Customer Service Management
Resume:
Kalpana Dogra
Ishana-I Housing society
Kothrud,Pune-411 038
E-mail: **************@*****.***
Blog: - http://kalpanadogra.blogspot.in/
Mobile:098********
Personal Statement
Capable, intelligent and very presentable communications specialist with an
unrivalled ability to understand a client's objectives, industry and
mission statement.
I am looking for a challenging role to develop International experience
within Marketing Communications or Public Relations.
Education
Dec 2012- Feb 2013
Diploma in Corporate Communications from MIT,Pune -India
> Business Letters, Report Writing and Memorandums
> Marketing & Corporate Communications
> E-communication & Branding
> Cross-cultural Communications
June 2010 -July 2011
Masters in Business Administration University of Wales, UK
> Marketing & Customer Service Quality
> Managing People & HRM in Organizations
> IT & E Commerce for effective Business Management
> Financial Management Issues in Business Organizations
> Business Issues Report
September 2008 - March 2010
Postgraduate Diploma in Hospitality Management,UK
Ealing, Hammersmith and West London College (London)
> Enrichment and Marketing
> Introduction to Business Competitive Edge
> People Management and Human Resource Management
June 2006-June 2008
BSc (Honors) in Zoology, University of Pune --Fergusson College, Pune
Professional Experience
December 2011 -April 2013
I have worked as a Team Leader at Hyatt Pune.
> Complaint Handling and reporting to Senior Line Manager
> Responsible for Learning and Development of team members
> Evaluate customer surveys in order to improve standard procedures
> Systems used -OPERA, Microsoft Word and Excel
Projects undertaken: - Great Places to Work Survey (GPTW):- I reviewed the
Departmental scores and gave recommendations for the next year's plan
April 2009 - Aug 2011
I have worked as a Shift Leader at a 5star Boutique Hotel-Park Lane Mews
Hotel, London UK.
> Supervises the shifts-Early/Late/Night
> Systems used- MIS of FIDELIO, WISH, TOUCHE'.
Projects undertaken: - Impact of Hofstede's National Culture on Mid level
managers decision making process while a merger
The Business Issues Report draws light upon the impact National culture has
on the decision making process of mid-level managers under the context of
Mergers. It includes a detailed account of review of the previous
literature in order to support its application in the parallel fields of
either service or production
September2008- April 2009
I have worked as a Receptionist and Events with Benares -A Michelin Star
restaurant run by a celebrity chef-Atul Koccher.
> Organizing big events; Worked on LOGHOS system
> Interacting with celebrities and guests
Projects undertaken: - Competitors Analysis of Benares with other 3 Indian
Michelin Star restaurants.
Skills and Achievements:
> I have free-lanced at the Times of India,Pune for 6 months
> I also am a regular blogger -- http://kalpanadogra.blogspot.in/
> I have done a Summer Internship as a Content Writer for Continuum
Solutions, Pune.
> I also hold an Advanced Diploma in French, Alliance Fran ois de Pune,
> Employee of the Month twice at Hyatt Pune
> Languages: I am fluent in English, Hindi, Marathi and French
Contact this candidate