Vidit Zala

Led a team to resolve 2,000+ technical support tickets in a month, surpassing the target by 25%. Reduced call handling time by 15% with a streamlined knowledge base. Successfully executed a company-wide software upgrade and implemented a rotational on-call support system, improving response time by 50%. Conducted training sessions, resulting in a 30% reduction in recurring software-related support requests. Collaborated on a disaster recovery plan and played a key role in troubleshooting software and hardware issues.

Resolved complex customer issues with professionalism, ensuring high guest satisfaction and retention. Managed a high volume of check-ins, check-outs, and inquiries with accuracy and efficiency. Utilized communication and negotiation skills to resolve disputes and maintain a positive brand image. Adapted to new policies and industry standards. Successfully juggled multiple responsibilities, including phone calls, reservations, and guest requests.