Customer Service Training

Sunny C

Personal Profile

Residential Address:

#: 49, Sadashiva Temple Road,

9th Cross, Ramaswamypalya Extension,

Kammanahalli Main Road,

Bengaluru 560033, Karnataka India

Mobile: +919*********

Email: *****.********@*****.***

Objective:

To work in a premier organisation which gives me ample opportunities to

apply my skills, to grow and to contribute in the most effective manner by

being a key and an

effective team player.

Strengths

Learning agility and effective personal communication skills.

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• Self Motivated and Determined.

• Success Oriented and Natural Leader.

• Team Player.

• Hardworking.

• Intelligent and Self Confident.

• Ability to prioritize, planning skills, well organized, multitasking and

assuming responsibilities and duties.

• Possessing the capacity to cope with failures and trying to learn from

past mistakes.

Employment

Frankfinn Institute of Airhostess Training Oct 2012 – Oct 2014

Regional Delivery Head

• Assess relevant training needs for staff individuals and organisation, in

consultation with departmental heads, including assessment methods

and measurement systems entailed.

• Stay informed as to relevant skill and qualifications levels required by

staff for effective performance, and circulate requirements and relevant

information to the organisation as appropriate.

• Produce organisational strategy and plans to meet training and

development needs and manage training and delivery, measurement

and follow up as necessary.

• Design training courses and programmes necessary to meet training

needs, or manage this activity via external provider(s).

• Identify, select and manage external training and accreditation bodies,

agencies and providers necessary to deliver required training to

appropriate standards.

• Organise training venues, logistics, transport, accommodation as

required to achieve efficient training attendance and delivery.

• Plan and deliver training courses personally where necessary to

augment that is provided externally or internally by others.

Arrange for the maintenance of all necessary equipment and materials

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relating to the effective delivery and measurement of training.

Recruit, manage and develop direct reporting staff (if applicable).

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Ensure all training activities and materials meet with relevant

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organisational and statutory policies, including health and safety,

employment and equality laws.

Monitor and report on activities, costs, performance, etc, as required.

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Develop self, and maintain knowledge in relevant field at all times.

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Identifying training and development needs within an organisation

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through job analysis, appraisal schemes and regular consultation with

business managers and human resources departments.

Designing and expanding training and development programmes based

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on both the organisation’s and the individual’s needs.

Working in a team to produce programmes that are satisfactory to all

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relevant in an organisation, such as accountants and senior managers at

board level.

Producing training materials for in house courses.

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Managing the delivery of training and development programmes and, in

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a more senior role, devising a training strategy for the organisation.

Monitoring and reviewing the progress of trainees through

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questionnaires and discussions.

Ensuring that statutory training requirements are met.

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Amending and revising programmes as necessary, in order to adapt to

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changes occurring in the work environment.

Helping line managers and trainers solve specific training problems,

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either on a one to one basis or in groups.

Keeping up to date with developments in training by reading relevant

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journals, going to meetings and attending relevant courses.

Having an understanding of e learning techniques, and where relevant,

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being involved in the creation.

• Researching new technologies and methodologies in workplace learning

and presenting the research.

Frankfinn Institute of Airhostess Training Jul 2005 – Sep 2012

Hospitality Trainer

• Responsible for creating training tools and operations manuals and

delivering training programs on hospitality operations and customer

service.

• Conduct training classes demonstrating proper work techniques and

practical skills in work settings.

• Combination of practical experience, excellent communications skills

and a positive customer service attitude.

• Strong writing and editing skills.

• Strong presentation skills and understand adult learning techniques to

deliver effective training programs.

• Able to work with all levels of an organisation.

• The ability to inspire, motivate and demonstrate excellent customer skills

and the value of the customer.

• Training related to industry requirements, certifications, employee

performance goals and action plans.

• Proficient in word processing, spreadsheets and data analysis to input

data, track employee training and produce training reports.

• Depending on the organization, comfortable delivering training through

video’s, and other online methods using software and electronic

hardware.

• Design new training programs.

• Excellent observation and listening skills to determine gaps in service or

job performance to design an effective training program that results in

improvement.

Inculcate qualities which will help trainees complete a job analysis and

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create job descriptions that detail necessary job duties and

responsibilities and the skills, education and experience to perform these

duties.

Excellent time management and organizational skills.

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Able to work in a fast paced environment, handle stress and give

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supportive and constructive feedback.

Comfortable coaching and counseling employees and facilitating small

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and large group meetings.

Able to engage audience with practical information and instruction that

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improves performance and customer satisfaction.

Airways Hotel & Apartments – Port Jan 1998 – Feb 2005

Moresby/Alatou – Papua New Guinea

Hotel Manager/Unit Head/General M

anager

• Planning and organizing accommodation, catering and other HOTEL

SERVICES.

• Promoting and marketing the business.

• Managing budgets and FINANCIAL PLANS as well as controlling

expenditure.

• Maintaining statistical and financial records.

• Setting and achieving sales and profit targets based on the previous

years.

• Recruiting, training and monitoring staff’s of all departments.

• Monitoring/Planning WORK SCHEDULES for individuals and teams.

• Meeting and greeting guests.

• Dealing with guest complaints and comments.

• Addressing problems and troubleshooting.

Ensuring events and conferences run smoothly.

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Supervising maintenance, supplies, renovations and furnishings.

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Dealing with contractors and suppliers.

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Ensuring security is effective.

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Carrying out inspections of property and services.

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Ensuring compliance with licensing laws, health and safety and other

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statutory regulations.

• Conduct regular meetings with heads of department to coordinate and

monitor the progress of BUSINESS STRATEGIES.

Nov 1996 – Dec 1997

ITC Welcomgroup Grand Maratha – Mumbai,

Maharashtra, India

Lobby Manager

• Supervise and assign duty roster for F/O attendant, Concierge, Bell

Counter, Guest Relations and Business Centre.

• Responsible for VIP movement in the Hotel.

• Responsible for maintaining the flow of guests that comes through. If

there is a huge group of people checking in at once, will oversee the

process of making it go as quickly and efficiently as possible.

• Should there be any difficulties, will speak with guests to answer their

questions, resolve their issues and calm their nerves.

• Providing information to guests and clients as needed is a primary

function.

• Duties also include training employees on hotel's code of conduct and

updating them on changes in policy or procedures.

• Co ordinating with different departments to ensure front office smooth

functions.

May 1996 – Oct 1996

ITC Welcomgroup Maurya Sheraton New Delhi –

India

Lobby Manager

• Supervise and assign duty roster for F/O attendant, Concierge, Bell

Counter, Guest Relations and Business Centre.

• Responsible for VIP movement in the Hotel.

• Responsible for maintaining the flow of guests that comes through. If

there is a huge group of people checking in at once, will oversee the

process of making it go as quickly and efficiently as possible.

• Should there be any difficulties, will speak with guests to answer their

questions, resolve their issues and calm their nerves.

• Providing information to guests and clients as needed is a primary

function.

• Duties also include training employees on hotel's code of conduct and

updating them on changes in policy or procedures.

• Co ordinating with different departments to ensure front office smooth

functions.

Education and Qualifications

May 1993 – Mar 1996

Institute of Hotel Management and Catering

Technology, Mumbai – India

Hotel Management and Operations.

May 1991 – Mar 1993

St.Vincent's School, Pune, Maharashtra – India

12th Grade (Higher Secondary)

ICSE Syllabus

Achievements

Achievements, India & Overseas

• Managed Admissions and Records for the organisation with

student enrollment of 1600 (Pan south zone spread across 23

branches).

• Ensured formats/MIS was in place as per delivery & training

standards.

• Ensured minimal drop outs and absenteeism by means of quality

training (ILT).

• Compliance with quality trainers/faculties.

• Effective hospitality professional having excellent time

management and organisational skills.

• Able to work in a fast paced environment, handle stress and give

supportive and constructive feedback.

Interests

• Meeting people of different origin across the globe, learn their

culture and language.

Travelling to different destinations across the globe.

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Keeping up to date on various applications on computer.

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Listening to music.

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Watching sports like, cricket, soccer, hockey.

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Trying different cuisines from across the globe.

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Reading (Career related/Profession and Comics)

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References

References available on request

Contact this candidate