Dhurga Devi Email & Phone Number

Federal Territory Of Kuala Lumpur, Malaysia

Project: L'Oréal│JAN 2019 - NOV 2023Key Responsibilities: • Responsible for optimizing online retail experiences, driving sales and improving customer satisfaction with order tracking, product information, and warranty claims. Actively collaborated with brands to perform order entry processing, control and product inquiries. Key Achievements: • Promoted to handle high-risk and ad-hoc cases as assigned by management for major L’Oreal brands.• Resolved customer service issues by finding solutions, increasing customer confidence and case closure. Excelled at improving overall customer satisfaction from 25% in 2016 to 84% in 2017.Project: Helpling Services SG/AU│OCT 2017 - JAN 2019Key Responsibilities• Assisted in matching independent and committed cleaners with customers seeking home cleaning services via email, chats, and calls. Key Achievements: • Increased 40% revenue and collaborated with the Marketing Director for promos to retain customers. • Best performing agent in 2017 and 2018• Trained and guided new hires throughout nesting stages.

Federal Territory Of Kuala Lumpur, Malaysia

Key Responsibilities: Assist in managing daily operations of the Reservations Department, including providing support. coaching, and training the Reservation team to enhance service quality.Key Achievements: • Maintain the highest room occupancy through suggestive selling and analyzing forecast reports.• Conduct successful employee training for Tourism Industry and Customer Relations.

Key Responsibilities: • Aids in developing, coordinating, and enforcing systems, policies, procedures, and productivity standards• Assisted in developing and implementing policies and procedures for staff training. Establish strong relationships with corporate clients travel agencies, and staff by communicating job expectations and planning, monitoring, and appraising outcomes. Key Achievements: • 15% increase in direct bookings with Ritz Carlton and repeat business from corporate clients.Increased 20% improvement in service quality and achieved a 100% customer satisfaction score as targeted.

Key Responsibilities: • Oversee the accuracy of reservations, and group market codes. Welcome guests according to hotel standards.• Train and supervise a team of 10 staff members. Assist management counselling, scheduling, motivating and coaching. Ensure personal appearance is clean and professional. Identify guest reservation needs and determine the appropriate room type. Set up billing accounts according to Accounting policies. Process reservation requests, changes, and cancellations received by phone, fax, or mail. Key Achievements: • Highest single-day pickup in history for both hotel and suite wing. • Achieved 5.1M for the hotel wing and 1M for the suite wing in 2007 and was recognized as the best-performing supervisor.

Key Responsibilities: • Possess accurate knowledge about all Food and Beverages operations, menus, product and service promotions and special events. Maintained the operations in the absence of the Restaurant Manager. Facilitated interactive training sessions on hotel history, interesting facts, layouts, and routes. Formulating course materials following SOP and policies.

Diploma In Travel Management, Tourism And Travel Services Management

Certificate Of Tourism Studies, Tourism And Travel Services Management

Diploma In Hotel Management, Hospitality Administration/Management