Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic
RISHABH SHARMA

RISHABH SHARMA

NOIDA

Summary

To enhance my professional skills, capabilities and knowledge in an organization which recognizes the value of hard work and trust me with responsibilities and challenges. Experienced business development professional looking for leadership position with increasing responsibility and room to contribute to company success. Solid record of achievement over more than 6 years in service industry.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Hotel Radisson Blue
Noida
07.2021 - 08.2024
  • Guest Interaction: Greet and assist guests upon arrival, check-ins, and check-outs, ensuring a warm and welcoming atmosphere.
  • Reservation Management: Handle guest reservations, cancellations, and modifications efficiently through various channels (phone, email, website).
  • Information Provider: Provide guests with information about hotel services, amenities, and local attractions to enhance their stay.
  • Issue Resolution: Address and resolve guest complaints and issues promptly, ensuring a positive experience.
  • Billing and Payments: Manage billing processes, including handling payments, issuing receipts, and resolving billing inquiries.
  • Feedback Collection: Gather guest feedback through surveys and direct communication to improve service quality.
  • Collaboration: Work closely with other departments (housekeeping, maintenance, food and beverage) to ensure seamless service delivery.
  • Record Keeping: Maintain accurate records of guest interactions, reservations, and special requests in the hotel management system.
  • Sales and Promotions: Promote hotel services, packages, and special offers to guests during interactions.
  • Crisis Management: Handle emergencies and crises with composure, following established protocols to ensure guest safety.
  • Team Support: Assist fellow team members as needed, fostering a collaborative and supportive work environment.
  • Training Participation: Engage in ongoing training to stay updated on hotel policies, procedures, and service standards.
  • Cultural Sensitivity: Respect and accommodate the diverse cultural backgrounds of guests, ensuring inclusive service.
  • Professional Appearance: Maintain a professional demeanor and appearance, adhering to the hotel’s grooming standards.
  • Performance Metrics: Meet or exceed performance metrics related to guest satisfaction, response time, and service quality.

Customer Service Executive

Jio Customer Care
Noida
02.2019 - 06.2021
  • Customer Interaction: Engage with customers via calls, chats, or emails to address their inquiries and concerns.
  • Issue Resolution: Diagnose and resolve customer issues related to services, billing, and technical problems effectively.
  • Product Knowledge: Maintain comprehensive knowledge of Jio products and services to provide accurate information and support.
  • Customer Feedback: Gather and document customer feedback to help improve services and enhance customer satisfaction.
  • Troubleshooting: Assist customers with troubleshooting steps for technical issues, guiding them through solutions.
  • Escalation Procedures: Recognize when to escalate complex issues to higher management or technical teams for resolution.
  • Record Keeping: Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
  • Follow-Up: Conduct follow-up calls or messages to ensure customer issues are resolved satisfactorily.
  • Team Collaboration: Work closely with colleagues and other departments to provide seamless support to customers.
  • Compliance and Policies: Adhere to company policies, procedures, and compliance guidelines while handling customer interactions.
  • Empathy and Patience: Demonstrate empathy, patience, and professionalism, especially when dealing with frustrated or upset customers.
  • Sales Opportunities: Identify opportunities to upsell or cross-sell Jio products and services when appropriate.
  • Training and Development: Participate in training sessions to enhance skills and stay updated on new products and services.
  • Performance Metrics: Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction ratings.
  • Crisis Management: Handle high-pressure situations calmly and efficiently, ensuring customer concerns are addressed promptly.

Education

Master of Business Administration - Marketing and International Business

Radha Govind Group of Institutions
Meerut
01-2023

B.A ENGLISH -

Vinayak Mission Sikkim University
2017

Intermediate - Science

Meerut Public school
Meerut, UP
2014

Certificate of Higher Education - Science

Meerut Public School
Meerut, UP
2012

Skills

  • Communication Skills: Excellent verbal and written communication skills to effectively interact with guests and colleagues
  • Problem-Solving Abilities: Strong analytical skills to quickly identify issues and provide effective solutions
  • Empathy and Patience: Ability to understand and relate to guests’ concerns, demonstrating empathy and patience
  • Interpersonal Skills: Strong relationship-building skills to connect with guests and create a positive experience
  • Multitasking: Ability to manage multiple tasks efficiently in a fast-paced environment
  • Attention to Detail: Keen attention to detail to ensure accuracy in reservations, billing, and service delivery
  • Time Management: Effective time management skills to prioritize tasks and meet deadlines
  • Adaptability: Flexibility to adapt to changing situations and guest needs
  • Sales Skills: Ability to promote and upsell hotel services and packages to enhance revenue
  • Team Collaboration: Strong teamwork skills to collaborate effectively with various departments
  • Cultural Sensitivity: Awareness and respect for diverse cultural backgrounds and preferences
  • Technical Proficiency: Familiarity with hotel management systems and basic computer skills
  • Customer Focus: A strong commitment to providing exceptional customer service and ensuring guest satisfaction
  • Conflict Resolution: Skilled in resolving conflicts and managing difficult situations with professionalism
  • Positive Attitude: Maintaining a friendly and positive demeanor, even in challenging situations

Additional Information

  • Awarded For the 'Highest Achievement Revenue'.
  • Awarded For the 'Superior customer satisfaction experience.'
  • Awarded For the ' Highest Annual Revenue Achievement.'
  • Awarded For the ' Best Sales Person.'

Languages

English
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Punjabi
Beginner
A1

Timeline

Customer Service Representative

Hotel Radisson Blue
07.2021 - 08.2024

Customer Service Executive

Jio Customer Care
02.2019 - 06.2021

Master of Business Administration - Marketing and International Business

Radha Govind Group of Institutions

B.A ENGLISH -

Vinayak Mission Sikkim University

Intermediate - Science

Meerut Public school

Certificate of Higher Education - Science

Meerut Public School

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