Customer Service Management

LAGAH SANJEEV

*** ****** **, **********-*****

Massachusetts, USA

Cell Number: 085********

E mail: fdjb1t@r.postjobfree.com

Professional Profile:

As a dynamic, professional, I would like to identify opportunities and reciprocate the same through understanding, creativity and uniqueness. A result oriented hospitality team player drive to sales and profitability in highly competitive markets. I possess strong ability to perform effectively and train others what I have learnt and what I create.

Objective:

I am keen to build and enhance the Food and Beverage Management skills and ready to accept the challenging position in the department itself.

Academic Qualifications:

• Master of Business Administration (Marketing), Swiss School of Management-2007 (Rome), Italy.

• Human Resource Management.

• Strategic global Marketing.

• Accounting and Finance for Managers.

• Leadership and Organizational behaviors.

• International Negotiation skills.

• Management Information system and Communication.

• Master of Hotel Management from Kurukshetra University Kurukshetra – 2006 (INDIA).

• Introduction to Hospitality and tourism Management.

• Hotel Economics and Field techniques.

• Principal of Management.

• Business Laws.

• Food science and nutrition.

• Food & Beverages production and dining room operations.

• Hotel Marketing Research and Strategic analysis.

• Hazard Analysis Critical Control Point (HACCP).

• Certificate Course in German Language from Kurukshetra University Kurukshetra-2006 (INDIA).

• Bachelor of Science (Statistics) from Kurukshetra University Kurukshetra- 2003 (INDIA).

• Mathematics.

• Physics.

• Statistics.

Professional Experiences:

• Working as Restaurant Supervisor in jimbo’s Roast Beef in Somerville, USA from 20th March 2011.

• Worked as Food and Beverage Supervisor in Hotel Bella Vista in Chandigarh, India from 1st September 2010 to 28th February 2011.

• Worked as a Food and Beverage supervisor in Marriott Hotel, Atlanta, USA from 10th of August 2008 to 10th of July 2010.

Key Contribution:

• Designed and implemented in-store Marketing Promotions for Festivals and Events.

• Served Restaurant guests. Trained, scheduled and supervised staff.

• Performed all the service related tasks in the department and compile with and exceed standard operating procedures.

• Maintained company sanitation standards in the department.

• Maintained guest’s satisfaction and ensure repeat business through personalized, efficient service.

• Developed creative food set-ups and assist in promotional events on an ongoing basis.

• Responsible for on-going training in the department which is necessary to maintain and improve standards of service, profit margins, as a part of process improvement and TQM principles.

• Nominee Employee of the month (Two times).

• Ristorante Indiano Bombay as a Shift In-Charge (Indian Restaurant), Rome, ITALY from 15th December 2006 to 31st October 2007.

Key contribution:

• Generated top sales in wine from the restaurant by providing education and food pairing suggestion.

• Developed numerous beneficial seasonal promotions in restaurant.

• Managed guest relations and answer the question about menu and beverage items.

• Ensured proper day to day Restaurant inventory for a smooth operation.

• Followed Micros procedures, cashiering procedures and the prescribed payment handling method for the cashiering of the Bar at the end of the shift.

• Country Inn & Suites in Human Resource Management (Internship) from 1st June 2006 to 31st October 2006, Jalandhar (INDIA).

• Hotel Shivalik View, HRD and Marketing (Internship) from 21st December 2005 to 31st January 2006 Chandigarh (INDIA).

Key Contribution:

• Website Design & Development

• Hotel Revenue Management

• Hotel Website Analysis

• Hotel Website Design & Development

• Hotel Internet Marketing & Promotions

• Search Engine Optimization & Link Development

• Country Inn & Suites, F & B Department (Internship) from 11th June 2005 to 11th August 2005 Jalandhar (INDIA).

• Comfort Inn Royale Residency, Front Office Department (Internship) from 20th December 2004 to 31st January 2005 New Delhi (INDIA).

Key Contributions:

• Described the components of a professional image.

• Explained the connection between a professional image and exceptional customer service.

• Managed telephone communication with clarity, accuracy, and courtesy.

• Improved verbal communication with those they meet face to face.

• Interpreted visual language of others to determine how best to communicate with them effectively.

• Demonstrated improvement in their listening skills.

• Implemented strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients.

• Explained precautionary steps they should take in emergency situations that might compromise the safety of everyone in the workplace.

• Developed a personal action plan to improve both their image and their customer service skills.

Skills:

• Ability to build relationship and network at working place through effective communication skills & team work.

• Creativity, result orientation & analytical skills.

• Implementation skills to put various key marketing techniques into practices.

Computer Skills:

• MS Word, Excel, Power Point.

• MICROS, IDS

• Outlook Express, Internet and Emails.

Interests:

• Internet surfing, cooking, driving.

Personal Background:

• Name Lagah Sanjeev

• Languages Known English, Hindi, Punjabi

• Strengths Confidence, Learning Attitude

Place:

Somerville Sanjeev Lagah

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