Marketing Communications Manager

• Mar 2023 - Present

Marketing Manager

• Dec 2021 - Jan 2023

Area Sales Manager

• Dec 2020 - Dec 2021

Sales And Marketing Specialist

• Dec 2019 - Dec 2020

Training Manager

• Feb 2019 - Dec 2019

 Mapping out training plans and schedules, designing and developing training programs (outsourced or in-house) for corporate, HR training and more. Design and develop training programs (outsourced and/or in-house). Select appropriate training methods or activities (e.g. Simulations, mentoring, on-the-job training, professional development classes). Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed. Assess instructional effectiveness and determine the impact of training on employee skills and KPIs. Helping team with pending task and tasks which needs to be done as per PIP ( Property improvement plan ). Creating daily progress report on hotel conversion. Taking care of guest feedbacks during the hotel conversion and fulfilling the guest needs. Monitoring PIP (Property improvement plan) and adhere the brand standards of RHG. Executive Assistant to Senior Hotel Consultant (Mr. Virat Varma CEO - GLOBAL HOSPITALITY CONSULTANT) Acting as the point of contact among executives, employees, clients and other external partners. Helping executives with hotel conversion from ITC fortune select Excalibur to Radisson Gurugram Sohna road city center.  Providing departmental SOPS as per RHG brand standard to all the departments. Creating RHG stationary on BAT (Brand Artwork Tool). Uploading and updating hotel images on website on BIL (Brand Image Library) Managing information flow in a timely and accurate manner Managing executives’ calendars and set up meetings. Creating Sales Dashboard, training calendars and daily hotel progress report. Show less

Training and Quality analyst

• Sep 2015 - Sep 2018

 Monitor in-bound and out-bound contacts made and received by various operation teams and provide constructive feedback to improve customer experience and ensure quality targets are met on constant basis.  Deep dive analysis on detractors received to understand root cause and VOC of customer.  Prepare job aid documents for the Bottom Quartiles on the identified topics based on RCA from deep dive analysis and provide support through refresher 'trainings, PKTs and side by side audits to reduce variation in performance between top and bottom performers.  Conduct refresher trainings on top volume drivers for the entre process to ensure everyone is at the same page.  Drive process improvement initiatives to improve Customer Metrics especially nCSAT (NPS) based on customer verbatim scrubbing, deep analysis and reduce AHT & transfer rate through standardization of templates, macros and introduced compliance health check to reduce transfer rates.  Download all the new promotions and updates to the entire process to ensure readiness.  Train new hire batches on quality guidelines and act as an SME by taking sessions on parameters which are critical to quality.  Increased audits of OJT batches followed by sessions on the contacts handled to ensure they come up the learning curve.  Interaction analysis of good chat and bad chats.  Calibration calls with client to ensure there are no gaps and policies and process is adhered.  Create dashboards on weekly performance on customer metrics i.e.  NCSAT, Resolution and Agent Satisfaction and Operations metrics such as Service Levels & AHT with agent level trending to internal and external stakeholders for business reviews.  Handle inbound contacts to ensure knowledge retention.  Determined proper corrective actions to bring products in line with requirements. Show less

Guest Services Specialist

• Apr 2014 - May 2015

Guest Service Associate

• Dec 2012 - Oct 2013

Housekeeping MT Associate

• May 2011 - Sep 2012

Guest Service MT Associate

• May 2011 - Sep 2012