Pradhan Gargi
Dynamic Hospitality Professional with 10+ Years of Expertise in Customer Success Management, Front Office Operations, and Strategic Account Planning
Hyderabad
Summary
Results-oriented hospitality professional with over 10 years of industry experience, seeking the position of Customer Success Manager at Maxgreen Nutravedics LLP. Proven track record in enhancing customer satisfaction, building strong relationships, and implementing strategic initiatives for business growth.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
2
2
Languages
Work History
Customer Success Manager
Maxgreen Nutravedics LLP
Hyderabad
05.2018 - Current
- Orchestrated successful onboarding for new clients, ensuring seamless integration and providing personalized training sessions
- Managed portfolio of key accounts, serving as primary point of contact, and implemented strategic account plans resulting in 20% increase in customer satisfaction
- Conducted regular check-ins with clients, addressing concerns, and identifying upsell opportunities, contributing to improved customer retention
- Cultivated strong customer relationships, converting satisfied clients into advocates, garnering testimonials and contributing to referral-driven business growth
- Implemented feedback collection system, utilizing customer insights to drive product improvements and enhance overall customer experience
- Proactively mitigated risks by monitoring customer usage patterns, leading to 15% reduction in churn through timely interventions
- Collaborated cross-functionally with Sales, Product Development, and Support teams to ensure prompt and efficient resolution of customer needs.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery
- Implemented effective communication strategies that fostered long-lasting connections with customers
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings
Duty Manager
Aditya Hometel, A Sarovar Hotel
Hyderabad
08.2012 - 12.2018
- Responsible for maintaining, administrating, and supervising entire Front-Office department operations, including Front-Office operations, Reservation, Guest Relations, Bell Desk, Operator, and Travel Desk
- Provided guests with maximum efficiency of services, comfort, and guest satisfaction
- Imparted training to departmental staff and evaluated work performance of staff
- Held regular departmental meetings
- Kept and maintained accurate records according to set standards and procedures
- Organized sales promotion activities to build-up strong Customer Relationship with existing clients and organized various events and theme parties
- Ensured maximum customer satisfaction by closely interacting with in-house and potential guests to understand their requirements and customizing products and services with optimum resource utilization
- Coordinated with all other operational departments to ensure total guest satisfaction during their stay at hotel
- Handled Taxis, Coaches to be arranged for arrivals, departures, sightseeing tours, etc
- Coordinated with other Departmental Heads for VIP in-house, Groups & Conference Arrivals, Room Clearances, etc.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members
- Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans
- Developed strong relationships with key clients, vendors, and business partners to foster collaborative working environment
Front Office Executive
KATRIYA HOTEL & TOWERS
Hyderabad
09.2010 - 08.2012
- Took care of all Reservations via various modes
- Registered Guest
- Trained Front office Staff
- Blocked rooms
- Took care of VIPs
- Assisted guests during their stay in hotel
- Took feedback from guests and informed Front office Manager in case any service recovery required.
- Managed agendas, travel arrangements, and appointments for 10 upper management staff members
- Arranged and executed 70 major corporate and sales meetings annually and secured solid and professional business commitments from top quality venues and vendors
- Streamlined front desk operations by implementing efficient check-in and check-out procedures
- Developed rapport with repeat guests, providing personalized service that fostered loyalty to establishment
- Effectively communicated policies regarding payments, cancellations, late arrivals, or no-shows clearly to guests during registration processes
F.O.A
HOTEL ELLAA SUITES
Hyderabad
01.2008 - 09.2010
- Registered Guest
- Blocked rooms
- Assisted guests during their stay in hotel
- Worked as Shift In charge
- Handled cash and guest billing.
- Gained extensive knowledge in data entry, analysis and reporting
- Delivered services to customer locations within specific timeframes
- Proven ability to develop and implement creative solutions to complex problems
- Identified issues, analyzed information and provided solutions to problems
- Worked effectively in fast-paced environments
Education
Masters in Tourism & Hospitality Services (M.T.H.S) -
Bijupatnaik College of Hotel Managment And Tourism
Odisha 01.2007 - 04.2009
Bachelor’s in Arts -
Berhampur University
Odisha 01.2004 - 04.2007
Higher Secondary -
Chatrapur Govt Science School
Odisha 01.2002 - 04.2004
Secondary -
Chatrapur Govt High School
Odisha 01.2000 - 04.2002
Skills
Training and Evaluation
undefinedAccomplishments
- Successfully completed the workshop “Train the trainer” in 2011.
- Distinction of managing overall activities related to guest satisfaction through continuous guest’s feedback analysis and conducting review meets on day-to-day basis.
- Ensuring maximum guest satisfaction by closely interacting with guests and understand their requirements & services to their needs.
- Strategizing policies & procedures in the operating systems and train and motivate the Department staff to deliver 100% Guest Satisfaction.
Personal Information
- Passport Number: B9572239
- Passport Date Of Issue: 06/02/24
- Passport Expiry Date: 05/02/34
- Date of Birth: 04/19/86
- Marital Status: Married
References
Available on request
Timeline
Customer Success Manager
Maxgreen Nutravedics LLP
05.2018 - Current
Duty Manager
Aditya Hometel, A Sarovar Hotel
08.2012 - 12.2018
Front Office Executive
KATRIYA HOTEL & TOWERS
09.2010 - 08.2012
F.O.A
HOTEL ELLAA SUITES
01.2008 - 09.2010
Masters in Tourism & Hospitality Services (M.T.H.S) -
Bijupatnaik College of Hotel Managment And Tourism
01.2007 - 04.2009
Bachelor’s in Arts -
Berhampur University
01.2004 - 04.2007
Higher Secondary -
Chatrapur Govt Science School
01.2002 - 04.2004
Secondary -
Chatrapur Govt High School
01.2000 - 04.2002