William Crusade Thumlhii
New Delhi
Summary
Customer service professional with 5+ years supporting front office operations in hospitality and business process management. Track record of improving customer satisfaction through staff training and operational streamlining. Skilled in customer relationship management, conflict resolution, and effective communication to increase service quality.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Expert / Subject Matter Expert
Firstsource Solutions India (Rebadging)
07.2026 - Current
- Functioned as subject matter expert and escalation point for complex customer issues, delivered real-time guidance to agents, and assisted team leaders with operational and quality standards.
- Completed detailed DSAT audits to find root causes of customer dissatisfaction and provided one-on-one coaching to agents to improve customer experience and reduce repeat issues.
- Coached underperforming agents through structured improvement plans, provided targeted feedback, tracked progress, and reinforced quality expectations to enhance overall team performance.
- Conducted interaction audits to identify process deviations, critical errors, compliance risks, and knowledge gaps, leading to actionable insights for process improvement.
- Reviewed suspected imposter-related customer interactions, identified risk indicators, documented findings, and escalated cases to the compliance team, ensuring thorough follow-up on potential fraud.
Senior Customer Service Expert / Subject Matter Expert
Teleperformance India
09.2024 - 06.2026
- Resolved customer complaints related to accounts, cards, and online banking, enhancing overall customer experience.
- Supported customers with account questions, transactions, and banking services to maintain high satisfaction.
- Provided real-time support to agents on complex customer issues and process questions, ensuring effective resolution of difficult interactions.
- Promoted banking products including savings accounts and secured credit cards, contributing to increased customer engagement.
- Processed cash deposits, withdrawals, and fund transfer requests following bank procedures.
- Completed knowledge checks and floor assessments to confirm agent understanding of process and compliance requirements.
Front Office Supervisor
The Morgan Hotel
Dublin
06.2022 - 09.2022
- Conducted training for front office staff on customer service standards to elevate service delivery.
- Assisted front office manager with daily reception and guest service operations to ensure seamless guest interactions.
- Coordinated tours, bookings, and events to enhance guest experience during staff absences.
- Monitored health and safety compliance, shift audits, and emergency response procedures.
Senior Receptionist / Front Office Supervisor
Beresford Hotel IFSC
Dublin
10.2019 - 06.2022
- Trained and supervised front desk staff to uphold service quality standards.
- Resolved guest concerns quickly and professionally.
- Coordinated with various hotel departments to ensure smooth operational flow. to keep operations running smoothly.
- Enhanced front office operations, contributing to increased guest satisfaction.
Front Desk Receptionist
Beresford Hotel IFSC
Dublin
10.2018 - 10.2019
- Responded to guest inquiries and supported booking requests, promoting loyalty programs to increase guest retention.
- Facilitated smooth check-in and check-out processes to enhance guest satisfaction.
- Provided personalized local recommendations to enrich guest experiences and foster area exploration. to improve guest experience.
Education
Master of Business Administration (MBA) - Marketing
Dublin Business School
Dublin, Ireland01-2017
Bachelor of Commerce -
SBM Jain College
Bangalore, India01-2013
Skills
- Customer relationship management
- Customer engagement
- Customer interaction
- Dispute management
- Problem-solving
- Team coaching
- Quality assurance
- Time management
Personal Information
- Title: Customer Service Specialist
- Date of Birth: 1989-10-28
- Nationality: Indian
- Marital Status: Single
Languages
English, Hindi, Manipuri
Hobbies
Cooking, Writing Poems, Gym
Awards and Recognition
Vigilance Champ for Highlighting and Auditing Imposter Calls (July 2026), Vigilance and Team Development Award (August 2026)
Timeline
Senior Customer Service Expert / Subject Matter Expert
Firstsource Solutions India (Rebadging)
07.2026 - Current
Senior Customer Service Expert / Subject Matter Expert
Teleperformance India
09.2024 - 06.2026
Front Office Supervisor
The Morgan Hotel
06.2022 - 09.2022
Senior Receptionist / Front Office Supervisor
Beresford Hotel IFSC
10.2019 - 06.2022
Front Desk Receptionist
Beresford Hotel IFSC
10.2018 - 10.2019
Master of Business Administration (MBA) - Marketing
Dublin Business School
Bachelor of Commerce -
SBM Jain College