Hemant Malik
Sydney,NSW
Summary
Resourceful Support Specialist known for high productivity and efficient task completion. Skilled in troubleshooting, technical support, and customer service management. Excel in problem-solving, communication, and adaptability, ensuring seamless operations and superior user satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Retail Account & Support Specialist
REVOLUT OPERATIONS PVT LTD. (UK - Remote India)
2023.05 - 2024.07
- Offered exceptional customer service by handling more than 150 interactions daily, emphasizing personalization, friendliness, and politeness for increased customer retention.
- Assisted customers with product navigation, account setup, and troubleshooting issues.
- Identified opportunities for upselling products or services based on customer needs.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Monitored customer feedback through surveys and other sources of data collection.
- Provided technical support on product features and functionality to retail customers.
- Managed the ordering process for retail customers, ensuring timely delivery of products.
- Established accounts for new customers and updated existing accounts with current demographic and order information.
- Reviewed financial status and evaluated discrepancies by assessing account information and activities.
- Negotiated payment plans with clients experiencing financial difficulties, reducing bad debt.
- Reviewed and updated account records to ensure accuracy and compliance with legal requirements.
Front Office & Operations Management Trainee
THE ELIOT SUITE HOTEL (BOSTON, MA, USA)
Boston , USA
2022.02 - 2023.02
- Managed customer or client queries effectively through phone and email
- Used analytical skills to troubleshoot issues that arose during day-to-day activities.
- Analyzed customer service concerns and established approaches to elevate customer satisfaction ratings.
- Took charge of monitoring and evaluating employee performance, effectively identifying improvement opportunities and offering valuable coaching and feedback.
- Partnered with different functional units to ensure consistency in achieving operational goals aligned with company's overall vision.
- Utilized effective techniques to elevate customer satisfaction levels.
- Optimized workflow by accurately assigning tasks to agents according to their individual abilities and schedule.
- Maintained consistent tracking and analysis of call volume, sales, abandoned calls and other statistics through daily reports.
- Analyzed customer feedback data to identify trends in customer service issues.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Universal Customer Service Agent : Expedia
IGT SOLUTIONS
New Delhi , Delhi
2021.09 - 2022.02
- Provided support to international clientele including Expedia, Hotels.com and other branches of the company
- Surpassed the corporate target by attaining a 95% customer satisfaction rating within six months.
- Processed payments from clients in a timely manner according to established procedures.
- Created and maintained client records, including contact information, payment histories, and booking preferences.
- Organized travel arrangements for clients including flights, hotels, car rentals.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Provided clients with assistance in preparing required travel documents and forms.
- Took reservations from patrons by phone or online.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
Guest Relations Manager
SPIFFY HOSPITALITY
New Delhi , Delhi
2018.02 - 2021.02
- Successfully handled demanding situations with tact and composure, fostering positive connections with guests throughout trying circumstances.
- Monitored guest services personnel for efficient and accurate response to guest complaints
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Developed and maintained strong partnerships with local attractions and tour operators to provide diverse activity options for guests during their stay.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Guest Relations Executive
ASTROPORT
Alwar , Rajasthan
2016.12 - 2017.12
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Managed and improved customer service functions for reception and lounge areas.
- Ensured a friendly environment at the front desk by presenting oneself impeccably and displaying a pleasant demeanor.
- Collaborated with various departments to ensure seamless guest experiences during their stay.
- Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
- Implemented innovative communication strategies to keep guests informed about hotel services and promotions.
- Supported hotel marketing initiatives through active engagement on social media platforms and response management on review websites.
- Checked documentation and corrected issues in prompt fashion.
Industrial Trainee
RADISSON BLU ( Paschim Vihar)
New Delhi , Delhi
2015.02 - 2015.06
- Worked closely with industrial professionals to expand upon acquired training with practical knowledge.
- Enhanced product quality through rigorous testing procedures and data analysis, leading to higher customer satisfaction ratings.
- Supported team in industrial work completion, gaining experience in cross-functional positions and processes.
- Provided technical support during equipment troubleshooting efforts, minimizing downtime and maintaining production schedules.
- Excelled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Demonstrated adaptability when faced with rapidly changing priorities or challenging situations, ensuring seamless operations at all times.
- Delivered outstanding results in first-contact resolution rates by actively listening to customers'' needs and addressing concerns promptly.
- Coordinated with vendors for necessary supplies needed for daily operations of the hotel.
- Promoted upcoming events hosted by the hotel through social media platforms such as Facebook, Instagram, Twitter.
- Created detailed reports outlining guest feedback surveys results on a weekly basis.
- Greeted customers upon arrival at the hotel and provided them with information about services and facilities.
- Compiled data related to occupancy trends and revenue generated from various services offered by the hotel.
Education
Master of Management - International Business Management
Macquarie University
Sydney, NSW2026-07
Bachelor of Science - Hospitality Administration And Management
BHARTIYAR UNIVERSITY
India2016-05
Skills
- Customer Relationship Management
- Call Management
- Data Collection
- Remote Support
- Support Services
- Application support
- Troubleshooting and diagnostics
- JIRA , Confluence & Metabase expertise
- Helpdesk operations
- Call Center Customer Service
- KPI Tracking
- Process updates
- Escalation management
- Quality controls
Certification
- Six Sigma White Belt
- Confluence Fundamental : Atlassian Certified
- JIRA Service Management : Atlassian Certified
- Project Management (Basic) : Atlassian Certified
- Diploma in Event Management & Tourism
- HTMi (Switzerland)
Languages
English
Native/ Bilingual
Accomplishments
- Promoted from Junior I to Junior II at Revolut within 3 months for constant performance.
- Achieved the retail target of 95% within 6 months at Revolut.
- Strong performance in all the past 4 quarters with achieving the assigned KPI's at Revolut.
- Received performer of the quarter at Eliot Suite Hotel for implementing new strategies.
- Received appreciation for being a constant top performer with Expedia & Hotels.com
References
References available upon request.
Timeline
Retail Account & Support Specialist
REVOLUT OPERATIONS PVT LTD. (UK - Remote India)
2023.05 - 2024.07
Front Office & Operations Management Trainee
THE ELIOT SUITE HOTEL (BOSTON, MA, USA)
2022.02 - 2023.02
Universal Customer Service Agent : Expedia
IGT SOLUTIONS
2021.09 - 2022.02
Guest Relations Manager
SPIFFY HOSPITALITY
2018.02 - 2021.02
Guest Relations Executive
ASTROPORT
2016.12 - 2017.12
Industrial Trainee
RADISSON BLU ( Paschim Vihar)
2015.02 - 2015.06
Master of Management - International Business Management
Macquarie University
Bachelor of Science - Hospitality Administration And Management
BHARTIYAR UNIVERSITY
- Six Sigma White Belt
- Confluence Fundamental : Atlassian Certified
- JIRA Service Management : Atlassian Certified
- Project Management (Basic) : Atlassian Certified
- Diploma in Event Management & Tourism
- HTMi (Switzerland)
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