Simran Rai

Empire Cinematic (Wedding Videography Business) | October 2024 – Present

• Oversee day-to-day operations, including client communication and project coordination for wedding shoots.
• Manage booking schedules, support video editors, and ensure timely delivery of projects to clients.
• Assist with business development, marketing strategies, and maintaining client satisfaction.

• Greeted guests, managed check-ins and check-outs, and provided concierge support to ensure a smooth guest experience.
• Handled bookings, resolved guest queries, and maintained front desk operations using hotel management software.
• Delivered consistently high levels of customer service in a fast-paced hospitality environment.

• Checked in members, providing excellent service by working with them to understand their personal needs and create strong relationships.
• Assisted customers by answering questions and responding to inquiries via phone calls and emails.
• Welcomes new members by giving them background information on the club and tours of the facilities.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• This role involves accurate and efficient processing of customer invoices and related data on a monthly consistent basis
• Assigned Interim Team Leader role for Stage 1 of the Bill validation process, this involved assisting a new team of employees and performing training on specific programs
• Sourcing billing data for validation, identifying issues leading to a field foundation, processing credit notes, rebuild & producing statement accounts as required
• Managing key player portfolios, taking end-to-end ownership for the monthly bill cycle to closure and liaising with supply contacts to request missing information whilst working to tight deadlines
• Validated up to 120 bills per day, continually exceeding productivity targets.

• Handled up to 80 customer complaints per day via email and phone calls, providing appropriate solutions to guarantee exceeded customer satisfaction
• Using a CRM system to assist each customer individually dissecting their queries and processing refunds where due.