Customer Care Sales

VARUN MALHOTRA

*** *, ****** *, ****** Vihar, Delhi 110076

Email: ********@*****.*** Phone: (M) 981*******/959-***-****

Linkedin- https://www.linkedin.com/in/varun-malhotra-7a9a6a161/

Core Competencies & Professional synopsis:

●Strong Knowledge of working American Express mainframes/Excellent Knowledge of Tools namely- XAPO, AXIOM, COM Utility, IVU, DSP, TRIUMPH, CITRICS & XNET etc.

●Ensure consistent communication is maintained internally within the operating, marketing, technical divisions and external Clients & vendors.

●Coordinating with channel partners, marketing personnel and external agencies.

●Experience on Project status report, Sales & Marketing Campaign Progress report.

●Support Sales operations as and when required. Manage the coordination and synergy between all divisions and departments of the business unit.

Professional Experience

Senior Customer Care Professional, Disputes Analyst September 2017 -September 2018

American Express India Pvt. Ltd.

Job profile:

●Assisting cardholders with Dispute Resolution on behalf of American Express with adhering FCBA guidelines.

●Strong Knowledge of working American Express mainframes/Excellent Knowledge of Tools namely- XAPO, AXIOM, COM Utility, IVU, DSP, TRIUMPH, CITRICS & XNET etc.

●Responsible for Merchant Chargeback-IRCB, NRCB and Authorized chargeback.

●Evaluating, researching, decisioning, monitoring and communicating with key contacts up to and including investigations.

●Processing Goodwill write off & Policy write off.

●Rebilling the card member according to case investigations.

●Regular interaction with business partner groups for processing the cases.

Senior Customer Support Associate

MicroLive Technical Support LLP. July 2015 – August 2017

Job profile:

●Provide Technical & Marketing Support to US Clients of the organization.

●Marketing planning, budgeting & revenue analysis

●Email Marketing, Campaign management & planning.

●Working with the Marketing and Backend Operations team on increasing the client responses.

●Client Conversion to standard premium platform by Client calling.

●Coordinate with External Company on sharing server with our organization.

●Leading and monitoring a team of 5 Technical Support Executives. Providing guidelines and on job training to new members.

Mall Customer Care Executive

DLF Utilities. June 2010 – July 2015

Job profile:

●To take care of the mall concierge and making weekly schedule for it.

●Helping marketing department with new promotional schemes.

●Generating footfall report on daily, weekly and monthly basis

●Coordinating with housekeeping, security, pest control and maintenance department for smooth functioning of the mall.

●Sales Analysis of revenue share tenants on monthly basis and help them to push the sales number further.

●Make and maintain data base of the mall retailers, customers and business partners.

●Customer Relationship Management, Interface and Handling Customer Complaints (Retailers & Visitors).

●Coordinating with Retailers (Tenants) to understand key area of concerns & opportunities to enhance their sales & Footfall, keeping track of any new product launch / promotional offers for retailers.

Major Assignments:

●Worked on Loyalty Programs.

●DLF Gift Vouchers Launch/ Backend Sales.

●Kids Carnival / Kids Fashion Show.

Front Office Executive

Ramada Inn (Moab – Utah, USA) – April 2009- April 2010

Job Profile:

●Checking in-checking out and make telephonic reservation for individuals and group with the requirement up to 6 rooms.

●Night audit and to call reservation agents like Expedia, Travelocity, Hot wire etc. for payments.

●To make guest packages including airfares, sightseeing, meals and room charges.

●Call reservation agents regarding guest reservation issues and occupancy status in future.

●To make guest satisfaction report on monthly basis and forwarding it to Corporate Office.

●To make lost & found report on daily basis and Calling guest for their belongings and sending them through post or courier as per the choice of the guests.

●To close Central Reservation system when up to 2 rooms are left so as to avoid chances of over booking and at the same time reducing room rate for walk ins so that hotel goes fully booked.

INTERNSHIP PROJECT:

Organization- Hotel Intercontinental – The Grand, Connaught Place, New Delhi.

Duration- 06 Months

Education Credential’s

●Bachelor of Science in Hotel Management and Catering Technology: Amity School of Hospitality, Amity University, Noida, U.P. (2005- 2008).

●Successfully accomplished senior secondary examination from Father Agnel School, New Delhi. (2004 – 2005)

Date of Birth : 9th February, 1987.

Contact no. : +91-981*******

Date: (Varun Malhotra)

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