Delhi, India
A resilient and dedicated customer solutions expert with extensive experience in the Hospitality and SaaS industries. A problem solver, a solid team player with an outgoing and positive demeanor and proven skills in establishing long-term relationships with clients. An expert in leading a large team of people, general operations of an organization, office administration, monitoring, coordinating processes, and scheduling. I specialize in quality, speed, process optimization, cross-selling, upselling, client retention, and managing end-to-end operations. Articulate, energetic, result oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. My specialties: + Management Strategy + Customer, Partner, and Client Relations + Organizational Design + Process Improvements +Account Management +Product Adoption/Onboarding +Customer success - SaaS +Hotel Operations and Management +Hotel Event Management +Customer Relationship Management
*Managing and improving KPIs like NPS, CSAT, CES to provide a seamless customer experience. *Complaints management, Root Cause Analysis(RCA) of top complaints. *Actively resolving any concerns while adhering to the company policy and standards of behavior. *Gathering client requirements for future releases of the product using the Customer Listening System (CLS). *Real-time monitoring of the queues and ensuring SLAs are met. Ensuring the Turn Around Time (TAT) is followed to the T and the correct solution is provided within the designated time frame *Training, coaching, and mentoring employees on company standards and procedures, from handling a negative customer experience to properly interacting with clients while being professional and friendly.
*Led a team of 20 customer service representatives, ensuring exceptional customer service experience is offered at every interaction. *Ensuring the quality of products is at par with the service standards and the Standard Operating Procedures (SOPs) are followed *Doing a competitive set analysis. This analysis helps identify the main market players, determine their strategies to succeed, and identify resources our company could use to dominate the market. *Analyzing the hotel's figures in daily morning meetings through the Daily Sales Report (DSR) *Managed the online portals for the hotel like TripAdvisor, Make My Trip, Booking.com, etc.
*Monitor all inquiries for reservations and manage all communications with the clients for hotel rates and assist to increase revenue through upselling techniques *Develop and maintain effective professional relationships with all clients and provide assistance over the calls and in person *Analyzing all hotel functions, maintaining standards and recommending strategies to increase revenue for the hotel *Guided team members on hotel products, services, facilities, events, pricing, and policies to maintain a competent and transparent work environment. * Part of the core member team selected for Opera software configuration in Taj Group of Hotels *Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
*Ensure Outstanding customer care at all times. *Maintains a friendly, cheerful and courteous demeanour at all times. *Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. *Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. *Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
*Managed invoicing and rate negotiation for large clients, business guests, and group tours. *Seamlessly checked guests in and out, resulting in smooth operation *Initiated and implemented up selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.