Mohit Kanwar Singh
Juffair
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Experienced Hospitality Worker bringing 9 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
BMMI
10.2022 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Researched and corrected customer concerns to promote company loyalty.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Carry out competitive market visits & submit weekly report to the Retail manager.
- Oversee stock holding in the storage area for the shop to ensure adherence to company standards and policies.
- Organize the required preparations for Principal visits by ensuring the smart appearance of the outlet & by maximizing the visibility of the particular brands.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns & Orders.
F&B Outlets Manager
Park Regis Lotus Hotel
11.2019 - 09.2022
- Coordinate Daily Front of the House and Back of the House restaurant operations, Deliver superior service and maximize customer satisfaction, Respond efficiently and accurately to customer complaints, Regularly review product quality and research new vendors, Organize and supervise shifts, Appraise staff performance and provide feedback to improve productivity, Estimate future needs for goods, kitchen utensils and cleaning products, Ensure compliance with sanitation and safety regulations, Manage restaurant's good image and suggest ways to improve it, Control operational costs and identify measures to cut waste, Create detailed reports on weekly, monthly and annual revenues and expenses, Promote the brand in the local community through word-of-mouth and restaurant events, Recommend ways to reach a broader audience (e.g
- Discounts and social media ads), Train new and current employees on proper customer service practices, Implement policies and protocols that will maintain future F&B operations.
Restaurant Manager
Park Regis Lotus Hotel
04.2018 - 10.2019
- Managed Steak House "Brasa De Brazil" from April 2018 to November 2018 & Currently handling Ewan" the all day dining restaurant along with Room service & Banquet operations
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Reconciled cash and credit card transactions to maintain accurate records.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
Education
MBA in Operations Management -
Sikkim Manipal University
New Delhi, India07.2017
B.sc in Hospitality & Hotel Administration -
Institute of Hotel Management
Rajasthan, India06.2012
Skills
- Attention to details
- Sense of responsibility
- Ability to easily connect with people
- Good team player & lead by example
- Good organizing skills
- Problem-Solving
- Time Management
- Decision-Making
- Training and mentoring
- Customer Relations
- Team Development
- Work Prioritization
- Handling Escalations
- Customer Relationship Management (CRM)
- Leading Team Meetings
- Inter-department collaboration
- Research and due diligence
- Sales proficiency
Languages
English
Hindi
Punjabi
Arabic
Achievementstasks
- 10/2016, Worked as Duty Manager in COVID 19 Isolation Hotel Centers
- 10/2016-03/2018
Awards
11/2012, 09/2014, Manager of the Quarter(4 Times), Mcdonalds India
Certification
- WSET Level 1 & 2 Award in Wines with Distinction, Wine & Spirit Education Truss.
- BSI Portfolio Course, BEAM Suntory International.
- DIAGEO Bar Academy Masterclass Training.
- Advanced Beer Masterclass & Beverages Essential Training, BMMI Beverages Academy.
Timeline
Customer Service Supervisor
BMMI
10.2022 - Current
F&B Outlets Manager
Park Regis Lotus Hotel
11.2019 - 09.2022
Restaurant Manager
Park Regis Lotus Hotel
04.2018 - 10.2019
MBA in Operations Management -
Sikkim Manipal University
B.sc in Hospitality & Hotel Administration -
Institute of Hotel Management
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