Customer Service Hotel Management

CHETANA JAYAKRISHNA

* ***** ***** **, *****************@*****.***

W Lebanon, NH 03784 603-***-****

Summary

A dynamic and seasoned Customer centric professional with over 8 years of experience in hospitality, Service management, Banking, aviation and event coordination. Holds a bachelor’s degree in Hotel Management with a proven ability to run a fine dining restaurant. Showcasing diverse skill set and adaptability, Customer satisfaction has been my priority during my multiple leadership roles. I am a dedicated, responsible and hardworking professional, adept at managing complex operations and leading team members along with me to deliver exceptional service. I like challenges, working around deadlines where I can showcase my problem-solving abilities and grow with the organization. Education and Training

Commercial Pilot License – 2009 FAA (US), TC (Canada) and DGCA (India) Bachelor of Hotel Management (BHM), Christ University, Bangalore Graduation: May 2005

IATA (DTTF), Christ College, Bangalore (Affiliated to Canada) Sector Warden, Civil Defense under section 5 of civil defense Act 1968 Certified Aviation Security personnel by BCAS, India (AVSEC) Certified Airport and Aviation Procedures handling BCAS, India Work Experience

Ledyard National Bank, Hanover Sep 2022 to Jan 2024 Personal Banker, Daily Operations

In this role I was responsible for daily banking operations. Processing customer transactions. providing support. Handling cash, counting, and balancing

Trained peers on using the automatic cash counting machine. Educating customers on online and app related transactions. Customer account handling and maintenance over the phone and in person. Resolving customer complaints and issues.

Promoting CD’s, advising and creating awareness of new bank products. Initiating domestic and international wires.

Adhering to bank policies, procedures, regulatory requirements Providing customer satisfaction by providing prompt and personable solutions. Providing on the job training and support to the new hires to provide seamless customer experience Liaising with other departments within the bank to resolve customer problems. RVC, Lebanon Sep 2022 to Jan 2024

lesMills Body Combat Instructor

Cape Air, Lebanon Airport Sep 2021 to Dec 2021

CHETANA JAYAKRISHNA

4 White Birch Ln, *****************@*****.***

W Lebanon, NH 03784 603-***-****

Worked as a cross-trained agent supporting day-to-day operations Hanover Inn, Hanover Sep 2017 to Dec 2017

worked part time as a customer service agent at the front desk. Leading edge Aviation, Lebanon Airport Sep 2012 to Aug 2016 Volunteered to perform administrative role

Bangalore International Airport

Customer Service Officer - Terminal Operations

May 2009 to Jul 2012

In this role, I was responsible for day-to-day airport operations which involved the following roles and responsibilities.

• Liaising with Domestic and International airlines

• Experience working with in-house software to keep log of amenities at various facilities including the VIP lounge

• Provide information to passengers regarding travel and resolve disputes between airlines and customers

• I have trained airport staff with new equipment, software and interface that would enhance customer experience.

• Experience in managing the flow of international passengers, baggage, and cargo through the international terminal

• Assisted passengers at check-in counter, gates, and luggage services

• Planning and coordinating public event at the airport

• Budgeting and financial management of customer service-related upgrades.

• Logistics and operations of the events of special guests, high profile, Diplomats and political party movements.

• I was responsible for creating and maintaining SOPs for airport terminal services.

• Received several commendations by passengers and managers for providing exceptional service and problem solving

• Experience dealing with airport emergencies, flight delays, diversions, and other related incidents at the airport. British Airways

Customer Service Executive (Operations) October 2005 to July 2007 As part of this role, I managed and directed the daily customer service operations. This includes but is not limited to domestic arrivals and departures, passenger services, baggage transfer, budgeting, and ramp cargo functions. The role also involves resolving customer complaints and ensuring that all security procedures are being followed.

• Officiating as Turn Around Coordinator, Operations on daily flight departures.

• Managed timecards and resources for multiple reports.

• Experience handling lost baggage and reconciliation internationally.

• Handled time sensitive freight and received training for transporting sensitive material . Worked well within a team to generate and implement individual and team's best ideas.

• Working relationships with all government agencies such as customs, immigrations, and airlines

• Provided quality service and achieved superior customer satisfaction while meeting profitability and cost control goals. Ensured compliance with all operations, Airports Authority, safety, DGCA

• Received several commendations for customer satisfaction, baggage handling and maintaining safety standards

• Received two weeks of training in UK to identify fraudulent visas and passports. Training also included “World Baggage Tracer” and irate customer handling procedures

• I have completed on job diploma courses in ramp safety, fire safety training, SAL, AAA transportation of dangerous goods, emergency handling procedures and British Airways’ confidential data protection. CHETANA JAYAKRISHNA

4 White Birch Ln, *****************@*****.***

W Lebanon, NH 03784 603-***-****

Pavithra group of Hotels Private Limited May 2003 to June 2005 Assistant Manager/ PR Manager

I was responsible for food serving standards, upkeep of 3 fine dining halls. In this role, I had the opportunity to work with customers, restaurant staff, suppliers, and government authorities.

• Recruiting and training restaurant service staff.

• Staffing and daily wages settlement.

• Cash balancing and KOT reconciliation.

• Payroll, retirement fund management for Permanent /Part time employees.

• Overseeing restaurant /pantry stock levels and ordering supplies on time.

• Liaising with vendors, budgeting and negotiating.

• Marketing and sales of special festive menus and promotions.

• Coordinating and budgeting special catering events.

• Logistics and operations of bulk orders and deliveries.

• Preparing and presenting staff report to management.

• Making improvements to the running of the business and developing the restaurant business/Market analysis. Internships

• 4 weeks of industrial Training at LE ROYAL MERIDIEN, Mumbai, India at the Front office management, Human resources and sales.

• 12 weeks of industrial training at THE LEELA PALACE, Bangalore, India at the Banquet event management and coordination, reservations, Accounts, Banquet sales and travel desk. Part of o

• 5 weeks of Industrial training at THE GRAND HYATT, New Delhi in Front Office management, travel desk, Accounts, Banquet sales and marketing, Human resources.

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