Hoshank Mangela

Responsibilities:

• Monitor and Analyze Customer Interactions: Review customer service chats, sales interactions, and identify areas of improvement, including issues such as sales mistakes and delays.
• Sales Process Evaluation: Analyze sales interactions across various stages (Introduction, Discovery, Waiting Time, Presentation, Closing) to ensure optimal performance and customer engagement.
• Customer Support Assessment: Evaluate the handling of customer issues from initial contact to resolution, ensuring queries are properly addressed and effectively closed.
• Sales Mistakes Analysis: Assess sales errors through 21 categories to identify patterns and opportunities for improvement.
• Data Collection and Reporting: Use Google Forms for evaluations and to capture insights from customer interactions, ensuring accurate and actionable data.
• Quality Monitoring and Reporting: Provide detailed reports on urgent channels, offering critical data to improve agent behavior, enhance sales performance, and elevate the overall customer experience.
• Department Evaluations: Perform assessments for both customer service and sales teams, providing feedback to improve performance.
• Candidate Evaluation: Assess hiring candidates through tests and provide final recommendations based on their performance.
• New Hire Testing: Conduct evaluations for new joiners post-training to ensure their readiness for the role.

Responsibilities:

• Monitored and analyzed critical files based on departure dates, ensuring 100% timely processing for regional teams, eliminating delays entirely.
• Operated a centralized travel system (Frame) to update passenger details efficiently, processing 100+ records daily with 99% accuracy.
• Resolved an average of 5 customer queries daily, handling escalations and complaints from dissatisfied customers, improving customer satisfaction by 20%.
• Managed escalated queries to senior management, ensuring resolution within the stipulated time, maintaining a 95% on-time resolution rate.
• Solved monetary loss-related queries, achieving a 98% accuracy rate in financial resolutions.
• Supported smooth sales operations, contributing to 15% higher customer satisfaction through prompt support and issue resolution.
• Led daily team briefings on policy changes, ensuring 100% compliance across the team.
• Trained and mentored 10+ new hires, conducting regular follow-ups to ensure competency in file handling and improving their performance by 25%.
• Arranged travel itineraries for field staff, facilitating seamless execution of assignments with zero delays in travel arrangements.
• Maintained comprehensive product knowledge, driving a 12% increase in sales performance.
• Conducted product training sessions, enhancing recruits’ confidence and improving their service quality by 20%.
• Handled complex order processing, reducing errors and increasing operational efficiency by 18%.
• Resolved customer complaints promptly, improving client retention and satisfaction rates by 22%. Strengthened customer relationships by delivering exceptional sales support, leading to 30% repeat business.

Responsibilities:

• Provided accurate information to customers before and after booking tour packages, handling 50+ inquiries daily.
• Sold tour packages via phone, online platforms, and at the front desk, contributing to a 10% increase in sales.
• Managed the online booking portal and efficiently handled 20+ customer complaints per week, ensuring swift resolution.
• Assisted in selling tour packages through preferred company sales partners, boosting partnership sales by 15%.

Responsibilities:
• Taking orders and serving food and beverages
• Handled micros system and billing
• Up-selling in-house wine
• Collaborated with kitchen staff for smooth operation during busy periods.
• Enhanced dining experience with attentive and prompt service.
• Handled guest complaints, resulting in repeat business from satisfied customers.

Responsibilities:
• Assisted in organising special events, leading to successful functions.
• Ensured guest satisfaction by providing excellent customer service.
• Executed daily operational tasks, enhancing overall hotel performance.
• Conducted regular stock checks for seamless bar and restaurant operations.

Responsibilities:
• Mis-en-Place Before the Banquet function
• Food & Beverage Service to guests
• Placing the Banquet/Conference/Meeting Layout as per the Function Plan
• Mis-en-Place of the Bar as per the Function Plan
• Achievements: Appreciation Letter from HR Manager and Banquet Manager for Excellent Service in Peak Season.