Pratiksha Patel
Dubai,UAE
Summary
Results-driven professional with expertise in customer relationship management, business development, and operational support. Demonstrates exceptional leadership skills, tactful diplomacy, and negotiation proficiency to drive customer-focused delivery and outstanding service. Adept at tracking customer experience metrics, understanding service level agreements, and building long-term vision strategies to enhance client satisfaction and loyalty. Skilled in training and development, team leadership, and onboarding processes to optimise organisational performance. Committed to leveraging product knowledge expertise and empathetic listening to foster meaningful client relationships while pursuing opportunities for strategic growth.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Customer Success Director
Hashtag Events
Dubai, UAE
03.2022 - Current
- Integrated latest industry trends into existing processes for superior customer experience.
- Conducted regular performance reviews to maintain high standards of service.
- Refined company's escalation procedures to reduce customer complaints significantly.
- Managed cross-functional projects from concept to completion ensuring consistency in delivering exceptional client service.
- Fostered strong business relationships with key accounts for enhanced loyalty.
- Secured long-term business partnerships through proficient negotiation skills.
- Worked closely with sales and marketing teams, aligning customer success strategies.
- Managed customer success team to ensure high-quality service.
- Trained internal teams on meeting customer needs and enhancing service experiences.
- Coordinated customer surveys and worked with analysts to uncover insights and trends.
- Monitored market activity to provide responsive advice to changing customer needs.
- Represented organisations at seminars, conferences and business events.
Events Operations
Freelancer
07.2016 - 03.2022
- Discussing the client requirements
- Coming up with original ideas for events
- Agreeing budgets and timescales with the client
- Researching venues, contacts and suppliers negotiating prices with suppliers and contractors booking venues, entertainment, equipment and supplies hiring
- Supervising contractors such as caterers and security
- Publicizing the event making sure that everything runs smoothly on the day
- Manage takeover and handover of venues
- Manage execution of event logistics plans to support project plans
- Train Staff if required
Assistant Manager - Operations, Sales & Events
Wels Hospitality
02.2016 - 06.2016
- Company Overview: Temporary / Limited Contract
- Temporary / Limited Contract
Sales Executive - Advertising & Real Estate
Monte Roza
04.2015 - 01.2016
- Company Overview: Company Dissolved
- Company Dissolved
Call Center - Outbound
Gulf News
11.2014 - 01.2015
- Company Overview: Temporary / Limited Contract, www.gulfnews.com
- Temporary / Limited Contract, www.gulfnews.com
Ass.t Reservation Manager
ATLANTIS THE PALM JUMEIRAH
10.2011 - 04.2012
- Tracked no-shows diligently; escalated issues promptly for swift resolution.
- Negotiated group bookings to ensure high revenue during off-peak seasons.
- Updated reservation policies regularly, ensuring compliance with industry standards.
- Managed reservation systems for efficient room allocation and maximised occupancy.
- Monitored room availability to optimise bookings and minimise overbooking situations.
- Coordinated with the sales department for special promotions or packages, boosting revenue generation.
- Streamlined booking procedures, resulting in improved operational efficiency.
- Assisted guests in reservation processes, enhancing their overall experience.
- Conducted calls professionally and politely to maintain excellent service standards.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
- Recruited high-performing hospitality staff, onboarding with appropriate training.
- Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
Quality Analyst - Sales and Services
Virtue 360
Dubai Internet City
09.2009 - 10.2011
- Company Overview: Boutique Office #7|Dubai Internet City P.O Box 73030|UAE
- Boutique Office #7|Dubai Internet City P.O Box 73030|UAE
Team Leader Reservations - Part of the Preopening Team
ATLANTIS THE PALM JUMEIRAH
03.2008 - 06.2009
- Company Overview: www.atlantisthepalm.com
- Www.atlantisthepalm.com
Reservation Agent - Part of the Preopening Team
InterContinental Dubai Festival City
08.2007 - 02.2008
- Company Overview: Crowne Plaza Dubai Festival City, Pre - Opening Team, www.intercontinental.com/dubai, www.crowneplaza.com/dfc
- Crowne Plaza Dubai Festival City, Pre - Opening Team, www.intercontinental.com/dubai, www.crowneplaza.com/dfc
Reservation Agent
Grosvenor House West Marina Beach by Le Meridien
11.2005 - 04.2007
- Company Overview: www.leroyalmeridien-dubai.com
- Www.leroyalmeridien-dubai.com
Education
Bachelor of Business Administration -
North East Frontier Technical University
India 03.2020 - 03.2022
Skills
- Decision-Making aptitude
- Long-Term vision building
- Tactful diplomacy
- Customer experience metrics tracking
- Service level agreement understanding
- Customer-Focused delivery
- Product knowledge expertise
- Customer relationship management
- Empathetic listening
- Business development
- Onboarding processes
- Client Relationship Management
- Customer Service
- Leadership skills
- Team Leadership
- Training and Development
- Operational support
- Outstanding customer service
- Negotiation proficiency
- User experience design insight
- Product development awareness
Languages
English
Hindi
Gujarati
Marathi
Malayalam
Personal Information
Nationality: Indian
Custom
Well Trained professional with experience in Hospitality Industry. Good communication and organization skills; accurate, punctual, and service-oriented to be potential and to meet the business demands and day-to-day operational requirements.
Timeline
Customer Success Director
Hashtag Events
03.2022 - Current
Bachelor of Business Administration -
North East Frontier Technical University
03.2020 - 03.2022
Events Operations
Freelancer
07.2016 - 03.2022
Assistant Manager - Operations, Sales & Events
Wels Hospitality
02.2016 - 06.2016
Sales Executive - Advertising & Real Estate
Monte Roza
04.2015 - 01.2016
Call Center - Outbound
Gulf News
11.2014 - 01.2015
Ass.t Reservation Manager
ATLANTIS THE PALM JUMEIRAH
10.2011 - 04.2012
Quality Analyst - Sales and Services
Virtue 360
09.2009 - 10.2011
Team Leader Reservations - Part of the Preopening Team
ATLANTIS THE PALM JUMEIRAH
03.2008 - 06.2009
Reservation Agent - Part of the Preopening Team
InterContinental Dubai Festival City
08.2007 - 02.2008
Reservation Agent
Grosvenor House West Marina Beach by Le Meridien
11.2005 - 04.2007
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