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
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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