Customer Care Front Desk
Resume:
PALLAVI PAGARE
Goregaon East, Mumbai **
adhfo4@r.postjobfree.com
Date of Birth: 22 October 1984
SUMMARY
Highly experienced customer service professional having 10+ years experience in providing exceptional customer service with excellent grooming skills.
EDUCATION
PGDM from Welingkar Institute of Management, Mumbai
B.Sc(Zoology), 2005 - University of Mumbai, Maharashtra
EXPERIENCE:
Team Lead- India Operations, White Hat Jr,
September 2020-present
Accomplishments:
●Set clear team goals
●Delegate tasks and set deadlines
●Oversee day-to-day operation
●Monitor team performance and report on metrics
●Motivate team members
●Discover training needs and provide coaching
●Listen to team members’ feedback and resolve any issues or conflicts
●Recognize high performance and reward accomplishments
●Encourage creativity and risk-taking
●Suggest and organize team building activities
Sr. Relationship Manager, White Hat Jr.
June 2020-present
Accomplishments:
●Train students/parents on platform end to end and make them go live over platform.
●Continuously engage with students/parents to ensure high productivity.
●Project Management: Remarkable detail orientation for making accurate trackers.
●Database Management: Quick query response and resolution. Analysing large amounts of data to resolve issues on a daily basis.
●Ensure smooth coordination between student / parent and teachers.
Guest Relations Manager, The Lalit
Mumbai, Maharashtra — Aug 2018 - June 2020
Managing Front Desk Operations.
Accomplishments
●Respond to any queries, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction
●Respond to guests needs and anticipate their unstated ones
●Expect and react promptly to guests’ requirements and inquires
●Actively listen and resolve guests’ complaints
●Oversee and coordinate all arrivals and departures of special guests (VIPs)
●Coordinate and manage communication between guests and staff
●Promote all amenities, conveniences and programs offered
●Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
●Appraise team’s performance and produce reports
●Examine activities logbook, assign tasks appropriately and implement control schedule daily
Head of Patient Experience, Fortis
Mumbai, Maharashtra — May 2018 - Aug 2018
Ensure smooth administration to deliver good quality and timely in-patient services on a daily basis.
Accomplishments
●Monitor the patient admission process, rooms and beds allocation
●Ensure error free billing transactions
●Escalate payment defaults to management for resolution and follow-up
●Initiate and recommend service recovery post approval from the Facility Director.
●Maintain a good relationship with the consultants and customers
●Coordinate with them for all in-patient services by being their one point of contact for all administrative matters
●Provide quality customer care service by faster queries resolution of staff /customers and design, implement and improve the processes of customer / patient handling.
●Ensure proper escalation of customer grievances
●Ensure follow up and redressal of all possible internal / external customer grievances
●Introduce continuous improvements to the customer handling system
●Appraise employee performance and facilitate team developmental activities
●Identify the training needs of IPD staff and feedback to HR for critical training initiatives.
●Identify and categorize good performers in the department and design an employee growth and development plan aligned with the organizational objectives
●Streamline and restructure people process related problems if any
●Participate and promote team relationship building and counseling activities
●Prepare MIS reports and communicate
Guest Relations Manager, HUL
Mumbai, Maharashtra — Jan 2017 - May 2018
Managing Front Desk Operations.
Accomplishments
●Ensure clients are properly greeted on arrival.
●Oversee clients daily check-in/check-out for gate passes.
●Ensure Front Desk Reception, Business Center offers exceptional customer service.
●Resolve escalations, promptly address client's requests.
●Prepare Staff for big events.
●Escort HUL CEO, Board of Directors for meetings/events.
●Provide monthly updates to clients.
Flight Stewardess, Jet Airways
Mumbai, Maharashtra — 2010 - 2013
Cabin Crew member assisting passengers.
Accomplishments
●Greeted passengers as they board the plane with a warm smile.
●Assisted passengers with storage of baggage
●Assisted passengers in locating seats
●Ensured the safety of passengers during the flight
●Assisted passengers with physical and visual impairments.
●Took care of elderly passengers onboard.
●Offered beverage and food service to passengers
●Ensured that passengers with requests for particular needs or diet supplements are taken care of
●Handled flight safety procedures and instructed passengers of all flight disaster measures
Customer Service Assistant, Jet Airways
Mumbai, Maharashtra — 2006 - 2010
Check-in representative assisting passengers.
Accomplishments
●Checked-in passengers.
●Handled all the pre-boarding procedures.
●Efficiently handled flight delays, misconnections.
SKILLS
Customer Service,
Communication, Customer Handling, Hospitality, Customer Care, Customer Support, Grooming
CERTIFICATIONS AND TRAINING
Certified Departmental Trainer
Certified First Aid Trainer
Certified CPR Trainer
Safety & Evacuation Procedures
Business Class and Economy
Class standard operating procedures
ACCOMPLISHMENTS
Awarded as the Best
International Hospitality
Personality by the
International Hospitality
Council for the year 2019.
Awarded as ‘Shining Star’
for the month of Feb’19,
Mar’19 and Jan'20
Awarded as ‘Executive
of the Month’
Responsible for
bringing up The Lalit Mumbai
ranking from number 19th to 7th on Tripadvisor within a year
Received appreciations
from guests for exceptional hospitality
REFERENCES
Available on request
Contact this candidate