Sandeep Gondaliya
Wembley,Brent
Summary
Accomplished professional with expertise in customer service, strategic planning, and business process outsourcing. Proficient in CRM systems, Google Analytics, and logistical planning. Experienced in managing live chat and email correspondence, delivering exceptional customer service through effective complaint resolution. Focused on enhancing operational efficiency and driving business growth through strategic planning.
Overview
14
14
years of professional experience
2013
2013
years of post-secondary education
Work history
Front desk receptionist
Tudor Court Hotel
London
2023.04 - 2026.01
- Maintained security measures, protecting guest personal information and privacy.
- Maintained clean and organised reception area, creating a welcoming atmosphere.
- Facilitated easy communication with non-English speaking guests using translation skills when necessary.
- Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
- Streamlined check-in procedure by efficiently handling guest documents.
- Coordinated smoothly with housekeeping staff, ensuring rooms were ready on time.
- Handled baggage storage efficiently, providing convenience upon early arrival or late departure.
- Handled telephone enquiries professionally, delivering accurate information about the hotel and its services.
- Processed payments accurately, guaranteeing smooth transactions for guests.
- Conducted room inspections regularly for maintaining high cleanliness standards in collaboration with housekeeping staff.
- Increased efficiency by swiftly resolving any complaints or issues.
- Managed room availability charts to ensure zero overbooking.
- Improved customer satisfaction for providing timely assistance during stay.
- Responded promptly to customer queries, ensuring an enjoyable stay.
- Provided local attraction and event information for enhanced hotel stays.
Customer Experience Specialist
Etech Global Services LLC
Gandhinagar
2020.12 - 2022.09
- Boosted customer satisfaction by addressing and resolving complaints professionally.
- Guided customers through troubleshooting process, ensuring their satisfaction and loyalty.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Collaborated closely with sales team to understand and meet client expectations better.
- Developed training programmes for improved staff performance.
- Identified potential issues with proactive monitoring of customer feedback.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
Customer service executive
Appit simple Pvt Ltd
Ahmedabad
2019.11 - 2020.11
- Improved customer satisfaction by addressing and resolving complaints swiftly.
- Developed strong product knowledge, customers appreciated the extra information.
- Assisted in training new staff to ensure consistency in service delivery.
- Balanced multiple tasks simultaneously without compromising on quality of service.
- Coordinated with other departments for efficient problem resolution.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Asked probing questions of clients to understand needs and identify actionable requirements.
Asst. Business analyst
Caffeinees Palace SDN BHD
Kuala Lumpur, Malaysia
2016.10 - 2019.09
- Conducted market research, aiding in product development.
- Conducted training sessions to improve employee proficiency in using new systems.
- Streamlined processes by effectively utilising software tools.
- Utilised analytical skills to solve complex problems efficiently,.
- Collaborated with senior management for implementation of strategic plans.
- Managed multiple tasks simultaneously under tight deadlines, showcasing excellent time management skills.
- Facilitated communication between technical and non-technical personnel, ensuring clear understanding of objectives.
- Documented all procedures, enhancing transparency and accountability within the team.
- Helped organisations improve customer satisfaction and achieve measurable results.
Office administrator
RSP SDN BHD
Kuala Lumpur, Malaysia
2015.07 - 2016.09
- Maintained clean and organised workspace through regular upkeep activities.
- Prepared reports meticulously for accurate record-keeping purposes.
- Ensured smooth functioning of the office with regular equipment checks.
- Streamlined office operations by implementing effective filing systems.
- Assisted in staff recruitment, contributing to building a strong team.
- Handled sensitive information discreetly, adhering strictly to confidentiality protocols at all times.
- Coordinated logistics for special events, resulting in successful company functions.
JAVA Developer
Magneto IT Solutions Pvt Ltd
2013.09 - 2015.06
- One Connex is b online e-commercial website where ski tickets as a product are sold. Each product related to category comes under a provider which is under a particular group.
- Ability to take initiate module work independently and working with other teams also.
- Provide End to End Project implementation, delivery, and Support.
- Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectives.
- Work on Environment java 7 and follows the MVC pattern and MySQL at backend, ORM- Hibernate is used for persistence storage. Rest API is used to create web service.
Parts manager
Neo Hyundai Pvt Ltd
2012.06 - 2013.08
- Inventory management coordinate with Mobis Hyundai Pvt. ltd for the Purchase and delivery orders.
- Manage the client and improve the sales.
- Manage the events to promote the genuine spare parts and its importance.
- Collect, Analyze, and interpret record of the sales.
- Process request of customers.
- Push the sales and describe the cars features.
- Take part of sales events and achieve the target.
Education
M.Sc. - Business Management
University of East London
London 2023.01 - 2024.06
MCA - Computer application development
Rollwala Computer Centre
Ahmedabad 2009.06 - 2012.05
B. Com -
MP Shah Commerce College
HSC - undefined
Sodha High School
SSC - undefined
Sodha High School
Skills
- Knowledge of CRMsystems
- Business process outsourcing familiarity
- Strategic planning capabilities
- Live chat experience
- Email correspondence
- Order processing
- Proficiency in Google Analytics
- Patience and empathy
- Problem-solving
- Complaint resolution
- Logistical planning
- Outstanding customer service
- Knowledge of PMS
Affiliations
- explore new places
- long drives and road trips
Languages
English
Fluent
Hindi
Fluent
Gujarati
Native
Timeline
Front desk receptionist
Tudor Court Hotel
2023.04 - 2026.01
M.Sc. - Business Management
University of East London
2023.01 - 2024.06
Customer Experience Specialist
Etech Global Services LLC
2020.12 - 2022.09
Customer service executive
Appit simple Pvt Ltd
2019.11 - 2020.11
Asst. Business analyst
Caffeinees Palace SDN BHD
2016.10 - 2019.09
Office administrator
RSP SDN BHD
2015.07 - 2016.09
JAVA Developer
Magneto IT Solutions Pvt Ltd
2013.09 - 2015.06
Parts manager
Neo Hyundai Pvt Ltd
2012.06 - 2013.08
MCA - Computer application development
Rollwala Computer Centre
2009.06 - 2012.05
HSC - undefined
Sodha High School
SSC - undefined
Sodha High School
B. Com -
MP Shah Commerce College