Summary
Overview
Work History
Education
Skills
Accomplishments
Disclaimer
Timeline
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Manisha Satpathy

Manisha Satpathy

Bangalore,Karnataka

Summary

A Dynamic and self-motivated professional with a demonstrated history of working in the contact center and hospitality. Almost 9.5 years of experience in Hospitality Services and IT services. Almost 5 years of experience as a Sr. Quality Analyst. Skilled in effective communication, customer service, and hospitality management. Effective interpersonal communication, listening, and coordination skills. Ability to handle management challenges and resolve them with an effective approach. Ability to assist the team in a challenging environment via brainstorming, planning, and market research on services. On-point contact of Elite members experience.

Quality-focused professional prepared for role. Known for delivering impactful results through keen analytical skills, strong attention to detail, and deep understanding of quality control processes. Proven ability to collaborate effectively within teams and adapt to changing requirements. Skilled in identifying and resolving issues, ensuring compliance, and driving continuous improvement initiatives.

Overview

10
10
years of professional experience

Work History

Quality Analyst

Concentrix (Lenovo)
07.2020 - Current
  • Provide training that ensured staff competently handled calls resulting in a positive experience for customers contacting LENOVO to report any concerns or information.
  • Monitor calls/email/chat/e-ticketing to measure performance and facilitate business strategic objectives and requirements.
  • Conducted training that enabled staff to perform effectively.
  • Used diverse methods: facilitated learning and success labs, performed remote monitoring of work and feedback based on observations, and provided one-on-one training by working side by side with staff.
  • Partnered with management to develop/implement quality initiatives.
  • Worked on speech analysis software to target specific behaviors and provide instant feedback on performance improvement using the tool NEXIDIA.
  • Designated as a point of contact for new team members.
  • Served as liaison for all training activities.
  • Independently established audit schedule and schedule for new hire classes and one-on-one training sessions.
  • Led calibration sessions with ops and quality teams.
  • One of the members of the interview panel for L1 hiring's of 2022.
  • Training new joiners to make them understand the process.
  • Responsible for performing RCA of customer care escalated cases.
  • Organizing weekly quality huddles to brief on critical compliance.
  • Identifying and addressing potential customer interaction issues.
  • Driving focus of the month.
  • Conducted comprehensive quality assessments to ensure compliance with industry standards.
  • Collaborated with cross-functional teams to identify and resolve product issues efficiently.
  • Analyzed user feedback to inform continuous improvement initiatives for product quality.
  • Mentored junior analysts in best practices for quality assurance processes and methodologies.
  • Led root cause analysis efforts, driving strategic solutions to recurring quality challenges.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained quality assurance procedure documentation.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
  • Identified and addressed process bottlenecks, streamlining workflows for faster turnaround times.

Asst Loyalty Manager

Marriott Whitefield
12.2019 - Current
  • Company Overview: Marriott International is an American Multinational diversified Hospitality Company that manages and franchises a broad portfolio of hotels and related lodging facilities. Marriott International is the largest hotel chain in the world. It has 30 brands with more than 7000 properties worldwide.
  • Analyzing the guest feedback and providing strategic direction to improve customer experience.
  • Communicating with the customer and addressing their requirements.
  • Managing team and making sure that there is proper communication between staff and guest.
  • Managing guest relations team including the receptionist.
  • Appraise the team's performance and generate a report for an individual team member.
  • Preparing incident log and closing the incident within 24 hours.
  • Preparing comp service cost reports for the department every month.
  • Mentoring new team members and providing required onboard training.
  • Developed and implemented loyalty programs to enhance customer retention and engagement.
  • Analyzed customer feedback to refine loyalty initiatives and improve guest satisfaction.
  • Conducted market research to identify new opportunities and target markets.

Guest Relations Executive

Novotel & IBIS Hotel
11.2018 - 12.2019
  • Company Overview: Novotel is a midscale hotel brand focused on modern, natural, and intuitive design. It is owned by ACCOR. Created in 1967 in France, the company grew into Accor Group in 1983. It has more than 500 hotels worldwide.
  • Attending and Managing Guest Complaints.
  • Allocate Rooms and raise special amenity requests for all the VIP guests.
  • Coordinate between all the hotel teams for a flawless guest experience.
  • Working along with the operational dept to do root cause analysis of feedback from customers.
  • Screening the reviews provided by guests and brainstorming to increase guest satisfaction survey.
  • Making sure guest satisfaction through regular guest engagement activities.
  • Conduct team-building activities to keep the team motivated.

Front Desk Associate

Courtyard & Fairfield by Marriott
12.2016 - 10.2018
  • Company Overview: Marriott International is an American Multinational diversified Hospitality Company that manages and franchises a broad portfolio of hotels and related lodging facilities. Marriott International is the largest hotel chain in the world. It has 30 brands with more than 7000 properties worldwide.
  • Perform all Check-in and check-out tasks.
  • Welcome guests upon their arrival and assign rooms.
  • Liaise with the housekeeping team to ensure all rooms are ready to accommodate guests.
  • Upsell additional facilities and services, when appropriate.
  • Confirm group reservations and arrange personalized services for VIP guests.
  • Listing long staying guests' stay preferences, likes, and dislikes.
  • Preparing handmade departure notes for a memorable stay experience.

Guest Service Associate

JW Marriott Mussoorie
11.2015 - 11.2016
  • Process guest requests for wake-up calls and other requests related to receiving telephone calls.
  • Log all the guest's requests and incidents into the system by contacting the appropriate department or individual.
  • Provide information to guests about room features, property amenities, and local areas of interest.
  • Taking In-room dining food orders and following them up with the required individual.
  • Updating required guest information in PMS.
  • Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 96%.
  • Delivered exceptional guest service by promptly addressing inquiries and resolving concerns.
  • Coordinated front desk operations, ensuring seamless check-in and check-out processes.
  • Trained and mentored new associates, fostering a knowledgeable and customer-focused team environment.
  • Implemented feedback mechanisms to assess guest satisfaction and improve service delivery.
  • Collaborated with housekeeping and maintenance teams to maintain high standards of facility upkeep.
  • Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
  • Monitored daily operations, identifying opportunities for process improvements to streamline service efficiency.
  • Assisted in training new team members, fostering an atmosphere of teamwork and collaboration among staff members.
  • Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.
  • Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
  • Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
  • Contributed positively towards achieving team targets by cross-selling additional amenities during interactions with guests.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.

Education

Bachelor - Tourism and Hospitality Service

Swosti Institute of Management & Social Studies
Bhubaneshwar
01.2017

ISC (12th) -

National Institute of Open Schooling
Berhampur
01.2014

CBSE board 10th standard -

St. Xavier's High School
Berhampur
01.2011

Skills

  • Professional communication skills
  • Customer engagement
  • Conflict resolution skills
  • Team development
  • Professional development
  • Effective team management
  • Timely solutions implementation
  • Constructive feedback evaluation
  • Root-cause analysis
  • Strong problem solver
  • Compliance testing

Accomplishments

  • Received Lead by Quality title for Q3 2021.
  • One of the 6 rising star contributors in the India Region for Marriott International.
  • Associate of the Year Award (2017) at Courtyard & Fairfield by Marriott.
  • Nominated for the Worldwide Business Council award for 2018.
  • Executive of the Month (2019) at Novotel and Ibis Bangalore.
  • NEWS (Never ending wow services) award (2019) at Novotel and Ibis Bangalore.
  • Innovation award (2019) at Novotel and Ibis Bangalore.

Disclaimer

I hereby declare that the above-given information is true and correct to my knowledge Manisha Satpathy

Timeline

Quality Analyst

Concentrix (Lenovo)
07.2020 - Current

Asst Loyalty Manager

Marriott Whitefield
12.2019 - Current

Guest Relations Executive

Novotel & IBIS Hotel
11.2018 - 12.2019

Front Desk Associate

Courtyard & Fairfield by Marriott
12.2016 - 10.2018

Guest Service Associate

JW Marriott Mussoorie
11.2015 - 11.2016

Bachelor - Tourism and Hospitality Service

Swosti Institute of Management & Social Studies

ISC (12th) -

National Institute of Open Schooling

CBSE board 10th standard -

St. Xavier's High School

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Manisha Satpathy