Hiral Dilip Peswani
Vaughan,Canada
Summary
Experienced customer success professional with over 7 years of expertise in the travel industry. Skilled in enhancing customer satisfaction, leading successful teams. Demonstrated ability to manage customer relationships, improve service offerings, and foster cross-functional collaboration. Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Poised to contribute to team and company success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with a swift capacity to learn and apply new skills.
Overview
8
8
years of professional experience
Work History
CS Project Team Lead - WL/Extranet/DMC
Satguru Travels
01.2022 - 03.2024
- Led White-Labeling and Rebranding Efforts: Collaborated with suppliers to align with brand guidelines and specifications
- Expanded market reach through strategic partnerships
- Implemented DMC Software Solution: Streamlined product management and transaction processes
- Centralized inventory management for improved control and oversight
- Facilitated seamless transactions for clients
- Drove Revenue Growth through Extranet: Strengthened market position through improved service delivery
- Attracted new clients and retained existing ones by offering a more efficient and reliable platform
Customer Success Lead & Supplier Relationship Associate
Satguru Travels
01.2018 - 12.2021
- Trained and onboarded new team members, fostering a collaborative and efficient work environment
- Enhanced travel packages based on customer feedback, resulting in a 15% increase in repeat business
- Streamlined customer support processes to improve response times and resolution rates
- Utilized CRM tools to track customer interactions and identify trends for continuous improvement
- Reported on key performance indicators (KPIs) to senior management, providing insights and recommendations
- Managed supplier and OTA relationships to ensure seamless collaboration
- Monitored performance metrics to ensure optimal partnerships
- Facilitated cross-functional communication for a seamless customer experience
- Managed a diverse portfolio of clients, ensuring their financial needs were met and exceeded.
- Coordinated meetings between clients and senior relationship managers, fostering productive collaboration and strategic planning efforts.
- Strengthened client relationships by consistently providing exceptional service and support.
- Mentored junior Relationship Associates, sharing best practices and valuable industry insights that contributed to their professional development.
- Maintained detailed client records with accuracy, ensuring timely access to essential information for decision-making purposes.
- Collaborated with internal teams to develop customized financial solutions for clients'' unique situations.
Quality Control Associate
Satguru Travels
08.2016 - 12.2017
- Monitored and implemented new and standardized methods for ensuring alignment between client requirements and delivered services
- Utilized continuous monitoring techniques to identify discrepancies, proactively address issues, and maintain high levels of client satisfaction
- Learned reporting and expertise in Microsoft Excel
- Streamlined quality control processes for increased efficiency and reduced waste.
- Improved product quality by conducting thorough inspections and implementing corrective actions.
Education
Masters Degree - Human Resource Management
Jaipur National University
01.2019
Bachelor's - Computer Application
Aryan International College
01.2016
Skills
- Customer Relationship Management
- Team Leadership and Development
- Strategic Planning and Execution
- Cross-functional Team Collaboration
- Problem-solving and Resolution
- Communication and Interpersonal Skills
- Customer Feedback Analysis
- Customer Service
- Schedule Management
- De-Escalation Techniques
- Project Management
- Performance Analysis
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10 staff members.
- Documented and resolved many on ground escalations which led to customer satisfaction.
- Achieved more profit by introducing White Labeling / Extranet / DMC to get greater benefits on tips.
Common Tools
- Salesforce
- Zendesk
- Slack
- Zoom
- MS Teams
- Monday.com
- Jira
- SurveyMonkey
- Google Forms
- Adobe
- Microsoft Tools
Languages
English
Hindi
Timeline
CS Project Team Lead - WL/Extranet/DMC
Satguru Travels
01.2022 - 03.2024
Customer Success Lead & Supplier Relationship Associate
Satguru Travels
01.2018 - 12.2021
Quality Control Associate
Satguru Travels
08.2016 - 12.2017
Bachelor's - Computer Application
Aryan International College
Masters Degree - Human Resource Management
Jaipur National University
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