Customer Service Manager
Resume:
Preeti Garg
Curriculum Vitae
Penrith NSW 2750 Australia
M: 043*-***-***
E: adln5g@r.postjobfree.com
LinkedIn: https://www.linkedin.com/in/preeti-garg-8859456a/
Overview
Seven years of experience in the Quality Assurance and Training in the BPO and BTB sector
Track record of exceeding expectations and increasing efficiency by up to 50%
Well versed in content development, coaching, mentoring and training, motivating teams to ensure successful and efficient call centre operations
Experience in developing procedures and service standards to deliver business excellence
Experience in implementing Quality Improvements projects in the services industry
Excellent client relationship management and negotiation skills
Proficient in managing an end-to-end training intervention in terms of analysing the training need, designing and delivering the training curriculum as well as mapping and tracking the impact and effectiveness of training.
Ability to identify shortfalls in product, services and procedures and develop action plan for improvement
Hotel industry experience – guest relations, sales, business development, account management, conference and events
A thorough professional with a proactive attitude having proven track record in imparting training by using learning theories & instructional strategies
Possess excellent interpersonal, communication and organizational skills with proven abilities in training & development, customer relationship management and planning.
Education
Tertiary: 2003 completion – Bachelor of Arts in International Hospitality in Front Office – International Institute of Hotel Management, India
Training Programmes: Presentation skills, Developing self-excellence, Train the Trainer, Email and Meeting conference etiquette, Managing interpersonal skills, Decision making, Voice modulation and Effective communication, Assertiveness, Negotiation skills, Telephone Doctor, Dronacharya (Feedback skills workshop), Agile framework workshop, Customer Service workshop
Career Overview
August 2018 – Present: Quest Penrith Apartment Hotel – Guest Service Agent (Casual)
January 2018 – Present: AMY Accountants – Marketing Executive / Customer Service Officer (Casual)
April 2017 – January 2018: Holiday Inn Sydney Airport – Guest Services Officer
December 2016 – April 2017: Hyatt Regency Sydney – Guest Services Officer (Part time)
August 2011 – April 2015: WNS in Pune, India – Deputy Manager Training
October 2008 – April 2012: IBM Daksh, India – Lead Voice and Accent Trainer
December 2007 – April 2008: EXL Service, India – Voice and Accent Trainer
April 2003 – December 2007: Vertex, India – Voice and Accent Trainer
October 2008 – April 2012: IBM Dakshe, India – Lead Voice and Accent Trainer
Quest Penrith Apartment Hotel
Position: Guest Service Executive (Casual)
Period: August 2018 – Present
- Identify sales leads for long-stay corporate guests, local corporate accounts and assist with relationship management for national accounts
- Check pre-arrival report to ensure accuracy and to maximise guest experience (efficiency, room allocation, preferences)
- Customer relationship management and have always received 100% positive reviews by guests during and after their stay
- Handling of guest feedback and taking prompt action where appropriate to deliver guest satisfaction
- Action of phone / email / online third party reservations including upselling where possible
- Concierge services
- Have also worked as overnight manager handling late night arrivals and any after hours guest issues 11pm to 7am
- Assisting with preparation and delivery of onsite conferences
AMY Accountants
Position: Marketing Executive / Customer Service Officer
Period: January 2018 to Present
- Planning, developing, implementing and analysing effectiveness of marketing campaigns
- Designing all marketing including website, brochures and email newsletters
- Understand and analyse the market conditions and business competitors
- Client interface for business promotion
- Prepare and conducting presentations for prospective clients
- Handling all calls and appointments
- Effective usage of social media to increase business awareness in the market
Holiday Inn Sydney Airport
Position: Guest Services Officer
Period: April 2017 to January 2018
- Check pre-arrival report to ensure accuracy and to maximise guest experience (efficiency, room allocation, preferences)
- Customer relationship management and have always received 100% positive reviews by guests during and after their stay
- Handling of guest feedback and taking prompt action where appropriate to deliver guest satisfaction
- Upselling where possible and encourage enrolments into IHG Loyalty Club to meet membership targets where I was consistently the number one contributor in the team
- Concierge services
Hyatt Regency Sydney
Position: Guest Services Officer
Period: December 2016 to April 2017
- Coordinate cashier duties
- Check pre-arrival report to ensure accuracy and to maximise guest experience (efficiency, room allocation, preferences)
- Customer relationship management and have always received 100% positive reviews by guests during and after their stay
- Handling of guest feedback and taking prompt action where appropriate to deliver guest satisfaction
- Upselling where possible and encourage enrolments into IHG Loyalty Club to meet membership targets where I was consistently the number one contributor in the team
- Concierge services
WNS, Pune, India
Position: Deputy Training Manager
Period: August 2011 to April 2015
- Involved in resource management (recruitment process during transition phase of Suncorp and Aviva accounts)
- Involved in voice sessions and accreditation with the clients’ new business during transition phase (Suncorp - personal and commercial insurance accounts, Aviva - health insurance accounts)
- Trained Team Leaders and Quality Analysts to up-skill them to understand voice specific skillsets for their respective accounts.
- Conducted trainings for the Corporate Leadership Team (Personality development and Business etiquette).
- Co-facilitated Agile workshops
- Completed an Agile project for Suncorp training team and presented to the clients
- Work closely with the Suncorp team in Australia to design templates for Customer Service and Claims to align the standards of Suncorp
- Hired and ramped up the process to 757 FTEs
- Migrations of Suncorp - an Australian Joint Venture in General Insurance responsible for:
oPre-Migration Analysis on voice requirements
oCreation of Voice Plan, Framework and Escalation Matrix
oCreated and modified Voice, Soft skills and Australian Culture Modules for different streams
oPivotal in designing and rolling out the Evaluation sheet
oClient management to discuss, implement strategies and creative solutions
- Dexterously managed training through External Vendor Programs including:
oEnsuring the candidates hired are voice capable after completion of the training program
oEnsuring client mandate requirements are delivered through external vendor training
oWorked on building session (training) plan basis client requirement
Key Achievements:
- Certified Master trainer on Voice & Accent
- Increased the voice capability for healthcare from 20% to 50% in a span of a year
- Drove the yearend target completion on service academy across sites
IMB, Daksh, India
Position: Lead Voice and Accent Training
Period: October 2008 to April 2012
- Promoted in October 2010 to Lead Voice and Accent Trainer from Voice and Accent Trainer
- T3 Certified by IBM
- Conduct communication and culture trainings as well as bridge sessions and accreditations for new hires
- Regularly analysing effectiveness and relevance of training modules, activities and methodologies and manage the creation of new/updated versions where applicable in accordance with business requirements
- Training, coaching and mentoring of new trainers and recursive training sessions
- Conducting TNA/TNI (health check of accounts) for the process and conducting refresher trainings
- Performance management of team
- Conduct bridge sessions and accreditation for new hires
- Conduct interviews
- Preparation and delivery of monthly training report
- Active participation and execution for continual quality improvement projects in services.
EXL Service, India
Position: Voice and Accent Trainer
Period: December 2007 to April 2008
- Conduct training for new hires and recursive training sessions
- Provide support to new hires during their learning curve period
- Conduct bridge sessions and accreditation for new hires
- Regularly analysing effectiveness and relevance of training modules, activities and methodologies and manage the creation of new/updated versions where applicable in accordance with business requirements
- Part of the hire team for internal promotions for new trainers
Vertex, India
Position: Voice and Accent Trainer
Period: April 2003 to December 2007
- Conduct training for new hires and recursive training sessions
- Provide support to new hires during their learning curve period
- Conduct bridge sessions and accreditation for new hires
Conduct interviews from voice perspective
- Regularly analysing effectiveness and relevance of training modules, activities and methodologies and manage the creation of new/updated versions where applicable in accordance with business requirements
References
Available on request
Contact this candidate