Microsoft Office
Baptist De Souza
Client Success And Relationship Manager
Pune
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Dynamic Client Relationship and Success Manager with 12 years' experience in service roles for Hotels and Hospitality organizations.
Driving top-quality customer experience and satisfaction through deploying voice of the client (VOC) expertise. Building and retaining long-term relationships by establishing positive, productive and routine communications.
Expert in increasing productivity and customer satisfaction while driving revenue and profitability for clients. Management professional with track record of effective team leadership and operational oversight. Consistently achieves goals through collaborative efforts and adaptability to changing demands. Skilled in conflict resolution, process improvement, and fostering positive work environment.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
5
5
Languages
Work History
Assistant Manager, Enterprise Client Support Opera
IDeaS A SAS Company
Pune, MAHARASHTRA
06.2024 - Current
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
Client Relationship and Success Manager
IDeaS A SAS Company
Pune
04.2019 - 05.2024
- Responsible for resolving client business and decision issues directly with client via portal, phone or other communication method.
- Key responsibility includes making clients successful with help of automated revenue management solutions on offer and continuous use of system to leverage profitability.
- Regular engagement with key Clients like Four Seasons Hotels, Scandic Hotels, Belmond Hotels, Oberoi Hotels and Resorts, Kempinski, Orascom, Premier Inn and Travelodge.
- Resolving both operational and technical challenges with key focus on Total Revenue Management and Bottom Line Management.
- Addressed and resolved client complaints and issues to improve satisfaction.
- Adhered to sales contract agreements and high-quality service delivery by coordinating with Technology team and leveraging productive and open client communications.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Resolved problems with high-profile clients to maintain relationships and increase return customer base.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Retained updated knowledge of market competition and related offerings to generate preference for G3 RMS Solutions.
Sr. Associate Hospitality Revenue Optimization Analyst and Hospitality Revenue Optimization Analyst
IDeaS A SAS Company
Pune
07.2016 - 03.2019
- Analyzing data from client systems to check for accuracy of forecasts and make necessary adjustments to forecasts when appropriate tools available.
- Resolving any business issues for client including questions on business practices, system configuration, and system usage and monitoring.
- Interacting directly with clients via appropriate method and support Client Relationship Managers, Sales Managers and Account Managers.
- Documentation of new processes and update existing documentation to keep it current.
- Training new and existing personnel on current processes and procedures.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Improved client satisfaction by quickly and effectively addressing inquiries and complaints.
- Analyzed customer data to identify trends and anticipate customer needs.
Customer Success Executive
Hotelsoft Inc.
Bangalore
06.2015 - 07.2016
- Providing Remote Revenue Management to two hotels in New York.
- Fully Managing Inventory and Revenue for a new Hotel in Bangalore, also assisting in setting up hotel across Booking engine, Online Travel Agents, GDS’s and Building RFP’s.
- Independently Onboarding new properties, testing new features and existing operation environment of RMS of company for chain in Hawaii with 20 odd hotels currently active.
- Also overlooking Rateshop activity for same hotel chains.
- Creating User stories for PMS, RMS, Rateshop and CRS products of the company.
- Briefly key member in the sales support to promote the product in international markets.
- Prepared training documents for various hotel familiarization for the Dev and Tech team.
- Creating and maintaining SOP for various operations within the company.
- Working across PMS’s like Opera, RoomMaster, RDPWin, WinHMS, Protel, Fidelio and the like.
- Familiar with tech tools like Valentina Studio for SQL and JavaScript.
- Also working with other record and progress keeping software and programs like Trello, GitHub, JIRA and communication tool Slack.
- Worked with Just in Mind tool to create UI for all the product simulation creation and communicating hotel requirements to Dev and Tech team.
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports, and access.
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
- Identified trends and assessed opportunities to improve processes and execution.
- Collaborated with back-office team members to facilitate seamless business execution.
- Located bottlenecks to streamline existing processes.
- Identified opportunities to expand or shift course to take advantage of changes in market.
Assistant Revenue Management
Oberoi Hotels And Resorts
Mumbai
08.2012 - 05.2015
- Assisting in ensuring optimum utilization of room inventory with effective forecasting and monitoring competitor performance.
- Managing all revenue and inventory management programs namely IDeaS, Rate Tiger Allocator, Global Distribution System, Online Travel Agents, and Trust.
- Maintaining group tracker to ensure maximum materialization of leads.
- Periodical report preparation to analyze and maximize revenues along with improved strategies.
- Assisting in developing various packages across seasons to boost sales and tracking performance regularly.
- Software and Operating systems: Worked on Windows OS, Opera the property management system (PMS), Micros, Oasis and MS Office and Vision.
- Assisted in preparation of presentations, data tables and other documents for investor meetings.
- Created and maintained precise and accurate models, charts and reports.
- Tracked prices, yields and other trends to correctly interpret impacts on investment programs.
Front Office Assistant
The Oberoi And Trident Hotels
Mumbai
06.2011 - 08.2012
- Primary tasks included assisting guests in checking-in and out of the hotel, familiarizing guests with hotel facilities assigning rooms, handling general and special guest requests on the counter and over the phone, porter assistance, coordinating group reservations, filing and maintaining records, report making, data management, store requisition, making reservations while focusing to exceed guest expectation every time and confirming to the LQA and The Oberoi Standards.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- I was solely responsible for sale at Tijori (the in-house boutique at the hotel) for a period of 2 months.
- Responded to inquiries from callers seeking information.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Provided clerical support, addressing routine, and special requirements.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Volunteered to help with special projects of varying degrees of complexity.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Trained and supervised employees on office policies and procedures.
- Professional achievements include: Rated outstanding in the annual appraisal 2015, 2014 and 2013.
- Periodical recognition by guests for exceptional services and awarded as employee of the month in March 2012.
Education
Post Graduate Diploma - International Business
Welingkar Institute of Management Studies
Mumbai 01.2012 - 04.2014
BBA - Management Studies
Mumbai University
Mumbai 04.2008 - 04.2011
Skills
Team leadership and collaboration
Certification
German language from Goethe Institute Mumbai (A1 Level)
Accomplishments
- Documented and resolved Client issues which led to Relationship and Retention
- Collaborated with cross functional teams namely Technology and Product team to deliver custom solutions for Client Business Need.
- Used Microsoft Excel to develop performance tracking spreadsheets for clients.
- Achieved client and user assurance in the Product offering by completing benefits measurements with accuracy and efficiency.
Software
Salesforce
Opera and other Hotel PMS
SQL
Client Relationship and Retention
Hotel Revenue Management Solutions
Interests
Hospitality
Automobiles
Timeline
Assistant Manager, Enterprise Client Support Opera
IDeaS A SAS Company
06.2024 - Current
Certified in Hospitality Business Acumen (CHBA) from HSMAI
01-2021
Certification in Hotel Industry Analytics (CHIA) from AHLEI
01-2020
Client Relationship and Success Manager
IDeaS A SAS Company
04.2019 - 05.2024
Certified Revenue Management Executive (CRME) from HSMAI
01-2019
Sr. Associate Hospitality Revenue Optimization Analyst and Hospitality Revenue Optimization Analyst
IDeaS A SAS Company
07.2016 - 03.2019
German language from Goethe Institute Mumbai (A1 Level)
01-2016
Customer Success Executive
Hotelsoft Inc.
06.2015 - 07.2016
Assistant Revenue Management
Oberoi Hotels And Resorts
08.2012 - 05.2015
Post Graduate Diploma - International Business
Welingkar Institute of Management Studies
01.2012 - 04.2014
Front Office Assistant
The Oberoi And Trident Hotels
06.2011 - 08.2012
BBA - Management Studies
Mumbai University
04.2008 - 04.2011
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