Suhesh Vhaval

1. Started as an Experience Manager (19/08/2019)-(17/09/2020)

2. Associate Key account Manager ( 18/09/2020 ) - ( 30/06/2021)

3. Key Account Manager ( 01/07/2021 ) - ( 15/12/2021)

4. Deputy Regional Key account Manager (16/12/2021) - (12/10/2022)

5. Customer Success Director ( 13/10/2022 ) - Till Date

Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Generated reports and communicated results to stakeholders to provide insights into customer success.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Monitored customer progress and addressed customer inquiries with timely and accurate updates.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
• Created customer support strategies to increase customer retention.
• Collaborated with sales and product teams to address customer success objectives.
• Established team priorities, maintained schedules and monitored performance.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Identified growth opportunities and ensured best products fit for school is upsold. Drive Cross-sell.
• Closely Monitor NPS score for all schools and do RCA for detractors.
• Train partner schools and Academic coordinators with school ERP.
• Help Parents / teachers / parents understand student app usage and promote its usage.
• Drive Customer Retention, reduce churn and increase customer satisfaction.

• Oversee operational functions of hotel and ensure all decisions are made in interest of company
• Managed Capital O Hotels and over 35 hotels in Bund garden / Koregaon-park/Viman-nagar cluster.
• Regular briefings and trainings for staff
• Manage ongoing profitability of hotel, ensuring revenue and guest satisfaction targets are met
• Closely monitor NPS score and plan for betterment of services in each hotel
• Responsible for safeguarding quality of operations, both internal and external audits
• Responsible for improving guest experience, revenue growth, maintaining good business relationships with owners of hotels
• Handling guest escalations, reconciliation.
• Doing RCA and resolve issues
• Managing key accounts.

• Front office / Concierge / Airport / Guest relations operations
• Escalations management
• Revenue and growth
• Upsell and cross-sell
• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• Initiated plans to improve customer relations, quality standards, and service efficiency.
• Trained employees in essential job functions.
• Developed and implemented useful strategies to increase sales and customer satisfaction.
• Developed and implemented new procedures and policies to improve operational productivity.
• Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
• Implemented cost-saving measures to enhance profitability and align with budget.
• Mentored and supported junior staff members to apply best practices and follow procedures.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Maintained compliance with company policies, objectives, and communication goals.
• Training and development of new team members
• Inventory management
• Coordination with cross functional teams for guests services

• Front office operations
• Managing concierge operations
• Airport operations
• Upsell
• Cross-sell
• Guest feedback
• (Social media feedbacks )
• Resolved problems, improved operations and provided exceptional service.
• Strengthened communication skills through regular interactions with guests and cross functional teams.
• Worked flexible hours across night, weekend and holiday shifts.
• Provided professional services and support in dynamic work environment.
• Excellent communication skills, both verbal and written.
• Passionate about learning and committed to continual improvement.