Customer Service Front Desk

RESUME

Amanda Celina Bowers

Chatham, New Jersey – 07928

Mobile – 908 – 418 – 1537

Email: ad2hqw@r.postjobfree.com

PERSONAL STATEMENT

“To secure a challenging role in the customer service industry where I can leverage my strong communication and problem-solving skills to provide exceptional service to clients. I am eager to contribute to a dynamic organization’s success by utilizing my knowledge of customer service and I am committed to personal and professional growth within a focused and innovative work environment.”

PERSONAL PROFILE

• Date of Birth : October 17th, 1990

• Gender : Female

• Marital Status : Married

• Nationality : Indian (United States Green card holder) EDUCATIONAL QUALIFICATION

Bachelor of Hotel Management, Sambhram College of Hotel Management, K.G.F, India

– 2012.

WORK EXPERIENCE

Google Operations Center Bangalore India – Tech Process Senior Associate - Feb 2022 to June 2023

Job Responsibilities: -

• Executing and overseeing technical tasks for the Associates of the team.

• Creating and maintaining daily incident reports and discussing the same at the daily team huddles.

• Monitoring and guiding Associates on clients’ calls as per requirement.

• Promoted to handling only gold and silver client calls and trained to handle complex client calls.

• Create implement and manage ad tags across various website platforms.

• Monitor and analyze ad tag performance data to identify opportunities for optimization.

• Troubleshoot and resolve tag related issues and discrepancies in tracking and reporting of data.

Regalix India Private Limited, Bangalore India – Tech Process Associate – March 2021 to February 2022

Job Responsibilities: -

• Create implement and manage ad tags across various website platforms.

• Ensure accurate placement and functionality of ad tags to track campaign performance and metrics.

• Monitor and analyze ad tag performance data to identify opportunities for optimization.

• Troubleshoot and resolve tag related issues and discrepancies in tracking and reporting of data.

RMZ Corp Bangalore India – Community Manager (initially recruited through CBRE Group, Inc. and was later internally moved to VAR Facility Management Solutions) - Dec 2018 to Sept 2020

Job Responsibilities: -

• Lead the Community Team of the city under the RMZ banner to deliver the best customer experience.

• Training and development of the team in interpersonal skills, grievance handling, conflict resolution etc.

• Act as a bridge between RMZ Corp and the community in person as well as digitally.

• Manage the E-concierge portal for over 900+ concierge services for RMZ.

• Facilitate VIP site visits from arrival to departure through curated tours of the property.

• Coordinate events from cradle to grave.

• Understand client grievances and resolve the issues with the shortest TAT. Bengaluru Marriott Hotel Whitefield Bangalore India – Acting Assistant Front Desk Manager - Oct 2015 to Nov 2016 and Assistant Front Desk Manager – Dec 2016 to Dec 2018

Job Responsibilities: -

• Responsible for revenue maximization through upsells and ADHOC business capture.

• Responsible for seamless arrival and departure experience and in turn ensuring a high customer satisfaction ranking.

• Managing the Front Office sub departments.

• Responsible for ensuring enhanced customer experience through cross department coordination, consistent process and procedural improvement.

• Interact with guests to obtain feedback on product and process while handling guest complaints and grievances in adherence with the true essence of hospitality.

• Scored 100% arrival experience in the brand standard audit 2016. JW Marriott Hotel Mumbai Sahar India – Front Office Executive – Jan 2015 to Oct 2015.

Job Responsibilities: -

• Responsible for supervising and coordinating tasks of the assigned shift.

• Action emails and share with team if required.

• Handled airline crews and groups as per the contract.

• Achieving Marriott rewards goals.

• Conducting department meetings and acknowledging associates on their performance.

• Identify potential upsells for the day and share with the team.

• Conducted pre-arrival meeting a day prior.

Bengaluru Marriott Hotel Whitefield India – Front Desk Associate – Nov 2012 to Dec 2014

Job Responsibilities: -

• Efficiently manage lobby operations - Front desk, Cashiering and Concierge and Bell desk.

• Responsible for sooth check in and check out process of guests.

• Assist the Executive/ Duty manager on the tasks for the assigned shift.

• Fulfill all reasonable guest requested to ensure their comfort, satisfaction and safety.

• Maintain routine clerical records, logs, data, compile routine reports, process documents or forms as per process.

• Scored 100% arrival experience in the brand standard audit 2014. I hereby declare that the above information is true to the best of my knowledge and belief. Date: 12/11/2023 ABowers

Place: New Jersey Amanda Celina Bowers

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