DINESH SINGH RAWAT
Gurgaon
Summary
Results-oriented and self-motivated team leader with over 6 years of experience in scheduling, process improvement, operations management, and logistics management. Demonstrated ability to deliver exceptional results through collaboration, teamwork, and innovative thinking. Strong problem-solving and communication skills with a proven focus on delivering excellent customer satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Operations Specialist
TBO.com
Gurgaon
01.2025 - Current
- Managed end-to-end travel operations including booking, coordination, fulfillment, and post-sales support for B2B clients.
- Managed domestic and international travel queries for flights, hotels, holiday packages, and ancillary services, ensuring comprehensive support for clients.
- Coordinated with suppliers, vendors, and internal teams to ensure timely confirmations and smooth service delivery.
- Addressed customer escalations and operational issues, enhancing service quality and client satisfaction through effective resolutions.
- Executed amendments, cancellations, refunds, and reissuance of tickets with precision, ensuring compliance with company policies.
- Prepared reports, maintained records, and supported compliance and quality audits.
Operations Specialist
International SOS
New Delhi
02.2024 - 09.2024
- Plan and coordinate the full range of services for clients, provide security, travel and medical advisory.
- Delivered operations and logistics expertise to ensure effective fulfillment of client requests for assistance.
- Coordinated timely communication of logistical arrangements to all stakeholders.
- Collected and addressed customer feedback to enhance quality, promptly resolving service issues.
Customer Support and Quality Analyst- Group Leader
Cashify
Gurgaon
02.2021 - 11.2023
- Led team of 14 in delivering comprehensive customer support, enhancing service delivery.
- Fostered strong relationships with clients by maintaining open lines of communication and delivering exceptional service quality, leading to increased customer satisfaction rates.
- Resolved customer complaints with strong verbal and negotiation skills.
- Monitored team performance, identifying opportunities for productivity enhancements.
- Trained new team members by relaying information on company procedures and safety requirements.
- Escalated unresolved issues promptly to appropriate internal teams for resolution.
Sr. Front Desk Associate (Duty Manager)
Marriott International (JW Marriott)
01.2019 - 01.2020
- Led operations management of multiple departments, overseeing ~25 staff to ensure seamless service delivery.
- Blocking and coordinating the guest room assignments to maximize room revenue and efficiencies based on guest arrival and departure patterns.
- Administered hotel policies consistently, executing disciplinary procedures and documentation to maintain compliance with operational standards.
- Participated in meetings with hotel management, contributing to discussions on performance metrics and strategies for operational improvements.
Guest Service Associate
Courtyard By Marriott Gurugram Downtown
Gurugram
10.2017 - 01.2019
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding their way around property.
- Resolved guest complaints professionally, ensuring satisfaction and loyalty.
- Handled reservation systems to accurately manage bookings and cancellations.
Education
MBA - Operations Management
NMIMS University
Mumbai12-2024
Masters of Tourism and Travel Management -
IGNOU
New Delhi, India06-2021
Bachelor of Hotel and Hospitality Management -
KIHM
Dehradun, India06-2018
Skills
- Operations management
- Logistics Management
- Vendor & supplier management
- Workflow Planning
- Process Analysis
- Advanced MS - Excel
- Decision-Making
- Problem solving
- Team management
- Travel logistics
Hobbies and Interests
- Travelling
- Dancing
- Cooking
Personal Information
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Languages
- Hindi
- English
- Hindi
Accomplishments
- Awarded the CSAT award for Q4'22 at Cashify for exemplary customer experience.
- Awarded the organization's Employee of the Quarter in Q1'23 at Cashify.
- Successfully completed the Marriott International Executive Development Program.
- Awarded as the highest upseller during Marriott service.
- Achieved the Guest Voice Goals at Marriott.
Training
Industrial Training in several departments of 'The Westin Pune', 02/2017 - 06/2017
Timeline
Senior Operations Specialist
TBO.com
01.2025 - Current
Operations Specialist
International SOS
02.2024 - 09.2024
Customer Support and Quality Analyst- Group Leader
Cashify
02.2021 - 11.2023
Sr. Front Desk Associate (Duty Manager)
Marriott International (JW Marriott)
01.2019 - 01.2020
Guest Service Associate
Courtyard By Marriott Gurugram Downtown
10.2017 - 01.2019
MBA - Operations Management
NMIMS University
Masters of Tourism and Travel Management -
IGNOU
Bachelor of Hotel and Hospitality Management -
KIHM