Customer Service Agent

DIPTI SUDHIR GAWANKAR

** ******** *** *** # ***, West Haven, CT 06516

Ph: 646-***-****; *************@*****.***

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Objective: Seeking a challenging position in the hotel or restaurant industry where my solid academic background,

strong computer and customer service skills, and attention to detail can contribute to company growth and profitability.

Work Experience:

Guest Service Agent & Front Desk Supervisor, Holiday Inn Express; Branford CT May 2011 – Present

• Recruited, trained, retrained all departments as per requirement.

• Handled all conditions such as solve customers inquiries, provide customer requirement etc.

• Kept all documents used in training period to use it in further development with minimum time.

• Produced the documents as needed.

• Provided customer service to hotel guests by answering phones.

• Made reservations and honored guest requests when possible.

• Handled various forms of payment and miscellaneous tasks as assigned by management.

• Responsible for reconciling and registering guest information and settling guest accounts for the hotel.

• Helped to carry daily processes to increase the speed of total work.

• Worked regularly scheduled shift and had availability to work any shift as needed.

University of New Haven; West Haven CT Sept 2010 – Dec 2010

Baking Assistant, Hazell Nut Café,

• Baked products including cookies, muffins, and many more according to standardized recipes.

• Observed and adjusted the temperature of the oven during baking process.

• Ensured quality products are prepared and sold.

Management Trainee, Jeffery’s Fusion Restaurant

• Set up the dining room for lunch service.

• Cleaned silverware and plates used for dining.

• Assisted guests with taking order, served as hostess as well as served four course meals to guests.

• Cooked and prepared hot and cold food items.

Gallery Host, Night Auditor, Hyatt Place; Milford CT June 2010 – Oct 2010

• Responsible for the guest registration process.

• Coordinated all guest requests, informed guests of hotel services, features, and room amenities.

• Prepared, set up, stock, clean, and provided quality beverages and food products adhering to standards.

• Used suggestive selling techniques.

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Front Desk Agent, Night Auditor, Courtyard by Marriott; New Haven CT May 2009 – Oct 2009

• Assisted guests and provided essential service to create loyal and happy guests.

• Performed front and back of house duties. Organized, made and canceled reservation bills.

• Responsible for knowing every guest name and utilize it at the possible opportunity.

• Provided guests fast, friendly and efficient service, managed guests on telephone as well as in front of me.

• Helped supervisor/managers with their tasks. Served in the restaurant as needed.

Research Assistant, University of New Haven; West Haven CT June 2009 – Aug 2009

• Conducted a research on “Exploring Sustainability Practices in the Hotel Industry.”

• Created Hotel Sustainability survey instrument.

• Interviewed Hotel Managers of NY and CT and collected information based on survey.

• Presented final research findings.

Operation Manager, Hazell Nut Café, University of New Haven; West Haven CT Jan 2009- Dec 2009

• Performed managerial work on purchasing, inventory procedures, scheduling of employees.

• Accounting procedures like sales receipt, and daily deposits.

• Conducted staff meetings on weekly basis.

• Trained employees on operational skills, café procedures and sanitation safety.

Dipti Sudhir Gawankar/Page 2 of 2

Library Assistant, Bhavan’s College; Bombay, India Dec 2008 – Jan 2009

• Supported librarian in handling books.

• Managed accounting section in library.

Customer Service Assistant (CSA), Livewell Aviation; Bombay, India Feb 2007 – Dec 2007

• Assisted Customer Relation Manager on International Airport in various departments such as custom, check-in and immigration.

• Worked in the cafeteria.

Marketing Executive, Suvidha Advt & Mkt; Bombay, India June 2005 – Dec 2006

• Performed marketing functions relevant to the corporate banking sector.

• Communicated with clients as needed.

• Controlled front and back office.

• Prepared and organized delivery of client bills.

Education

University of New Haven B.S Hospitality Administration Jan 2008 – May 2012

Graduated with Cumulative GPA: 3.5/4.0

Academic Achievements Jan 2008 - Present

• Academic International Student Scholarship

• Eta Sigma Delta International Hospitality Honor Society

• UNH Dean’s List

Core Projects and Activities:

• Worked on Financial Research Insight program to get various companies’ financial details.

• Worked as Chef, Expeditor, Host, Server in HTM student run restaurant Fusion Dining.

• Worked as Server for the UNH Board of Governor’s Lunch.

• Developed a new destination marketing plan using Marketing Plan Pro.

• Created the top preferred brochure for the Austin Street Inn: Bed and Breakfast, Westville CT.

Computer Software Skills

• Experienced in using Opera, Micros, Fosse, Citrix, Choice Advantage, POS system, Research Insight and

Win Property Management.

• Working knowledge of: hospitality e-sales software; Marketing Pro Plan, Microsoft Office Excel, Access,

PowerPoint, and Word.

Volunteer Activities

• Rhythm (Garba) Night October 2008-2012

• International Festival April 2008-2011

• Diwali Function November 2008-2011

• International Coffee Hour October 2008-2010

• Open Houses November 2008

• UNH Friends & Family Day September 2008

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