Himanshu Mahajan
Summary
Intrinsically motivated, personable, and growth-seeking Customer service officer with extensive administrative and clerical experience combined with exceptional relationship-building skills in Victorian public sector. Efficient, organized, and team-oriented with a motivation to customer satisfaction, business goals, and sales excellence. Proven ability to drive key outcomes through expertise, collaboration, and rapport-building with internal and with internal and external stakeholders. Seeking an opportunity to excel in a role that challenges while furthering career and abilities in a professional setting.
Overview
5
5
years of professional experience
Work History
Customer Experience Officer
Service Victoria
06.2021 - Current
- Deliver personalized experiences to customers across digital and voice channels, including live chat, web forms, and inbound calls.• Effectively respond for Working with Children Check (WWCC) and National Disability Insurance Scheme (NDIS) email inquiries.
- Address a wide variety of queries and update the database in a timely, effective, and efficient manner.
- Follow support escalation processes when required by liaising with the manual processing team or Department of Justice.
- Manage cases using Salesforce software application and update the database by entering the updated information provided by the applicant.
- Contribute to testing new features and projects for new services.
- Suggest improvements to the virtual assistant based on customer interactions.
Reservation Sales Agent
Crown Resorts
01.2021 - Current
- Professionally represent the organization while maintaining positive relations with customers, management, and co-workers.
- Exhibit a positive attitude and provide courteous assistance to customers and staff.
- Maintain ongoing communication with staff and clients on priority issues.
- Help in data processing by communication the preferences of the guest to the hotel concierge to enhance the guest experience and streamline hotel operations.
- Utilize, maintain, and update office systems and databases to complete administrative tasks efficiently with team focus.
- Provide 5-star standard customer support via phone calls.
- Make reservations for the guests by negotiating rates, packages, and requests,balancing satisfaction and revenue of the hotels.
Guest Services Agent
Crown Resorts
06.2018 - 01.2021
- Respond to guest inquiries and direct them to the appropriate department.
- Updating the guest information database by entering all their preferences and requirements in the hotels property management system.
- Assist the guest to find the directions across the resorts complex.
- Respond to email inquiries from the Crown website.
- Coordinate with housekeeping to handle special requests promptly.
Education
Master - Business Information System
RMIT University
Melbourne, VICMaster of Science - Hospitality And Hotel Administration
National Council For Hotel Management And Catering
Chandigarh (India)06.2016
Skills
- Proactive in pursuing continuous improvement initiatives
- Adaptability and flexibility to changing situation and environment
- Strong organizational skills with attention to detail
- Strong computer literacy, including extensive data entry expertise and basic Excel skills
- Courteous and professional in high-pressure situations
- Effective written and verbal communication
- Comprehensive knowledge of business plans and user needs
- Collaborative team player with strong interpersonal skills
- Adaptability to procedures, methods and processes for quality maintenance
- Systemic problem analysis and process enhancement
- Enthusiastic learner with a commitment to personal growth
- Upholding values of respect, trust, and customer satisfaction
Timeline
Customer Experience Officer
Service Victoria
06.2021 - Current
Reservation Sales Agent
Crown Resorts
01.2021 - Current
Guest Services Agent
Crown Resorts
06.2018 - 01.2021
Master - Business Information System
RMIT University
Master of Science - Hospitality And Hotel Administration
National Council For Hotel Management And Catering
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