Rajeev Singh Rawat
New Delhi
Summary
Experienced sales professional with a successful history of driving sales and building client relationships. Proficient in identifying customer needs, providing tailored solutions, and closing deals effectively. Skilled in communication, negotiation, and problem-solving. Strong team player with a proactive approach and a dedication to achieving targets.
Overview
14
14
years of professional experience
Work History
Account Support Manager (US Network)
Modern Growth Technologies Pvt. Ltd. (Also known as TheSqua.re)
05.2022 - Current
- Build long-term relationships with new accounts, and maintain strong relationships with existing customers.
- Assisted in creating reports regarding customer accounts and performance metrics.
- Coordinated with other departments within the organization to provide a seamless experience for clients.
- Performed quality checks on all incoming account requests before processing them.
- Monitored customer feedback regularly to evaluate effectiveness of services provided.
- Maintained relationships with clients through regular communication via phone or email.
- Documented all client interactions accurately in the CRM system.
- Actively participated in weekly meetings with stakeholders to discuss progress updates.
- Managed customer accounts by providing timely responses to inquiries, resolving issues, and ensuring satisfaction.
- Resolved escalated customer complaints in a professional manner.
- Developed and implemented procedures for account maintenance and management.
- Provided guidance to team members on complex technical problems that required additional assistance.
- Provided comprehensive support to customers on product usage, billing, and troubleshooting.
- Created detailed training materials for staff members related to customer service best practices.
- Identified areas of improvement in customer service processes and strategies.
- Analyzed supply chain data such as demand forecasts and inventory levels to identify areas of improvement.
- Identified potential suppliers and negotiated contracts that met the company's needs in terms of pricing, quality, service level agreements.
- Recruited qualified staff members to join the team at the travel agency.
Senior Executive Hotel Support Desk
FCM Travel Solution Pvt. Ltd.
Noida
01.2022 - 04.2022
- Verifying the room reservation done by the agents by sending vouchers to the Supplier, or by calling directly to the Property.
- Ensured accurate and up-to-date payment documentation
- Assisting agents in processing offline bookings through GDS, Booking.com, Desiya, MMT, GRN, TBO, and Expedia, etc.
- Documented daily processed bookings
- Enhanced payment methods to include Virtual card and Bank transfers for seamless self-payment
- Contracting of the properties.
- Managed large-scale group events and conferences.
Senior Associate Insurance Verification
Capline Services Pvt. Ltd.
Noida
07.2021 - 01.2022
- Verify insurance eligibility for dental insurances for upcoming appointments by utilizing online websites or by contacting the insurance companies directly.
- Maintains patient demographic information and data collection systems.
- Review patient deductibles and/or copays, and enter them into the internal online Insurance portal and spreadsheets provided to the frontend department at all locations.
- Participates in the development of organization procedures and update of forms and manuals.
- Answers questions from patients, Interaction team, billing staff, and insurance companies.
- Works in conjunction with the billing team to ensure clean billing.
- Participates in educational activities and attends monthly staff meetings.
- Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations.
- Assists in the development and communication of SOP for key areas to improve accuracy and understanding of processes.
Quality & Assistant Life Style Manager (UK & Europe)
MS Tours & Travels Pvt. Ltd
New Delhi
09.2019 - 04.2020
- Handling FIT and Group bookings of Niche client.
- Handled Events, Conferences, and Meetings for Corporate and FIT.
- Recruit & Train new agents geographically and systematically.
- Prepared Duty Roster and do Team Quality Check.
- Daily meeting with team regards to quality, pending, and assigned work.
- Prepared customer invoices, handled urgent booking and cancellation requests.
- Answered incoming phone calls and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provide follow-through on all calls with confirmations and dissemination of requested information.
- Increased company revenue, profits through [Up-selling Hotel Product and Higher category of rooms]
- Resolved service-related problems in a timely manner.
- Maintained and optimized inventory levels on an as-needed basis within the supply chain.
Reservations Supervisor (UK & Europe)
Tink Labs Pvt. Ltd
Gurugram
12.2018 - 08.2019
- Handling Group, FIT Bookings, and MICE.
- Developed a comprehensive training road map for new agents
- Implemented and maintained duty roaster for efficient scheduling of team members
- Reconciliation of hotel invoices, generate PV, and follow up for the payments.
- Conducted weekly productive meetings with team members.
- Implemented standard operating procedures efficiently
- Enhanced communication with clients to ensure successful closure
- Monthly Reconciliation of WEX statements and generate VCC (WEX) for Hotels
- Worked on Project (Hi B2B.com)
- Established internal databases and record management systems to ensure accuracy and integrity of all documentation and data.
- Recruited and trained new members of the reservation sales team.
- Kept team members updated on changes to hotel offerings, including products, services, pricing, and policies.
- Resolved service-related problems in a timely manner.
Team Leader, Reservations (UK & Europe)
MS Tours & Travels Pvt. Ltd
New Delhi
12.2014 - 12.2018
- Handling FIT and Group bookings of Niche client.
- Handling MICE & Corporate (Wipro, Tech Mahindra, Polaris, NIIT etc.)
- Conducted training sessions for new agents across different locations
- Duty Roster
- Conducted quality checks on products to ensure accuracy and compliance with standards.
- Conducted daily meetings with team
- Provided a high level of customer service to each person by engaging with the customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Follow up with the guest on ongoing requests to ensure we engage the customer and for speedy closures.
- Recruited and trained new members of the guest service team.
- Established internal databases and record management systems to ensure accuracy and integrity of all documentation and data.
- Increased company revenue, profits through [Up-selling Hotel Product and Higher category of rooms]
- Resolved service-related problems in a timely manner.
Sales & Marketing Manager
Stallen Hospitality
New Delhi
01.2011 - 10.2014
- Daily Occupancy Check.
- Generated new leads through cold calling techniques
- Prepared PPTs for meetings and conducted presentations
- Implemented consistent follow-up procedures with new clients to ensure customer satisfaction and increase repeat business.
- Compiled weekly reports for meetings, utilizing product, market, and customer data to accurately forecast sales and profit numbers.
- Ensuring conference, banquets, and room reservation bookings are taken care of while coordinating with different hotel departments.
- Stallen, Nehru place revenue has been taken from (04 Lakh) to (06 Lakh)
- Stallen, Jasola revenue has been taken from (07 Lakh) to (11 Lakh).
Front Office Manager
Stallen Hospitality
New Delhi
- Efficiently managed guest check-in and check-out procedures
- Trained new joiner on (IDS Software, day book, vouchers, etc.)
- Handling Guest Complaints
- Coordinate with Other Department to ensure zero complaints.
- Managed and processed bookings received through email and walk-in customers
- Maintained accurate records of financial transactions
- Operated cash register and processed customer payments
- C-Forms Submission.
- Managed duty roaster and shift schedules for a team of employees.
- Report to Manager (Rooms Occupancy, Daily revenue, Expected arrival next day)
- Offered backup support for front desk duties during employee absence or breaks.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the General Manager.
- Prepared Day Closing Report and Revenue reports for facilitating business Leaders in making key decisions and strategic operational planning.
Front Office Executive
Hotel Aashrey
New Delhi
- Handling guest check-in and check-out.
- IDS Software.
- Managed guest complaints and resolved issues promptly
- Received and processed booking requests via email and in-person inquiries
- Updated Day book and vouchers
- Handling Cash Counter.
- C-Forms Submission.
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, and greeting visitors.
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate.
Education
Bachelor of Arts - Political Science
Dyal Singh College, Delhi University
New Delhi, Delhi09.2013
12th Standard-Humanities
D.T.E.A Senior Secondary School
New Delhi, Delhi05.2009
10th Standard-C.B.S.E
D.T.E.A Senior Secondary School
New Delhi, Delhi05.2007
Skills
- MS Office
- Sales & Marketing
- Customer Handling
- Account Management & Retention
- Administration and Reporting
- Time Management
- Multitasking
- Data-driven decision-making
- Upselling strategies
- Revenue Forecasting
- Staff Management
- Contract Negotiation
Personal Information
Title: Account Support Manager
Languages
- English
- Hindi
- Elementary Tamil
Hobbies and Interests
- Reading Book
- Travelling
- Movies
Timeline
Account Support Manager (US Network)
Modern Growth Technologies Pvt. Ltd. (Also known as TheSqua.re)
05.2022 - Current
Senior Executive Hotel Support Desk
FCM Travel Solution Pvt. Ltd.
01.2022 - 04.2022
Senior Associate Insurance Verification
Capline Services Pvt. Ltd.
07.2021 - 01.2022
Quality & Assistant Life Style Manager (UK & Europe)
MS Tours & Travels Pvt. Ltd
09.2019 - 04.2020
Reservations Supervisor (UK & Europe)
Tink Labs Pvt. Ltd
12.2018 - 08.2019
Team Leader, Reservations (UK & Europe)
MS Tours & Travels Pvt. Ltd
12.2014 - 12.2018
Sales & Marketing Manager
Stallen Hospitality
01.2011 - 10.2014
Front Office Manager
Stallen Hospitality
Front Office Executive
Hotel Aashrey
Bachelor of Arts - Political Science
Dyal Singh College, Delhi University
12th Standard-Humanities
D.T.E.A Senior Secondary School
10th Standard-C.B.S.E
D.T.E.A Senior Secondary School
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