Dilpreet Singh Babra
Massapequa,USA
Summary
Results-oriented professional with over ten years of experience in the travel industry and federal government operations. Expertise in leading high-performing teams and managing customer service and operations in secure environments. Proven ability to streamline workflows, ensure compliance with regulatory standards, and leverage IT systems for enhanced service delivery. Holds an active Top Secret Clearance.
Overview
13
13
years of professional experience
Work History
Section Lead
New York Passport Agency (CGI Federal)
New York
01.2024 - 04.2025
- Lead a team of passport support associates in a high-security federal environment
- Manage and oversee the end-to-end passport book printing process ensuring accuracy, quality control, and timely production
- Responsible for scheduling, daily operations, and performance management of team
- Conduct audits and ensure compliance with federal passport procedures
- Assist in escalated applicant issues and ensure superior customer service
- Coordinate closely with upper management and federal officers on operational improvements and workflow management
Cashier Supervisor
New York Passport Agency (CGI Federal)
New York
02.2024 - 12.2024
- Oversaw daily cashiering operations including end-of-day reconciliation
- Trained new cashiers and monitored transaction accuracy
- Maintained cash handling compliance and prepared daily financial reports
Passport Support Associate
New York Passport Agency (CGI Federal)
New York
01.2024 - 02.2024
- Interfaced with passport applicants at Agency/Center Information and Will-Call counter
- Reviewed passport applications, photographs, identification, and supporting documents for completeness
- Ensured compliance with passport standards and provided fee information
Supervisor
Fareportal Inc
New York
09.2017 - 09.2022
- Managed floor agents and handled call escalations
- Supervised ticket payment processing per PCI guidelines
- Delivered team targets including service levels, quality, and productivity
- Provided training, coaching, and mentoring
- Monitored calls and generated daily performance reports
- Collaborated on process improvements based on customer feedback
Sr. Customer Relationship Executive
Fareportal Inc
India
01.2014 - 05.2016
- Proficient in CRS/GDS systems and e-travel platforms
- Handled bookings, quality control, and delivery deadlines
- Applied technical knowledge to maximize customer value
- Promoted ancillary services (hotels, cars, valet parking)
- Supported team sales targets through planning and training
Account Manager
Encore Capital Group
07.2012 - 01.2014
- Assessed consumers' payment ability and negotiated payment plans
- Maintained documentation and compliance with FDCPA
- Handled high volumes of inbound/outbound calls
- Developed and delivered training programs
Education
Bachelors of Commerce -
Delhi University
India01.2014
Skills
- Team leadership and collaboration
- Customer service excellence
- Effective communication
- Microsoft Office and Adobe proficiency
- Organizational skills
- IT troubleshooting and data management
- Operational improvement
- Regulatory compliance
- Quality control
- Conflict resolution
- Training delivery
- Process optimization
Languages
- English
- Hindi
- Punjabi
Timeline
Cashier Supervisor
New York Passport Agency (CGI Federal)
02.2024 - 12.2024
Section Lead
New York Passport Agency (CGI Federal)
01.2024 - 04.2025
Passport Support Associate
New York Passport Agency (CGI Federal)
01.2024 - 02.2024
Supervisor
Fareportal Inc
09.2017 - 09.2022
Sr. Customer Relationship Executive
Fareportal Inc
01.2014 - 05.2016
Account Manager
Encore Capital Group
07.2012 - 01.2014
Bachelors of Commerce -
Delhi University
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