Isha Lohat
Zirakpur
Summary
To work in an organization that can fully tap the potential in me, by providing an intellectually stimulating and nourishing environment, and grow along with contributing towards bringing laurels and profits to the Company.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Relationship Manager
HDFC Bank
08.2024 - 09.2025
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
Leadership Boulevard Pvt Ltd
09.2019 - 09.2022
- Partner with Academic & Sales team to develop plans that can contribute to the success of partner school and improve client results
- Retention of partner schools
- Increasing student admission in the partner schools
- Ensuring timely dues collection from partner schools
- Oversee BTL campaigns, engage in and improve upon in-house brand promotions
- Track & review Client Data, reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training
- Conduct performance review of Area Managers, reflect on performance/ analyze and take corrective steps
Magppie
01.2019 - 07.2019
- Maintain the highest standards of customer service, Responsible for all the front office operations, guest handling and taking care of the meetings throughout the day.
- Responsible to undertake all back office related activities and maintain the store as per the standard of the company.
- Acting as an admin in an ongoing programme of process and quality improvement through the implementation of new technology and new working methods.
- Assisting directors of the company in coordinating, noting and implementing of new policies and procedures as required.
- Team building, conducting trainings, coordinating between various departments, taking briefing sessions, taking corrective actions if applicable.
- Responsible for assigning staff allocations through duty roster.
- Acting as a volunteer and taking care of the customer relation queries in Satvic Movement(Charitable trust started by the company)
Airbnb
08.2017 - 01.2019
- Help Airbnb hosts and guests in accordance with internal workflows
- Meet weekly performance targets
- Prepare escalations to senior team members and other stakeholders
- Manage relations with the AIC and other consumer protection entities
- Monitor team email alias and respond to/triage inbound issues from colleagues
- Respond to questions from CX specialists via internal chat channel
CALLBA Agent
British Airways
02.2015 - 08.2017
- Maintain the highest standards of customer service, for both inbound and outbound calls across all markets / functions in order to ensure customer confidence, satisfaction and loyalty.
- Provide First Call resolution for Executive club members, Premium Customers, Preferred Partners by carrying out the role of a technical expert within the team to resolve any queries or issues.
- Responsible to undertake call back office related activities, which includes handling queues, reissues, handling advanced fares and ticketing etc.
- To provide support to business contingency, which may arise, including mass disruptions.
- Responsible for checking and authorizing Automated Ticket Sales reports including reconciliation and related documentation. Ensure audit compliance.
- To deliver departmental and/or team targets to attain customer service and revenue.
- To carry out the role of technical expert within the team to resolve any queries or issues.
- To play a leading role in an ongoing programme of process and quality improvement through the implementation of new technology and new working methods
- To maintain data protection and confidentiality for both staff and customers.
- Responsible for self-development to ensure own technical and product knowledge is kept up to-date.
- Undertake any contact center related jobs entrusted from time to time.
Front Office Supervisor
Dusit Devarana New Delhi
01.2013 - 03.2014
- Responsible for all the front office operations, guest handling, feedbacks and complaints handling, maintaining hotel's policies and procedures, team handling, duty roasters, staff allocations, reports making (daily and periodic), analysis of reports and measures to increase profitability, cost and expense control.
- Assisting duty manager and relieving him.
- Assisting upper management, coordinating, noting and implementing new policies and procedures as applicable and communicating as required.
- Team building, conducting trainings, coordinating between various departments, taking briefing sessions, taking corrective actions if applicable.
Front Office Supervisor
The Leela Kempinski, Gurgaon
06.2011 - 12.2013
- Worked at Reception, Guest Relations, & Operator.
- Responsible for the daily operations of Rooms.
- Key Result Areas consisting of monitoring of Guest Service and Satisfaction levels, compliance and adherence to the company standards.
- Responsible for daily cash closing and Guests room postings.
- Maintaining the continuous follow up The Brand Service Standards and Standard Operating Procedures (SOP’s) at the department.
- Leads front office operations through active stage management during operating hours, & provides input to set the parameters of new products through creative, financial, and client analysis.
- Was responsible for filing documents and making format of reports.
- Responsible for assigning staff allocations through duty roster
Education
Bachelor of Science - Hospitality and Hotel Administration
Chandigarh Institute of Hotel Management
Class 12th - undefined
CBSE Board
01.2008
Class 10th - undefined
CBSE Board
01.2005
Skills
MS Office Word
Accomplishments
- Actively participated in Chandigarh Rose Festival for 2 years and got appreciation letters
- Served Her Highness Ms. Camilla Parker Bowls (wife of Prince Charles)
- Participated in Rangoli Competition for 2 years and won 1st prize
- Actively participated in Collage Making Competition and won 1st prize
OTHER DISTINCTIONS
Compeered many school events. Served as a member of cultural committee for 2 years
TRAINING UNDERTAKEN
- Extensive Training for 6 month at The Oberoi Cecil Shimla.
- Cross training for 1 month at The Leela Palace Udaipur.
ACCOLADES
Played an active part in organising the Tawa and Tandoor Food Festival at The Chandigarh Institute of Hotel Management.
Timeline
Relationship Manager
HDFC Bank
08.2024 - 09.2025
Leadership Boulevard Pvt Ltd
09.2019 - 09.2022
Magppie
01.2019 - 07.2019
Airbnb
08.2017 - 01.2019
CALLBA Agent
British Airways
02.2015 - 08.2017
Front Office Supervisor
Dusit Devarana New Delhi
01.2013 - 03.2014
Front Office Supervisor
The Leela Kempinski, Gurgaon
06.2011 - 12.2013
Class 12th - undefined
CBSE Board
Class 10th - undefined
CBSE Board
Bachelor of Science - Hospitality and Hotel Administration
Chandigarh Institute of Hotel Management