Dimple Parmar Email & Phone Number

Toronto, Ontario, Canada

Involvement in committees within the organization: - Digital Insiders - Social Committee - Learning Practitioner Community of Practice - Winning Culture Committee

Toronto, Ontario, Canada

• Collaborated with divisional leadership, legal counsel, media, privacy office and other specialized units to create an action plan for contentious and time sensitive customer and employee concerns. Worked with senior.
• Created and managed new hire orientation guide and job aids
• Designed and implemented five-day training workshop for senior support staff
• Participated in stakeholder reviews for products/services and internal communication
• Managed projects to support learning and training programs
• Applied strong critical thinking and negotiation skills during conversation with lines of business within the company

Naccc

• Specialized in keying and adjuticating loan and mortgage applications for customers
• Communicated next steps in documentation process with peers to ensure smooth CCC/Branch transition
• Maintained up to date knowledge about workflow and processes using BMO intranet to ensure timelyand accurate turnaround for client
• Utilized BMOs intranet site to access policies and procedures to inform client of next steps in fulfillmentprocess, ensuring a smooth customer experience from NACCC to other BMO lines of business
• Provided BMO’s Blue room with ideas to improve customer experience and report any underlyingissues with existing and newly implemented digital channels
• Organized team outings, celebrations, statutory holiday decorations and birthdays

• Utilized listening and communication skills in order to understand the underlying issues to customerconcerns then, providing effective solutions
• Identified sales opportunities upon effectively solving customer concerns in order to strengthen clientsrelationship with BMO
• Provided maintenance and support to all BMO personal banking customers with inquiries aboutbalances, transactions, web site navigation, products, services, investment planning, loans andmortgages

• Provided support to a pilot team of Everyday Banking agents, to be trained on programs such as TSYS,in order to become Universal Banking Associates
• Assisted in creating and presenting important information regarding major process
• Supported and encouraged employees to manage their learning in order to maximize their potential,develop skills and improve performance
• Created presentations outlining new methods of improving customer experience under pressure andhelped implement new strategies through coaching employees

Little Learners Tutoring

• Informed current and potential customers about tutoring services daily in person and over the phone
• Implemented marketing and advertising solutions with the use of social media to attract new customers
• Professionally interacted with and served diverse groups of clients with different needs through socialmedia and provided solutions for individual customer concerns through direct messaging
• Created processes and procedures to ensure smooth and consistent customer and employee interactions

Honours Bachelor Of Arts (Hba), Communication, Culture, Information And Technology (Cct & Mgd)

Honours Bachelor Of Arts (Hba), English Language And Literature, General

Digital Communications, Marketing, Advertising, Webdesign