Nagoji Mahesh
Hyderabad
Summary
Experienced service operations professional with hands-on exposure to 5-star hotel standards and multinational corporate customer service processes. Proven ability to manage people, resolve critical escalations, and maintain high service quality across hospitality and BPO environments. Combines frontline customer expertise with structured team leadership.
Overview
7
7
years of professional experience
Work History
Shift Manager(International Voice Process)
Neel Blue Technologies India
09.2022 - 04.2025
- Led and supervised a team of 15+ associates, ensuring adherence to company protocols and performance standards.
- Monitored daily KPIs, productivity metrics, and SLA compliance to maintain operational efficiency.
- Handled client escalations and resolved complex issues within defined timelines.
- Conducted hiring, onboarding, and training sessions for new employees.
- Improved team performance through structured feedback and performance reviews.
- Coordinated with upper management to communicate updates and implement process improvements.
- Developed internal procedures to enhance workflow efficiency and reduce operational errors.
- Motivated team members through incentives, recognition, and continuous coaching.
- Promoted a positive work environment through open communication and constructive feedback.
CX Service Internet(International Voice Process)
Sutherland Global
06.2021 - 06.2022
- Consistently met performance KPIs, including AHT, Quality Score, and Customer Satisfaction metrics.
- Handled 50–70 inbound customer calls daily, resolving queries related to orders, billing, and refunds.
- Maintained high customer satisfaction scores by providing timely and accurate solutions.
- Managed email support and reduced response time from 48 hours to 24 hours.
- Processed returns, refunds, and order tracking requests efficiently.
- Escalated complex issues to higher-level support, while ensuring proper follow-up.
- Maintained detailed documentation of customer interactions in CRM systems.
- Achieved quality and productivity targets consistently, as per SLA guidelines.
- Excellent communication skills, both verbal and written.
Front Office Executive
The Park Group of Hotels 5 Star Property
09.2019 - 11.2020
- Managed daily front desk operations, including check-ins, check-outs, and guest account settlements.
- Handled 80–120 guest interactions per shift, ensuring exceptional service standards.
- Processed reservations, cancellations, and modifications using Opera/Fidelio PMS.
- Resolved guest complaints and service escalations professionally and efficiently.
- Coordinated with housekeeping, maintenance, and F&B teams to ensure a seamless guest experience.
- Managed billing discrepancies and ensured accurate financial transactions.
- Maintained VIP guest records, and ensured personalized service delivery.
- Self-motivated, with a strong sense of personal responsibility.
Front Office Executive
Vivanta By Taj (Taj Group)
05.2018 - 08.2019
- Managed front desk operations including check-ins, check-outs, and guest account settlements.
- Handled high-profile and VIP guests while maintaining Taj service standards.
- Processed reservations and room allocations using Opera PMS system.
- Coordinated with housekeeping, F&B, and maintenance teams to ensure seamless guest experience.
- Resolved guest complaints and service escalations professionally and efficiently.
- Maintained accurate billing records and handled payment processing.
- Delivered personalized service to enhance guest satisfaction and loyalty.
Education
Bachelor of Commerce - Computer Applications
Vivekananda Degree College, Osmania University
Hyderabad01.2017
Intermediate - 12th Standard
Gowtham Junior College, Osmania University
Hyderabad01.2014
SSC - 10th Standard
National High School
Hyderabad01.2012
Skills
Team Leadership & Supervision
Performance Monitoring
Escalation & Complaint Handling
Process Improvement
Staff development
Staff motivation
Customer service focus
Languages Known
- Kannada
- Hindi
- Telugu
- English
Timeline
Shift Manager(International Voice Process)
Neel Blue Technologies India
09.2022 - 04.2025
CX Service Internet(International Voice Process)
Sutherland Global
06.2021 - 06.2022
Front Office Executive
The Park Group of Hotels 5 Star Property
09.2019 - 11.2020
Front Office Executive
Vivanta By Taj (Taj Group)
05.2018 - 08.2019
Intermediate - 12th Standard
Gowtham Junior College, Osmania University
SSC - 10th Standard
National High School
Bachelor of Commerce - Computer Applications
Vivekananda Degree College, Osmania University