Summary
Overview
Work History
Education
Skills
Timeline
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HIMANI DHAWAN

Process Trainer/Customer Support Supervisor
Noida

Summary

  • 5+ years in travel industry.
  • Started as customer support agent, focusing on efficiency and customer satisfaction.
  • Proficient in delivering exceptional service.
  • Transitioned to process trainer, developing training materials and programs.
  • Seeking new opportunities to contribute expertise.

Overview

7
7
years of professional experience
7
7
years of post-secondary education

Work History

Process Trainer/Customer Support Supervisor

Holisto
12.2020 - 05.2024
  • Facilitated post-training evaluations for course improvement.
  • Wrote training manuals adhering to company guidelines.
  • Developed job-specific competencies and standards.
  • Implemented training strategies to boost productivity.
  • Conducted thorough trainee assessments for feedback.
  • Updated training materials based on business needs.
  • Collaborated with management to enhance team performance.
  • Created unique training materials.
  • Used instructional design for effective learning.
  • Provided coaching and mentoring.
  • Contributed to customer support resources development.

Customer Support Associate

Cancelon
09.2017 - 03.2020
  • Reduced response time via ticket optimization.
  • Analyzed user issues using various methods.
  • Offered frontline support via phone, email, and chat.
  • Maintained detailed records using CRM software.
  • Liaised between customers and internal teams for issue resolution.

Education

Bachelor of Commerce - Commerce

University of Delhi
New Delhi
07.2015 - 08.2020

Higher Secondary (XII) - Commerce

G.R. Memorial. S.S Public School
New Delhi
04.2014 - 04.2015

High School (X) - Science

G.R. Memorial. S.S Public School
New Delhi
04.2012 - 04.2013

Skills

  • Training Program Development
  • Team Leadership
  • Communication Skills

    • Customer Support Supervisor Skills:

  • Conflict Resolution
  • Team Leadership
  • Time Management
  • CRM Proficiency

    • Timeline

    Process Trainer/Customer Support Supervisor

    Holisto
    12.2020 - 05.2024

    Customer Support Associate

    Cancelon
    09.2017 - 03.2020

    Bachelor of Commerce - Commerce

    University of Delhi
    07.2015 - 08.2020

    Higher Secondary (XII) - Commerce

    G.R. Memorial. S.S Public School
    04.2014 - 04.2015

    High School (X) - Science

    G.R. Memorial. S.S Public School
    04.2012 - 04.2013

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    HIMANI DHAWANProcess Trainer/Customer Support Supervisor