SAHIL SHANE GUPTA
Kolkata
Summary
Customer support professional with over 8 years of experience delivering high-quality service in hospitality, travel, and operations. Proven expertise in handling customer queries, resolving escalations, managing service requests, and ensuring high customer satisfaction across voice and non-voice channels. Adept in CRM and ticketing systems, documentation, policy compliance, and empathetic communication, with a consistent focus on first-contact resolution, service quality, and customer retention.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Representative, Operations
EXPEDIA (CONCENTRIX)
Kolkata
03.2024 - Current
Restaurant Manager / Store Manager
KFC
10.2022 - 12.2023
Front Office Faculty
KRYSTAL SCHOOL OF EXCELLENCE FOUNDATION
Kolkata
06.2022 - 09.2022
Front Office Faculty
INDIAN INSTITUTE OF HOTEL MANAGEMENT
Kolkata
07.2019 - 06.2022
Front Office Executive
THE LALIT GREAT EASTERN HOTEL
Kolkata
03.2019 - 06.2019
Front Office Executive
MARRIOTT EXECUTIVE APARTMENTS
Hyderabad
04.2018 - 01.2019
Guest Service Associate (Front Office)
J.W. MARRIOTT HOTEL
Kolkata
09.2016 - 04.2018
- As a Rooms Controller and Concierge.
- Recognized on the Marriott global site as a star employee for going above and beyond to ensure a comfortable and uninterrupted guest stay.
- Received various appreciations and appraisals throughout tenure.
Education
ICSE -
ST. JAMES' SCHOOL
ISC -
ST. JAMES' SCHOOL
1st Year -
IHM KOLKATA
2nd Year -
IHM KOLKATA
3rd Year -
IHM KOLKATA
Skills
- Customer Support
- Customer Experience
- Query Resolution
- Escalation Management
- Voice Support
- Non-Voice Support
- Complaint Handling
- Customer Retention
- CRM Tools
- Ticketing Tools
- Opera PMS
- MARSHA
- Service Quality
- SLAs
- Process Compliance
- Accurate Documentation
- Case Management
- Cross-Functional Team Collaboration
- Problem Solving
- Decision Making
- Clear Communication
- Customer Empathy
Certification
Executive Development Program
Accomplishments
- Recognized on the Marriott global site as a star employee for going above and beyond to ensure a comfortable and uninterrupted guest stay.
- Received various appreciations and appraisals throughout tenure.
Awards
Employee of the Month
Languages
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Proficient
C2
Timeline
Senior Representative, Operations
EXPEDIA (CONCENTRIX)
03.2024 - Current
Restaurant Manager / Store Manager
KFC
10.2022 - 12.2023
Front Office Faculty
KRYSTAL SCHOOL OF EXCELLENCE FOUNDATION
06.2022 - 09.2022
Front Office Faculty
INDIAN INSTITUTE OF HOTEL MANAGEMENT
07.2019 - 06.2022
Front Office Executive
THE LALIT GREAT EASTERN HOTEL
03.2019 - 06.2019
Front Office Executive
MARRIOTT EXECUTIVE APARTMENTS
04.2018 - 01.2019
Guest Service Associate (Front Office)
J.W. MARRIOTT HOTEL
09.2016 - 04.2018
ICSE -
ST. JAMES' SCHOOL
ISC -
ST. JAMES' SCHOOL
1st Year -
IHM KOLKATA
2nd Year -
IHM KOLKATA
3rd Year -
IHM KOLKATA