Makrani K
@makranik
Operations and service delivery specialist driving efficiency and customer satisfaction.
United KingdomWhat I'm looking for
I am an operations and service delivery professional with 7+ years coordinating high-volume workflows across hospitality, travel, and customer support environments. I consistently manage escalations, stakeholder communication, KPI monitoring, and operational compliance to keep services running smoothly.
My background includes front office coordination at a major hotel brand, end-to-end travel operations, and large-scale customer operations where I reduced errors, improved onboarding documentation, and maintained high first-contact resolution rates. I deliver process improvements, create SOPs, and support cross-functional teams to meet performance targets.
I seek roles in operations, coordination, or administration within service-driven or technology-enabled organisations where I can apply my experience to improve service efficiency, lead operational delivery, and drive measurable improvements in customer satisfaction.
Experience
Work history, roles, and key accomplishments
Coordinate daily front office, housekeeping, maintenance, and management workflows to ensure service continuity; managed escalations and improved check-in efficiency, reducing waiting time by 20% and raising guest satisfaction KPIs by 10–15%.
Operations Executive
Round Holidays
Aug 2021 - Nov 2022 (1 year 3 months)
Managed end-to-end booking and operational coordination across multiple travel services, creating SOPs and reducing booking errors by 15% while handling 120+ bookings monthly.
Customer Operations Specialist
Maxicus
Jan 2018 - Mar 2020 (2 years 2 months)
Managed high-volume service requests for Airtel and Swiggy accounts, acted as escalation point and maintained CRM accuracy, contributing to a 95% first-contact resolution rate.
Travel Operations Consultant
Thomas Cook International
Feb 2016 - May 2017 (1 year 3 months)
Managed travel bookings, itineraries, cancellations, and supplier liaison, maintaining performance targets and mentoring junior staff, ranking among the top 10% consultants nationally.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
BTS, Tourism Studies
Completed BTS Tourism Studies providing foundational knowledge in tourism operations, itinerary planning, and customer service within travel services.
Leeds Beckett University
Master of Science, International Hospitality Management
Completed MSc International Hospitality Management at Leeds Beckett University, focusing on hospitality operations and service delivery management.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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