Shubham Kanwar

Customer Support practices Establishment:

• Nurturing customer relationship from delivery perspective for a particular cluster with in a city by taking the required action to onboard the customers (call/physical visits etc.) and improve customer engagement.
• Hand holding the customer post product/ services buy, maintain Log Voice, processing Log Enhancement request suggested by the customer, tracking the same and keeping the customer updated with the status.
• Logging customer feedback regarding platform or new capabilities and conduct customer satisfaction survey/ NPS regularly.
• Reporting the status regularly to City Delivery Manager

Sales Support:

• Working with cluster sales team for demos and deal closure, making customer aware of various platform capabilities and encouraging them to leverage the same.
• Applying aggressive sales techniques to cross-sell and up-sell the products and services.
• Leveraging knowledge regarding the ins and outs of the product to properly educate customers.

Escalations Management:

• Supporting or responding to any alerts, red flags which can also be directly from a customer reaching out for some issues via the helpdesk critical or overdue customer support ticket.

Periodic Health Checks:

• Playing a major role in maintaining and mentoring the cluster network; implementing policies with internal teams to establish a level of quality customer service that exceeds the customer expectation.

• Increased client base by identifying potential opportunities and establishing new relationships with key decisionmakers.
• Developed strategic partnerships for long-term business growth and mutual success through effective negotiation and collaboration.
• Expanded market presence by researching industry trends, analyzing competitors'' strategies, and adjusting sales tactics accordingly.
• Improved business performance by consistently surpassing revenue targets through proactive lead generation and relationship management.

• Objectives & Key Result Oriented (OKR) professional with expertise in developing market for CASA, Auto Loan, Personal Loan, Life Insurance, Credit Cards, Business Loans, Demat products.
• Process-driven professional with demonstrate excels in design & rolling-out winning go to market strategies for business expansion.
• Adaptable, "take-charge" planner: skilled in formulating strategies to achieve market expansion & growth, by aligning to market requirement; excellence in evaluating client requirements and delivering strategic solutions to complex sales, account management and business development environments.
• Enhancing value of operating business units through process improvement focused on sales & best practice implementation Passionate and confident leader with skills in delivering transformational solutions for multiple requirements like competitive pricing strategies, market analysis, employee resourcing, distribution & marketing.
• Started lasting relationship and promoted organic growth with clients through strategic analyses & execution of consultative solutions by leveraging key account management skills.

• Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
• Improved team productivity by providing comprehensive training on food safety standards, inventory management, and customer service techniques.
• Streamlined operations by implementing effective scheduling strategies for staff, balancing workload, and minimizing labor costs.
• Increased revenue with targeted upselling of high-margin menu items during peak dining hours.

Guest Check-In and Check-Out:

• Greet guests upon arrival, assist with the check-in process, and provide necessary information.
• Handle guest check-out procedures, including settling bills and ensuring a positive departure experience.

Reservation Management:

• Manage room reservations and ensure accurate and up-to-date information.
• Assist with the booking process, modifications, and cancellations.

Customer Service:

• Provide excellent customer service by addressing guest inquiries, concerns, and requests.
• Handle guest complaints or issues promptly and professionally.

Communication:

• Serve as a liaison between guests and other hotel departments, conveying information accurately and efficiently.
• Answer phone calls, respond to emails, and assist with any communication-related tasks.

Cash Handling and Billing:

• Process payments, handle cash, and manage financial transactions accurately.
• Generate and provide invoices or receipts as needed.