Summary
Overview
Work history
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Dipti Panchal

London,Hearforshier

Summary

Experienced professional with a strong background in customer relations, operations management, and sales across diverse sectors including banking, insurance, securities, and retail. Recognized for consistently improving customer satisfaction, operational efficiency, and sales performance through strategic leadership and adept team management. Skilled in optimizing workflows, nurturing client relationships, and leveraging data-driven insights to surpass KPIs and foster organizational success.

Overview

16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Sales Associate

Victoria's Secret
, London
09.2023 - Current
  • Achieved monthly sales targets exceeding £50,000 consistently.
  • Maintained a high customer satisfaction rate of 95% through exceptional service delivery.
  • Implemented upselling techniques, increasing average transaction value by 20%.
  • Contributed to a 10% increase in store foot traffic by maintaining appealing visual merchandising displays.

Food and Beverage assistant

The Lansdown Club
Mayfair, London
07.2022 - 08.2023
  • Welcomed and assisted customers with a friendly approach upon their arrival.
  • Adhered to food hygiene and safety regulations throughout the process of preparing, cooking, & delivering food.
  • Maintained optimal product availability by consistently restocking items.
  • Upheld cleanliness and orderliness in all work areas to ensure a professional and presentable environment.

Associate Manager(Customer Relations)

HDFC Life Insurance Compnay Ltd
, India
03.2018 - 06.2021
  • Assisted with employee relations issues, using emotional intelligence and diplomatic communication to resolve grievances.
  • Evaluated operational performance metrics, analysing KPIs to uncover areas in need of improvement.
  • Trained and mentored new hires, supporting the onboarding process to promote mastery of job-specific skills.
  • Managed day-to-day customer interactions, resolving over 100 monthly queries, and maintaining a 30% monthly retention rate by addressing policy and claim issues.
  • Achieved a 20% monthly increase in product uptake by cross-selling company products and explaining policy features and benefits, enhancing product awareness and driving sales.
  • Processed over 100 death claims monthly, ensuring compliance with company policies, reducing processing time through meticulous documentation checking, and overseeing health and life insurance claims.
  • Supervised customer service representatives, conducted daily meetings to discuss targets, and collaborated with brokers and internal teams to ensure smooth operations and effective communication.
  • Developed strategies to achieve monthly targets focusing on customer retention, cross-selling, and satisfaction, monitoring team performance and providing feedback to drive continuous improvement.
  • Processed loans against policies, educated customers about policy loans, maintained high customer satisfaction (CSAT), processed 50 daily policy renewals, and analyzed feedback for improvements.

Assistant Manager ( Branch Operations)

ICICI bank Ltd
, India
09.2013 - 12.2017


  • Build and maintain strong customer relationships, achieving an 85% monthly customer retention rate.
  • Drive sales of banking products, achieving monthly targets of 100 new accounts and ₹10 crores in disbursed loans.
  • Oversee daily branch operations for efficiency and compliance with a 95% audit score.
  • Streamline banking operations to reduce turnaround times by 20% and ensure transaction accuracy with a 99% error-free rate.
  • Led and mentored a combined team of 25 branch and operations staff, conducting regular meetings to set targets and review performance.
  • Manage compliance with regulatory requirements and internal policies, maintaining accurate KYC documentation.
  • Prepare and submit weekly and monthly reports on branch and operational performance metrics.

Senior back office executive

Religare Securities Ltd
, India
05.2010 - 01.2012
  • Managed incoming calls, emails, and directed inquiries to appropriate contacts, ensuring efficient communication flow and responsiveness.
  • Process and reconcile 500 client transactions daily across equities, derivatives, and mutual funds with a 99.5% error-free rate.
  • Achieve a 95% on-time settlement rate by coordinating effectively with depositories and custodians to resolve issues promptly.
  • Maintain a 98% audit compliance score by ensuring meticulous documentation and adherence to SEBI regulations and internal policies.
  • Handle 50 client inquiries daily with a focus on prompt resolution, maintaining a 90% customer satisfaction rate.
  • Generate daily and monthly reports on transaction volumes, settlements, and operational metrics to identify trends and opportunities for efficiency gains.

Telesales executive & Branch Coordinator

India Infoline Company Ltd
, India
01.2008 - 01.2010
  • Executed outbound campaigns, consistently exceeding weekly lead targets through strategic prospect identification.
  • Managed daily branch ops, optimizing scheduling and resources for a 15% productivity boost.
  • Communicated product benefits effectively, boosting conversions by 30% with adept objection handling.
  • Surpassed sales goals by 20%, strategically promoting products to diverse clients.
  • Enhanced cross-team coordination, reducing response time by 25% through liaison role.
  • Analyzed reports, driving data-led improvements, uncovering growth avenues and call metrics, informing data-driven decisions and enhancing call scripts for continuous improvement.

Education

MSc Management - Management

Brunel University London
Uxbridge
09.2021 - 09.2022

Diploma in Financial Management - Financial Management

Bhartiya Vidhya Bhavans
Mumbai
05.2006 - 05.2007

Business Administration & Management

Bachelor of Commerce
India
05.2004 - 03.2006

Skills

  • Microsoft Excel
  • Salesforce CRM
  • Point of Sale(POS)System
  • Finicale Digital Banking Platform
  • Data Entry & Management
  • Operational support
  • Financial risk analysis
  • Business development
  • Staff training
  • Conflict Resolution
  • Outstanding customer service
  • Financial planning
  • Product and service knowledge
  • Confident communicator
  • Upselling expertise
  • Refund and exchange processing
  • Just In Time stock control
  • Data Analysis
  • Brand Representation

Accomplishments

    During the challenging COVID-19 period, I was honored by the Regional Operational Manager for my outstanding performance in customer service and claims processing. I achieved the highest customer satisfaction in processing death claims by significantly reducing processing times. Additionally, I consistently exceeded branch targets, leading our region in performance and demonstrating exceptional dedication and resilience during unprecedented times.

Certification

Virtual Internship in Financial Service & Consulting | Bright Internship Network | June 2023.

References

References available upon request.

Timeline

Sales Associate

Victoria's Secret
09.2023 - Current

Food and Beverage assistant

The Lansdown Club
07.2022 - 08.2023

MSc Management - Management

Brunel University London
09.2021 - 09.2022

Associate Manager(Customer Relations)

HDFC Life Insurance Compnay Ltd
03.2018 - 06.2021

Assistant Manager ( Branch Operations)

ICICI bank Ltd
09.2013 - 12.2017

Senior back office executive

Religare Securities Ltd
05.2010 - 01.2012

Telesales executive & Branch Coordinator

India Infoline Company Ltd
01.2008 - 01.2010

Diploma in Financial Management - Financial Management

Bhartiya Vidhya Bhavans
05.2006 - 05.2007

Business Administration & Management

Bachelor of Commerce
05.2004 - 03.2006

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Dipti Panchal