Gaurav Babbar

Experience

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  The Connaught, (Four Star Hotel)

  May 2004 - Jun 2004

  Guest Services

  Tasks:To get the highest revenue,Attend the guests, Taking Care of Guest needs.

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  Holiday Inn

  Jun 2005 - Apr 2006

  Restaurant and Bar Host

  Worked there as Restaurant and Bar Host

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  Kingfisher Airlines ltd

  Aug 2007 - Mar 2011

  Flight Controller, Guest Services

  Handling domestic and international flight operations during any delay/ cancellation & providing assistance to passengers and assistance against overbooked / delayed / cancelled flights.Monitoring arrival / departure operations like assisting passengers, dealing with mishandled baggage & raising reports for the baggage claims.Handling King Club queries from passengers.Taking care of guest in customs & immigrations, boarding hall and security hold area.

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  InterContinental Hotels Group

  Oct 2011 - Apr 2013

  Night Auditor / Night Duty Manager

   Greeting guest upon arrival and ensure the hotel standard is maintained at all the times. Running the operation and helping the staff by keeping them motivated and organized. Achieved customer satisfaction through friendly and proficient service and ensure repeat business through personalized, efficient service. Leading the team to the front and making sure all the targets are achieving and guiding them towards their goals,(GSTS, PC ENROLMENTS, UP SELLING, WALK IN GUEST , BREAKFAST COUPON SELLING, OPERATION STEEL) Handling Opera, Batching PDQ reports, preparing night audit and end of the day business before the night audit on a daily basis. Reconciling all the credit card machines with the Opera balance and make sure all payments ( Visa, Master, Amex, etc ) has been proceed properly and making sure no difference between them. Monitoring credit exceed limits and taking actions. Ensure high level of customer service is maintained at all times. Preparing group and individual’s arrival and group departures and taking special request into consideration. Taking the advance deposits for advance purchase bookings.  Checking for any health and safety hazards and reporting them to the maintenance and get it fixed. Perform all Guest Service Representative functions as required booking room reservations, answering hotel phone calls and notifying guests of messages. Updating guest profile and creating new reservation.Up selling of the hotel facilities such as bar and restaurant facilities. Show less

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  Country Inn & Suites by Carlson - Sahibabad

  Jun 2013 - Nov 2014

  Duty Manager

  Greeting guest upon arrival and ensure the hotel standard is maintained at all the times. Running the operation and helping the staff by keeping them motivated and organized. Achieved customer satisfaction through friendly and proficient service and ensure repeat business through personalized, efficient service. Leading the team to the front and making sure all the targets are achieving and guiding them towards their goals,(GSTS, PC ENROLMENTS, UP SELLING, WALK IN GUEST , BREAKFAST COUPON SELLING, OPERATION STEEL) Handling Opera, Batching PDQ reports, preparing night audit and end of the day business before the night audit on a daily basis. Reconciling all the credit card machines with the Opera balance and make sure all payments ( Visa, Master, Amex, etc ) has been proceed properly and making sure no difference between them. Monitoring credit exceed limits and taking actions. Ensure high level of customer service is maintained at all times. Preparing group and individual’s arrival and group departures and taking special request into consideration. Taking the advance deposits for advance purchase bookings.  Checking for any health and safety hazards and reporting them to the maintenance and get it fixed. Perform all Guest Service Representative functions as required booking room reservations, answering hotel phone calls and notifying guests of messages. Updating guest profile and creating new reservation.Up selling of the hotel facilities such as bar and restaurant facilities. Show less

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  Air India SATS Airport Services Private Limited (AISATS)

  Nov 2014 - Feb 2016

  CSSA (Dedicated to Emirates)
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  SpiceJet Limited

  Mar 2016 - Sept 2017

  Senior Customer Service Representative

  Holding LCC Licence for Boeing NG & Bombardier Q400

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  IGT Solutions

  Apr 2018 - May 2019

  Management Process Airline & Travel Expert ( EMEA)

  Customer Service Issue Handling, for hotels, airlines, Full Activity Packages and Private Car Services issue. ATOL Services,

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  Barclaycard

  May 2019 - Jul 2021

  Responsibilities :  Been a part of Disputes Management Team since joining & a part of back-office team since April 2020. Work directly with customers and internal departments to research and confirm validity of all chargebacks. Benchmarking of service delivery standards by following SOP’s. Work and maintain open communications between team, account managers and external customers. Handle the entire chargeback process internally as well as on VISA, thereby ensuring it is carried out smoothly with absolute accuracy & without any errors. Handles Section 75 the Consumer Credit Act 1974 and Charge Back Agreement. Accurately documented, researched and resolved customer service issue. Referred unresolved customer grievances to designated departments for further investigation Defused volatile customer situations calmly and courteously Handles Complaint Closure. Show less

  • Personal Banker

    May 2019 - Jul 2021

  • Dispute Analyst

    May 2019 - Jul 2021
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  Barclays UK

  Jul 2021 - now

   Identify AML and regulatory required to complete Client KYC, Perform Know Your Customer (KYC) checks on accounts to screen clients and review the information & documentation of the client as part of the Client Review process.  Report Issue and any possible risk to the manager in a timely manner to avoid or limit any possible damage with relevant details, if in any authority applicable controls, Ensure that the KYC checks adhere to the relevant regulations, guidelines and processes that are in place to ensure Compliance.  Handle Complaints and escalation from the customer /clients with in a timely manner with accurate resolution. Mentoring new joiners in the team, assist team manager to enhance the learning curve of the new joiners and inculcate a culture of team work. Show less

  • Quality Control Analyst - GFCO

    Aug 2022 - now

  • Digital First Operation - Bussines Banking - Personal Banker - Trading Address Verification (TAV)

    Jul 2021 - Aug 2022