Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Languages
Timeline
Generic

Yogeshvanshi Kumar Gupta

Virar

Summary

Accomplished Executive Assistant with extensive experience in operations management, customer support, and executive support. Demonstrated expertise in strategic planning, project management, and event coordination. Proven track record of enhancing operational efficiency and customer satisfaction through effective communication, meticulous organisation, and adept problem-solving. Skilled in using tools such as Salesforce.com, OPERA, Jira, Hubspot, and Microsoft Office to streamline processes and improve productivity. Adept at handling sensitive information with discretion and maintaining high standards of professionalism.

Career goal: To leverage extensive experience in a dynamic role that drives organisational success and fosters professional growth.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Executive Assistant to Founder (Freelancer Remote)

Eventribe (UK)
03.2024 - 01.2025
  • Conducted research and compiled data to assist with strategic planning and project management.
  • Maintained financial records of the expenses.
  • Recorded customer feedback and sales data to improve sales and customer experience.
  • Reviewed and recommended changes to administrative systems and procedures to increase operational efficiency.
  • Implemented and maintained filing systems, ensuring efficient organization and retrieval of documents.
  • Scheduled and confirmed appointments for clients, customers, and executives to maximize time management.
  • Arranged international travel, visas, accommodation, and itineraries to facilitate seamless business operations.
  • Provided support for special projects as assigned by executives, contributing to the achievement of company objectives.
  • Developed and maintained administrative processes to improve efficiency and support executive team productivity.
  • Organised corporate events, including conferences and dinners, to enhance company culture and stakeholder engagement.
  • Handled sensitive information with discretion, adhering to data protection laws and company policies.
  • Liaised with suppliers, and clients to foster positive relationships and streamline communication.
  • Organized meetings and appointments efficiently.
  • Sat in on meetings, hearings and conferences to document activities.
  • Took messages from clients and relayed them promptly.
  • Assisted in booking, coordinating and executive personal individual requests (like booking dental appointments, Insurance renewal, family table reservation, holiday ticketing etc.)

Customer Support Operations Executive (Tier-1)

Raft
02.2022 - 09.2023
  • Utilized Jira for efficient email communication with US and UK based customers.
  • Executed client account management with responsibility for onboarding and comprehensive product training.
  • Adapted product features in alignment with customer demands by working closely with the ML team.
  • Managed end-to-end process for resolving customer problems.
  • Followed standard procedures for escalating unresolved issues to internal teams.
  • Executed focused investigations to quickly determine underlying issues.
  • Maintained high standards of promptness and accuracy in client communication.
  • Maintained detailed records of all issues encountered through thorough documentation.
  • Managed monitoring and oversight of operations, ensuring all jobs were completed on time and as planned.
  • Facilitated training programmes for new employees, ensuring high levels of competency and adherence to procedures.
  • Navigated complex problem-solving situations, delivering solutions that maintained operational continuity and quality standards.
  • Increased international sales by establishing and maintaining strong relationships with distributors and clients.
  • Supported the seamless transition of clients from sales to support teams by providing comprehensive information on products/services purchased.

Operations and Customer Service Executive

Railofy
11.2020 - 01.2022
  • Effectively managed customer support and handled escalations
  • Provided training and mentorship to new team members
  • Conducted interviews for associate-level operations positions
  • Maintained and presented comprehensive reports and effectively managed data
  • Tracked NPS scores and feedback, and efficiently managed social media ratings and reviews
  • Orchestrated resource planning for the team and coordinated with various vendors
  • Contributed to product development and marketing initiatives
  • Assisted in developing new products and establishing essential SOPs and KPIs
  • Managed a team of interns for Food operations
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

Client Relation Associate (Sales and Operations)

Zorba Renaissance Pvt Ltd.
01.2019 - 04.2020
  • Professionally greeted walk-in inquiries and customers, delivering friendly and knowledgeable assistance
  • Established, updated, and maintained a comprehensive customer database in CRM, along with a well-organized file system for expenses, reports, and support documentation
  • Collaborated with Cluster Head, Studio Manager, and Sales Team to resolve issues, enhance operations, and provide exceptional customer service
  • Conducted product training for new sales associates
  • Proficiently handled telephone inquiries and initiated cold calls to inquiries received from various lead generation sources, successfully converting them into sales
  • Consistently achieved monthly revenue targets
  • Collaborated with cross-functional teams to resolve customer issues promptly, leading to high customer satisfaction ratings.
  • Utilized cross-functional strategies between [Number] divisions to systematize [Product] and [Product].

Rooms Reservation Executive

Starwood Hotels and Resorts
12.2016 - 01.2019
  • Promoted from Senior Reservation Agent to Reservation Executive in June 2018
  • Provided high level of customer service and interpersonal skills while engaging with the guests and team members
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
  • Generated Daily Reservation and Revenue Reports
  • Followed quality standards and procedures to minimize errors and maximize guest satisfaction
  • Worked closely with front desk to ensure full occupancy
  • Processed group reservations and FIT reservations in collaboration with sales department for weddings and events

Front Office Assistant

Trident Hotel (EIH Ltd.)
06.2015 - 12.2016
  • Carried out all Front Desk Operations (Welcoming, Check-in, Check-out) in most efficient and courteous manner following LQA standards
  • Assisted guest's in all inquiries in connection with local restaurants and attractions
  • Handled Cash, Credit cards and Foreign Exchange at Cashiers as well as preparing cash reports
  • Resolved discrepancies with the help of managers
  • Handled calls and complaints of guests in person as well as on telephone and coordinated with the Duty manager
  • Coordinated with various departments such as Housekeeping for room status, restaurants for reservations and many more other guests as well as internal related activity
  • Handled internal reservations and contributed to Rooms controller activities
  • Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members
  • Answered approx
  • 50-80 daily phone calls to direct inquiries, answer customer questions and schedule appointments

Education

Bachelor of Arts - International Hospitality and Tourism Management

Queen Margaret University
Mumbai
01.2015

Higher Secondary Certificate - Commerce

Utkarsh Vidyalaya and Junior College
Virar west, Maharashtra
01.2012

Secondary School Certificate -

Lord’s English High School
Virar west, Maharashtra
01.2010

Skills

  • Operations management
  • Microsoft Office (Outlook, Excel, Powerpoint, )
  • Outlook
  • Client Relationship building
  • Customer Support
  • Escalations handling
  • Strategic planning
  • Business development
  • Sales and Upselling
  • Telephone handling
  • Forex handling
  • Reservations management
  • Supplier negotiation
  • Event coordination
  • Professional networking
  • Familiarity with CRM (Jira, Hubspot, Mondaycom, Salesforce)
  • Diary management
  • Prioritisation expertise
  • Customer relationship management
  • Travel arrangements and coordination
  • Project management tools
  • Email handling
  • Administrative support
  • Calendar management
  • Travel coordination
  • Database management

Certification

  • Certified Excel Crash course for Business Analyst from Corporate Finance Institute
  • Certified Microsoft Excel Essentials from Alison - Digital Learning
  • Certified Professional Customer Service from TCS-iON
  • Certified Lean Six Sigma White Belt from The Council of Six Sigma and Aveta Business Institute

Disclaimer

I hereby declare that all the facts given above are true and correct to the best of my knowledge.

Languages

English
Proficient
C2
Hindi
Proficient
C2
Marathi
Intermediate
B1

Timeline

Executive Assistant to Founder (Freelancer Remote)

Eventribe (UK)
03.2024 - 01.2025

Customer Support Operations Executive (Tier-1)

Raft
02.2022 - 09.2023

Operations and Customer Service Executive

Railofy
11.2020 - 01.2022

Client Relation Associate (Sales and Operations)

Zorba Renaissance Pvt Ltd.
01.2019 - 04.2020

Rooms Reservation Executive

Starwood Hotels and Resorts
12.2016 - 01.2019

Front Office Assistant

Trident Hotel (EIH Ltd.)
06.2015 - 12.2016

Higher Secondary Certificate - Commerce

Utkarsh Vidyalaya and Junior College

Secondary School Certificate -

Lord’s English High School

Bachelor of Arts - International Hospitality and Tourism Management

Queen Margaret University

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Yogeshvanshi Kumar Gupta