SIDHI NAIK
Dubai
Summary
Dynamic professional with a proven track record in customer relations and conflict management, honed at Holiday Inn Resort, Goa. Excelled in enhancing guest experiences and resolving issues, boosting satisfaction levels. Skilled in SEO strategy and documentation, significantly improving online visibility and operational efficiency. Demonstrates strong brand representation and maintenance coordination, driving positive outcomes and loyalty. Veteran guest relations professional bringing 7 years of experience working at Resort, Aviation and Sales Industry, friendly and reliable with excellent oral and written communication skills. Practiced multitasker and team leader.
Overview
9
9
years of professional experience
Work History
Guest Relations Executive
Holiday Inn Resort, Goa
08.2023 - 06.2024
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
- Checked documentation and corrected issues in prompt fashion.
- Managed and improved customer service functions for reception and lounge areas.
- Regulated appropriate staffing levels to meet business and customer requirements.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Described facility amenities to guests and set up services such as childcare, interpretation and dry cleaning. etc.
Senior Customer Service Supervisor
InterGlobe Aviations Ltd. "Indigo Airlines"
12.2016 - 08.2023
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Described product and service details to customers to provide information on benefits and advantages.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Informed customers of upcoming promotions and deals to boost sales.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Evaluated interactions between associates and customers to assess personnel performance.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
Senior Airport Sales Associate
Deltin Royale Casino
06.2016 - 11.2016
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to effectively build rapport and lasting relationships.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Provided positive first impressions to welcome existing, new, and potential customers.
Ecommerce Executive
Browntape Technologies Pvt Ltd
12.2015 - 05.2016
- Implemented tactical online marketing practices to target specific consumers and demographics.
- Managed daily PPC campaigns and SEO strategy implementation and monitored monthly spend to maintain budget parameters.
- Monitored online feedback provided by customers regarding services and products to identify points for improvement.
- Created lead-converting landing pages and keyword-rich pages that won high ranks on Google.
- Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction.
- Established and maintained balanced and accurate e-commerce budget to execute on initiatives with proper funding and enrich customer experience.
- Constructed new payment systems for online orders to optimize website shopping and boost sales.
Education
Bachelor of Commerce & Economics - Business And Managerial Economics
Shree Damodar College of Commerce & Economics
Goa, India 04.2015
High School - Commerce
RMS Secondary College
Goa, India 04.2012
No Degree - 1st To 10
Presentation Convent High School
Goa, India06.2010
Skills
- Brand representation
- Conflict Management
- Activity Coordination
- Log updates
- Maintenance Coordination
- Documentation
- Customer Relations
- Guest Relations
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Konkani
Advanced (C1)
Timeline
Guest Relations Executive
Holiday Inn Resort, Goa
08.2023 - 06.2024
Senior Customer Service Supervisor
InterGlobe Aviations Ltd. "Indigo Airlines"
12.2016 - 08.2023
Senior Airport Sales Associate
Deltin Royale Casino
06.2016 - 11.2016
Ecommerce Executive
Browntape Technologies Pvt Ltd
12.2015 - 05.2016
Bachelor of Commerce & Economics - Business And Managerial Economics
Shree Damodar College of Commerce & Economics
High School - Commerce
RMS Secondary College
No Degree - 1st To 10
Presentation Convent High School
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