Aug 2016 – Apr 2017 · 8 mos · Dubai, United Arab Emirates · On-site

• Owned by IMG Group, IMG Worlds of Adventure is Dubai's first mega themed entertainment destination promising visitors from around the world the excitement of four epic adventure zones in one location. Two of the four zones represent renowned global brands Cartoon Network and MARVEL, while IMG Boulevard and the Lost Valley - Dinosaur Adventure zones are original concepts created by the IMG Group.

Jul 2015 – May 2016 · 10 mos

• Ensuring smooth and efficient operation at the Information desk/booth, providing all customers efficient services and ensuring that their expectations are constantly met.
• Handle general inquiries received at the Information Desk from customers and retailers.
• Responsible in providing accurate information to customers of any running promotions set by the marketing department and carrying out accurately its set process and procedure
• Collection of data from retailers and making of MIS
• Compiling & analyzing MIS on expense sheets & analysis of profitability position.
• Preparing detail monthly Management MIS with detail analysis of all the expense and incomes/revenue
• Attend to all customer queries and grievances and escalate the same for timely resolution.
• Collate all complaints / grievance from retailer and escalate them to concerned authorities for timely action
• Assist in coordinating events and promotion within the mall with retailers.
• Follow mall SOPs
• Ensure mall opening and closing & store opening and closing procedures are followed.
• Provide and collate all information with regards to stores, food court, parking, security, Horticulture and lost and found, etc.
• Provide suggestion and measure to assistant managers to improve customer experience.
• Played a significant role in long-term planning, including an initiative geared towards operational excellence.in support of organizations mission specifically to improve management reporting, information flow, managing business processes and organizational planning.
• Improved the operational system processes.

Jul 2013 – Jul 2015 · 2 yrs

• Seasons Mall hired me as Manager Guest Service - Mall Operations. I am scrupulously engaging in conceptualizing and implementing strategies for smooth and efficient operation at the Information desk/booth, providing all Guest efficient services and ensuring that their expectations are constantly met. My deliverables in administering mall operations encompass coordinating events & promotion within the mall, ensuring mall opening and closing, maintaining suggestion book & customer feedback forms and ensuring mall music system/ personal Assistance systems in operational order.
• In the managerial capacity, I am leveraging my effective team handling skills in leading Customer Service Team Members, Supervisor and Managers and ensuring to attain the team as well as individual targets. I am also contributing in training the team member to equip them with customer service, product knowledge. Besides overseeing mall operations, I am handling spearheading efforts across handling collection of data from retailers and making of MIS.
• Major achievements include:
• Bagged appreciation for going beyond expectation job profile and helped the Guest and achieved a comment as “set a perfect example for excellent customer service”
• Played a pivotal role in presenting User friendly report
• Instrumental in updating, improvising and designing of website & Seasons mall’s application
• Undertook the Bio metric process, registrations for new employee, report generation and forwarded to the HR
• Oversaw Suggestive and Alternative Selling by providing more options to the Guests
• Handled social media campaigns, promoted offers & promotions on Facebook to enhance revenue and foot falls in mall by providing excellent service

Apr 2012 – Jul 2013 · 1 yr 3 mos

• With Amanora Town Centre, Pune, my key accountabilities spanned overseeing handling customer’s telephone queries, managing stores in the mall, resolving guest complaints & grievances and team management while accomplishing related results as needed as per organizational standards. In addition, I also assisted customers with lost and found, coat/parcel checking and loan of strollers and wheelchairs to maintain high level of customer service. Some of my achievements of this stint are:
• Recognized for sharing the suggestion for mall services which needs to be implemented within the mall
• Appreciated on sharing suggestion for making online feedback on website of Amanora Town Centre
• Received appreciation on suggesting Courtesy policy within the mall
• Earned appreciation on Creativity parking ticket design idea to reduce the confusion for Customers (better accessibility to parking)
• Appreciated for suggesting parking space for “handicap, expectant mother Guest at Amanora town centre
• Earned appreciation for Handling Guests and resolving their issues at the Best Level
• Appreciated for thinking out of the box to reduce on lost children in mall during peak hours by suggesting wrist band for children

Aug 2011 – Apr 2012 · 8 mos · Pune

• As Customer Service Executive – Operations, played an imperative role in handling Complaint Management System (Help Desk) to cater to internal & external complaints and queries and ensuring resolution by continuous follow ups. Key deliverables in this role included:
• Analyzed guest feedback’s to assess guest satisfaction index followed by preparing Management Information System reports and forwarding to the management
• Delivered seamless mall operations by coordinating with various service providers like Housekeeping, Security, Parking, Horticulture and Façade cleaning
• Promoted event venues through effective telephone calling and on floor promotions