Niyati Parekh
Customer Service Expert
Mumbai,MH
Summary
Knowledgeable and dedicated customer service professional with 5 years of experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers and guests. Specialize in quality, speed and process optimization. Trained in hospitality management, excellent communications and time management with extensive knowledge of customer satisfaction and proven multitasking abilities. Committed to maintaining professional relationships with clients to drive customer happiness.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative
Tech Mahindra Business Services
Mumbai, Maharashtra
08.2019 - Current
- Manage large amounts of inbound queries in a timely manner while
identifying customers’ needs, clarify information, research every issue and provide solutions and/or alternatives and resolve conflicts. - Work on internal software such as JIRA, CRM and Intercom.
- Met and exceeded set KPI and targets as individual and team.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
Business Center Associate
The St.Regis Hotel
Mumbai, Maharashtra
09.2018 - 07.2019
- Ensure as well as to up-keep all equipment of the business center in good condition and be responsible for its general maintenance.
- Responsible for updating all valid business information, knowledge to operate computer, photocopier and telecommunication machines.
- Provide rental equipment and meeting rooms to in house and external guests and apply pertinent charges according to the business center tariff using Opera.
- Negotiate with local & overseas courier companies to provide courier service for our guests.
- Be fully aware of the daily and monthly revenue related to the business center and prepare report accordingly.
- Ensure front office manager being well informed on every aspect concerning daily operation.
Online Chat Representative
Haptik Infotech
Mumbai, Maharashtra
04.2016 - 06.2017
- Make travel arrangements for customers via chat.
- Work internally with team members on Slack
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Process payments via chat and back end.
- Cross-trained and backed up other customer service managers.
Education
Aviation, Travel And Hospitality Management
Frankfinn Institute
India 06.2017 - 06.2018
Bachelor of Arts - Geography
KES Shroff College of Arts And Commerce
India 07.2012 - 07.2017
Skills
Customer Support
Accomplishments
- Awarded 'Top Notch' for being in top 5 advisors for the year.
- Awarded 'Act with Integrity' by Marriott Hotels.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
Customer Service Representative
Tech Mahindra Business Services
08.2019 - Current
Business Center Associate
The St.Regis Hotel
09.2018 - 07.2019
Aviation, Travel And Hospitality Management
Frankfinn Institute
06.2017 - 06.2018
Online Chat Representative
Haptik Infotech
04.2016 - 06.2017
Bachelor of Arts - Geography
KES Shroff College of Arts And Commerce
07.2012 - 07.2017
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