Neha Gupta

Experience

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  Choice Hotels International

  Jul 2004 - Sept 2006

  Restaurant And Bar Manager

  Planning, organizing & coordinating day-to-day operations at restaurants/ bar that serve and prepare food and beverages. Managed customer relations,and the facility while also taking care of all the administrative and human resource tasks such as hiring, recruiting, and training employees. .Ensured profit margins are maintained, costs maintained with effective inventory management, portion control & waste management.

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  Marriott International

  Sept 2006 - Oct 2008

  Customer Service Executive

  Acknowledged and respond to all guest requests as per Marriott standards. Maintained and improve food and beverage profits by monitoring wastage and breakages and reporting it to higher management with suggestive remedial actions. Promoted Theme Nights & special events like buccaneers feast, Cuban Night & Pirates week

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  Millenium Hotels and Resorts

  Oct 2009 - Mar 2010

  Food And Beverage Supervisor

  Managed customer relations and provided exemplary service .Handled customer complaints, client inquiries, bookings for banquets/ corporate meetings to meet client needs and meet business revenues.Awarded as departmental winner for providing exceptional guest service experienceConsistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Excellent mix of customer service and management experience to enhance brand value, ensure maximum efficiency and adding value for market propositions with responsibility of budgets Show less

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  American Express

  May 2010 - Jul 2012

  Customer Service Lead

  Exemplified the second-to-none customer service delivery for Amex US consumer market. Won "Service Excellence Award" for instrumental role elevating guest-satisfaction index from 74% to 92% within a year and building customer -focused teams. Introduced training programs that enhanced employee performance and helped build a motivated workforce.

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  BT Group

  Jul 2012 - now

  Took complete ownership and accountability for the regional service hubs during business critical changes. Redesigned organization structure and embedded strong performance management and governance framework. Formulated career paths for employees initiating talent development , introducing right hiring practices and improving technical and customer training plansKey Milestone: Merged service desks from cape town to Durban reducing costs by 40% and increased business in the region by 20% building new capabilities for contact center airline clients like Emirates, Etihad and Singapore airlinesAnalyzed metrics for faults to identify trends and transform business processes achieving service level agreement by 72% and improved relationships with vendors, redesigned services delivered and improved engagement levels Show less Leading multiple bespoke complex contracts like Rolls Royce, Worley Parsons and Standard Chartered, simplifying service management from bespoke to standardized environmentOrganized Cultural exchange visits with clients to strengthen relationships across business stakeholdersKey Milestone: Engaged consistently at customer site in Texas engaging with senior executives to review, design and deliver solution capabilities (technical, service and implementation) retaining loss of contract breaches worth $112 m and driving service status RED to GREEN successfully. Show less Transitioned and Transformed ‘My Account’ helpdesk into service desk serving 3000 BT customers, by reducing overall ticket volume by 30% in FY 2012-13, increasing right first time resolution by 50% & achieving SLA target of 95% for access requests with 100% compliance. This was BT’s first project in India Gurgaon hub in FY 2012 -13. Ensured delivery of an excellent customer experience in all customer contacts within team. Acts as first level for customer escalations, Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams. Develop ‘One Team’ and high performing environment for virtual/ functional and scattered groups Show less

  • Senior Product Development Manager

    Oct 2021 - now

  • Senior Manger - Transformation

    Sept 2020 - Oct 2021

  • Head of Service Operations- Service Strategy and Transformation

    Oct 2017 - Aug 2020

  • Acting Head Of Service Operations

    Feb 2017 - Sept 2017

  • Senior Manager Network Operations

    Aug 2015 - Feb 2017

  • Customer Success Manager - Global Business and Financial Markets

    Nov 2013 - Aug 2015

  • ISO Lead - India

    Jan 2013 - Nov 2013

  • Transition Manager and Complex Team Manager – BT Global Services

    Jul 2012 - Nov 2013