Ashwani Pal

• Managed end-to-end client onboarding and follow-up workflows using CRM tools (Runo), improving client engagement by 40% over three months.
• Built and maintained structured relationships with over five new dealer accounts through targeted outreach, product demonstrations, and consultative selling.
• Maintained accurate CRM records, enabling data-driven tracking of lead status, conversion rates, and account health metrics.
• Identified upsell opportunities across the existing dealer network, resulting in 2 additional SKU listings within the quarter

• Facilitated 100+ hotel booking confirmations daily, resolving 90–95% of customer queries within SLA while maintaining high service

standards.

• Processed 50+ booking amendments per day (date changes, room upgrades, name corrections) to support seamless customer experiences.

• Hotel Booking Reconfirmation Operations: Ensuring the smooth operation of hotel bookings, reconfirming reservations, and addressing any

issues that may arise with bookings.

• Handling Customer Issues: Dealing with customer concerns such as sold-out situations, payment problems, room type discrepancies, etc.,

and resolving them effectively.

• Language Proficiency: Proficiency in both Hindi and English languages to communicate with customers and handle their inquiries or issues

effectively.

• Providing Genuine Customer Care: Building strong customer relationships by genuinely caring for their needs and concerns.

• Informing Special Requests: Communicating special requests such as late check-in, late check-out, bedding preferences, etc., to relevant

parties to ensure customer satisfaction.

• Handling any cases of booking cancellations or last-minute bookings.

• Supervised and guided a team of 8-10 customer service representatives, ensuring smooth service delivery and consistent achievement of team performance targets.
• Resolved 70+ customer queries daily, improving customer satisfaction and reducing escalation rates through effective problem resolution.
• Conducted Quality Assurance (QA) reviews and performance monitoring, leveraging data insights to identify improvement areas and enhance service quality.
• Ensured 100% compliance with operational policies and audit requirements, maintaining process accuracy and audit readiness.
• Evaluated team performance through regular feedback sessions, coaching, and performance tracking, leading to improved productivity and service standards.
• Managed customer enquiries and provided detailed information on services to enhance satisfaction.