Aastha Sharma

• Established clear goals for team members in regards to improving the overall guest experience.
• Developed and implemented customer service policies and procedures to ensure superior guest experience.
• Analyzed customer data to determine trends and opportunities for improved customer satisfaction.
• Provided guidance, support, and coaching to team members in order to improve their customer service skills.
• Monitored the performance of team members to ensure they are meeting customer service standards.
• Collaborated with other departments to resolve guest issues quickly and efficiently.
• Coaching on process improvement, the KPI on overall target, and performance.
• Skilled in all aspects of Organization Management, Process Management.
• Transformed dealership performance into flagship role effectively.
• Experienced in handling overall operations of organization and target management of Sales & Service.
• Experienced in designing, implementation, and tracking of action plans to ensure a smooth process in practice.
• Maintain Quarterly Internal Audits (Process Based) with Senior Managements Team.
• Train, supervise, and mentor a team of guest service associates to maintain high standards of service.
• Collaborate with other departments (housekeeping, maintenance, HR) to ensure a cohesive and high-quality guest experience.
• Develop and execute guest engagement programs and activities to increase guest retention and loyalty.

.

• Resolved escalated customer complaints in a timely manner.
• Conducted regular meetings with the customer service team to discuss progress towards goals and objectives.
• Performed quality assurance checks on calls handled by the team.
• Monitored performance metrics related to customer service operations.
• Developed training materials for new hires in the customer service department.
• Generated reports summarizing key performance indicators related to customer satisfaction.
• Interacted regularly with other departments such as marketing, sales, IT, finance.

• Managed document control activities including filing, archiving and retrieval of records.
• Analyzed statistical data to identify trends in product performance or process capability.

• Maintained accurate records of customer interactions and transactions.
• Collaborated with other departments to resolve customer complaints efficiently.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.