Opera PMS
Shon Mendonca
Customer Service
Bengaluru
Summary
Dynamic Customer Service Professional with a proven track record at FIVE Hotels and Resorts, excelling in complaint resolution, high volume call management and real-time chat support. Adept at fostering positive customer relationships while adhering to FORBES Standards, ensuring exceptional guest experiences in a rotating work shift environment.
Overview
7
7
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Guest Service Agent (Pre-Opening)
FIVE Hotels and Resorts
Dubai
02.2024 - 02.2025
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk and concierge team members during peak times, ensuring efficient operations under high-pressure situations.
- Managed approximately 150 incoming calls per day following FORBES Standards to ensure quick response times for customer inquiries.
- Responded to external emails and WhatsApp enquiries utilizing Genesys PureConnect from guests in a professional and timely manner.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
Host/Musician
The Shaka Surf Club
Udupi
10.2023 - 01.2024
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout their stay.
- Assisted guests with knowledge of the village and the city of Udupi and provided travel options.
- Performed live music during special events and engaged with the guest.
- Worked with the instructors during surf and skating lessons to assist and to learn from them.
- Promoted business loyalty by fostering positive customer relationships.
Singer/Songwriter
Marian Brothers
Bangalore
07.2018 - 09.2023
- Composed original lyrics and performed vocals for three singles released on streaming platforms, including Apple Music and Spotify, as well as multiple cover songs published on YouTube.
- Performed at various venues including wedding halls, pubs, corporate shows, Notable brands we worked with include GoPro, Country Inn by Raddison, Manipal and The Shaka Surf Club.
- Achieved over 70,000 organic total channel views on YouTube and also multiple videos reaching above 5,000 views with the best video reaching 14,000 views.
- Assisted in videography and video editing to produce promotional content for the band.
- Managed social media accounts, creating and curating content to engage audiences and promote performances and releases.
Marketing Intern
TFN Enterprise (OPC) Pvt. Ltd
Udupi
01.2020 - 03.2020
- Developed skills in digital marketing, including email marketing and social media advertising.
- Assisted with market research, social media management, and content creation. I also participated in brainstorming sessions and contributed ideas for marketing campaigns.
- Worked closely with the marketing team to analyze data and track the success of marketing initiatives.
Education
BBA - Marketing
04.2001 -
Class 12 (CBSE) - Commerce
04.2001 -
Skills
FORBES Standards
Certification
Google Digital Marketing & E-commerce Professional Certificate
Software
Hotlync
Microsoft Office
Google Workspace
Genesys PureConnect
ZenDesk
Adobe Photoshop
Timeline
Guest Service Agent (Pre-Opening) - FIVE Hotels and Resorts
02.2024 - 02.2025
Google Digital Marketing & E-commerce Professional Certificate
12-2023
The Fundamentals of Hotel Distribution by ESSEC Business School
12-2023
Host/Musician - The Shaka Surf Club
10.2023 - 01.2024
Generative AI for Marketers by Nikhil B2
10-2023
Marketing Intern - TFN Enterprise (OPC) Pvt. Ltd
01.2020 - 03.2020
Visual Arts with Photoshop by The Freelancer Network
01-2020
Excel Skills for Business: Essentials by Macquarie University
10-2018
Singer/Songwriter - Marian Brothers
07.2018 - 09.2023
Manipal Academy of Higher Education - BBA, Marketing
04.2001 -
St. Mary's English Medium School - Class 12 (CBSE), Commerce
04.2001 -