Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Deepali Pandey

Deepali Pandey

Summary

Experienced leader with Lean Six Sigma Green Belt. Drives operational excellence, reducing response times by 20% and elevating CSAT scores. Implemented CRM strategy, boosting customer retention by 25% and satisfaction by 15% in Hotel PMS sector.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant Manager- Customer Support

Hotelogix India Pvt Ltd
01.2021 - 12.2023
  • Led customer support team, enhancing morale and productivity through regular reviews and collaboration with QA and management.
  • Developed and executed new hire training with a 95% success rate, ensuring compliance with service standards.
  • Managed workload distribution for chat and email, reducing response times by 20% and enhancing CSAT scores through efficient escalation handling.
  • Conducted performance audits and spearheaded process improvements, significantly increasing operational efficiency and customer satisfaction.
  • Fostered cross-departmental collaboration, expediting issue resolution and driving increased sales and customer retention.
  • Produced and shared detailed performance reports with management, supporting strategic decisions and operational enhancements.

Account Manager

Hotelogix India Pvt Ltd.
01.2020 - 12.2020
  • Conducted client training on Hotel PMS products to ensure full product comprehension and utilization.
  • Analyzed client needs to deliver tailored solutions, ensuring adherence to control efficiencies and service agreements.
  • Developed and led a CRM strategy that increased customer retention by 25% and customer satisfaction by 15% within the Hotel PMS sector.
  • Drove user engagement and reduced churn through strategic up-selling and cross-selling of integrated services, including payment gateways and third-party tools.
  • Collaborated with the product development team to refine offerings based on client feedback, enhancing service value.

Shift Lead- Customer Relations Executive Team

Hotelogix India Pvt Ltd
10.2018 - 12.2019
  • Led a team of 6 chat/email representatives, enhancing team efficiency and productivity through active monitoring and feedback.
  • Anticipated team needs and delivered outstanding support, improving service levels.
  • Conducted training for new personnel on company operations, policies, and services, and continuously updated team members on best practices and new product features.
  • Swiftly investigated and resolved customer inquiries and complaints, consistently achieving high customer satisfaction ratings.

Customer Relation Executive

Hotelogix India Pvt Ltd
09.2016 - 09.2018
  • Provided exceptional customer service by utilizing in-depth product knowledge to create positive experiences.
  • Collaborated with third parties to resolve discrepancies and develop effective solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Stayed updated on product and service changes to ensure accurate assistance.
  • Responded proactively to rapid changes and swiftly resolved customer inquiries to enhance satisfaction.

Guest Relation Executive

Fraser Suites
07.2013 - 10.2015
  • Served as the primary contact for VIP and regular guests, orchestrating luggage storage and delivery, and managing front desk operations.
  • Directed staff to efficiently handle individual guest needs and resolve issues, enhancing guest experiences across reception and lounge areas.
  • Proactively addressed complaints and requests, maintaining high satisfaction levels through attentive service and complimentary offerings.

Front Office Associate

Fraser Suites
06.2012 - 06.2013
  • Greeted arrivals, confirmed details, and managed payment processes, ensuring a smooth check-in experience.
  • Liaised with housekeeping and maintenance to quickly address and resolve guest requests and issues.
  • Collaborated with team members to provide comprehensive guest services from check-in to check-out, including making external reservations and arranging tours.
  • Employed quick-response tactics and dynamic service skills to enhance guest relations and improve retention rates.

Receptionist

Parkland Retreat
06.2011 - 05.2012
  • Managed a multi-line phone system to handle inquiries, transfer calls, and relay messages to appropriate personnel.
  • Utilized internal software IDS to enter and update customer data, process reservations, and manage check-ins and check-outs.
  • Provided a welcoming presence at the front desk, engaging guests in pleasant conversations during check-in.

Education

Bachelor of Science - Hotel Management

Institute of Hotel Management, Gwalior

Skills

  • Leadership and Team Management
  • Advanced Customer Service Excellence
  • Expertise in Performance Management and Process Audits
  • Training and Development
  • Enhancing Operational Efficiency
  • Effective Collaboration and Communication
  • Strategic Planning and Data-Driven Reporting
  • Sales Enhancement and Customer Rapport Building
  • Advanced Problem-Solving Techniques
  • In-depth Knowledge of Products and Services
  • Lean Six Sigma Methodologies for Continuous Improvement

Certification

Certified Lean Six Sigma Executive Green Belt- Henry Harvin Education

Timeline

Assistant Manager- Customer Support

Hotelogix India Pvt Ltd
01.2021 - 12.2023

Account Manager

Hotelogix India Pvt Ltd.
01.2020 - 12.2020

Shift Lead- Customer Relations Executive Team

Hotelogix India Pvt Ltd
10.2018 - 12.2019

Customer Relation Executive

Hotelogix India Pvt Ltd
09.2016 - 09.2018

Guest Relation Executive

Fraser Suites
07.2013 - 10.2015

Front Office Associate

Fraser Suites
06.2012 - 06.2013

Receptionist

Parkland Retreat
06.2011 - 05.2012

Bachelor of Science - Hotel Management

Institute of Hotel Management, Gwalior

Similar Profiles

CREATE PROFILE
Deepali Pandey