Summary
Overview
Work history
Education
Skills
Accomplishments
Certification
Languages
Volunteer Experience
References
Timeline
Generic
Manish Chamoli

Manish Chamoli

Customer Services
Leicester,Leicestershire

Summary

Strategic and customer-focused professional with extensive experience in customer service, complaint resolution, and team leadership. Proven ability to manage escalated issues, improve operational efficiency, and deliver exceptional support. Skilled in communication, problem-solving, and fostering positive customer experiences. Adaptable and culturally aware, ready to contribute to Emirates Cabin Crew with a commitment to excellence and passenger satisfaction.

Overview

4
4
years of professional experience
5
5
years of post-secondary education
3
3
Certification

Work history

Complaints Officer

Europcar Mobility Group
Leicester
05.2024 - Current
  • Streamlined complaint procedures for greater efficiency.
  • Provided excellent service to customers with a positive and professional demeanour.
  • Expertly managed escalated customer complaints, conducting thorough investigations and communicating findings clearly to enhance customer satisfaction and loyalty.
  • Reduced customer complaints by 15%, significantly improving CRM efficiency by 25%.
  • Led problem-solving initiatives that decreased operational downtime by 30%, ensuring smooth service delivery.
  • Currently spearheading the company-wide innovation initiative, the “Speak Up Project,” fostering open communication and continuous improvement.

Customer Services Representative

Europcar Mobility Group
Leicester
12.2023 - 05.2024
  • Kept up-to-date records of all interactions, promoting transparency and accountability within the team.
  • Achieved a 100% reduction in average customer response time by implementing streamlined communication protocols.
  • Developed and introduced a new customer query handling process, improving team efficiency by 15%.
  • Resolved customer complaints monthly, boosting customer satisfaction scores by 25%.
  • Provided critical after-hours support to the Key Accounts team, ensuring seamless complaint management
  • Adapted communication style according to customer demographics, enhancing their overall experience.

Project Consultant

DMU United Nations Academic Impact Hub
Leicester
10.2023 - 01.2024
  • Created detailed project plans with clear milestones, enabling on-time and on-budget completion of sustainability initiatives.
  • Streamlined project workflows by implementing effective task prioritisation strategies.
  • Supported the achievement of net-zero emissions targets through strategic planning and environmental impact projects.
  • Promoted project goals and successes through targeted marketing and communications, enhancing stakeholder engagement.

Senior Guest Service Coordinator

ITC Kohenur
Hyderabad, India
06.2018 - 09.2020
  • Delivered exceptional front desk and cashiering services, ensuring smooth guest check-ins and adherence to high service standards.
  • Managed and motivated a team of 14 staff members to consistently exceed guest expectations.
  • Increased monthly upselling revenue by INR 37,000 (£349) in 2019 through effective upselling.
  • Resolved guest complaints promptly, maintaining excellent customer satisfaction and positive social media reviews, including TripAdvisor.
  • Boosted team efficiency by 30% by designing and implementing targeted staff training during peak periods.
  • Enhanced brand reputation by fostering personalized guest engagement and relationship-building strategies.

Education

Master of Business Administration - Business Sustainability, Leadership & Culture in Organisational Contexts, Executive Company Project

De Montfort University
Leicester
09.2021 - 05.2023

Bachelor of Science - Front Office Operations, Accommodation Operations, Food & Beverage Service and Production

Institute of Hotel Management- Hyderabad
Hyderabad, India
07.2015 - 09.2020

Skills

  • Complaints Management
  • Empathy Training
  • Corporate Communications
  • Customer Relationship Management (CRM)
  • Risk Assessment Understanding
  • Team Leadership
  • Problem Solving & Conflict Resolution
  • Salesforce, Greenway, OPERA Systems

Accomplishments

  • Star performer for the first quarter 2024 at Europcar.
  • Reduced customer complaints by 15%, resulting in improved CRM efficiency by 25%.
  • Only individual to successfully met all the KPIs during probation period from the first month of joining the company, resulting in my role promotion during the probation period.
  • Certified participation in the "Guinness World Record Book" event for the world's largest facial yoga class in 2015.
  • Certified participation in the "Guinness World Record Book" event for the world's largest facial yoga class in 2015.

Certification

Competition Law, Europcar Mobility Group, January 2024


Code of Conduct, Europcar Mobility Group, September 2024

Languages

English
Advanced (C1)
Hindi
Proficient (C2)
French
Elementary

Volunteer Experience

I have actively volunteered with reputable organizations such as the National Deaf Children Society and Great Ormond Street Hospital, London. Through these experiences, I have developed key skills including communication, empathy, cultural sensitivity, teamwork, problem-solving, and event coordination.

References

References available upon request.

Timeline

Complaints Officer

Europcar Mobility Group
05.2024 - Current

Customer Services Representative

Europcar Mobility Group
12.2023 - 05.2024

Project Consultant

DMU United Nations Academic Impact Hub
10.2023 - 01.2024

Master of Business Administration - Business Sustainability, Leadership & Culture in Organisational Contexts, Executive Company Project

De Montfort University
09.2021 - 05.2023

Senior Guest Service Coordinator

ITC Kohenur
06.2018 - 09.2020

Bachelor of Science - Front Office Operations, Accommodation Operations, Food & Beverage Service and Production

Institute of Hotel Management- Hyderabad
07.2015 - 09.2020

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