Executive Assistant Office

Shashwat Kapoor

Mobile: +91-958*******,836-***-**** E-Mail: ********.*******@*****.***

Objective

To work dedicatedly towards creating stable learning environment and use my innovative ideas for excellence customer services.

Professional Synopsis

Worked with Chambers of Jaitley and Bakhshi as Executive Assistant ( April 2019 – June 2020 )

Worked with American Express as a Senior Travel Counselor ( April 2018 – March 2019 )

Worked with Fareportal India Pvt. Ltd as Senior Executive ( April 2014 – November 2017 ).

Worked with Barclays Shared Services as a Process Advisor ( October 2011 – November 2013).

Worked with WNS Global Services as a Customer Service Associate ( January 2010 – October 2011 ).

Worked with AMAN New Delhi - AMAN Resorts as a Front Office Assistant ( June 2008 – January 2010).

Areas of Excellence

Operations Management

Coordinating integration with support functions viz. Quality, Training, Compliance etc

Pioneered in handling high volume situations and reduce idle time.

Client Servicing

Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

Quality Assurance

Analyzing customer feedback reports and calling back the customers, if required, to find the loophole and rendering feedback to the agents on the same.

Ensuring adherence to all the quality tool and procedures.

Team Management

Leading, mentoring & monitoring the performance of new team members to ensure efficiency in process operations and meeting of individual & team targets.

Job responsibility as Executive Assistant with Chambers of Jaitley and Bakhshi

With a primary responsibility of supporting the Partners, provide support to the executive team as directed to ensure that company goals and objectives are accomplished and operations run efficiently.

Maintain and refine internal process that support to the highest-ranking executives company-wide, coordinating internal and external resources to expedite workflow.

Manage communication between upper management and employees, liasing with internal and external on various projects and tasks.

Plan and orchestrate work to ensure the senior executives priorities are met, organizational goals are achieved and best practices upheld.

Manage professional and personal scheduling for the partners of the firm, including agendas, mail, email, calls, travel arrangements, client management and other company logistics.

Coordinate complex scheduling and extensive calendar management, as well as management of content and flow of information to senior executives.

Manage, coordinate and arrange senior lawyers travel and travel related activities, including flight and hotel booking.

Perform administrative and office support

Maintain professionalism and strict confidentiality with all materials, and exercise discretion when interfacing with business.

Key Responsibility Areas as a Travel Counselor with American Express

Successfully managed & grew relationship with High Value customers by handling all Travel, Card & Lifestyle aspects of the services.

Demonstrated emotional intelligence in dealing with high value customer enquiries & in probing customer to determine key requirements & to articulate product relevance.

Provided outstanding relationship management to the satisfaction of all customers & to a higher level than that of our competitors.

Contributed to revenue optimization by proactively building customer engagement through outstanding service in order to construct loyalty brand.

Built a highly engaged relationship with a High Value Premium customer portfolio in a professional manner.

Demonstrated resilience & maintained composure even under pressure & in the face of frequently changing or competing demands.

Worked as part of a team & to demonstrate positive leadership when influencing colleagues to support changing customer requirements.

Effectively applied influence & persuasion to drive a positive customer experience.

Handled customer queries regarding Fares & Ticketing and planning customer travel itineraries.

Completed travel reservations accurately and effectively within agreed time frame.

Key Responsibilities as a Senior Executive with Fareportal

Strong AMADEUS & SABRE skills.

Identifying customer’s wishes, needs and requirements and made appropriate travel recommendations.

Booked domestic and international travel arrangements-from airline tickets to full vacation packages.

Issue tickets, accommodation vouchers and all other relevant documents.

Discuss customer’s requirements and budget and provide advice on worldwide destinations, accommodation and flights.

For cancelled tickets ensure the amount is credited in the account.

Provide quotes for travel expenses.

Apply discount programs where necessary.

Collect and process payments.

Deal with complaints and refunds.

Prepare cost effective travel plans and provide excellent customer services.

Handle all telephonic enquiries including baggage policy.

Ensure the ticket booking follow the correct date and format.

Responsible for hotel booking and rental car reservations.

Key Responsibilities at Barclays Shared Services

Co-ordinate well with the back-office processing team to ensure that the customer’s requirements are met satisfactorily

Coordinating integration with support functions viz. Quality, Training etc

Keeping follow up on the team’s exceptions in schedule management

Providing assistance in preparation of reports involved in team management

Coaching and providing feedback to the new team members

Client focused, team player, crisp and candid communication skills, willing to take ownership and drive the results

Complaints handling

Mentor new agents

Assisted team manager in capturing data for the various projects and reports

Key Responsibilities at WNS Global Services

Mentor new agents

Handling escalation calls

Team management

Achieved sales target with 100 % quality adherence

Team handle in the absence of SME/TL

Providing best travel packages to the customers at economical price

Job profile at AMAN New Delhi ( AMAN Resorts )

Managing Reservatios

Providing information about room rates and amenities to the guest

Handling guest arrival with pickup with transportation

Give all hotel facilities information to the guest and assist them.

Achievements:

SPOC for sharing updates on all products and services and AHT

Recognized for handling best quality, multi-tasking abilities and service level excellence

100% process adherence throughout the tenure

Academics

2018. : Completed B.COM(PASS) from IEC University.

2008 : Completed Diploma in Aviation Hospitality and Travel Management from FRANKFIN INSTITUTE OF AIR HOSTESS TRAINING.

2006 : Completed XII

2004 : Completed X

Professional Skills

Excellent knowledge of Banking operations functions, Travel, MS Excel, MS Word and MS PowerPoint

Excellent interpersonal and analytical skills

Hobbies

Cricket

Internet surfing

Music

Movies

Personal Details

Date of Birth : 23rd January, 1988

Languages : English, Hindi and Punjabi

Address : 25/13, 2 nd Floor, Ashok Nagar, New Delhi-18

Father’s name : Late Mr. Pardeep Kapoor

Date: (Shashwat Kapoor)

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