Karan Mundra
Noida
Summary
Adept Operations Team Leader and Product Support Specialist with a proven track record at Ienergizer Business Process Outsourcing, I excel in leading teams to detect and mitigate fraudulent activities, enhancing product optimization, and fostering a professional environment. My leadership and analytical skills have significantly contributed to achieving and surpassing company objectives, demonstrating resilience and adaptability in dynamic settings. Also have a strong background in Front Office Management providing an experience in handling and improving front desk operational, team building and people management.
Overview
9
9
years of professional experience
Work History
Operations Team Leader/Product Support Specialist
Ienergizer Business Process Outsourcing
Noida
01.2020 - Current
- Leading a team of 15 to 20 professionals proficiently, who are involved in detecting fraudulent activity on the platform.
- Managing daily operations, delegating tasks, and monitoring team performance to meet objectives and deadlines.
- Creating monthly rosters for team members while considering weekly and monthly shrinkage.
- Creating a healthy and professional environment among team members, with a non-biased culture, to promote work optimism.
- Conducted regular performance reviews to assess individual team member progress.
- Facilitated team meetings to discuss targets, strategies, expectations, and address any issues.
- Providing product training and development to enhance team skills and knowledge. Also conducting daily quality assurance duties to provide feedback for improvements.
- Preparing the team performance report on a daily, weekly, and monthly basis, and sharing it with management to club out the vital few.
- Also working as a product support specialist in a close group of 12 members, directly reporting to U.S. clients.
- Working on weekly projects assigned by clients in order to optimize the company's product.
- Analyzing various trends, customer feedback, and internal processes to scope out areas of opportunities.
Front Office Associate
Radisson Blu MBD Hotel
Noida
07.2016 - 10.2019
- Managing front desk operations on a daily basis. Dealing with guests, including handling complaints. Performing various currency and financial transactions on a daily basis, and making sure that the end of the day is tallied and closed. Preparing staff duty rosters.
- Handling the department store, weekly requisitions, and maintaining records to reduce costs.
- Achieving monthly up-sell revenue, to ensure that the department's revenue target is achieved.
- Provided training and guidance to new joiners, and also prepared staff duty rosters on a weekly basis.
- Coordinate with all concerned departments in order to maintain Front Office functions properly, and ensure that requests are carried out correctly, ensuring that the guest's stay is well organized and coordinated.
- Reporting various guest issues or concerns in the Incident Log sheet, handover book, to ensure these issues are resolved on time, and proper service recoveries are provided on time.
- Conducting end-of-day activities like cashiering, room check-in, and billing audits so the systems can be prepared for the night audit.
Education
Bachelor of Science - Hotel Management
Institute of Hotel Management-Chitkara University
Noida05-2016
Skills
- Front Desk Operations
- Strong interpersonal skills
- Customer service, Customer relations
- Leadership skills
- Decision-making
- Problem-solving
- Communication
- Analytical skills
- Resilience
- Adaptable
- Quality assurance
- Staff development
Computer Proficiency
- Microsoft applications (MS Word, MS Excel, MS powerpoint)
- Opera PMS
- Zendesk Explore
- Google Applications (Sheets, Docs, LookerStudio, etc)
- Basic Power BI
- Xsolla Publisher
- JIRA Tool
Timeline
Operations Team Leader/Product Support Specialist
Ienergizer Business Process Outsourcing
01.2020 - Current
Front Office Associate
Radisson Blu MBD Hotel
07.2016 - 10.2019
Bachelor of Science - Hotel Management
Institute of Hotel Management-Chitkara University
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