Nivya Paul
Edmonton,AB
Summary
Knowledgeable and dedicated customer service professional with extensive experience in hotel and sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
12
12
years of professional experience
Work History
Pre Board Screening Officer
Canadian Air Transport Authority
06.2022 - 02.2024
- Provided exceptional customer service by addressing passenger concerns professionally while maintaining focus on their safety at all times.
- Demonstrated proficiency in handling sensitive information responsibly, protecting both individual privacy and national security interests.
Front Desk Agent/Night Audit
Best Western Premier Denham Inn and Suites
07.2018 - 04.2022
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Boosted revenue through upselling hotel services, amenities, and group offerings during the sales process.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled customer inquiries and suggestions courteously and professionally.
Sales Associate
Jaro Education
08.2017 - 04.2018
- Maintained accurate records of all sales activities, including client interactions, follow-ups, and closed deals.
- Enhanced customer satisfaction by providing exceptional after-sales support, addressing concerns, and resolving issues promptly.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Front Office Supervisor
The Leela Ambience Gurugram Hotel & Residences
09.2013 - 06.2015
- Enhanced client satisfaction by providing exceptional customer service and promptly addressing inquiries or concerns.
- Coached employees through day-to-day work and complex problems.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Managed group bookings effectively to optimize room allocation while accommodating individual preferences.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
Front Office Associate
The Leela Ambience Gurugram Hotel & Residences
06.2012 - 09.2013
- Managed reservation system, accurately inputting bookings and managing cancellations or changes.
- Organized group bookings efficiently, coordinating logistics with other departments to ensure smooth events execution.
- Developed strong relationships with returning guests through attentive service and genuine engagement during each visit.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Hospitality And Tourism Management
Institute of Hotel Management
MBA - Marketing And Human Resources
Prestige Institute of Management
08.2017
Skills
- Customer Service
- Problem-solving skills
- Microsoft Office
- Product Sales
- Staff education and training
- Service Upselling
- Active Listening
- Attention to Detail
Timeline
Pre Board Screening Officer
Canadian Air Transport Authority
06.2022 - 02.2024
Front Desk Agent/Night Audit
Best Western Premier Denham Inn and Suites
07.2018 - 04.2022
Sales Associate
Jaro Education
08.2017 - 04.2018
Front Office Supervisor
The Leela Ambience Gurugram Hotel & Residences
09.2013 - 06.2015
Front Office Associate
The Leela Ambience Gurugram Hotel & Residences
06.2012 - 09.2013
Bachelor of Science - Hospitality And Tourism Management
Institute of Hotel Management
MBA - Marketing And Human Resources
Prestige Institute of Management
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