AN OVERVIEW

ITIL® V* Foundation Certified aiming to work in a dynamic and challenging environment with continuous learning, utilizing my skills and knowledge to the best of my abilities while ensuring personal development and growth of the organization.

A competent professional with 8 years of work experience in the customer service industry which involved training, employee development, leading and managing a team of individuals to help enhance customer experience and achieve organizational goals.

Team player with excellent communication skills, analytical thinking and creative problem-solving abilities.

Able to apply customer service concepts to IT to improve user experience for clients, employees and administration.

Resourceful in configuring, verifying, troubleshooting and identifying the appropriate IPv4 addressing scheme to satisfy addressing requirements in a LAN/WAN environment.

Comprehensive knowledge of Routing Technologies, LAN/WAN Technologies, Infrastructure services, Virtualized Data Center, Microsoft server 2012 & 2016 in addition to software skills in Systems Programming, Web Designing & Web Development PROFESSIONAL TRAINING UNDERGONE

Project Management (Ongoing -Expected completion in April 19) from Collin County Community College

ITIL V3 Foundation – 2017

CCNA -Cisco Certified Network Associate (R&S) from RST FORUM - 2017

VMWare (Desktop and Server Virtualization) from RST FORUM TRAINING ACADEMY – 2017

MCSE-Microsoft Certified Solution Expert

(2012&2016) from RST FORUM TRAINING ACADEMY

.Net Software Development

Web programming & Development

System Programming (C, C++)

Database Programming (Oracle 11g)

A+ & N+

EDUCATIONAL QUALIFICATION

Master of Commerce from University of Mumbai –

September2017

Masters in Network Administration from Jetking

Infotrain Limited -March 2017

Post Graduate Diploma in Software Development from MET Institute of Software Development and Research – October 2016

Bachelor of Commerce from University of Mumbai – April 2015

Diploma in Cabin Crew and In-Flight Services from Indian Aviation Academy, Mumbai – October 2005

Higher Secondary Certificate (HSC) from Patuck

Technical Jr. College, Mumbai – March 2002

Secondary School Certificate (SSC) from Hans Bhugra High School, Mumbai – March 2000

WORK EXPERIENCE

Jan’10 - Mar’13: P&O Cruises, Southampton, United Kingdom as Senior Passenger Services Assistant Britain’s market leading Cruise Company P&O cruises - Southampton, UK Roles & Responsibilities:

Managed and led a team of individuals operating at the front desk and crew office.

Developed customer relationships and promoted

customer loyalty, identified potential clients and acted as a “Single Point of Contact” for the customer.

Developed and implemented new strategies to

continuously improve and innovate product and services based on customer feedback.

Ensured compliance of the team with standard operating procedure, regulations and systems to enhance guest satisfaction and safety.

SMITHA GOPINATHA KURUP ITIL ® V3

: +1-469-***-****

: ac8xe9@r.postjobfree.com

in : www.linkedin.com/in/smitha-kurup

Coordinating with custom clearance and port authorities to obtain necessary permission and clearances.

Assisted Administration Manager on turnaround day with passenger embarkation arrangements and terminal check-in setup.

Performing training need analysis for the team and work on creating training programs to improve performance.

Constantly introspect & design corrective mechanisms and undertake research on scripts, styles and pitch to increase productivity and execute innovative strategies to optimize the data conversion & generate new data in- house for optimization of the process.

Ensured crew check in procedures are followed with proper documents and custom clearance.

Performed and supervised financial transactions i.e. foreign exchange, account payments, encashment of

traveller’s cheque, account settlements and balancing of cash float.

Responsible for a 50,000 GBP float managed by the team with multiple foreign currencies and overlooked buying & selling of currencies & stamps of different countries visited.

Feb 2005 - Jan 2010: WNS Global Services Pvt. Ltd., Mumbai as Customer Care Associate Roles & Responsibilities:

Managed and resolved calls/ issues regarding relocation from hotels across the world using Travelocity.com.

Ensured customer delight through prompt services, handled payment issues, reservation issues and also assisted with sales for hotel reservations

Maintained a motivated, friendly and competitive environment on the Production floor also supervised operations and SLA’s delivery

Identified training needs and designed training content and conducted upskilling, training and development sessions to enhance skills regularly.

Reviewed the processes with the agents on weekly basis and defined strategy for current and coming month.

Ensured quality audits were conducted regularly and reviewed coaching & feedback delivered by the Leaders.

Reviewed quality levels from clients and negotiated a realistic time line-based SLA’s with progressive

improvements.

AWARDS & RECOGNITION

WNS Global Services (P) Ltd awarded client appreciation letters for providing exceptional customer service to our hotel partners:

o Red Lion Hanalei Hotel, San Diego, California.

o The Comfort Inn Hotel, Arizona.

o The Marriott International, Nebraska.

o Sleep Inn and Suites, North Carolina.

o King George Hotel, California.

o La Quinta Inn & Suites, New York

WNS Global Services (P) Ltd awarded the First

Parthenon award for excellent customer service and for being Travelocity champion (2008-2009).

P&O cruises awarded a Silver pin on board for

outstanding performance that demonstrated one or

more of the key values in the P&O ‘CRUISE’ award

scheme.

P&O cruises best performer award consecutively for three years (2010-2013)

Awarded First Prize twice at the Best Out of Waste competition held under the Auspices of the cultural forum of K.J. Somaiya College of Arts & Commerce

(2002-2004).

Secured First Prize in Mathematics Prarambhik/ Drawing Kalapravesh conducted by Maratha Mandir’s

Maharashtra Vidyapeeth consecutively for 8 years (1993- 2000)

ACADEMIC PROJECT

Project: E-shopping (.Net Software Development)

Description: Online Shopping is a rapidly growing e-commerce area. This is a web application that allows a potential customer to view available products and registered customers to place order. Platform: Backend -SQL / Web tier – IIS 8.0/ Architecture – Client Server / Development environment - .Net 4.6 with VS2015

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