Praveena Asohkan

• Promoted to senior role based on consistent achievement of performance targets and demonstrated leadership skills.
• Mentored and trained junior agents on collections strategies, customer service protocols, and system use.
• Monitored team performance and provided feedback to improve collection rates and customer satisfaction.
• Handled escalated calls and complex cases involving disputed charges, high-risk accounts, or difficult negotiations.
• Collaborated with management to improve collections procedures and reduce delinquency rates.
• Oversaw daily queue management, ensuring fair distribution of accounts and adherence to compliance standards.
• Assisted in developing and implementing new scripts, templates, and workflows for improved efficiency.
• Acted as point of contact between agents and supervisors, helping resolve operational issues and maintain service quality.
• Continued to meet or exceed individual KPIs while supporting overall team success.

• Consistently achieved performance goals and exceeded targets related to collections and customer service metrics.
• Managed over 300 outbound calls daily in a high-volume call center environment, including both manually and automatically dialed calls.
• Developed strong relationships with customers to encourage timely payments, resolve account issues, and improve overall account performance.
• Monitored and reviewed customer accounts regularly to identify overdue balances, assess risk, and take appropriate follow-up actions.
• Contacted customers with delinquent accounts to discuss payment status and negotiate suitable repayment plans, preventing accounts from entering collections.
• Responded to customer inquiries by providing accurate and detailed account information and offering tailored solutions.
• Maintained and updated customer accounts to ensure accurate records and timely payments.
• Conducted dunning activities based on assigned queues and daily reports to support efficient account recovery.
• Contacted customers to remind them of payment schedules and obtained payments in a timely and professional manner.
• Adhered to predetermined targets and standards in all collection activities to ensure compliance with company policies and regulations.
• Demonstrated initiative and creativity in resolving complex issues and handling difficult customer interactions.
• Provided exceptional customer service by addressing concerns, offering relevant advice, and delivering prompt solutions.

• Maintained high levels of customer satisfaction by performing timely table check-ins to anticipate and fulfill food and beverage needs.
• Promptly resolved guest concerns and employee-related issues to ensure a positive dining experience and smooth team operations.
• Greeted new guests with a warm, professional demeanor, introduced daily specials, and efficiently took drink and food orders.
• Provided concierge services by assisting guests with transportation, restaurant reservations, local attractions, and special requests.
• Monitored inventory levels of dining supplies and coordinated with kitchen staff or purchasing for restocking.
• Coordinated with event planners and kitchen staff to ensure seamless service during conferences, weddings, and meetings.
• Remained calm, composed, and solutions-oriented when handling difficult customers or managing high-pressure, busy shifts.
• Adhered strictly to health and safety regulations in line with hospitality industry standards to reduce risks, prevent incidents, and ensure a safe dining environment.
• Answered multi-line phones and responded to email inquiries regarding reservations, availability, and guest services.
• Participated in regular training on customer service, safety protocols, and company policies.

• Arranged and prepared tables to create a welcoming and memorable dining experience, encouraging repeat business.
• Greeted guests warmly, answered questions, and provided detailed explanations of menu items, including options for dietary restrictions and food allergies.
• Cultivated positive relationships with guests, especially regular customers, to enhance customer loyalty and satisfaction.
• Accurately processed orders using the POS system, managed bills, and handled discounts or complimentary items as needed.
• Delivered exceptional table service by efficiently taking orders, coordinating with kitchen staff, and ensuring timely food delivery.
• Resolved customer concerns and complaints professionally and promptly, contributing to a positive dining atmosphere and upholding the restaurant’s reputation.
• Bussed and reset tables quickly to maintain a clean and organized dining room throughout service hours.
• Utilized slow periods productively by restocking ice, trays, condiments, and delivery bags to ensure readiness for busy times.
• Followed all health, safety, and hygiene protocols to maintain a safe and sanitary environment for both guests and staff.
• Supported team members during events, high-traffic periods, and special service requests to ensure smooth operations.
• Consistently maintained a friendly, helpful, and professional attitude, ensuring high levels of guest satisfaction and service quality.

• Verified daily financial journals, cash reports, and transaction logs for clarity, accuracy, and completeness under the supervision of the finance manager.
• Assisted with preparation and reconciliation of guest folios, front office revenue reports, and daily sales summaries.
• Participated in internal audits by reviewing accounts, vouchers, receipts, and financial records for compliance and accuracy.
• Tracked and recorded departmental expenses (housekeeping, F&B, front office, etc.) to support budget control and financial planning.
• Assisted with billing inquiries from guests or corporate clients and worked closely with the front office to resolve discrepancies in folios or invoices.
• Compiled, entered, and analyzed financial data using spreadsheets and accounting software to evaluate current financial conditions and forecast future trends.
• Ensured strict adherence to hospitality industry standards and internal controls related to financial documentation and reporting.
• Supported the finance team during audits, tax preparations, and external inspections by compiling relevant documents and reports.

Front office

• Pleasantly answered and managed a multi-line switchboard for a large office, directing callers to the appropriate departments or personnel.
• Managed incoming and outgoing mail, packages, and deliveries, ensuring timely distribution.
• Provided excellent customer service by handling inquiries and assisting with general front-desk operations.

Housekeeping

• Assisted the housekeeping department with general cleaning duties, including sweeping, mopping, dusting, and polishing surfaces.
• Collected soiled linens from residential areas and delivered them to the laundry department; restocked clean linens as needed.
• Replenished room supplies such as toiletries, drinking glasses, writing materials, and minibar items to maintain guest satisfaction and room readiness.
• Reported maintenance issues or room damages promptly to supervisors.

Cold kitchen

• Assisted kitchen staff by chopping vegetables, cutting fruit, and preparing basic sauces during busy periods.
• Ensured compliance with food safety standards by following proper handling and sanitation procedures.
• Received, unloaded, and organized food deliveries, storing items appropriately for efficient access.
• Prepared raw ingredients by cutting, slicing, and grinding meat, poultry, and seafood for cooking.
• Monitored inventory levels and communicated shortages or replenishment needs to kitchen supervisors.