PRASHANT BHUKAL
Schofields,NSW
Summary
Customer Service Representative with extensive experience in multi-channel support and conflict resolution. Skilled in enhancing customer satisfaction through efficient issue resolution and proactive collaboration. Strong communicator with a focus on relationship management, driving operational efficiency.
Overview
19
19
years of professional experience
Work History
Customer Service Representative (RMS- Public Service)
Chatswood Service Centre
, Australia
12.2021 - Current
- Delivered multi-channel customer support, resolving inquiries and complaints and maintaining accurate records, while escalating complex issues and collaborating with stakeholders for timely, effective outcomes.
- Responded to customer inquiries using effective communication and problem-solving techniques, ensuring clarity and resolution.
- Addressed customer inquiries utilizing effective communication and active listening, facilitating satisfactory outcomes.
- Managed incoming calls to efficiently direct customers to the appropriate departments. to ensure efficient routing to departments. and efficiently routed them to the appropriate departments. and directed them to appropriate departments efficiently.
Customer Concierge Operator
Transport for NSW
Sydney, Australia
01.2020 - 12.2021
- Managed high-volume customer interactions for NSW Transport, resolving inquiries and complaints to uphold service standards and enhance customer satisfaction. Leveraged Salesforce for effective case management and stakeholder communication.
- Responded to customer inquiries with detailed information about transport services at service desk, enhancing customer understanding and satisfaction.
- Managed booking systems for various transport options, ensuring data accuracy and effective scheduling to support operational efficiency.
- Collaborated with team members to coordinate services at transport hubs, delivering seamless customer experiences and improving service delivery.
Property Manager
Kingsland Studios 349 & Waime Residences
Auckland, NZ
03.2015 - 01.2020
- Directed property operations and strategic projects, established 20 short-term rental properties, and strengthened client base to increase revenue opportunities. Delivered client service while managing contracts, partnerships, and business development initiatives, ensuring effective reporting and stakeholder communication.
- Managed tenant relations, promptly addressing inquiries to improve satisfaction and retention.
- Conducted regular property inspections to ensure compliance with industry standards and enhance property value.
- Oversaw property maintenance, coordinating timely repairs with service providers to uphold property standards.
Assistant Front Office Manager
Holiday Inn Express & Suites
, USA
06.2013 - 02.2015
- Oversaw daily front office operations to enhance guest experiences and ensure smooth operations.
- Oversaw daily front office operations to ensure high-quality guest experiences. and ensured smooth daily operations.
- Facilitated guest check-in and check-out procedures to streamline arrival and departure processes.
- Managed reservations and maintained accurate room availability records to maximize occupancy rates.
Front office Lead
Nirwana Gardens & Resorts
Bintan, Indonesia
07.2010 - 05.2013
- Led front office teams and guest services, achieving efficient operations and high guest satisfaction while maintaining resort standards. Coordinated escalations, staff scheduling, training, and cross-department collaboration to support operational performance.
- Supervised front office staff, improving guest service quality through effective team management and training.
- Coordinated daily check-in and check-out operations, facilitating smooth transitions for guests while ensuring compliance with resort standards.
- Managed reservations and room assignments using property management systems, ensuring optimal room allocation to enhance guest satisfaction.
Night Auditor
Homewood Suites by Hilton
, USA
05.2009 - 05.2010
- Oversaw front desk operations during night shifts, facilitating efficient guest check-ins and check-outs to ensure guest satisfaction.
- Oversaw front desk operations during night shifts, facilitating guest check-ins and check-outs efficiently.
- Executed financial transactions and performed daily account reconciliations to uphold financial accuracy and integrity.
- Maintained cleanliness of lobby and common areas during overnight shifts to provide a welcoming environment for guests.
Front Desk Agent
Avalon Courtyard
New Delhi, INDIA
08.2007 - 04.2009
- Managed check-ins, check-outs, reservations, and guest inquiries to create a welcoming and efficient front desk experience. Maintained accurate records and processed payments while promptly resolving guest concerns to enhance overall guest satisfaction.
- Coordinated check-ins, check-outs, reservations, and guest inquiries to foster a welcoming front desk experience. Maintained accurate records and processed payments while resolving guest concerns to boost overall satisfaction.
- Responded promptly to phone inquiries, providing information and addressing guest concerns to deliver exceptional service.
- Organized guest reservations, ensuring accuracy in bookings and information to facilitate seamless guest experiences.
Education
PG Diploma - Applied Management
Eastern Institute of Technology
Auckland, New Zealand01-2017
Post Graduate Diploma - Hospitality
International Academy
Bintan, Indonesia01-2011
Bachelors - Hospitality and Hotel Management
IHM (National Council for Hotel Management and Catering Technology)
Chandigarh, India01-2007
Skills
- Customer service operations
- Customer interaction
- Multi-channel support
- Service delivery improvement
- Escalation management
- Conflict resolution
- CRM software knowledge
- Data management
- Time management
- Prioritization
- Team collaboration
- Issue resolution
- Stakeholder engagement
- Effective communication
- Relationship management
- Communication skills
Timeline
Customer Service Representative (RMS- Public Service)
Chatswood Service Centre
12.2021 - Current
Customer Concierge Operator
Transport for NSW
01.2020 - 12.2021
Property Manager
Kingsland Studios 349 & Waime Residences
03.2015 - 01.2020
Assistant Front Office Manager
Holiday Inn Express & Suites
06.2013 - 02.2015
Front office Lead
Nirwana Gardens & Resorts
07.2010 - 05.2013
Night Auditor
Homewood Suites by Hilton
05.2009 - 05.2010
Front Desk Agent
Avalon Courtyard
08.2007 - 04.2009
PG Diploma - Applied Management
Eastern Institute of Technology
Post Graduate Diploma - Hospitality
International Academy
Bachelors - Hospitality and Hotel Management
IHM (National Council for Hotel Management and Catering Technology)