Utkarsh Singh
Summary
Dynamic Senior Executive with a proven track record at MakeMyTrip, excelling in root cause analysis and process improvement. Adept at enhancing customer service quality and fostering strong vendor relationships. Recognized for problem-solving abilities and driving significant operational enhancements, ensuring exceptional customer satisfaction and efficient service delivery.
Overview
12
12
years of professional experience
Work History
Senior Executive
MakeMyTrip
03.2022 - 11.2025
- Conduct a thorough Root Cause Analysis (RCA) for social and leadership team escalations.
- Identify and analyze business and technical issues, forwarding findings to relevant departments for improvement.
- Suggest and implement enhancements to current processes to make the app or website more user-friendly.
- Detect and address center/agent errors to enhance overall customer service quality.
- Collaborate with cross-functional teams to drive process improvements, and resolve escalations effectively.
- Track and report on RCA findings, providing regular updates to senior management.
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provide training to new joiners about the process.
- Maintaining & Managing Department reports.
Senior Executive
Ferns & Petals
11.2020 - 03.2022
- Handling customer queries, complaints, and providing resolutions on calls or via emails.
- Maintaining AHT, SLA, and CSAT.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Resolve end-to-end challenges faced by over 500 franchisees pan-India.
- Worked on price negotiations and partner acquisition.
- Maintaining and managing order reports.
- Gained practical experience in domains such as Retail Management and Consumer Behavior.
Senior Executive In Holidays Operations
Make My Trip
09.2019 - 04.2020
- To maintain service levels and ensure customer satisfaction at all times.
- Handling walk-in customers and grievances.
- Maintaining SL and CSAT.
- Coordinate with different teams in order to provide resolution to customers.
- Coordinating with local or international vendors for transportation, accommodation, and itineraries.
- Handling customer queries and providing the best itineraries as per requirements.
- Complete knowledge of hotel operations and creating bookings.
- Handled customer issues, including unhappy clients, missed flights, overbooked hotels, mistakes in the itinerary, or any other last-minute changes.
- Coordinating with on-ground guest issues.
- Deals with domestic and international clients based on their needs, budgets, and exceptions.
- To develop and maintain a good relationship with vendor partners.
- Providing resolutions to customers on escalated cases.
- To achieve the target within the stipulated time.
- Handle operational calls, emails, and chat processes (international and domestic).
- Managing clients' issues and resolving them as per SOP.
Executive
Goibibo
06.2016 - 08.2019
- To develop and maintain a good relationship with hotel business partners.
- To maintain service levels and ensure customer satisfaction at all times.
- Educating new and existing hotel business partners by phone on how to use the extranet and the rates and availability system.
- Responsible for the smooth functioning of the department and providing the required support and guidance.
- Providing hotel partners with information to their queries (content, rates, pending payments), and advice mainly by phone and email, including follow-ups.
- Providing resolutions to customers on escalated cases.
- Provide training to new joiners about the process.
- Price renegotiation with the hotel business partner and maintaining price parity.
- Stuck case, crisis, procurement management.
- Establish a rapport with hotel business partners and maintain a good relationship.
- Maintaining SL and CSAT.
- To achieve the target within the stipulated time.
Guest Service Associate
Lemon Tree Hotel - Delhi Airport
01.2015 - 05.2016
- Efficiently manage Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
- Taking care of reservations at unit level.
- Responsible for smooth functioning of the department and providing required support and guidance.
- Establish a rapport with guests maintaining good customer relationship.
- Develop and assist with training activities focused on improving skills and knowledge.
- Maintains positive guest and colleague interactions with good working relationships.
- Exercise responsible management and behaviour at all times and positively representing the hotel management team.
Front Office Associate (Butler)
The Lalit Mumbai Hotel
01.2014 - 12.2014
- Greeting guests and acquainting them with the hotel's amenities.
- Anticipating guests' needs and solving their problems.
- Researching dining and entertainment recommendations and making reservations.
- Providing directions and information about local points of interest.
- Ensuring rooms and common areas meet guest standards.
Education
BHM - Hospitality Management
Kukreja Institute
Dehradun01.2014
12th - Commerce
I.S.E.
Prayagraj01.2010
10th - Commerce
I.C.S.E.
Prayagraj01.2008
Skills
- Root cause analysis
- Tools Operation
- Customer service
- Process improvement
- Vendor negotiation
- Customer relationship management
- Problem solving
- Computer skills
Accomplishments
Achieved Best Employee of the Month.
Computer Application Skills
- Nice tool
- JIRA tool
- eNett Portal
Languages
- Hindi
- English
Personal Information
- Date of birth: 04/14/1994
- Native Place :- Prayagraj
Timeline
Senior Executive
MakeMyTrip
03.2022 - 11.2025
Senior Executive
Ferns & Petals
11.2020 - 03.2022
Senior Executive In Holidays Operations
Make My Trip
09.2019 - 04.2020
Executive
Goibibo
06.2016 - 08.2019
Guest Service Associate
Lemon Tree Hotel - Delhi Airport
01.2015 - 05.2016
Front Office Associate (Butler)
The Lalit Mumbai Hotel
01.2014 - 12.2014
BHM - Hospitality Management
Kukreja Institute
12th - Commerce
I.S.E.
10th - Commerce
I.C.S.E.