Nirali Shah
Welland,ON
Summary
Dedicated and dynamic customer service professional with over 5 years of experience in customer-centric roles across hospitality and retail. Proven expertise in building long-standing relationships, uncovering customer needs, and providing tailored solutions. Currently excelling in a dual role at Holiday Inn Express & Suites Welland, balancing guest services and sales coordination, with a focus on delivering exceptional service and meeting sales goals. Known for adaptability, a strong work ethic, and a proactive approach to problem-solving.
Overview
7
7
years of professional experience
Work History
Guest Service Agent/Sales Coordinator
Holiday Inn Express & Suites Welland
2024.05 - Current
- Proactively identified guests' needs, resolving inquiries and complaints promptly to ensure a high-quality guest experience and positive service outcomes.
- Introduced new digital and self-service tools to guests, helping them navigate services more efficiently.
- Supported the hotel’s sales team by contributing to room bookings and exceeding monthly sales targets, leveraging product knowledge and customer rapport.
- Streamlined check-in/check-out processes to reduce wait times, enhancing customer satisfaction and operational efficiency.
Customer Service Executive
Chatr Mobile
2023.03 - 2024.04
- Established rapport with customers, actively listening to understand their needs and recommend the right products and services, fostering a customer-first environment.
- Managed day-to-day operations, including guiding customers through seamless transactions and handling sales-related inquiries with professionalism.
- Played a key role in enhancing team performance, mentoring new hires, and sharing expertise on company’s mobile banking apps to encourage self-service solutions.
- Strategically increased sales through cross-selling and upselling, contributing to overall store targets.
Customer Service Executive
Multiple Hotels
2017.07 - 2022.11
- Delivered personalized guest experiences, ensuring each customer’s needs were met with a friendly, professional attitude.
- Managed reservations and financial transactions accurately, maintaining smooth operations and high customer satisfaction levels.
- Collaborated with teams across different departments to provide comprehensive service solutions, fostering long-term customer relationships.
Education
Bachelor of Adult Education - Global Hospitality Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2024
Advanced Diploma - Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2023
Skills
- Customer Relationship Building: Skilled at establishing connections, listening actively to customers, and offering solutions tailored to their specific needs, ensuring high satisfaction and retention.
- Problem-Solving and Conflict Resolution: Adept at addressing customer concerns promptly and effectively, ensuring a positive resolution while maintaining professionalism.
- Sales and Service: Strong ability to identify simple sales opportunities and leverage product knowledge to meet customer needs, achieving personal and team targets.
- Digital Literacy and Training: Proficient in introducing and guiding customers through digital banking and self-service options, ensuring they are comfortable with new technology.
- Time Management and Multitasking: Capable of handling multiple responsibilities in a fast-paced environment, including transaction processing, customer service, and operational tasks.
- Team Collaboration and Leadership: Experience in mentoring and leading teams, promoting a supportive and inclusive work environment to drive business success.
- Fluent in Hindi & English
Languages
English
Full Professional
Timeline
Guest Service Agent/Sales Coordinator
Holiday Inn Express & Suites Welland
2024.05 - Current
Customer Service Executive
Chatr Mobile
2023.03 - 2024.04
Customer Service Executive
Multiple Hotels
2017.07 - 2022.11
Bachelor of Adult Education - Global Hospitality Management
Conestoga College Institute of Technology And Advanced Learning
Advanced Diploma - Global Business Management
Conestoga College Institute of Technology And Advanced Learning
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