Rohit Rampal Email & Phone Number

Gurugram, HR, IN

Gurgaon, India

• Oversaw CRM operations, design customer experience journey and customer centric initiatives to provide best in class customer care services and standardize CRM procedures.
• Managed NCR, Lucknow, Jaipur regional customer services teams.Highlights:
• CSAT- consistently achieved organizational target of average score of >4.3 on a scale of 5.
• Collections – contributed actively to meet monthly organizational budget targets by putting best efforts to keep the cash flow going especially during the Covid-19 lockdowns when cash flow mattered the most.
• Spearheaded claims & compensation vertical, driving to resolve long pending cases and have been successful in doing so thereby reducing company’s liability.
• Customer Experience – Actively contributed to escalation reduction through effective root cause analysis, extensive staff trainings. Was able to reduce management escalation by 61% in FY21.

Mumbai Area, India

• Deputy General Manager – Possession Strategy and Customer Experience Apr 2017 - Feb 2018Associate General Manager – Customer Experience Mar 2015 – Apr 2017Role:
• Directed the entire gamut of operations for luxury and high-end projects including financial budgeting, forecasting, inventory control, food and beverages cost control, MIS and finalization of P/L account
• Co-planned, executed and set-up a strategic direction for various projects and festive events with emphasis on maintaining inter-department contacts, visiting operational environment and implementing best practices
• Spearheaded customer service operations for rendering and achieving quality services; provided customer support by answering queries and resolving issues; gathered customer feedback to ensure 100% satisfaction of guests
• Drove the implementation of process in strategic sourcing, requisition, procurement costs and dispatch
• Spearheaded day-to-day operations and ensured that standards and procedures are consistently applied across all touch-points

Sydney Area, Australia

• Handled operational functions like staff briefings, review meetings, duty roster, shift management and creating right working atmosphere among team members for effective operations; actively participated in staff.
• Delivered high-value services and improved staff and guest interaction through personalized/responsive service training which eventually helped to enhance the guest satisfaction by 10%
• Implemented cost saving methods and expanded profit margins by 5% through comprehensive monitoring of employee activities, sales trending, scheduling and imparting cross-training to employees
• Bagged the Manager of the Year Award at Intercontinental Sydney

Brisbane, Australia

• Assistant Outlet Manager Aug 2012 – Apr 2014Food and Beverage Supervisor Jul 2011 – Aug 2012Food and Beverage Shift Leader Sep 2009 –Jul 2011Role:
• Hired, trained, motivated, supervised, evaluated and scheduled employees
• Oversaw inventory control, ordering, sanitation and quality control of food products

Brisbane, Australia

• Monitored several activities including preparation of food, stocking supplies and cash handling
• Supervised cleaning of tables and counters, resetting of tables; greeted customers and answered their questions

Bachelor'S Degree, Hotel Administration

Associate'S Degree, Hospitality Administration/Management