Neha Thakur
Customer Experience Manager
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase operational efficiency and customer satisfaction. Excellent interpersonal skills to work well with others in both supervisory and support staff roles. Strong people management skills coach, lead and develop employees. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
10
10
years of professional experience
Work History
Customer Experience Manager
The Collective and International Brands
08.2021 - Current
- Building and maintaining profitable relationships with key customers.
- Won the best CRM during Shark Tank (internal R&R within the brand) in 3rd Quarter.
- Overseeing the relationship with customers handled by team.
- Resolving customer complaints quickly and efficiently.
- Keeping customers updated on the latest products in order to increase sales.
- Meeting with managers in the organization to plan strategically.
- Understanding key customer individual needs and addressing them.
- Was awarded with best CRM (supporting staff) Pan India in the month of March '22-'23.
- Ability to work well with a team.
- Study competition to find new ways to retain customers.
- Holding Net Promoter Score (NPS) of 2nd across all the brands in The Collective and Mono Brands.
Cabin Attendant
Indigo Airlines
11.2017 - 12.2019
- Good communication skills.
- Give special service for children, elderly and disabled passengers.
- Provided personalized assistance to passengers with special needs ensuring their comfort throughout the flight.
- Contributed to consistently high on-time performance records by completing tasks swiftly without compromising quality or safety standards.
- Ensured safety and comfort of customers onboard aircraft.
Fashion Consultant
Diesel Fashion India
11.2015 - 11.2017
- Helped in contributing highest sales in the North region among all stores.
- Elevated client satisfaction by providing personalized fashion consultations and recommendations.
- Help in getting things sorted for various customers which helped in increasing the credibility of store among other diesel store in north region shows some hospitality.
- Developed lasting relationships with clients leading to increased repeat business and loyalty.
- Assisted in merchandising store displays resulting in a visually appealing shopping environment.
- Conducted wardrobe audits for clients improving their overall style and outfit choices.
Internship
JW Marriott
12.2013 - 04.2014
- Supported staff members in their daily tasks reducing workload burden and allowing for increased focus on higher-priority assignments.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Assisted in the planning and execution of company events, resulting in increased employee engagement and satisfaction.
Education
B.Sc. in Hospitality Administration -
AIHM
Chandigarh05.2015
XII class (Arts) -
Bal Niketan Sr. Sec School
Chandigarh04.2012
X class -
Prestige Public School
Indore04.2009
Skills
- Personal grooming standards
- Exceptional communication
- Relationship Management
- Excellent in team work
- Cross-Functional Collaboration
- Training and Onboarding
Awards
- Secured Gold Medal in Cricket Match (Girls), Inter-house Match, Sports Day, Prestige Public School, Indore
- Secured Silver Medal in Kho- Kho Match (Girls), Inter-house Match, Sports Day, Prestige Public School, Indore
- Participated in Combating Discrimination against Women in GCG 11, Chandigarh
- Participated in Bacardi Master Mixer Workshop held in college
- Participated in Food and Beverage Service at Rose Festival by AIHM Chandigarh
- Appraised and offered the opportunity to work with Marriott during my internship period by Director of Food and Beverage Service
Disclaimer
I, Neha Thakur, hereby declare that all the information provided by me in this resume is true and authentic to the best of my knowledge.
Timeline
Customer Experience Manager
The Collective and International Brands
08.2021 - Current
Cabin Attendant
Indigo Airlines
11.2017 - 12.2019
Fashion Consultant
Diesel Fashion India
11.2015 - 11.2017
Internship
JW Marriott
12.2013 - 04.2014
B.Sc. in Hospitality Administration -
AIHM
XII class (Arts) -
Bal Niketan Sr. Sec School
X class -
Prestige Public School
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