To be a keen learning professional in all spheres of life and work so that a value addition can be done to the organization with a perfect blend of exuberance, professionalism, and knowledge.
Overview
16
16
years of professional experience
2
2
Languages
Work History
Subject Matter Expert
Cvent India
05.2019 - Current
Strive to maintain the best standards of work by supporting our customers.
Train batches on the product enabling a smooth transition for them on the floor.
Mentor new hires to ensure Process and Quality adherence.
Ensure Quality scores are met for the team with the help of call listening, email writing, and process-based trainings.
Resolved escalations from clients to ensure strong customer relations and excellent client experience.
Worked with different teams and projects during my tenure.
Identifying required actions necessary to achieve service level and quality targets.
Process Improvement Initiatives. Project performance and Client Experience.
Customer Service Executive
Threads Dubai
09.2015 - 03.2018
Resolved escalations from the process owners to ensure strong customer relations.
Efficiently implemented improvements plan to enhance customer satisfaction.
Conducted regular trainings for the team to ensure right skilling.
Follow-up for timely resolution.
Organizing feedback sessions for teams.
Co-ordinating with the hiring team, plans and monitors the resource deployment (Team Size, Span, Shift Utilization, Skill sets).
Process Associate Hyatt
Genpact Jaipur
08.2010 - 04.2012
Handling Calls & Emails (Customer Care Grand Hyatt Singapore).
Handling escalations (Customer Care Grand Hyatt Singapore).
Mentored new joiners to ensure team Process adherence and Quality scores are met.
Created an SOP for the process, to reduce errors and creating a guideline for my fellow team members enabling them to resolve issues and overcome obstacles.
Guest Relation Executive
Taj - Jai Mahal Palace, Jaipur
07.2009 - 12.2009
Catering to the requests of high-profile guests.
Keeping a tab on their stay in the hotel and the overall comfort and experience.
Solving guest queries and handling issues and escalations (if any) during their stay with the hotel.
Education
Secondary and Higher Secondary School Examination -
Will to Win and accept any challenge irrespective of its complexity
Excellent and Persuasive Communication
Problem Solving and Guiding
Product & Process Trainer
Interests
Listening to Music, Singing, Reading
Accomplishments
Won awards monthly at the RNRs held.
Awarded multiple awards for customer centricity, process management, quality initiatives in the whole tenure.
Appreciated and awarded with a Client Management Excellence Award, Employee of the Year, Team Player of the Year award basis the internal and external customer experiences.
Maintained Lowest TAT in external and internal client queries.
Top performer throughout my stint in the process in all the companies.
Completed several trainings while working with Cvent like “The art of giving feedback”, “Customer Centricity”, and “Effective Conflict Management”.