Office Manager/Executive Assistant

CURRICULuM VITAE

VIVEK KUMAR JHA

Phone Number: 993*******

Email : ********.******@*****.***

CAREER OBJECTIVE

To obtain a challenging position in industry where my capabilities and experience can be used to the best of my efforts and where I can make real contribution to my employer’s success.

To attain company’s goals and objectives using utilizing personal skills and strengths with total dedication and determination, simultaneously aiming at a steady career growth.

Consistent, creative and committed team player with excellent attention to detail.

Optimum utilization of resources.

EDUCATIONAL CREDENTIALS

• 10+2: B.D Memorial Institute, Kolkatta - C.B.S.E (1999)

• Graduation: Bachelor in Science for Hotel & Hospitality Administration-I H M, Bangalore (2004)

TECHNICAL PROFICIENCY

• Basic Computer Operations.

• MS - Word, MS - Excel

• Opera Server Package (Park Hotel)

• Fidelio Server Package (Taj Residency Hotel)

• Smart Server Package(HCL)

INDUSTRY EXPOSURE

Industrial training done at Hotel Maurya, Patna for 6 Months (Oct 2002 – Mar 2003)

WORK EXPERIENCE

HOTELS

• Worked as a Front Office Assistant in The Park Hotel, Bangalore (Park Group of Hotels)

• Worked as a Front Office Executive in Taj Residency Hotel, Bangalore (Taj Group of Hotels)

CALL CENTRE AND BPO

• Worked as a Senior Customer Service Executive in HCL Technologies Limited, Noida

• Worked as a Senior Customer Service Assistant in WNS Global Services Private Ltd, Mumbai (15 June 2009 to 28 February 2011)

• Working currently as a Senior Customer Service Executive in Intellenet Pvt Ltd, Thane, Navi Mumbai(14 March 2011 – till date)

Total Experience in Years: 6

RESPONSIBILITIES AS FRONT OFFICE EXECUTIVE IN HOTELS

• Guest Relation Handling

• Handling Guest Complaints

• Check Ins / Check Outs

• Reservations

• Taking Care of Guest Messages

• Foreign Exchange

• EPABX Board Handling

RESPONSIBILITIES AS A SENIOR CUSTOMER SERVICE EXECUTIVE IN HCL (VOICE PROCESS)

• Dealing with UK Clients – Worked for British Telecom Process

• Handling Customer Complaints Regarding Telecom Services

• Resolving Customer Queries Ensuring that its Right First Time

• Warm Transfer of the Call to the Relevant Departments when required

• Ensuring that the Target was Achieved on a Daily Basis

• Ensuring that Customer Queries were resolved Keeping Myself In Customer Shoes

RESPONSIBILITIES AS ASENIOR CUSTOMER SERVICE ASSISTANT IN WNS (BACK OFFICE)

• Dealing with UK Clients – Working for British Telecom Process

• Ensuring that the email sent is Short and Crisp covering all the Relevant Details

• Dealing with Customer Queries like:

• A) Billing Gas and Electricity Accounts

• B) Re-billing of accounts if billed incorrectly or on Estimated Readings

• C) Arranging the query to be handled over a call if not dealt through email

• D) Offering customers various Payments Plans when they were in Financial Difficulty

• E) Arranging for the Meter Key to open the Meter Boxes

• Ensuring that the RPH(Rate Per Hour) and Quality is met constantly

• Focusing towards Positive NPS(Net Promoter Score)

• Working on BackLog cases whenever required

HOBBIES

Watching T.V, Playing Chess, Net Surfing, Cooking and Travelling

EXTRA CURRICULAR ACTIVITIES

Played Cricket at School and College Levels

PERSONAL INFORMATION

Father’s Name : Late. Mr. Shambhu Kumar Jha

Mother’s Name : Late. Mrs. Bharti Jha

Permanent Address: Flat No. 303, Hope Mahendra Apartments

ChitraGupta Nagar, Patna 800020

Passport No : F2115424 (Expired Date:14-02-2015)

Nationality : Indian

Date of Birth : 03/12/1980

Blood Group : ‘O’ Positive

Gender : Male

Marital Status : Married

Language known : Hindi, English, Bengali & Maithili

Religion : Hindu

PERSONAL EFFECTIVENESS

• Confident of independently carrying out assigned work

• Deep regards for deadlines, work schedules and timely completion of tasks

• Extremely organized

• Proficient at Communication Skills, Public Relations & Team Work

REFERENCES

• Mr. Sudhanshu Singh

Front Office Manager-The Park Hotel

Ph: 080-******** (Ext: 5020)

• Mr. Rahul Padhye

Team Leader-WNS

Ph: 098********

I Declare that the above given Information is correct and known to me.

(VIVEK KUMAR JHA) DATE:

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