Abhimanyu Roy

Tel: +**(*)995-***-****

J -*** Vikas Puri,

New Delhi 110018, India

ac66rl@r.postjobfree.com

Background

Young dynamic professional with a good track record in tourism industry, business and process management operating in a busy and challenging customer service environment. Possesses strong customer-facing and telephone sales experience, and relationship management skills paired with an outgoing personality, excellent eye for detail, innovative thinking and business sense.

Interested in pursuing and building a solid career in tourism management built on managing client relationships, excellent customer service.

Work Experience

Jan15-present Lead Associate – Service Quality, InterGlobe Technologies, New Delhi, India

Producing customer handling statistics and advising senior management on improving the level of service

Monitoring customer service agents ensuring that customers receive high quality customer service

Amending tickets quickly and helping customers with refund and exchanging their reservations per request

Handling special arrangements for customers and logistics of airport transfers and flight delays management

Managing commercial aspects such as customer invoicing including charges and special discounts

Jan 14-Jan 15 Client Service Executive, Arvato Bertelsmann (British Airways), New Delhi, India

Managed client relationships with a set of highly valued and loyal customers for British Airways

Dealt with a large amount of customer queries on British Airways flights, baggage and the executive club

Resolved issues around booking alternative flights or making some amendments in the current booking

Helped customers with payment for seating and extra baggage and with lost or delayed baggage

Feb 12 - Sep 13 Business Manager, Madly Indian Restaurant, Kerikeri, New Zealand

Managed staff rotas and availability, including those of the chefs, waiters and cafe assistants, on a daily basis

Advertised the business on a regular basis, helping develop deals especially during the off-peak season

Researched competitor activity and briefed business owner on identifying opportunities for cross-selling

Used MS Office skills and knowledge of food and beverages, to produce menus for various special occasions

Interfaced with customers to understand complaints, and shared results with the chefs and back-office staff

Provided recommendations for improvement of current operations, focusing on developing skills of the staff

Oct 09 – Oct 10 Customer Care Assistant, McDonalds, Auckland, New Zealand (Part-time while studying)

Served customers at one of the busiest franchise in the area, close to a major entertainment centre in the area

Assisted crew members in timing their food preparation, cleaning pressures on the job and customer complaints

Academic Background

2012 Hospitality Standards Institute, New Zealand - License Controller Qualification

2009 – 2010 North Shore International Academy (Professional Hospitality Academy), Auckland, New Zealand –

Diploma in Professional Cookery (Level 5 - New Zealand standard)

London City and Guilds Certificate (Level 2 IVQ Diploma in Food Preparation and Cooking (Culinary Arts))

Included: Menu planning and evaluation; Commercial Kitchen design; amongst various vast investigations into Regional Cuisine, Nutrition and Diet, and Culinary Production; and Food Safety

2007 Carlson Hotels Worldwide - Completed Front Office Programme Internship (Aug’07 – Sept ‘07)

2006 – 2009 Merit Swiss Asian School of Hotel Management, Ooty, India - Diploma in Hotel Administration

1995 – 2006 Delhi Public School, New Delhi, India - Passed All India Middle School Secondary Examination (class Xth)

Extra-Curricular Activities

Interests Event Planning and Organising, Dancing, Travelling, Social work/Volunteer, Cricket

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