Divya Viswanathan
New Delhi
Summary
Experienced professional with a strong background in technology-related roles. Proficient in software used in hotels, customer service, sales such as lead square, etc. Excelled in student training, enhancing team training, and developing good client relationships. Demonstrates exceptional problem-solving abilities and effective communication skills, contributing to significant project successes and customer satisfaction. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience while working professionally in hotels and BPO field both. Experienced in fast-paced environments and adaptable to last-minute changes. Manages under pressure and consistently earns high marks for work quality and speed. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Eager to learn more and more in life.
Overview
7
7
years of professional experience
Work History
Sr. Academic Counsellor
Univo Edtech ltd
Noida
08.2023 - 08.2024
- Welcoming the students onboard after getting enrolled in a program
- Handling the student's escalation
- Retaining the students to continue the program
- Assisting the students, and coordinating with course coordinators.
- Assist students through multiple channels ofsoftware such as lead square, Freshdesk, amizone.
- Cold and aggressive outbound Calling to the students
- Handling student's emails for their queries and documents across the globe
- Handling Inbound calls and queries
- Training the new employees on board
- Served as a mentor for newly hired academic counselors.
- Planned and conducted orientation programs and group conferences to promote the adjustment of individuals to new life experiences.
Voice Executive
TLC Digitech pvt ltd
New Delhi
01.2023 - 07.2023
- Accumulating Data from the Internet or competing hotels
- Cold and aggressive Sales Calling
- Demonstrate products to customers, explaining features and benefits.
- Employ effective sales techniques.
- Process transactions, ensuring customer satisfaction and handling objections, if they arise.
- Trying to achieve targets by challenging the situations.
- Helping converted sales with reservations for rooms, banquets, and restaurants in participating brand of Marriott hotels.
- Getting lead chains from the converted sale
- Support team members for their closing of the calls and training new team members about the products
Customer Care Executive and Subject Matter Expert (SME)
Teleperformance
Gurgaon
04.2021 - 12.2022
- Worked as an agent for 6 months and completing 7 months as an acting Team leader till date
- Such as update attendance and continuous Improvement in the team along with their regular KPIs are met
- Provide and help the team members to have the knowledge and be updated about the new updates regarding the SOPs in the process
- Handling customer's queries through Calls and chats
- Support team members in handling customer's requests and enquires to ensure a positive outcome is achieved
- Support team members to achieve the targets by the end of the day
- Used applications – Avaya, CRM, RTM, internal Walmart website to handle customer’s accounts
Social media customer executive
Aegis
Gurgaon
11.2020 - 02.2021
- Company Overview: formally known as Startek
- Handling Customer service through social media platform such as twitter, Facebook etc
- It was a blended process of chat through media live and outbound call
- Learned to use application such as avaya, sprinklr, internal application for handling Airtel Customer’s account
- Formally known as Startek
Business Development manager representing North India Region
Heinrich Private limited
11.2019 - 01.2020
- Researching about prospective accounts in target markets
- Pursuing leads and moving them through the sales cycle
- Developing quotes and proposals for prospective clients
- Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards
- Contacting potential clients to establish a business relationship and meet with them
- Develop new sales areas and improving sales through various methods
- Constant targeting on tender projects and aspired many metro and stadium projects
Guest Service Agent
Hilton Embassy Golf Links
Bangalore
04.2018 - 10.2019
- Handling the efficient operations of reception including check in/out procedures
- Support team members in handling guest requests and enquires to ensure a positive outcome is achieved
- Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from Guests and/or other departments
- Demonstrate a high level of customer service at all times
- Advise team of any special events or VIP Guests in the hotel for events or for general accommodations
- Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
- Performing cashier task like billing/invoice settlement/posting charges to the guest and paid out foreign currency to the guest
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
- Ensure Team Members have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties
- Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards
- Act in accordance with fire, health and safety regulations and follow the correct procedures when required
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Follow and adhere to company brand standards
- Assist other departments wherever necessary and maintain good working relationships with Team Members
Front Office Associate
Courtyard by Marriott
Chennai
03.2017 - 02.2018
- Great all guests at all times in friendly and courteous manner
- Maintain the cleanliness and neatness of the Front desk area at all times
- Handling Room Reservation and maintaining the occupancy report
- Handing C/In & C/Outs Operations and Night Auditing
- Upselling the rooms and promoting the other services of the hotel
- Performing cashier task like billing/invoice settlement/posting charges to the guest and paid out foreign currency to the guest
- Coordinate and Communicate with all other departments through the proper channel for the smooth functioning
Education
MBA - Human Resources, Event Management
Bharathi Vidyapeeth
07-2024
Certification - Blogging & Content Writing
Unboxing art
12.2022
B.sc - Hospitality management, Tourism
RIG Institute of Hospitality & Management
05.2017
Certificate - EVENT MANAGEMENT
HTMI University
Switzerland05.2017
Higher senior secondary class -
DAV Public School
Delhi06.2014
Skills
- Curriculum Planning
- Academic advising
- Student retention
- tools training
- Product Sales
- Business Development
- Cash Handling
- Relationship Building
- Client Service
- Hospitality and accommodation
- Guest Relations
- Problem-solving skills
- Written and oral communication skills
- Cold-calling
- Cash handling experience
- Billing and Invoicing
- Hospitality services
- Mail handling
- CRM Software
- Complaint Handling
- Issue Escalation
- Sales follow-up
- Customer queries
- Live chat support
- Team training and development
- Online chat and email
- Email management
- Customer Service
- Front Office Management
- Staff Management
Awards
- Event planning for Food festival- Theme : Kerala
- Event planning for Food festival- Theme : Kashmir
- Received employee of the month twice while working in Teleperformance.
- Received best quality award in chat consistently for 3 months while working in Teleperformance.
Languages
- English
- Hindi
- Tamil (beginners)
Personal Information
Date of Birth: 06/07/96
Timeline
Sr. Academic Counsellor
Univo Edtech ltd
08.2023 - 08.2024
Voice Executive
TLC Digitech pvt ltd
01.2023 - 07.2023
Customer Care Executive and Subject Matter Expert (SME)
Teleperformance
04.2021 - 12.2022
Social media customer executive
Aegis
11.2020 - 02.2021
Business Development manager representing North India Region
Heinrich Private limited
11.2019 - 01.2020
Guest Service Agent
Hilton Embassy Golf Links
04.2018 - 10.2019
Front Office Associate
Courtyard by Marriott
03.2017 - 02.2018
MBA - Human Resources, Event Management
Bharathi Vidyapeeth
Certification - Blogging & Content Writing
Unboxing art
B.sc - Hospitality management, Tourism
RIG Institute of Hospitality & Management
Certificate - EVENT MANAGEMENT
HTMI University
Higher senior secondary class -
DAV Public School
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