable feedback for continuous improvement.
- Fostered a positive and collaborative work environment, motivating the team to exceed objectives.
Process Associate
Falcn Force Pvt. Ltd
04.2021 - 10.2022
- Worked as an associate for Walmart, supporting Verizon and Spirit carriers, assisting customers with carrier activation, upgrades, and troubleshooting.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Ensured accurate product knowledge to provide quick and effective solutions, enhancing customer satisfaction and loyalty.
Education
B.com -
Open University
01.2022
Class 12 -
St Cecilia's Public School
01.2019
Class 10 -
Gyanodaya Senior Secondary Public School
01.2017
Skills
- Leadership and motivation
- Strong communication skills
- Decision-making ability
- Problem-solving mindset
- Team training and development
- Organizational and time management
- Travel operations and industry knowledge
- Customer/client relationship management
- Stakeholder management
- People management
- Coaching and mentoring
- Resilience
- Negotiation skills
- Strategic and operational expertise
- Proficient in GDS (Amadeus and Sabre)
- Risk assessment and mitigation
Timeline
Team Leader
CWT, An Amex GBT Solution
10.2022 - Current
Team Leader
IGT Solutions Pvt. Ltd
04.2021 - 10.2022
Process Associate
Falcn Force Pvt. Ltd
04.2021 - 10.2022
B.com -
Open University
Class 12 -
St Cecilia's Public School
Class 10 -
Gyanodaya Senior Secondary Public School