- Manish Khurana
Email ID: mkhur2000@yahoo.com
Contact Number : 9968101352
Professional Experience
April 2005 –Till Date
IBM DAKSH
Process - United Airlines (Customer Relations Back Office)
Job Profile: (Senior Customer Care Specialist)
Ø Catering to United Airlines Customer emails (Resolving the queries with current, future and past date concerns).
Ø Assisting passengers with directing their concern to the right department.
Ø Ensuring that the customer is satisfied with their experience of interacting with the Customer Relations Department.
Ø Assisting the team leader in the preparation of reports and KRA (Key role areas).
Ø Preparing new templates depending on the scenario and suggesting the same to the clients.
Ø HR spokesperson for the team.
Ø Planning and scheduling of manpower.
Ø Preparation of daily reports like Avg. UPH per staff, Log In hours for our team etc.
Ø Assisting the team leader in planning for outdoor activities.
Achievements:
Part of the Pilot team
Focus group
March-1999 May 2005
Hotel Hyatt Regency, New Delhi
Job Profile: (Concierge Officer)
Ø Business Development by getting clients from Airlines (Layovers),
Ø To Liason with Customs & Airport Authority.
Ø Handling all customer correspondence, Report Preparations (Daily Sales Summary report, daily competition analysis report, Cab reports) & Roaster Preparation.
Sep-1998 Feb 1999
Taj Air Caterers
Job Profile: (Flight Supervisor)
Ø In-charge of handling food preparation
Ø Maintaining Quality bench mark for all domestic and International flights.
PROJECTS UNDERTAKEN:
Ø Preparing a Standard Operating Procedure for the nature of work and schedule of events (IBM Daksh)
Ø Customer Dissatisfaction level reports ( for United Airlines)
Ø Involved in a pre- marketing survey for the Orient Enterprises as they were planning to open a Dairy Plant near Daruhera, Haryana.
Ø Prepared project on Franchise development and launching a Fast Food chain as part of my PGDBM curriculum.
OTHER SKILLS:
Ø Knowledge of Fidelio ( Hotel Management software).
Ø Knowledge of Tally ( basic).
Ø Excellent written and Oral communication skills.
QUALIFICATION:
| S.No | Qualification | Year | Institution / University |
| 1 | Diploma in Hotel Management | 1998 | Indian Institute of Hotel Management, Pusa, New Delhi |
| 2 | BCom ( Hons) | 2002 | Delhi University. |
| 3 | Post Graduate Diploma in Business Management(PGDBM) | 2008 | Jagan Institute of Management Studies, New Delhi |
PERSONAL DETAILS:
Date of Birth: 17th November 1977
Father Name: Mr. Ram Narain Khurana
Referral will be provided on request
(MANISH KHURANA)
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