Pallavi Baliga
Dubai,UAE
Summary
A dynamic professional with over 18+ years of experience in customer Services offering, an exceptional teamwork spirit and a positive attitude. Work well with all types of personalities; Conscientious and highly focused, with strong follow-through skills and effective time-management abilities. Loyal, possess strong common sense with a keen sense of humor, and committed to a job well done.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Head- Client Experience (Dubai)
Convention 360
Dubai, UAE
03.2020 - 01.2024
- Identify, qualify, and secure business opportunities and coordinate business generation activities.
- Creating and maintaining a list/database of prospective clients; maintaining a database of prospective client information.
- Handled high volume calls to address customer inquiries and concerns.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Collaborate with team on sales goals, planning, and forecasting.
- Maintaining short- and long-term business development plans
- Building business relationships with current and potential clients.
- Understanding client needs and offer solutions and support.
- Answer potential client questions and follow-up call questions and respond to client requests for proposals.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
Senior Manager, Facility Management
Yes Bank Ltd.
Mumbai, India
05.2013 - 12.2018
- Experienced in handling outsourced manpower (Housekeeping, Security and Drivers).
- Handle company cars (Allotment of cars and maintenance)
- Assisted in maintenance of office critical equipment like DG sets and UPS-inverters.
- Monitor costs and expenses to assist in budget preparation (within admin dept.)
- Monitor inventory of office supplies and purchasing new material with attention to budgetary constraints.
- Oversee facilities services, cafeteria management. Performing repair & maintenance activities, vendor related work.
- Ensure operations team adheres to policies and procedures.
- Recruiting and training personnel, allocating responsibilities, and allocating office space ensuring maximum space utilization.
- Assessing staff performance and provide coaching and guidance to ensure maximum efficiency.
- Keep abreast of all organizational changes and business developments.
- Overlooking security day to day operations under guidance of onsite CISO officers.
Lead Cabin Crew
Indigo Airlines
Mumbai, India
12.2012 - 05.2013
- Led my team of crew members towards a common goal and objective.
- Motivated co-workers through positive feedback and encouragement.
- Always targeted and fulfilled the set goals. Not shy of taking new responsibilities.
- Maintained my Company image in the highest of standards and have always had a positive outlook towards my work arena.
- Responded quickly and thoughtfully in challenging situations
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Displayed energy and enthusiasm in fast-paced environment.
Inflight Manager
Kingfisher Airlines
Mumbai, India
03.2007 - 12.2012
- Extensive practical hands-on experience as a Flight attendant and then as an In-Flight Manager.
- International Standard of Services to the Guests. Have undergone extensive and the best training in the field of rendering services to people.
- Customer Relationship Management.
- Customer satisfaction and working towards providing them with the best has always been and will be my utmost priority.
- Motivated and enthusiastic about developing good relations with guests.
- Well versed in P.R. Skills and situation handling.
- Effective working alone or as a team member.
- Have travelled extensively and experienced different cultures.
- Culturally sensitive and can adapt to new cultures and environment.
Front Office Executive
Hilton Tower
Mumbai, India
01.2006 - 03.2007
- Handled check-ins and check-outs at the front office.
- Handled room reservations for walk in guests.
- Handled customer queries and complaints.
- Worked at the reception desk throughout all shifts.
- Assisted at the concierge desk.
Restaurant Hostess
Taj Mahal Palace and Tower
Mumbai, India
09.2003 - 12.2005
- Worked as a manager on duty in the absence of operational managers.
- Performed daily restaurant & bar services.
- Handled hotel event, board room meetings, theme dinner effectively.
- Hotel POS handling, experienced in critical guest complaints handling.
- Ensured proper availability of raw material by doing effective stock management.
- Ensured highest standards of service and quality, maintained high scores in guest service and regular company inspections.
- Extensive experience in all aspects of restaurant/bar operations which includes supervising, food and dessert preparation, catering, inventory management, supplier relations, and service excellence.
- Developed a comfortable management style based on integrity, excellence, and trust.
Education
Bachelor of Arts - Psychology and Education
Mumbai University
Mumbai 03.2015 - 05.2017
Diploma - Tourism and Travel Industry
Garware Institute for Managment Studies
Mumbai 06.2001 - 05.2003
Skills
- Administrative support
- Research and due diligence
- Employee management
- Exceptional interpersonal communication
- Exceptional telephone etiquette
- Effective workflow management
- Customer Relationship Management Software (CRM)
- Adherence to high customer service standards
Languages
English
Fluent
Hindi
Fluent
Marathi
Fluent
Timeline
Head- Client Experience (Dubai)
Convention 360
03.2020 - 01.2024
Bachelor of Arts - Psychology and Education
Mumbai University
03.2015 - 05.2017
Senior Manager, Facility Management
Yes Bank Ltd.
05.2013 - 12.2018
Lead Cabin Crew
Indigo Airlines
12.2012 - 05.2013
Inflight Manager
Kingfisher Airlines
03.2007 - 12.2012
Front Office Executive
Hilton Tower
01.2006 - 03.2007
Restaurant Hostess
Taj Mahal Palace and Tower
09.2003 - 12.2005
Diploma - Tourism and Travel Industry
Garware Institute for Managment Studies
06.2001 - 05.2003
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