Summary
Overview
Work History
Education
Skills
Interests
Accomplishments
Timeline
Generic

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

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Meenali Khatwani