Rahul Thakur
Customer Service Executive
Summary
Dynamic and customer-focused professional with a strong background in customer service, hospitality, and team development. Demonstrated track record of excellence in fast-paced environments, including Amazon and the hospitality industry. Recognized for exceptional communication skills, empathy, and a solution-oriented mindset. Proven ability to progress from associate to subject matter expert within Amazon process, consistently exceeding performance metrics and contributing to process improvements. Adept at complaint resolution, customer engagement, and delivering high-quality service experiences. Committed to driving customer satisfaction, operational efficiency, and continuous growth.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Service Associate
Amazon (Formerly Frontizo Business Pvt. Ltd)
01.2025 - Current
- Transitioned to Amazon following the company's acquisition of Frontizo Business Pvt. Ltd. , continuing to support North American customers with the same commitment to excellence.
- Manage high-volume inbound queries related to orders, deliveries, and returns with a strong focus on problem resolution, empathy, and brand integrity.
- Maintain service excellence by adhering to Amazon's updated customer experience protocols and utilizing advanced tools to ensure timely resolutions.
- Actively contribute to continuous improvement initiatives by providing feedback on recurring customer issues and collaborating with team members to improve processes.
- Maintained a high level of product knowledge, providing accurate information to customers.
Subject Matter Expert
Frontizo Business Pvt. Ltd. (Jv-Amazon)
03.2023 - 12.2024
- Began as a Customer Service Associate, efficiently managing inbound calls from North American Amazon customers, resolving order-related queries, and ensuring high standards of customer satisfaction.
- Ensured compliance with all company policies regarding refunds or exchanges while providing excellent communication skills towards upset customers.
- Recognized for outstanding performance and selected as Floor Support just three months after joining. Provided on-ground support and guidance to over 80 new hire associates across 15+ batches for both Voice and Message Us processes Delivered process knowledge , real time auditing helped troubleshoot real-time issues, and prepared associates for production with an average success rate of 95%.
- Progressed to a Subject Matter Expert (SME) on a holiday role from February 2024, leading and supporting a team of 20 associates by monitoring performance, ensuring adherence to work hygiene standards, and reporting to the Team Manager.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Senior Front Office & Reservation Executive
Almanar Grand & Deluxe Hotel Apartment
02.2019 - 07.2022
- Responsible for the hotel reservation queries for both hotels.
- Dealing in group bookings, Fit Bookings and Monthly contracts, TA & OTA's bookings.
- Having knowledge of entire reservations procedures.
- Gain knowledge of Channel managers Rezgain, Staah and extranet of OTA's.
- Dealing with travel Agents and OTA's to maintain the proper occupancy.
- Keep a track of future forecast and discuss with reservation manager on daily basis.
- Preparing daily reports and keep checking comset to maintain the rates and discussing regularly with reservation manager.
- Gain knowledge Inventory control, Revenue control.
- 2 times best employee of month.
Front Office Supervisor
Pallavi Hotels & Resorts
08.2017 - 01.2019
- Great guest on their arrival.
- Complete registration formalities of guest with confirmed reservation.
- Check availability of room in case of walk in.
- Knowledge of room's locations, types of rooms available, and room rates.
- Use up-selling techniques to sell rooms and also promote other services of hotel.
- Co-ordinate room status with housekeeping department.
- Notifying housekeeping of all check out late check out and special request.
- Process guest check out request.
- Post all credit charges to guest folio.
- Attach all supporting with company bills.
- Process night audit.
Education
Bachelor Of Science - Hospitality
AIHMCA
Skills
Customer Service
Timeline
Customer Service Associate
Amazon (Formerly Frontizo Business Pvt. Ltd)
01.2025 - Current
Subject Matter Expert
Frontizo Business Pvt. Ltd. (Jv-Amazon)
03.2023 - 12.2024
Senior Front Office & Reservation Executive
Almanar Grand & Deluxe Hotel Apartment
02.2019 - 07.2022
Front Office Supervisor
Pallavi Hotels & Resorts
08.2017 - 01.2019
Bachelor Of Science - Hospitality
AIHMCA
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