YOGITA GAUTAM

Ph. NO: + 91 7838019464

Email ID:yogita_gautam1989@hotmail.com

CAREER OBJECTIVE

To be a confident, dynamic & motivating person in my life and work with full coordination and enthusiasm first for the
stairs of success of the organization where I will be Serving and then for myself.

PROFESSIONAL SYNOPSIS

Currently working as Customer Services Associate at Accenture since 2nd Aug 2017.

Role and Responsibilities:

 Ensure Client query answer within the TAT

 Proactively responsible for functional mail box or business Skype
 Handling USA, Canada, LATAM, Europe & Middle east client’s query
 Co-ordinate with Netherlands, Louisville USA & Singapore to expedite their request
 Prepare client call data & share minute of meeting with team members
 Using tool to log Issue track, Tracer & Claim
 Client reporting with root cause analysis and solution
 Ensure data accuracy with correct details of clients
 Responsible for Client order from origin until delivery
 Handling Australia, New Zealand, Thailand and Asian pacific market
 RCA on aging delivery and work with customs for documentation
 International client handling via email, chat and over call on their issues resolve
 Ensure timely reporting to client being part of logistics
 Suggest improvement/idea about process

Worked as Guest Service Associate at Radisson Blu Kaushambi from 21st March 2017 to 29 th July 2017

Role and Responsibilities:

 Tel/Fax Line and Emergency Hotline No Check
 Club Carlson Member enroll and Updates
 Long Stays/VIP Guest in House Updates
 Handling All Guest Request and Complaints
 Provide Courtesy call to Guest
 Handling Query External or Internal
 Provide All the Information About Hotel to the Guest
 Solve Each Guest Query in very Attentive manner
 Handling approximately 250 Calls per day While provide solution to the Guest.
 C form online
 Coordinate with Front Office, House Keeping, Engineering
 Check in and update Profile with Comment, Alert, Traces
 Provide Courtesy call to Guest
 Prepare repeat guest report and mail to DM
 Sale the day use room
 Check the availability according to inventory
 Up sale the room
 Handling reservation over call and create

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Worked as Guest Service Agent at Crowne Plaza Mayur Vihar from 1st Mar 2016 to 6th Mar 2017

Role and Responsibilities:

 Handling All Guest Request and Complaints

 Provide Courtesy call to Guest
 Provide All the Information About Hotel to the Guest
 Emergency Handling i.e. Lift Stuck, Fire, Earthquake
 C form online
 Check in and update Profile with Comment, Alert, Traces
 Night Report to all H.O.D with Guest Birthday
 All Guest Service Center Mail Check During Shift
 Opera Knowledge Version 5.0.3
 Handling All Groups and Individual Guest Wakeup Call
 Wakeup Call Feeding in Opera software
 Coordinate with Front Office, House Keeping, Engineering
 Roaster Maintain and Prepare
 Add Every Request & Complaint of Guest in FCS software
 Top Service Request and Detail List of Service Mail to All H.O.D
 Maintain Activity Log Book
 All Group Check in Profiling in Opera
 Maintain Proper Record of Problem Tracker While Dealing with Guest Complaints
 Handling approximately 200 Calls per day While provide solution to the Guest.
 Solve Each Guest Query in very Attentive manner

TECHNICAL SKILL

 Having a good knowledge of Microsoft Office 2016 – Excel, Word and PowerPoint, PMS Opera Version 5.0.3
 Having a good knowledge of SAP – SE16N

EDUCATIONAL QUALIFICATION

 Completed MBA in Hotel Management Punjab Technical University.

 Completed BA from Delhi University in 2011
 Completed 12th from CBSE Board in 2007
 Completed 10th from CBSE Boar in 2005

STRENGTH

 Focused goal-oriented approach towards work

 Co-ordination, Sincerity, Positive, Professional
 Flexible, friendly & jovial in nature

PERSONAL DETAILS

Date of Birth : Dec 01, 1989

Marital status : Unmarried
Languages known : Hindi & English
Address : F-915, 2 and Floor Sec-3, Vaishali, Ghaziabad (U.P)
Date :
Place :

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