Khushbu Naik
Mumbai
Summary
Adaptable and innovative, excel in collaborative environments, driven by a passion for positive change and meticulous attention to detail. With experience in leading operations in Ed-Tech and hospitality, consistently exceed expectations, employing creative problem-solving to drive results. From optimizing operations to fostering guest satisfaction, bring a proactive approach, commitment to excellence, and a proven track record of success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager - Operations
Whitehat Education Technology Pvt.ltd
03.2023 - Current
- Operational Oversight: Ensure daily operations adhere to company policies and industry regulations, optimizing efficiency and quality standards
- Performance Management: Conduct thorough performance reviews, offering constructive feedback to team members, and facilitate regular training sessions to enhance customer service skills and product knowledge
- Data Analysis: Utilize data and metrics analysis to identify trends, make informed decisions, and drive continuous improvement initiatives for sustained success
- Quality & Audit Oversight: Regularly audit processes to identify bottlenecks and deviations, ensuring optimal efficiency and quality
- Implement corrective actions to maintain customer satisfaction and adherence to benchmarks
- Change Management: Effectively manage and communicate changes in processes, policies, and procedures to the team, ensuring clarity and understanding while minimizing disruption
- Training Oversight: Proactively identify training needs through thorough assessments and coordinate with training teams to develop and implement comprehensive programs
- These initiatives equip team members with the necessary knowledge and skills to seamlessly adapt to changes, fostering a culture of agility and continuous improvement.
Team Leader - Operations
Whitehat Education Technology Private Limited
10.2020 - 09.2021
- Lead, mentor, and manage team of operations associates to ensure efficient and effective workflow.
- Effectively coach direct reports on their performance on regular basis to ensure performance metrics are achieved at minimum weekly.
- Conduct regular audits and implement corrective actions to address any discrepancies.
- Monitor KPIs and prepare detailed reports for senior management.
- Identified operational issues and devised action plans for resolution, collaborating with internal teams
- Build and maintain strong relationships with internal and external stakeholders.
Guest Service Officer
Hyatt Regency
01.2019 - 09.2020
- Implemented innovative upselling techniques, resulting in a significant 25% increase in room occupancy and a 30% boost in overall revenue
- Maintained exceptional customer satisfaction by promptly addressing guest inquiries daily and resolving concerns with a personalized approach, achieving a remarkable 98% satisfaction rating
- Managed online and phone reservations, ensuring accurate information and a streamlined booking process
- Provided detailed and accurate information about hotel services, nearby attractions, and amenities, contributing to an enhanced guest experience.
Education
MBA - Operations Management
Narsee Monjee Institute of Management Studies
Mumbai, Maharashtra10.2023
Bachelor of Science - Hospitality And Hotel Administration
Army Institute of Hotel Management & Catering Technology
Bengaluru, Karnataka06.2020
Skills
- Workforce Planning
- Productivity Enhancement
- Employee Supervision
- Customer Engagement
- Training and mentoring
- Quality Assurance
- Process Improvement
- Team Leadership
- Problem-Solving
- Interpersonal Communication
- Operations Management
Certification
Strategic Management (01/2024) - Great Learning
Accomplishments
- Team awards and recognition in RNR (2021 - 2022) - Whitehat jr
- Appreciated in RNR for Highest Rating (2021) - Whitehat jr
- Hyatt Champion (2019) - Hyatt Regency, Pune
- Highest Revenue Generating Employee (10/2019 - 12/2019) - Upselling Champ for consecutive 3 months at Hyatt Regency, Pune
- Letter of Appreciation from Front Office Manager - Novotel, Pune
LANGUAGES
English
Hindi
Punjabi
VOLUNTEER EXPERIENCE
- Intern - Novotel, Accor Hotel, 11/2016, 02/2017, Pune
- Intern - Four Points by Sheraton & Serviced Apartments, Marriott International, 06/2019, 10/2019, Pune
Timeline
Assistant Manager - Operations
Whitehat Education Technology Pvt.ltd
03.2023 - Current
Team Leader - Operations
Whitehat Education Technology Private Limited
10.2020 - 09.2021
Guest Service Officer
Hyatt Regency
01.2019 - 09.2020
MBA - Operations Management
Narsee Monjee Institute of Management Studies
Bachelor of Science - Hospitality And Hotel Administration
Army Institute of Hotel Management & Catering Technology
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