Sushrut Walvekar
Hyderabad
Summary
Enhance Team performance and maximize customer satisfaction by strategically managing calls and implementing process developments. Talented leader offering top-notch abilities in Team and Program Management, interpersonal communication and administrative oversight. Successful at mentoring employees to promote culture of collaboration and continues improvement.
Overview
8
8
years of professional experience
Work History
Revenue Management Intern
Accor (NHCC)
Hyderabad
03.2024 - Current
- Analyzed historical booking data and market trends to understand pricing strategies.
- Perform detailed, in-depth analysis of current and past market performance using various data tools.
- Monitor competitor rates and movement and make adjustments accordingly.
- Understanding of Displacement Analysis for group quotation.
- At NHCC have understood Revenue Management concepts like Pricing Strategy, Inventory Management, Forecasting and Budgeting, Data analytics, Channel Management.
- Have understood to operate on tools such as Opera Could, EZRMS,OTA Insight, Hotel Distribution, Demand360, Agency 360, STR, Hotel snapshot.
Assistant Financial & Insurance Advisor
Satish Walvekar
Hyderabad
06.2022 - 12.2023
- Assessed customer risk levels and recommended appropriate coverage options.
- Educated customers on importance of maintaining adequate insurance coverage.
- Advised customers on best ways to minimize risks associated with their assets.
CS Team Manager
Amazon
Noida
09.2020 - 03.2022
- Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.
- Oversaw employee recognition programme to encourage professional development and high performance.
- Supervised and delegated tasks to employees to meet key productivity targets.
- Listened to team members' feedback and proactively addressed concerns.
- Conducted regular appraisals and performance reviews, highlighting training and development opportunities.
- Managed and mentored team of 15 - 45 Customer Service Representative, Escalation Supervisor and Team Leads to continuously deliver exceptional service.
- Monitored staff performance, continually seeking ways to improve team delivery to financial success.
- Supervised and mentored junior team members, providing detailed instructions and guidance to maximise team efficiency.
Customer Service Team Lead
Amazon
Hyderabad
12.2017 - 09.2020
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Assisted customers by answering questions, responding to inquiries and handling telephone requests.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Immediately escalated issues to correct individuals when typical procedures did not bring resolution.
Customer Service Representative
Amazon
Hyderbad
06.2016 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
St.Anthony's High School
Hyderabad, India04-2011
Skills
- Leadership Skills
- Team Management
- Communication skills
- Research
- Team building strategies
- Team coaching
- Project management
Accomplishments
- Received Fly High TM award for WK 43,44,45.
- Received Multiple Best Performance Award as a Customer Service representative and supervisor.
Timeline
Revenue Management Intern
Accor (NHCC)
03.2024 - Current
Assistant Financial & Insurance Advisor
Satish Walvekar
06.2022 - 12.2023
CS Team Manager
Amazon
09.2020 - 03.2022
Customer Service Team Lead
Amazon
12.2017 - 09.2020
Customer Service Representative
Amazon
06.2016 - 12.2017
High School Diploma -
St.Anthony's High School
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