Vidhi Rajora
Bangalore
Summary
Results-driven Process Consultant with 3+ years in technical support operations and process improvement within enterprise environments. Managed end-to-end customer cases, streamlined workflows, and ensured SLA compliance. Experienced with CRM tools, including Salesforce, Delta, and DSA, and skilled in customer communication and reporting.
Overview
8
8
years of professional experience
Work History
Senior Technician – Technical Support
Dell Technologies | Bangalore
Bengaluru
04.2022 - 01.2026
- Own end-to-end exchange cases, ensuring timely order processing, delivery, and continuous customer updates.
- Provide expert support to customers by managing system exchange requests, and ensuring accurate configurations using Service Tag validation.
- Coordinate with customers to confirm system specifications and obtain approvals prior to order processing through Salesforce (SFDC) and Delta.
- Monitored backlog and high-aging cases to enhance turnaround time and elevate customer satisfaction.
- Collaborate with internal teams to resolve order holds, and process exceptions.
- Generated and analyzed exchange order hold and high-aging reports to identify trends and inform process improvements.
- Performed DPID file scrubbing, ensuring data accuracy and compliance with standards.
- Coordinated PMR activities to maintain operational efficiency. And daily operational assignments.
- Raised and tracked IT incidents that impacted team productivity and system performance.
- Additional Responsibilities:
- Resolved customer inquiries related to product features and specifications effectively.
- Documented all customer service interactions in the company's ticket system.
- Collaborated with cross-functional teams to enhance product performance and reliability.
Process Consultant
Hinduja Global Solutions (HGS) | Bangalore
Bengaluru
02.2021 - 04.2022
- Presented findings and process improvement recommendations in client meetings, facilitating actionable change.
- Conducted detailed analysis of medical claims and payment data to identify discrepancies and process gaps.
- Coordinated with insurance companies to resolve claim-related issues, achieving accurate and timely processing.
- Set daily operational targets and monitored performance, enhancing team efficiency and accountability.
- Supported pre-implementation deliverables and aligned process initiatives with business objectives.
- Supported clients in developing process vision and strategy through regular communication, enhancing alignment with business objectives.
Sales Consultant
SOTC Tourism
Ahmedabad
03.2018 - 06.2018
- Guided customers in crafting customized domestic and international travel packages, enhancing satisfaction and meeting diverse needs.
- Coordinated travel arrangements from requirement gathering to booking confirmation, ensuring seamless experiences and timely delivery.
Education
BBA - Bachelor of Business Administration (BBA)
Brahmachari Wadi Trust Institute of Business Admin
Ahmedabad10-2020
Skills
- Process consulting and process improvement
- Technical support operations
- System exchange and order management
- CRM tools: Salesforce (SFDC), Delta
- Customer and stakeholder communication
- SLA, backlog, and high-aging case management
- Reporting and data analysis
- IT incident management
ADDITIONAL INFORMATION
- Proven ability to perform effectively in fast-paced, high-volume, customer-centric environments.
- Strong analytical and problem-solving skills, with a focus on operational efficiency and accuracy
- Clear and professional communicator with experience coordinating across customers, sales, operations, and IT teams
- Highly organized with the ability to manage multiple priorities, deadlines, and stakeholders simultaneously.
- Adaptable and quick to learn new tools, processes, and business requirements
Timeline
Senior Technician – Technical Support
Dell Technologies | Bangalore
04.2022 - 01.2026
Process Consultant
Hinduja Global Solutions (HGS) | Bangalore
02.2021 - 04.2022
Sales Consultant
SOTC Tourism
03.2018 - 06.2018
BBA - Bachelor of Business Administration (BBA)
Brahmachari Wadi Trust Institute of Business Admin