Menka Chandhiok
Gurugram
Summary
Customer success and learning & development professional with 15 years of experience in hospitality, education, retail, and B2B services. Expertise in client onboarding, training delivery, account management, and instructional design. Proven ability to enhance stakeholder management, boost employee engagement, and drive operational and customer experience improvements.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Customer Success Consultant
Frontline Performance Group
New Delhi
01.2024 - Current
- Delivered lead client onboarding and training programs to drive adoption daily.
- Managed client accounts end-to-end, covering renewals and ongoing relationship health.
- Resolved customer support issues and escalations with timely, effective outcomes.
- Manage a portfolio of luxury and upscale hotel clients across Asia-Pacific, ensuring successful adoption and optimization of FPG's IN-GAUGE performance platform.
- Drive customer onboarding, implementation, and adoption of room and non-room upsell programs.
- Conduct virtual and onsite training sessions for General Managers, Hotel Leaders, Front Office, Reservations, and Revenue teams.
- Partner with hotel leadership to improve commercial performance through upselling, coaching, and guest engagement strategies.
- Analyze hotel performance data and provide actionable recommendations to improve conversion rates, RevPAR, ADR, and incremental revenue.
- Review KPIs through regular business reviews and performance calls with hotel stakeholders.
- Develop customized action plans to increase platform utilization and achieve customer success objectives.
- Identify expansion opportunities and collaborate with Sales and Account Management teams for upsell and renewal opportunities.
- Act as the trusted advisor for hotel leadership, ensuring long-term customer satisfaction and retention.
- Collaborate with Product, Support, and Technical teams to resolve customer issues and improve user experience.
- Share industry best practices, success stories, and benchmarking insights across client portfolio
Manager – Training & HRBP (PAN-India & Nepal)
Da Milano Leathers Private Limited
New Delhi
01.2022 - 12.2023
- Conduct Training Needs Analysis using structured and informal methods to capture requirements across functions.
- Identify current and future development needs at the individual level and capacity-building requirements at the company level.
- Ensure effective implementation of Talent Management practices throughout the year to build meritocracy within the organization.
- Ideate, develop, and implement employee engagement and team-building initiatives to create a positive, productive environment.
- Conceptualize innovative and flexible methods to address developmental needs, including external training programs, in-house session design and delivery, online learning enrollment, mentoring, and self-learning.
- Draw up a comprehensive L&D plan based on identified developmental needs and methods.
- Own employee performance management and organizational behavior and change initiatives.
- Recruitments and employee lifecycle
Corporate Learning & Development – HRBP, Campus Program Manager
Aakash Education Private Limited (Byju's)
New Delhi
11.2019 - 01.2022
- Led content development for training programs.
- Assessed skill gaps across departments and developed training courses to meet identified needs.
- Delivered campus soft skills and leadership trainings.
- Managed academic and non-academic training and development programs.
- Led hiring efforts across IIM, IIT, IIFT, and other top B-schools.
- Campus Recruitment and Training Program Management
Assistant Manager – Training
The Leela Palaces, Hotels and Resorts
Delhi
11.2016 - 10.2019
- Led the Total Quality Management (TQM) team.
- Ran new hire orientation sessions.
- Directed field training to enhance participant skills.
- Developed surveys and conducted Training Needs Analysis (TNA) based on projected production processes and changes.
- Trained new employees on company policies, customer service excellence, and sales techniques.
- Monitored staff performance and developed improvement plans.
- Coordinated with leadership to implement strategic plans for revenue growth.
- Conducted performance reviews, providing constructive feedback and setting individual goals.
Front Office & Training Roles
Hyatt Hotels Corporation
Pune, Maharashtra
07.2010 - 11.2016
- Collaborated with team members to complete set service tasks daily.
- Managed complaints using calm, clear communication and structured problem-solving steps.
- Achieved service time and quality targets consistently, reducing repeated issues.
Education
MBA - Human Resource Management
Symbiosis Centre of Distance Learning
PuneBachelor of Hotel Management - Travel & Tourism
Bharati Vidyapeeth Institute of Hotel Management
PuneSkills
- Client Onboarding
- Account Management & Renewals
- Customer Support & Issue Resolution
- Training Program Development
- Training Needs Analysis
- Curriculum Design
- Employee Performance Management
- Talent Management
- Employee Engagement
- Stakeholder Management
- Workshop Coordination
- Public Speaking
- Team Coaching
- Project Management
- Process Improvement
- Content Development (Camtasia, PowToon, Canva)
- Client relationship management
- Customer onboarding
- Training program development
- Performance optimization
- Data analysis
- Customer success strategy
- Project management
- Problem solving
- Employee engagement
- Leadership development
- Critical analysis
- Process improvements
Certification
- Certified Life Coach – Emotional Intelligence, Transformation Academy
- Certified Instructional Designer – A Practical Approach to Instructional Design, Click and Check Technologies
- Talent Management, LinkedIn Learning
- Organizational Learning and Development, LinkedIn Learning
- Strategic Workforce Planning (SWP), LinkedIn Learning
- Neuroscience for Effective L&D, LinkedIn Learning
- Digital Body Language, LinkedIn Learning
- Leading at a Distance, LinkedIn Learning
Custom
- Customer Success Excellence Award - 2025
- Manager of H1 2023, Da Milano Leathers Private Limited
- Manager of the Year, 2021–2022, Aakash Byju's
- Hospitality Personality Award 2018, International Hospitality Council
- Independently launched LQA (Leading Quality Assurance) standards, training and auditing hotel-wide standards and processes, 2017, The Leela Hotels
- Exemplary Manager – Customer Experience, 2016, Hyatt Hotels Corporation
Timeline
Customer Success Consultant
Frontline Performance Group
01.2024 - Current
Manager – Training & HRBP (PAN-India & Nepal)
Da Milano Leathers Private Limited
01.2022 - 12.2023
Corporate Learning & Development – HRBP, Campus Program Manager
Aakash Education Private Limited (Byju's)
11.2019 - 01.2022
Assistant Manager – Training
The Leela Palaces, Hotels and Resorts
11.2016 - 10.2019
Front Office & Training Roles
Hyatt Hotels Corporation
07.2010 - 11.2016
MBA - Human Resource Management
Symbiosis Centre of Distance Learning
Bachelor of Hotel Management - Travel & Tourism
Bharati Vidyapeeth Institute of Hotel Management