Meenali Khatwani
Ajmer
Summary
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 -
Sophia Senior
Certification - Aviation, hospitality, Travel & Tourism
Frankfinn Institute of Air Hostess Training
Bachelor in Arts - undefined
MDS University
Masters - English Literature
MDS University
Skills
- Flexibility and Adaptability
- 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”.
Timeline
Subject Matter Expert
Cvent India
05.2019 - Current
Customer Service Executive
Threads Dubai
09.2015 - 03.2018
Process Associate Hyatt
Genpact Jaipur
08.2010 - 04.2012
Guest Relation Executive
Taj - Jai Mahal Palace, Jaipur
07.2009 - 12.2009
Certification - Aviation, hospitality, Travel & Tourism
Frankfinn Institute of Air Hostess Training
Bachelor in Arts - undefined
MDS University
Masters - English Literature
MDS University
Secondary and Higher Secondary School Examination -
Sophia Senior