Jan 2025 – Jul 2025 · 6 mos · Bengaluru, Karnataka, India · On-site

• Offered one-on-one support for team members and managers to drive continuous improvement.
• Conducted regular performance reviews of customer service team members to identify areas for improvement.
• Provided guidance and assistance to junior level staff members when needed.
• Ensured team consistently met performance goals.

Sep 2024 – Dec 2024 · 3 mos · Bengaluru, Karnataka, India · On-site

• Facilitated learning by incorporating role-playing activities, lectures, and simulations into presentations.
• Monitored employee progress, offering constructive feedback for improvement.
• Ensured compliance with industry regulations through regular audits of operational procedures.
• Provided constructive feedback and one-on-one coaching to employees.

Oct 2023 – Sep 2024 · 11 mos · Bengaluru, Karnataka, India · On-site

• Developed strong relationships with customers by providing personalized assistance and support.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Addressed inbound inquiries to improve customer service operations.

Aug 2023 – Sep 2023 · 1 mo · Bengaluru, Karnataka, India · Remote

Jul 2023 – Aug 2023 · 1 mo · Bengaluru, Karnataka, India · Remote

• During my role as a UI/UX Designer at SpArts Technology, I:
• Led the creation of a user-centric web app for academies focused on children's physical health.
• Designed an intuitive interface that simplifies attendance, fee management, and session scheduling, aligning with stakeholders' requirements and vision.
• Collaborated closely with the team to develop efficient data management features that cater to both academies and parents.
• Mapped out user journeys to ensure smooth interactions and usability, enhancing the overall user experience.
• Contributed to SpArts Technology's mission of revolutionizing extracurricular activities for children while translating their vision into a practical and impactful digital solution.

Sep 2022 – Dec 2022 · 3 mos · Hyderabad, Telangana, India

• During my internship as a UX designer, I worked on the workforce module of an organization's employee management system. My responsibilities included designing solutions and features for the leave and attendance tracking feature. Throughout my tenure, I contributed to the creation of various flows and features to improve the user experience.

Mar 2022 – Sep 2022 · 6 mos · Guwahati, Assam, India · On-site

• Handling two projects at the same time in the first month itself.
• Attending client meetings.
• Translating requirements into style guides, design systems, design patterns, and attractive user interfaces.
• Creating user-centered designs by understanding business requirements, and user feedback. Creating user flows, wireframes, prototypes, and mockups.
• Collaborating effectively with the engineering team.

Dec 2021 – Feb 2022 · 2 mos · Guwahati, Assam

Apr 2020 – Oct 2020 · 6 mos · Silchar, Assam

Oct 2020 – Nov 2021 · 1 yr 1 mo · Guwahati, Assam, India · Remote

• 700+ hours of hands-on course material, with 1:1 industry expert mentor oversight, and completion of 3 in-depth portfolio projects. Mastered skills in information architecture, sketching and wireframing, prototyping and testing, eCommerce and browsing, persuasive and anticipatory design, gamification and behaviour change, dashboards and data design, social media and messaging, and product lifecycle.
• Design Projects
• Cinque News - An app with Curated News stories with a gamified experience for the new generation Tools used - Figma, Miro, Marvel, Overflow
• Post Up (An app for freelancers and remote workers) -Followed the Google Ventures design sprint framework to design a solution so that freelancers and remote workers can easily find nearby places to work Tool used - Figma
• XBikes (An e-commerce website for bikes) - Created solutions for a company's product keeping their business goals in mind of improving the conversion from browse to completion of checkout to increase revenue.
• Tools used - Figma, Marvel

Jun 2019 – Feb 2020 · 8 mos · Silchar, Assam, India · On-site

• Ensuring exceptional guest experiences by personally addressing concerns, feedback, and special requests, and maintaining high levels of guest satisfaction.
• Managing day-to-day operations, including front desk, housekeeping, maintenance, and food and beverage services, ensuring smooth and efficient functioning.
• Maintaining high cleanliness, safety, and quality standards throughout the hotel, coordinating regular inspections and addressing any issues promptly.

Mar 2018 – Apr 2019 · 1 yr 1 mo · Gurgaon, Haryana, India

• Educating new customers about services and benefits.
• Handling new reservations for all Lemon Tree Hotels.
• Requirement gathering and analysis from multiple stakeholders.
• Providing the best rate and customizations to win and close deals.
• Seamlessly handling customer request from guest in ambiguous situations.
• Upselling services such as rooms, brand, no. of nights, locations, etc.

Oct 2016 – Jan 2018 · 1 yr 3 mos · Gurgaon, India

• Pioneering experience in the hospitality industry with a Fortune 500 organization.
• Managing VIP customers, maintaining historical data, finding a solution to customer queries thereby making the guest secured, valued and and respected.
• 100% complaint resolution with consistent 5 star feedback.
• Inter-departmental collaboration for smooth customer journey.
• Emergency console administrator for The Westin Gurgaon, New Delhi.
• Experienced in knowledge transfer and training.

Jun 2014 – Oct 2014 · 4 mos · Guwahati, Assam, India · On-site

• Worked in the core departments of the hotel i.e. Food & Beverage Production, Housekeeping, Front Office and Food & Beverage Service.
• Managed associates and out-door catering personnel for a smooth functioning of events in the hotel banquets and restaurants.
• Worked for up-keeping and maintaining the aesthetic touch of the rooms.
• Worked with professional chefs and bartenders for production of high-quality delicacies.