Ramanjus Basco Email & Phone Number

Gurgaon, India

Current Roles & Responsibilities: • Primarily responsible for managing the team in order to achieve targets on a day-to-day basis• Planning and implementing after-sales services to follow up customer satisfaction• Developing and reviewing policies, programs and procedures concerning customer relations• Managing, motivating and developing staff providing customer services• Handling Customer care for all the hotels under the Accor Groups in Asia Pacific.• Provide support over the call and by email for all Accor Groups in Asia Pacific. • Engage in improving processes through engineering, system checks, process automation• Daily quality check• Provide subject matter expertise on processes, whenever it is required.• Adhering to the Client SLA’s – Ensure productivity, turn-around-time, and accuracy is met & exceeded.• Conducting One on One with all the team members to ensure process performance and critical people issues are taken care• Assess performance of Team Members and conduct performance appraisals• Assess training needs, provide training opportunities and train new hires and existing staff• Appropriately use Rewards & Recognition to energize & motivate Team Members• Handle all logistics related issues: roster management, shift rotations.• Leave planning, Managing Compensatory Offs, Unscheduled leaves etc.• Handling Escalations which reach & come from the client.• Manage and strengthen client relationship.• Handle member issues at national level.• Manage Complaint Management and Service Qulity.• Manage,Lead Generation process at national India.

Gurgaon, India

• Primarily responsible for managing the team in order to achieve targets on a day-to-day basis• Planning and implementing after-sales services to follow up customer satisfaction• Developing and reviewing policies, programs and procedures concerning customer relations• Managing, motivating and developing staff providing customer services• Handling Customer care for all the hotels under the Accor Groups in Asia Pacific.• Provide support over the call and by email for all Accor Groups in Asia Pacific. • Engage in improving processes through engineering, system checks, process automation• Daily quality check• Provide subject matter expertise on processes, whenever it is required.• Adhering to the Client SLA’s – Ensure productivity, turn-around-time, and accuracy is met & exceeded.• Conducting One on One with all the team members to ensure process performance and critical people issues are taken care• Assess performance of Team Members and conduct performance appraisals• Assess training needs, provide training opportunities and train new hires and existing staff• Appropriately use Rewards & Recognition to energize & motivate Team Members• Handle all logistics related issues: roster management, shift rotations.• Leave planning, Managing Compensatory Offs, Unscheduled leaves etc.• Handling Escalations which reach & come from the client.• Manage and strengthen client relationship.• Handle member issues at national level.• Manage Complaint Management and Service Qulity.• Manage,Lead Generation process at national India.

Gurgaon, India