Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
Generic

Ragni Singh

Wellington

Summary

With a 'can do' attitude, qualification, knowledge and experience in Human Resources,Hospitality management & Customer service, I can confidently apply my skills in a challenging and rewarding environment in a meaningful manner that provides tangible benefits to my employer and to the clients at large.

Close to 11 years' experience and extensive knowledge in hotel management and general hotel operations management. Very good understanding in applying human resource management principles in recruiting, interviewing and managing and retention of employees. Conducted health and safety training for all hotel staff on a yearly basis. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Customer Service Support Officer

Inland Revenue
02.2024 - Current
  • Respond to customer inquiries via phone, regarding tax-related issues and provided accurate and timely information
  • Fully FFFL1 and FFL2 trained according to Inland Revenue Policy and procedures
  • Collaborated with internal teams to escalate complex issues and ensure timely resolution for customers
  • Assisted customers in understanding tax-related processes and requirements
  • Maintained detailed records of customer interactions and feedback to improve service quality
  • Resolved customer complaints and issues in a professional and efficient manner, ensuring customer satisfaction
  • Participated in training sessions to stay updated.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Educated customers about individual tax codes, online services.

Human Resources and Accounts Manager

Gokal Group Of Companies
10.2017 - 06.2023
  • Up to date accounts and regular praises from management
  • Lead recruitment of all incoming staffs
  • Managing and maintaining staff turnover
  • Conduct weekly department meetings and prepare weekly staff roster
  • Update all staff sick and annual leaves
  • Provide HR and accounts reports to the management on a monthly basis
  • Maintained 100% record on 24 hours turnaround in responding to all hotel enquiries
  • 100% record of all hotel staff being paid on time on a weekly basis
  • Preparation of invoices and taking of payments for all check out guests
  • Support Operations Manager with reconciling and maintaining the appropriate ledgers for debtors, creditors, and cash and other adjusting entries
  • Professionally handle all types of customer enquiries and complaints
  • Provide daily, weekly, and monthly customer enquiry and occupancy reports to the General Manager Operations.
  • Managed payroll operations for team of 45 employees.
  • Strengthened relationships with key clients, leading to increased repeat business.
  • Completed filings and upheld strict compliance with department supervisors.
  • Maximized revenue through strategic upselling of products or services to existing clients.
  • Assisted in the development of marketing materials tailored specifically aimed at client retention efforts.
  • Resolved complex customer issues, maintaining professionalism and preserving long-term relationships.
  • Coordinated with internal teams to facilitate prompt delivery of services.
  • Liaised with marketing and sales teams to develop targeted campaigns.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

Reservations & Sales Coordinator

Peninsula International Hotel
10.2011 - 10.2017
  • Introduced 24 hours response turn-around time for all hotel bookings and enquiries
  • Lead and manage all hotel bookings through E-mails, phone calls & walk-ins through Room Master
  • Professionally handle all types of customer enquiries and complaints
  • Provide daily, weekly, and monthly customer enquiry and occupancy reports to the General Manager Operations
  • Fill bookings with necessary purchase orders
  • Take group bookings as and when required
  • Allocations of rooms and updating guest information through Room Master
  • Significant increase in conference room bookings and accommodating private/corporate parties and functions
  • Up to date in sending conference room quotations and packages as and when requested
  • Attending to enquiries relating to conference facilities
  • Organising small private and corporate functions, training & workshops
  • Liaising with company procurement officers for future bookings
  • Visiting corporate clients with hotel rates and facilities
  • Responding to enquiries through emails and phone
  • Providing with room quotations for both local and corporate clients together with group bookings
  • Attending to complaints and feedbacks from clients
  • Following up on payments and purchase orders.

Customer Interaction Agent

Oceania Customer Interactions
01.2011 - 10.2011
  • Attending to all enquiries in a timely manner
  • Other Responsibilities - Hotels Occupational Health & Safety Chairperson
  • Overseeing the health and safety relating issues of the premises to ensure a safe working environment for the workers
  • Train all hotel staff on health and safety requirements
  • Ensuring that all workers are adhering to the safety procedures & guidelines.

Education

Training of Trainers - Module 1 & 2 (Instructional skills & systematic approach to training) -

Fiji National University
01.2022

Bachelor of Commerce in Business, Industrial Relations & Human Resource Management -

Fiji National University (FNU)
01.2020

Diploma in Hotel Management - Majoring in Accommodation, Food & Beverage -

Fiji National University
01.2010

Certificate in Tourism and Hospitality -

Fiji National University
01.2010

Skills

  • Excellent written and communication skills
  • Reliable, trustworthy and a good team player
  • Good planning and organizing skills
  • Computer literate
  • High motivation, committed, rational thinking and proactive
  • Professional, effective and result oriented
  • Good leadership skills
  • Excellent customer service skills

Awards

  • 2022: Fire Warden Training Certificate
  • 2019: Health & Safety Training (Modules 1 & 2)
  • 2018: Fire Warden Training Certificate
  • 2014: Health & Safety Training (Modules 1 & 2)
  • 2013: Staff of the Year Award, Peninsula International Hotel
  • 2013: Staff of the Month Award - May 2013, Peninsula International Hotel

References

  • Lizzie Trotman, National Lead Resourcing - Madison Recruitment, lizzie.trotman@madison.co.nz, 0223917590
  • Rebecca Banaszak, Business Partner - Managed Services - Madison Recruitment, rebecca.banaszak@madison.co.nz, 0211953506

Timeline

Customer Service Support Officer

Inland Revenue
02.2024 - Current

Human Resources and Accounts Manager

Gokal Group Of Companies
10.2017 - 06.2023

Reservations & Sales Coordinator

Peninsula International Hotel
10.2011 - 10.2017

Customer Interaction Agent

Oceania Customer Interactions
01.2011 - 10.2011

Training of Trainers - Module 1 & 2 (Instructional skills & systematic approach to training) -

Fiji National University

Bachelor of Commerce in Business, Industrial Relations & Human Resource Management -

Fiji National University (FNU)

Diploma in Hotel Management - Majoring in Accommodation, Food & Beverage -

Fiji National University

Certificate in Tourism and Hospitality -

Fiji National University

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