Shalu Jawa
Dispute Resolution Specialist
New Delhi
Summary
Experienced with conflict resolution, mediation, and negotiation techniques. Utilizes effective communication to facilitate fair outcomes and maintain positive relationships. Track record of resolving disputes efficiently, ensuring satisfaction for all parties involved.
Overview
10
10
years of professional experience
1
1
Language
Work History
Dispute Resolution Specialist
Fareportal Pvt Ltd.
10.2018 - Current
- Resolved complex customer disputes by employing effective negotiation techniques, resulting in increased customer satisfaction and retention.
- Analyzed dispute data to identify trends, enhancing the effectiveness of resolution strategies and improving operational efficiency.
- Facilitated communication between customers and departments to ensure timely dispute resolution, promoting interdepartmental collaboration and timely outcomes.
- Developed and implemented process improvements for dispute resolution workflows, significantly reducing resolution timeframes and enhancing service quality.
- Managed high-volume dispute cases, prioritizing issues effectively to maintain service levels and ensure compliance with company policies.
Guest Service Associate
EROS Hotel, Nehru place
10.2015 - Current
- Started wonderful career on 28th Oct 2015 with Marriott Global Reservation Sales and Customer Care till now.
- Reservation Associate (Oct 2015 – Till Now)
- Started career with GRSCC as a Reservation Associate.
- Role :-
- Core role was to process reservation through emails/calls.
- Handling FIT, corporate and wholesaler reservations.
- Assisting guests for any query they have about Marriott Hotels
- Highlights :-
- Received the guest appreciation E-mails and automated guest survey.
- From the day 1 of carrier, never received any written warning letter.
- Recognised and appreciated for handling inbox efficiently.
- Successfully helped the team in learning new software brought by Marriott International named “Engage”.
- Appreciated for the highest reservations and internal shop calls.
- Recognised as Star Performer for 09 months out of 12 months.
- Became the mentor of the new hires.
- Won appreciation award for quality work.
Reservation Associate
Marriot International
11.2016 - 04.2018
- Managed customer reservations efficiently, ensuring accurate booking details and enhancing guest satisfaction through exceptional service.
- Resolved guest inquiries and issues promptly, fostering positive experiences and building long-term customer loyalty.
- Coordinated with various departments to streamline operations, resulting in improved workflow and reduced booking errors.
- Utilized reservation systems to track and manage bookings, maintaining data integrity while optimizing resource allocation.
- Conducted regular audits of reservation data, ensuring compliance with company policies and improving accuracy in guest records.
- Enhanced customer satisfaction by efficiently handling reservations and addressing inquiries.
Education
Graduation -
Delhi University
01.2016
Diploma - undefined
Frankfinn Institute
South Ex, New Delhi, India01.2014
12th Standard - undefined
Lal Bahadur Shastri
New Delhi, India01.2013
10th Standard - undefined
Lal Bahadur Shastri
New Delhi, India01.2011
Skills
Dispute resolution
Customer negotiation
Data analysis
Process improvement
Teamwork and collaboration
Personal Information
- Fathers Name: - Mr. Ashok Kumar Jawa
- Mothers Name: - Mrs. Usha Jawa
- Date of Birth: - 1995-02-02
- Gender: - Female
- Marital Status: - Single
- Nationality: - Indian
- Place:-
- Date: -
- (Shalu Jawa)
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer interaction.
Timeline
Dispute Resolution Specialist
Fareportal Pvt Ltd.
10.2018 - Current
Reservation Associate
Marriot International
11.2016 - 04.2018
Guest Service Associate
EROS Hotel, Nehru place
10.2015 - Current
Diploma - undefined
Frankfinn Institute
12th Standard - undefined
Lal Bahadur Shastri
10th Standard - undefined
Lal Bahadur Shastri
Graduation -
Delhi University