Nanak Rehal

Experience

• 

  Omnia BPO Services PVT LTD - Air India

  Sept 2007 - Aug 2008

  Customer Contact Executive

  Worked as a CSR in the reservations department for Air India and then later moved to Tele check-in department. Following were the main objectives:- Making reservations on the inbound calls- Providing excellent customer service- checking in the VIP and business class passengers

• 

  Bertelsmann Marketing Services - easyJet

  Sept 2008 - Dec 2012

  Team Leader

  Managed a team of 15 to 20 people in a customer service e-mail program for a leading European airline (easy jet). Managed the tier 2 team. Being a part of pilot program, experienced the ram-up and ram-down. Following were the main objectives:- Improving the customer satisfaction- Maximizing the output- Analyzing and improving the quality of production with effective action plans- Maintain a disciplined team with company ethics- Handling client escalations- People development, leading to high percentage of promotions from the team - Conducting compliance checks to monitor malpractices - Preparing weekly performance reports, wins and challenges- Preparing monthly stacks Show less

• 

  Starwood Hotels & Resorts Worldwide, Inc.

  Jan 2013 - Feb 2016

  Supervisor

  Being a part of the pilot program, contribution in all tasks for expansion like hiring, scheduling, input in building policies and procedures etc. Supervising a team of 35-40 people (including Senior associates and Team leaders), handling reservations and customer service (phone and e-mail both). Following are the main objectives:- Improving conversion/sales- Analyzing the quality performance and making the action plans for improvement- Controlling the AHT and improving customer satisfaction (CSAT)- Conducting compliance checks to monitor the malpractices- People development leading to high percentage of promotions - Maintaining the decorum and company ethics - Roster and scheduling - Weekly wins and challenges and other reports- Making monthly stacks- Coordinating with all the Starwood properties and handling escalations- Coordinating with all the other Starwood sites across the globe and handling the inflow and outflow of information from the centre- Being on site champion for the privileged loyalty program, need to update the site on regular basis Show less

• 

  Marriott International

  Mar 2016 - now

  Responsibilities:• Managing all aspects of operations , including management of the facility, overseeing customer relations and sales, hiring, recruitment, quality management, training, retention of employees, and soliciting new business• Tracking key performance indicators for properties including ADR, RevPar etc.; maximising revenue generation and optimising efficiency• Overseeing sales relationships to nurture customer loyalty• Coordinating with divisional functional leaders, including reservations and sales teams, the Starwood India Team, as well as other hotels in the region, to provide value added services• Developing and improving training programs to foster a culture that encourages continuous improvement• Actively coaching and mentoring staff to incentivise employees and inspire trust of managementAchievements• Leading several different teams within the CEC• Launched two new departments within the CEC to support the US market• Launched a new Customer Service team onsite• Expanded the CEC operations from 20 associates to over 80 associates• Leading, and encouraging staff support of, the Starwood Journey effort. India CEC won the Fabulously Human Award in 2016-17 for outstanding employee engagement• Offered tailor-made solutions to customers to promote customer loyalty Show less

  • General Manager, CEC

    Apr 2021 - now

  • Director Of Operations

    Nov 2019 - Mar 2021

  • Manager, Reservations

    Mar 2017 - Oct 2019

  • Assistant Manager, Reservations

    Mar 2016 - Feb 2017