Amal CS
Bengaluru
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Dedicated and adaptable professional with a proactive attitude and the ability to learn new systems quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CRM Support Analyst
Toedt Dr Selk Coll Gmbh
Dubai
05.2023 - 11.2024
- Developed and maintained strong relationships with key clients to ensure satisfaction and loyalty.
- Conducted user testing with customers to assess usability of CRM interface.
- Collaborated with product development teams to share customer feedback and drive product improvements.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Resolved technical issues identifying solutions and providing technical support by phone, email and Ticketing system.
GSO - Reservation and Communication Center
Andaz Dubai The Palm (Hyatt Hotels Corporation)
11.2021 - 02.2023
- Developed and maintained positive relationships with guests for satisfaction.
- Managed communication center, Answered incoming phone calls,Emails,Chats and addressed questions,concerns from customers and Travel Partners.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Developed friendly rapport while led conversations to bookings,Loyalty programe enrollments and upsold rooms contributed to additional revenue generation.
- Managed and closed simple calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking portals, inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing,Set up correct billing accounts as well as managed payment link requests,Refunds according to the process in place.
- Assisted management in launching new communications integrations (Zingle and Hotsos) provided feedback and recommendations for the process improvements.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Reservation Executive (Internal Promotion)
Marriott International (Courtyard by Marriott Hebbal)
10.2021 - 11.2021
- Maximized revenue by turning simple inquiries into reservations.
- Managed inventory and Data cleanliness according to Global standards
- Collaborated with inter departments personnel to convey guest needs and achieve smooth arrivals and guest satisfaction
- Assisted sales team in RFP,Negotiated group rates,identify and acquire new Contracts with corporate accounts,Travel agents, national sales to meet budget and property goals
- Documented all customer and booking information in salesforce powered Empower reservation tool and MARSHA
- Responded quickly to telephone, email, online and in-person requests,queries both internally and eternally to resolve guest/ client concern to ensure loyalty and provide excellent customer services
- Informed corporate clients with essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Monitored and recorded average rates, business on board, daily pick up, No-show and cancellation generated reports for higher management (GM,Sales and Revenue)
- Configured rates, raised tickets, acted as subject matter expert in reservation technology.
- Handled new hires and trained associates
Reservation Associate (Multi-property)
Marriott International (Fairfield By Marriott Sriperumbudur & OMR )
08.2019 - 07.2021
- Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
- Recommended appropriate room type by identified guests, client, reservation needs.
- Closes all reservation requests, processed all reservation requests, changes and cancellations received by phone or email in a timely manner.
- Launched Salesforce powered reservation application in two properties
- Audited corporate contracts and assisted sales team on contract renewals and ensured systems are updated as per the contracts.
- Coordinated with revenue and marketing team on launch of new packages and promotions configured the same on various revenue management systems and delivered reports on productivity
- Accommodated special request, resolved internal and external queries on special rate, guarantee, cancellation policies, reservation types and followed proper escalation procedures whenever necessary
- Facilitated meetings and discussions between client and sales team.
Front Office & Reservation Executive (Pre-opening)
Contour Island Resort & Spa (Internal Transfer to new project)
11.2018 - 08.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance (in person,over email and phone)
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Liaised with Axis rooms on property onboarding in all online platforms and inventory management
- Handled brand website creation and Google business listing
- Managed Front office, Guest relations and Reservation operations and system installation and integration.
- Handled visitors, group arrivals, property activities and Managed travel arrangements for guest and project team.
- Maintained well-organized and efficient front office with stocked supplies to meet expected demands.
- Led Front office team, hiring, training on various systems (property management system, bureau of immigration and foreign registration)
- Worked flexible hours across night, weekend and holiday shifts as part of pre-opening project team
Front Office Executive
The Woods Resorts
08.2015 - 10.2016
- Oversaw front office activities and operations, served as first point of contact, greeted, welcomed guests and visitors,handled check in, check outs.
- Handled telecommunications, property management systems, foreigner registration and trained new hires
- Monitored daily arrivals and provided orientation to the guest, visitors about property facilities and activities
- Coordinated with internal departments to ensure guest satisfaction
- Arranged transportation, (flight, train car) accommodation and sight-seeing
- Planned and implemented promotional activities to increase customer satisfaction.
- Coached and developed associates to improve soft skills and recovery techniques.
Education
Master of Arts - Travel And Tourism Management
University of Calicut (Pazhassiraja Collage)
India04.2018
Bachelor of Arts - Travel And Tourism Management
University of Calicut (Pazhassiraja Collage)
Pulpally04.2015
Diploma - Airport Handling And Customer Felicitation
Kerala Institute of Tourism And Travel Studies
Thalassery04.2012
Skills
- Proficient in Jira Ticketing while customer support request were addressed according to SLA's
- Technical support
- Team collaboration
- Account updates
- Client onboarding
- Project management
Accomplishments
- Achieved KPI reservation (May, August, December 2022 & January 2023) - Andaz Dubai The Palm
- Collaborated with manager on implementation of two communication software integration
- Introduced empower reservation for two Marriott Hotels
Certification
- Administrative Professional foundation Training -Linkedin
- Soft skills for Sales Professionals -Linkedin
Additional Information
Reference : Available upon request
Languages
6,6,6,6
Timeline
CRM Support Analyst
Toedt Dr Selk Coll Gmbh
05.2023 - 11.2024
GSO - Reservation and Communication Center
Andaz Dubai The Palm (Hyatt Hotels Corporation)
11.2021 - 02.2023
Reservation Executive (Internal Promotion)
Marriott International (Courtyard by Marriott Hebbal)
10.2021 - 11.2021
Reservation Associate (Multi-property)
Marriott International (Fairfield By Marriott Sriperumbudur & OMR )
08.2019 - 07.2021
Front Office & Reservation Executive (Pre-opening)
Contour Island Resort & Spa (Internal Transfer to new project)
11.2018 - 08.2019
Front Office Executive
The Woods Resorts
08.2015 - 10.2016
Master of Arts - Travel And Tourism Management
University of Calicut (Pazhassiraja Collage)
Bachelor of Arts - Travel And Tourism Management
University of Calicut (Pazhassiraja Collage)
Diploma - Airport Handling And Customer Felicitation
Kerala Institute of Tourism And Travel Studies