Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Binny Malik

Binny Malik

Gurgaon,Haryana

Summary

Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Senior Customer Care Professional

American Express
Gurgaon, India
01.2022 - 06.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Communicated with clients regarding account services, statements, and balances.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Logged call information and solutions provided into internal database.

Process Developer

Genpact India Pvt. Ltd.
Gurgaon, India
07.2019 - 10.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Recorded account information to open new customer accounts.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Front Office Executive

Holiday Inn Hotel
New Delhi, India
10.2017 - 02.2019
  • Taking care of arrivals and departures
  • Making C-Form and maintaining the records
  • Attending all calls and answering them with all appropriate phrases
  • Maintaining cash register shift wise
  • Guest escorting
  • Room Assignment
  • Currency Exchange
  • PMS(Opera-full service)
  • Batch Closing
  • Delivering requested items to guest rooms
  • Training new joiners and making them familiar with front desk operations

Front Office Supervisor

Crowne Plaza Hotel
Gurgaon, India
12.2015 - 05.2017
  • Greeted all guests in a timely manner, following hotels protocols and ensuring issues were resolved.
  • Checked guests in and out of te hotel, noting special and request and room requirement.
  • Coordinated across hotel departments, including security and housekeeping, to handle requests
  • Answered guest questions about hotel amenities and provide information about local attractions.

Guest Relations Officer

Crowne Plaza Hotel
Gurgaon, India
08.2013 - 10.2015
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Greeted guests upon arrival and offered assistance.
  • Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
  • Surveyed guests to check for areas in need of improvement.

Education

Bachelor of Commerce -

Shobhit University
04.2011 - 03.2014

12th Grade -

Rotary Public School
04.2009 - 03.2010

10th Grade -

Guruharkrishan Public School
04.2007 - 03.2008

Skills

Exceptional Customer Serviceundefined

Accomplishments

  • Awarded for highest up-seller
  • Highest enroller in loyalty program
  • Recognised by guests on social media and hotel's survey.

Timeline

Senior Customer Care Professional

American Express
01.2022 - 06.2022

Process Developer

Genpact India Pvt. Ltd.
07.2019 - 10.2021

Front Office Executive

Holiday Inn Hotel
10.2017 - 02.2019

Front Office Supervisor

Crowne Plaza Hotel
12.2015 - 05.2017

Guest Relations Officer

Crowne Plaza Hotel
08.2013 - 10.2015

Bachelor of Commerce -

Shobhit University
04.2011 - 03.2014

12th Grade -

Rotary Public School
04.2009 - 03.2010

10th Grade -

Guruharkrishan Public School
04.2007 - 03.2008

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Binny Malik