Dipti Panchal
Summary
A versatile and results-driven professional with over seven years of cross-industry experience spanning sales advisory (banking and insurance), customer service, retail sales, and health and social care. Proven track record of exceeding sales targets in both banking (ICICI Bank) and insurance (HDFC Life) through customer-centric selling and upselling strategies. Skilled in delivering exceptional client experiences, conducting in-depth needs analysis, and managing end-to-end service processes. Highly adaptable, with strong interpersonal skills and a proven ability to thrive in dynamic, fast-paced environments including retail (Victoria’s Secret), hospitality (Lansdowne Club), and healthcare. Holds a Master’s in Management from Brunel University London and Level 3 Diploma in Health & Social Care.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sales Associate
Victoria's Secret
London
09.2023 - Current
- Delivered exceptional customer service, consistently engaging with 50+ customers per shift and fostering lasting relationships, which boosted customer retention and brand loyalty.
- Drove £15,000 in daily sales, consistently surpassing personal sales targets by 20% through expert product knowledge, persuasive upselling, and cross-selling techniques.
- Maintained a deep understanding of lingerie, beauty, and accessories, providing expert guidance to customers and effectively promoting seasonal product launches to drive sales.
- Conducted 15–20 professional bra fittings per day, increasing fitting room conversion rates by 25% and enhancing customer experience and satisfaction.
- Collaborated with a team of 10+ to create a positive work environment, streamline store operations, and improve overall workflow efficiency, leading to a smoother sales process and better team dynamics.
- Processed 60+ transactions per shift, with a focus on accuracy, handling returns, and promoting store offers and loyalty programs, contributing to higher customer engagement and satisfaction.
- Supported inventory checks, loss prevention measures, and adhered to strict operational protocols, significantly contributing to shrink reduction and efficient store operations.
Business Analyst
7ven Oaks Limited
, London
05.2024 - 10.2024
- Conducted gap analysis of business requirements and product features, identifying the as-is and to-be states to define custom solutions and create Figma mock-ups, resulting in a 20% reduction in feature delivery time
- Collaborated with business stakeholders to prioritize business and functional requirements, manage scope changes, and assess impacts with the team, achieving a 25% increase in overall business value
- Led User Acceptance Testing (UAT) efforts by coordinating testing activities, developing test plans and cases, and collaborating with stakeholders to ensure delivered solutions met business requirements and user expectations, achieving a successful rollout with 98% user satisfaction
- Managed functional dependencies across business processes, ensuring seamless integration and reducing operational disruptions by 20%, improving workflow efficiency and minimizing downtime
- Created user stories and acceptance criteria, driving clarity in project scope, and ensuring alignment with project objectives.
- Led requirement-gathering sessions and interviews to elicit business needs for documentation, including business cases, feasibility studies, and cost-benefit analyses.
- Conducted interviews with subject matter experts to understand system functionalities and document System Requirement Specifications, analyzing operational procedures, which resulted in a 30% improvement in process efficiency.
- Crafted change management strategies to improve business readiness and ensure successful project implementation, achieving a 30% increase in user adoption, and a 25% reduction in resistance to change.
- Developed low-fidelity mock-ups and wireframes in Figma and Balsamic, ensuring the team's designs align with user requirements. This reduces design iteration time by 40% and significantly improves the product development lifecycle.
F& B Assistant
The Langdon Club Mayfair
, London
07.2022 - 08.2023
- Accurately took customer orders, managed dietary requirements, including vegan and allergen-sensitive meals, and provided tailored service to enhance guest satisfaction.
- Maintained high standards of cleanliness and hygiene across dining areas, including the Dining Room, Courtyard, and Banqueting spaces, in compliance with food safety protocols.
- Set up and maintained food and beverage stations before and during service, ensuring readiness and presentation aligned with club standards.
- Assisted with operational duties to support smooth service flow and team collaboration.
- Ensured workstations were clean, organized, and replenished throughout service hours, supporting overall efficiency and customer comfort.
Health Care Assistant
Chesham Leys- Fremantle Trust – Chesham
, London
05.2022 - 05.2022
- • Delivered high-quality, compassionate personal care to residents, including assistance with bathing, dressing, mobility, and meals, ensuring dignity, comfort, and independence were maintained at all times.
- • Developed strong, trusting relationships with residents and families by providing empathetic, person-centered care, contributing to an uplifting, and safe environment.
- Assisted with daily health checks, monitored vital signs, and reported concerns promptly to nurses and medical staff, supporting early intervention and resident well-being.
- Maintained accurate care records, followed safeguarding protocols, and ensured compliance with all health and safety regulations, and CQC standards.
- Worked closely with nurses, care managers, and fellow assistants to ensure smooth care planning and delivery, improving continuity of care, and overall team efficiency.
- Provided companionship and emotional support to residents, especially those living with dementia, reducing feelings of isolation, and enhancing quality of life.
- Trained in safe manual handling, use of mobility aids (hoists), and emergency procedures, ensuring both resident and staff safety.
Bancassurance Sales Advisor
HDFC Life Insurance Com Ltd
, India
03.2018 - 06.2021
- Acted as the primary point of contact for promoting HDFC Life Insurance products within the ICICI Bank branch network under the bancassurance model.
- Engaged with walk-in customers and existing account holders to assess insurance needs, and recommended suitable policies, including term plans, ULIPs, child education plans, and retirement solutions.
- Maintained a conversion ratio of 70% on leads generated from the bank’s portfolio, resulting in 30–40 policy closures per month.
- Conducted financial needs analysis to educate customers on the importance of life insurance, risk cover, and wealth creation strategies.
- Generated business worth over ₹50–70 Lakhs in annual premium income through direct and referral-based selling.
- Achieved 130–150% of monthly targets, contributing to the branch’s overall insurance revenue goals.
- Handled complete policy life cycle: documentation, login, issuance, servicing, and renewals, ensuring a 98% error-free process.
- Provided post-sales support, helping customers with claims, fund switches, premium payments, and policy upgrades.
- Coordinated with HDFC Life's backend team for underwriting, training, and policy tracking, ensuring smooth branch operations.
- Maintained daily sales reports and performance metrics using the CRM platform, helping improve pipeline accuracy by 25%.
Sales Advisor
ICICI Bank Ltd
, India
09.2013 - 12.2017
- Acquired and managed a client base of over 150+ retail customers, successfully converting 85% of leads into active accounts through field visits and referral networks.
- Promoted and sold core banking products (savings accounts, credit cards, personal loans) resulting in a 20% increase in branch-level sales within the first 6 months.
- Cross-sold financial products including fixed deposits, insurance, and mutual funds, contributing to 25% of the monthly cross-sell target.
- Ensured 100% compliance with KYC/AML norms, maintaining zero audit errors and accurate documentation for all new accounts opened.
- Provided end-to-end banking assistance, resulting in a 95% customer satisfaction score, based on feedback surveys.
- Consistently achieved 120–135% of monthly sales targets for six consecutive months through strategic customer engagement and follow-ups.
- Used CRM tools to track and update sales activities, increasing sales process efficiency by 30%.
- Participated in on-ground sales campaigns and financial literacy drives, helping increase walk-in customer traffic by 15%.
Education
Master of Science - Management
Brunel University
Uxbridge, London09-2022
Skills
- Customer Relationship Management (CRM)
- Life Insurance Sales & Banking Products
- Retail Sales & Visual Merchandising
- Cross-Selling / Upselling Techniques
- Bra Fitting & Customer Engagement
- Data Analysis and Process Mapping Requirement
- Requirement Gathering (BA Experience)
- Health & Social Care Support
- Complaint Handling & Communication
- Team Collaboration & Training support
- UAT Testing and Change Management in Microsoft Office
- Figma, Balsamic, SPSS
Accomplishments
Achieved 130–150% of sales targets at HDFC Life for three consecutive quarters
Closed 30–40 insurance policies per month, generating over ₹70 lakhs in annual premium income
Surpassed daily sales target at Victoria’s Secret by 20%, contributing to £15,000 in daily store revenue
Managed 150+ banking clients at ICICI Bank with an impressive 85% lead-to-sale conversion rate
Conducted 15–20 expert bra fittings daily, boosting fitting room conversion rates by 25%, and enhancing customer satisfaction
Awarded “Top Performer of the Quarter” at HDFC Life for consistent sales success and client retention
Coordinated UAT with a 98% success rate, contributing to a smooth product rollout and improved user satisfaction.
Certification
Virtual Internship in Financial Service & Consulting Bright Internship Network
Health and Social Care Level 3 Diploma
Level 2 Award in Food Safety for Catering
Timeline
Business Analyst
7ven Oaks Limited
05.2024 - 10.2024
Sales Associate
Victoria's Secret
09.2023 - Current
F& B Assistant
The Langdon Club Mayfair
07.2022 - 08.2023
Health Care Assistant
Chesham Leys- Fremantle Trust – Chesham
05.2022 - 05.2022
Bancassurance Sales Advisor
HDFC Life Insurance Com Ltd
03.2018 - 06.2021
Sales Advisor
ICICI Bank Ltd
09.2013 - 12.2017
Master of Science - Management
Brunel University
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