Suman Khandelwal

Owned end-to-end customer lifecycle for the UK & Ireland student accommodation market: lead qualification, onboarding, booking support, post-placement assistance, and repeat placement follow-ups. Drove conversion with structured onboarding flows and urgency-based outreach cadences, achieving 80%+ booking conversion. Resolved customer issues and coordinated complex third-party escalations end-to-end, building an internal escalation framework adopted by the wider team. Used Salesforce and Power BI to analyze funnel activity and identify friction points, informing A/B testing of website copy and inquiry forms. Reduced recurring inbound support by creating knowledge-base articles and self-service resources, while working cross-functionally with sales and operations to maintain consistent customer experience.

Managed reservations and corporate account requests including rate changes, cancellations, inventory, and billing while ensuring accurate booking and customer records. Partnered with Revenue Management on pricing and occupancy forecasting and supported B2B rate negotiations to exceed monthly revenue targets. Handled GDS channels for travel agents and corporate clients with 100% accuracy in inventory and room-block records. Negotiated B2B promotional rates and billing accounts to support repeat bookings and incremental revenue. Trained and onboarded five new associates using Opera PMS and SynXis, maintaining consistent service standards and 95% guest satisfaction on monthly KPIs. Coordinated weekly cross-functional syncs across sales, events, and front office to resolve customer and operational requirements.

Handled multi-channel customer requests and bookings across phone, email, OTA, and GDS while maintaining accurate CRM records and ensuring smooth handoffs between departments. Resolved an average of 40 guest requests per shift by prioritizing urgent issues and maintaining a positive customer experience. Identified upsell opportunities during customer interactions, contributing to room upgrades and food-and-beverage revenue. Coordinated weekly communication across front office, housekeeping, and F&B using Microsoft Teams, improving interdepartmental response times by 24% over six months.