Manish Chamoli
New Delhi
Summary
Results-driven operations leader with 4+ years of experience working with global brands internationally, specializing in business process governance, service optimization, and risk management. Passionate about streamlining processes, enhancing customer experiences, and resolving challenges promptly to build trust and brand loyalty. Known for driving efficiency while maintaining high standards of operational excellence across international teams.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Complaints Officer
Europcar Mobility Group
05.2024 - 07.2025
- Streamlined complaint procedures for greater efficiency.
- Designed and deployed a revised Complaints Governance Framework, elevating procedural efficiency by 25% and improving accountability.
- Provided excellent service to customers with a positive and professional demeanor.
- Spearheaded tactical process audits and problem-solving initiatives that mitigated operational risk, decreasing delivery downtime by 30%.
- Expertly managed escalated customer complaints, conducting thorough investigations and communicating findings clearly to enhance customer satisfaction and loyalty.
- Led a critical cross-functional innovation initiative ("Speak Up Project") to foster continuous improvement and cultural alignment across the organization.
Customer Services Representative
Europcar Mobility Group
12.2023 - 05.2024
- Achieved a 100% reduction in average customer response time by implementing streamlined communication protocols.
- Only individual to successfully met all the KPIs during probation period from the first month of joining the company, resulting in my role promotion during the probation period.
- Developed and introduced a new customer query handling process, improving team efficiency by 15%.
- Resolved customer complaints monthly, boosting customer satisfaction scores by 25%.
- Provided critical after-hours support to the Key Accounts team, ensuring seamless complaint management
- Adapted communication style according to customer demographics, enhancing their overall experience.
Project Consultant
DMU United Nations Academic Impact Hub
10.2023 - 01.2024
- Created detailed project plans with clear milestones, enabling on-time and on-budget completion of sustainability initiatives.
- Streamlined project workflows by implementing effective task prioritisation strategies.
- Supported the achievement of net-zero emissions targets through strategic planning and environmental impact projects.
- Promoted project goals and successes through targeted marketing and communications, enhancing stakeholder engagement.
Senior Guest Service Coordinator
ITC Kohenur
06.2018 - 09.2020
- Delivered exceptional front desk and cashiering services, ensuring smooth guest check-ins and adherence to high service standards.
- Directly supervised and mentored a team of 14 front-of-house staff, consistently meeting and exceeding service metrics.
- Generated a consistent monthly revenue uplift of INR 29,000 through strategic upselling programs and targeted team training.
- Resolved guest complaints promptly, maintaining excellent customer satisfaction and positive social media reviews, including TripAdvisor.
- Designed and launched a mandatory staff training curriculum during peak periods, resulting in a 20% increase in front-office operational efficiency.
- Enhanced brand reputation by fostering personalized guest engagement and relationship-building strategies.
Education
Master of Business Administration - Business Sustainability, Leadership & Culture in Organisational Contexts, Executive Company Project
De Montfort University
Leicester, United Kingdom06.2023
Bachelor of Science - Front Office Operations, Accommodation Operations, Food & Beverage Service and Production
Institute of Hotel Management
Hyderabad, India05.2018
Skills
- Service Governance & Risk Mitigation: Escalation Management, Process Audits, Risk Assessment Understanding, Conflict Resolution
- Leadership & Culture: Team Mentorship, Strategic Communication
- Operational Technology: CRM Administration (Salesforce, Greenway), PMS/Hospitality Systems (OPERA), Data Management
Accomplishments
- Star performer for the first quarter 2024 at Europcar.
- Reduced customer complaints by 15%, resulting in improved CRM efficiency by 25%.
- Customer Relations - Earned highest remarks for customer satisfaction, company-wide.
- Secured 3rd Rank (Bronze Tier) in the inaugural, highly competitive all-India Club ITC League.
- Certified participation in the "Guinness World Record Book" event for the world's largest facial yoga class in 2015.
Affiliations
- Badminton
- Yoga
- Swimming
Certification
Generative AI Mastermind, Outskill, September 2025
Competition Law, Europcar Mobility Group, January 2024
Code of Conduct, Europcar Mobility Group, September 2024
Languages
English
Advanced (C1)
Hindi
Proficient (C2)
French
Elementary
Volunteer Experience
I have actively volunteered with reputable organizations such as the National Deaf Children Society and Great Ormond Street Hospital, London. Through these experiences, I have developed key skills including communication, empathy, cultural sensitivity, teamwork, problem-solving, and event coordination.
References
References available upon request.
Timeline
Complaints Officer
Europcar Mobility Group
05.2024 - 07.2025
Customer Services Representative
Europcar Mobility Group
12.2023 - 05.2024
Project Consultant
DMU United Nations Academic Impact Hub
10.2023 - 01.2024
Senior Guest Service Coordinator
ITC Kohenur
06.2018 - 09.2020
Master of Business Administration - Business Sustainability, Leadership & Culture in Organisational Contexts, Executive Company Project
De Montfort University
Bachelor of Science - Front Office Operations, Accommodation Operations, Food & Beverage Service and Production
Institute of Hotel Management