Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Vipali Dhingra

Delhi,Delhi

Summary

Dynamic and result oriented professional with 12+ years of experience in managing customer service teams in the Telecom, Banking & Education industry. Seeking to leverage my expertise in strategic thinking and customer relationship management to drive customer satisfaction and business growth in a dynamic organization.

Overview

15
15
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Assistant Operation Manager

ETS
Haryana
12.2024 - 05.2025
  • Managing the daily operations
  • Handling the staff of over 100+ employees
  • Manage basic tasks, set priorities, and meet deadlines in a dynamic operational environment.
  • Work with senior Operations Manager to manage attrition and onboard new staff
  • Prepare and be part of monthly and quarterly business reviews.
  • Partner with other senior leaders in cross functional teams for decision-making, program management, and initiative implementation while maintaining KPI benchmark.
  • Serve as liaison with staff, executives, senior leaders, stakeholders and department heads for the center
  • Improved communication within the team through regular meetings, updates, and open channels of communication.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.

Senior Consultant

Teleperformance
Haryana
08.2023 - 11.2024
  • Company Overview: UK telecom (Vodafone)
  • Handling Complaints & Queries: Mobile Connections:
  • Common Issues & Resolutions: Billing, Network Problem, Device Compatibility, Lost/Stolen phones
  • Handling Complaints & Queries: Mobile Connections:
  • Common Issues & Resolutions: Billing, Connectivity Problem, Slow Speeds, Router Issues
  • Handle sales of new connections
  • UK telecom (Vodafone)
  • Job Gap between Sep’22 to Aug’23 due to family priorities
  • Built strong relationships with clients through consistent communication and proactive problem-solving efforts.

Regional Account Service Manager

Vodafone Idea Pvt Ltd.
Gujrat
05.2022 - 09.2022
  • Business to Business Client Management
  • Handled Customer service excellence
  • Managed 150+ corporate enterprise accounts, providing face to face consultancy and problem solving
  • Initiated projects to increase company revenue and goodwill
  • Implemented project drives and market research, maximize team productivity
  • Service and collection efforts across Gujarat Region
  • Managed customer escalations in a timely manner while maintaining fair relations with clients and maintained records of all serviced accounts
  • Responsibility for a caseload of complaints, from initial contact to liaising with and advising officers and senior and Contribute to the mechanism that will ensure recommendations and actions from Ombudsman enquiries are fully implemented, monitored and reported to the relevant service managers

Deputy Manager

HDFC Bank
Delhi
09.2019 - 04.2022
  • Handle complaints and collections for consumer durable loan customers
  • Investigate complaints including reviewing & assessing documents, telephone contact with complainants.
  • Responsibility for a caseload of complaints, from initial contact to liaising with and advising officers and senior managers who are responsible for providing 3 investigation reports and complaints responses. This involves supporting staff and reviewing responses to ensure they cover all aspects of the original complaint
  • Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.

Test Center Manager

Pearson India Education
Noida
08.2016 - 06.2019
  • Handle exam test center of north region.
  • Review and prepare test roaster for candidates including those for special accommodation
  • Record & report all problems or discrepancies in a timely & efficient manner that arise in connection with an exam or candidate or the testing center itself
  • Maintain weekly roasters & share with Regional Manager
  • Arrange staffing as per the requirement
  • Assist with training & Coaching to new hires
  • Serve as the contact point for building management, Site Security, Vendors etc.
  • Worked into the layout plans for new centers (Gurgaon, Noida, Delhi, Amritsar, Jalandhar, Chandigarh)
  • Review & prepare TA reports like Attendance, Overtime, AMC etc.
  • Conduct test and done proctor for the candidates
  • Handle technical issues of the candidates while exam.
  • Organized and allocated resources required to meet needs of 100 students and 40 instructors.

Senior Executive

EXL Service
Haryana
06.2010 - 11.2013
  • -Worked in blended process for Scottish Power. Managed approximately 30 incoming calls & emails per day from customers.
  • -Worked as a part of HR Team ( people engagement activities organize meet your leaders, chat sessions with employees.
  • Resolves employ issues conduct reward and recognition ceremonies every
    month).

Education

BBA -

Human Resource Management
Rajasthan
01.2012 - 01.2015

High School Diploma -

C.B.S.E. Board
New Delhi
05.2005 - 05.2006

High School Diploma -

C.B.S.E. Board
New Delhi
05.2003 - 05.2004

Skills

  • Management skills

  • Multitasking

  • Business development

  • Project management

  • Commercial Awareness of market

  • Interpersonal skills

  • Strategic thinking

  • Customer forward skills

  • Problem solving skills

  • Proficient in MS Office - MS Excel, MS Word

Accomplishments

  • Maintained a customer satisfaction rate by 95% for the entire duration of employment
  • Increased retention by 25% in the overall base.
  • Solved 40-50 tickets per day, exceeding team averages.
  • Consistently ranked in the top in the span.
  • Top performer in the team 1

Timeline

Assistant Operation Manager

ETS
12.2024 - 05.2025

Senior Consultant

Teleperformance
08.2023 - 11.2024

Regional Account Service Manager

Vodafone Idea Pvt Ltd.
05.2022 - 09.2022

Deputy Manager

HDFC Bank
09.2019 - 04.2022

Test Center Manager

Pearson India Education
08.2016 - 06.2019

BBA -

Human Resource Management
01.2012 - 01.2015

Senior Executive

EXL Service
06.2010 - 11.2013

High School Diploma -

C.B.S.E. Board
05.2005 - 05.2006

High School Diploma -

C.B.S.E. Board
05.2003 - 05.2004

Similar Profiles

CREATE PROFILE
Vipali Dhingra