Zeeshan Ayaz
Front Office Management/ Customer Service Specialist
Lucknow
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Customer Service Specialist
Amazon India Development Centre
Lucknow
09.2020 - Current
- World’s leading E-commerce company
- Resolved concerns with products or services to help with retention.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
Front Office Manager
Levana Suites
Lucknow
11.2019 - 07.2020
- A finest 4-star boutique hotel with 30 Rooms equipped with state of the art facilities, Restaurant, Bar, Lounge & 04 Banquet/Conference Hall
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Delivered performance reviews, recommending additional training or advancements.
- Monitored customer service trends and provided insights to management team for further improvement.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Duty Manager
Golden Tulip Lucknow
Lucknow
07.2019 - 11.2019
- A top rated 4-star business hotel with 115 Rooms, Restaurant, Bar & 07 Banquet/Conference Halls.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Assisted in development of marketing materials and campaigns to use for promotions and advertising.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Duty Manager
Fortune Park BBD
Lucknow
06.2017 - 06.2019
- A well-known 4-star hotel with 63 rooms, 2 restaurants, Bar & banquet space, located at city centre-Hazratganj, Managed by ITC Group.
- Trained employees in essential job functions.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Developed and implemented new procedures and policies to improve operational productivity.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Monitored workflow to improve employee time management and increase productivity.
Front Office Executive
Gemini Continental Pvt Ltd
Lucknow
07.2011 - 05.2017
- A reputed centrally located hotel with 60 rooms, A multicuisine restaurant, Bar & 4 Banquet Halls facing towards Nawab Shahadat Ali Khan Tomb (Maqbara).
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered calls to take messages or redirect calls to appropriate colleagues.
- Prepared weekly employee work schedules to meet operational needs.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Provided clerical support, addressing routine, and special requirements.
- Reviewed and updated customer information in database for accuracy.
- Documented, published and updated administrative and executive procedures and practices and established internal communication processes.
- Updated reports, managed accounts, and generated reports for company database.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
- Managed filing system, entered data and completed other clerical tasks.
Industrial Trainee
Fortune Park JP Celestial Bengaluru
07.2009 - 10.2009
Education
Higher Secondary (Intermediate) -
Government Jubilee Inter College
Lucknow 07.2006 - 06.2008
3 Years Diploma - Hotel Management & Catering Technology
S.I.M.T Lucknow ( Affiliated To UPBTE)
Lucknow 07.2008 - 06.2011
Skills
Worked on IDS 40, 42, 60, 6-I & 65
Efficient hand on MS Office Package (MS Word, MS Excel, MS Powerpoint, Outlook etc)Worked on QMS, STAAH, Maximojo, Opera (ORS), SYNXIS (booking Engine), Extranets of all OTAs (Online travel Agents) ie Expedia, MMT, Go-Ibibo, Bookingcom, Agoda, Hotelscom, Desiya/Travelguru, Cleartrip EtcExtensive knowledge of handling EPABXPossess good organizational and time management skillsHighly skilled in handling front office activities independentlyPunctual and ability to perform tasks independentlyGood coordination and relationship building skillsEffective written and verbal communication skillsGood telephone etiquettes and presentation skillsAbility to perform tasks under pressureLeadershipProblem SolvingConflict ResolutionDecision MakingCustomer ServiceTrainingPre-OpeningAttentiveCourteousCustomer Relations
Good communication skills
Telephone etiquette
Complaint resolution
Training development aptitude
Staff education and training
Money handling abilities
Administrative support
Nationality
Indian
Additional Information
- Religion: Islam
- Relationship: Married
- Date of Birth : 24/05/1991
- Interest : Cricket and Binge watch
Timeline
Customer Service Specialist
Amazon India Development Centre
09.2020 - Current
Front Office Manager
Levana Suites
11.2019 - 07.2020
Duty Manager
Golden Tulip Lucknow
07.2019 - 11.2019
Duty Manager
Fortune Park BBD
06.2017 - 06.2019
Front Office Executive
Gemini Continental Pvt Ltd
07.2011 - 05.2017
Industrial Trainee
Fortune Park JP Celestial Bengaluru
07.2009 - 10.2009
3 Years Diploma - Hotel Management & Catering Technology
S.I.M.T Lucknow ( Affiliated To UPBTE)
07.2008 - 06.2011
Higher Secondary (Intermediate) -
Government Jubilee Inter College
07.2006 - 06.2008