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 leadership to analyze and sort data to support innovative training programs for employees. • 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• Prepared complex executive summaries to support continued learning and development• Provided recommendations to improve internal operational processes, and tracked progress for divisional leadership and specialized units• Participated in multiple initiatives to share innovated ideas to improve employee experience• Managed internal employee feedback site

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• Encouraged team support and participation by maintaining a positive attitude and including all team members in decisions regarding team outings and celebrations

• 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