Nayyar Khan
Pakenham,VIC
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
16
16
years of professional experience
Work History
Inbound Sales and Customer Care
Primepac Thermogard
01.2020 - Current
- Responsible for phone, email and chat based customer service in a B2B environment
- Upselling, cross selling on quantities and managing back orders
- Complaint resolution and escalation if required.
- Enhanced customer satisfaction through attentive support and prompt issue resolution.
- Established strong client relationships by conducting regular follow-ups and maintaining open communication.
- Streamlined internal processes for improved efficiency, leading to higher productivity in the sales and customer support teams.
- Built relationships with customers and community to establish long-term business growth.
Medical Assessor
Allianz Worldwide Partners
02.2017 - 08.2019
- Responsible for providing medical assessment for pre-existing medical conditions as part of their travel insurance requirement
- Meeting KPIs
Front Office Team Leader/Manager
Quest Serviced Apartments
09.2016 - 02.2017
- Making sure reception functions smoothly
- Reservations management
- Making sure availability is up to date with the PMS and revenue is maximized during peak periods and events
- Managing roster and budget for the front office
- Managing accounts receivable, debtors ledger and sending out monthly statements to travel agents and companies
- Responsible for travel agent commission payouts
- Handling guest complaints and making sure they are looked after well.
- Trained and mentored new team members, ensuring consistent service delivery across the front office team.
International Travel Consultant
Flight Centre
10.2014 - 09.2016
- Planning and executing travel itineraries for new and repeat client base
- Making sure all complaints and requests are handled in a timely and effective manner
- Liaising with airlines and various suppliers including insurance companies to help clients in emergency and high pressure situations such as denied boarding, missed connections, urgent time changes etc
- Attending events organized by suppliers to update product knowledge.
Guest Services Duty Manager
James Cook Hotel Grand Chancellor
09.2014 - 09.2016
- Making sure reception functions smoothly.
- Reservations management.
- Making sure availability is up to date with the PMS and revenue is maximized during peak periods and events.
- Managing roster and budget for the front office.
- Managing accounts receivable, debtors ledger and sending out monthly statements to travel agents and companies.
- Responsible for travel agent commission payouts.
- Handling guest complaints and making sure they are looked after well.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
Guest Experience Specialist
Crowne Plaza
10.2010 - 11.2012
- Manage Front desk tasks and concierge alternatively
- Manage guest relations and deal with guest requests, complaints and situations
- Settling accounts for conferences, tour groups and air crew
- Replacing reservations staff as and when required.
Guest Services Officer
Grand Hyatt Hotel
01.2008 - 07.2009
- Officer at guest service centre, an In-house contact centre for call operations at Grand Hyatt Mumbai with 547 rooms and 111 serviced apartments
- Receive an average 200 calls from guests for general enquiries, complaints and specific queries pertaining to various hotel functions
- Manage internal and external calls, transfer calls to departments and manage inter departmental calls
- Organize call traffic by effectively answering queries and ensure customer satisfaction
- Provide guest services like organizing wake up calls, airport transfers and after hour reservation.
Education
PG Diploma in Tourism & Hospitality -
University of Waikato
01.2010
Bachelor of Studies in Tourism and Hospitality Management -
Alagappa University, Tamilnadu- India
01.2008
Skills
- Expert communicator both oral and written with excellent phone manner
- Customer service acumen with experience ranging across various demographic clients
- Warm, outgoing and team spirited person with self-Initiative and ability to multitask
- Leadership and attention to detail
- Microsoft office suite knowledge
- Training and development
Timeline
Inbound Sales and Customer Care
Primepac Thermogard
01.2020 - Current
Medical Assessor
Allianz Worldwide Partners
02.2017 - 08.2019
Front Office Team Leader/Manager
Quest Serviced Apartments
09.2016 - 02.2017
International Travel Consultant
Flight Centre
10.2014 - 09.2016
Guest Services Duty Manager
James Cook Hotel Grand Chancellor
09.2014 - 09.2016
Guest Experience Specialist
Crowne Plaza
10.2010 - 11.2012
Guest Services Officer
Grand Hyatt Hotel
01.2008 - 07.2009
PG Diploma in Tourism & Hospitality -
University of Waikato
Bachelor of Studies in Tourism and Hospitality Management -
Alagappa University, Tamilnadu- India
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