HRISHIKESH S
Bengaluru
Summary
Driven by a passion for enhancing customer satisfaction and streamlining service improvement, I excelled at Gerson Lehrman Group, achieving a 100% Customer Satisfaction Score. Leveraging skills in compliance review and client management, I adeptly handled escalations and improved service delivery, showcasing my problem resolution expertise and commitment to excellence.
Overview
8
8
years of professional experience
Work History
Senior Associate- Member Success
Gerson Lehrman Group (GLG)
12.2020 - Current
- Interacting with GLG Network Members via emails
- ( Tickets)
- Expedited resolution of 90+ daily GLG Network Member inquiries submitted via email, maintaining a 95% first-touch resolution rate and reducing average response time by 1 hour
- Providing consistent service experiences as well as custom solutions to Network Members globally by standardizing workflows
- Creating a positive experience for experts through daily interactions to understand their capabilities and knowledge on specific requests
- Reviewing and evaluating the completeness, accuracy, and appropriateness of an engagement and ability to identify compliance issues that require follow-up or investigation
- Through comprehensive screening, I have successfully identified and blocklisted upwards of 30 fake network member accounts Differentiating between appropriate and inappropriate business practices and escalating compliance breaches of network members
- Performing internet-based searches and conducting reviews to assess the completeness, accuracy, and appropriateness of individual or entity profiles
- Distinguishing between correct and incorrect business practices and escalating compliance issues
- Examining individual members' LinkedIn, Google and company websites for compliance breaches and highlighting them
- Engaging with client service professionals every day to grasp their needs and provide support, with the goal of delivering outstanding services to clients
- Enhancing the quality of project and product services for network members by gaining a working knowledge of these industries
- Monthly 99% accuracy and a service level agreement (SLA)
- Achieving a Customer Satisfaction Score (CSS) of 100%, and maintaining it consistently for 4 months
Customer Success Manager
Guest Touch
03.2020 - 10.2020
- Following up with new accounts and assisting them with the implementation process
- Partnering and working closely with Sales team to onboard US clients
- Verifying documents according to US hotel Law
- Taking necessary actions in case of faithless documents
- Supporting our existing customers (US UK Canada Australia hotels properties) on daily basis
- Working closely with Sales to define and achieve 'customers' success criteria, demonstrating ROI, and ensure customer renewal with product suite
- Troubleshooting and making outbound calls for escalated issues and implementation calls and work with relevant teams to achieve client's objectives
- Assuring as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of the products
- Cultivating and maintaining an excellent relationship with clients to build client's loyalty and promoting increased usage and adoption of the software
- Developing a deep understanding of customers' business drivers and operational goals and steer our product to align with those initiatives
Zonal Business Manager
OYO
06.2019 - 02.2020
- June-October - Revenue Associate
- Building new revenue growth by competitive analysis
- Demand forecasting and revenue analysis in order to ensure revenue growth of a specified region
- Organizing site visits
- Auditing properties in terms of pricing
- Driving a team of marketing experts for revenue growth
- Promoted November-February - Zonal Business Manager
- Sole responsibility on Profitability on daily basis
- Handling major escalations and resolving by field visits
- Responsible for customer experience, handling all guest escalations
- Lead a team of 10-15 property managers, Demand team and promotional teams and driving all them to major tasks like daily sales, management and Goal oriented Customer satisfaction
- Executing complex operations and solve problems persistently and at a lightning speed
- Auditing properties on fields and analysing the profitability and rates for the properties
- Stake holding with business development, transformation, Design and internal operations teams
- Taking a weekly review on team and giving hands on knowledge on current day to day parameters
- Pan India Highest conversion on SAV's
- Pan India 1st in handling operations and guest relationship
- Globally highest customer Satisfaction Score consistently for 4 months (100%)
Executive - Operations / Vacation Rental Team Lead
Axis Rooms Travel Distribution Solutions Pvt Ltd
05.2017 - 05.2019
- Onboarding new customers and verifying each and every document for the further procedure
- Hands on experience in installing and training property management software
- Expert in OTA segment management and Contracting (Booking.com, Go-MMT etc.)
- Expert Airbnb host for more than 30 properties (PAN-INDIA)
- In-person client management and training across India for property management software
- Performed extensive analysis and reporting to boost rooms sales for hotels and vacation rentals across India
- Thorough competitor analysis using state-of-the-art in-house software to boost client sales
- Round-the-clock lead management to help clients solve problems with minimal TAT
- Client issues and ticket management and efficient resolutions delivered on time
- Perform problem analysis and resolve client issues with the aid of in-house software applications
- Timely knowledge transfer, support engineering, sales, and revenue team to deliver complete vendor solutions
- Monthly visits to properties to conduct thorough performance analysis and to receive client feedback
- Hands on training conducted at properties to clients to help them use our software's
Education
B.COM - Commerce
Kengeri First Grade College
Bangalore University 01.2017
12th -
Govt. PU College For Boys (Chamrajpet)
Bengaluru03-2013
High School Diploma -
Jana Seva Vidya Kendra
Bengaluru01.2011
Skills
- Client management
- Customer onboarding
- Service improvement
- Problem resolution
- Compliance review
- Customer satisfaction
- Customer engagement
- Customer service
- Customer service orientation
Affiliations
- Solo Traveler
- Hiking's
- Cafe explorer
- Theaters
- High Altitude Trekking.
- Chef
Languages Known
Kannada
First Language
Tamil
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Timeline
Senior Associate- Member Success
Gerson Lehrman Group (GLG)
12.2020 - Current
Customer Success Manager
Guest Touch
03.2020 - 10.2020
Zonal Business Manager
OYO
06.2019 - 02.2020
Executive - Operations / Vacation Rental Team Lead
Axis Rooms Travel Distribution Solutions Pvt Ltd
05.2017 - 05.2019
B.COM - Commerce
Kengeri First Grade College
12th -
Govt. PU College For Boys (Chamrajpet)
High School Diploma -
Jana Seva Vidya Kendra
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