Kanchan Jayan Menon

Kanchan Jayan Menon Edinburgh, United Kingdom 📞 - ✉️- PROFESSIONAL SUMMARY Customer-focused professional with 3+ years of experience delivering exceptional service in luxury hospitality, retail and client-facing roles. Known for providing responsive, empathetic support to high-value guests in fast-paced, high-expectation environments. Skilled in communication, issue resolution, multi-platform service coordination, and CRM systems. Committed to delivering high-quality support experiences with attention to detail and a proactive, solutions-oriented mindset. EDUCATION MSc Business Psychology with Human Resource Management (Includes CIPD Level 7 Equivalent Modules) Heriot-Watt University, Edinburgh | 2024 Bachelor of Business Administration (Human Resource Management) Christ University, India | 2020 KEY SKILLS & COMPETENCIES 1. Customer Service & Complaint Resolution 2. Email, Phone & Live Chat Support 3. Client Relationship Management 4. Service Documentation & Record Keeping 5. Cross-Functional Collaboration 6. SLA & KPIs 7. Microsoft Office (Excel, Outlook, Teams) 8. CRM Tools: Workday, ServiceNow, Zendesk (familiarity) 9. Remote Work Communication 10. Fast-Paced Multitasking 11. Conflict De-escalation & Empathy PROFESSIONAL EXPERIENCE In-Room Dining – Luxury Hospitality The Balmoral, A Rocco Forte Hotel, Edinburgh | Oct 2022 – Apr 2025 (part-time/full-time) 1. Delivered consistent, high-quality service to high-profile guests in a 5-star setting. 2. Managed complex customer requests with professionalism, ensuring complete satisfaction. 3. Maintained accurate guest preferences and handled complaints with discretion and care. 4. Collaborated with kitchen and front office teams to ensure smooth service delivery. 5. Recognized multiple times for excellence in customer satisfaction (Star Employee Awards by Forbes and LQA). Onboard Guest Services – Luxury Travel Royal Scotsman, A Belmond Train (Contract) | Mar 2024 – Jun 2024 1. Provided personalized, high-touch customer service in a premium travel experience. 2. Supported VIP guests through end-to-end journey coordination and proactive engagement. 3. Managed records of guest feedback and addressed service concerns in real-time. HR Analyst – People Operations Walmart Global Tech India Sep 2021 – Jul 2022 1. Provided internal customer support to 10,000+ global employees across HR systems (Workday, SAP, ServiceNow), ensuring timely resolution of queries and accurate process execution. 2. Handled employee lifecycle transactions including onboarding, job changes, and exits while maintaining confidentiality and compliance. 3. Collaborated with cross-functional teams (HR, IT, Payroll) to troubleshoot issues, resolve tickets, and escalate technical problems as needed. 4. Created internal documentation, SOPs, and FAQs to streamline HR services and improve the employee support experience. 5. Analyzed support data, generated performance reports, and tracked issue resolution metrics to inform process improvements. 6. Delivered service with a focus on empathy, data accuracy, and clear communication — consistently meeting SLAs and exceeding KPIs related to query resolution time, first-contact resolution, and customer satisfaction. QUALITY ASSURANCE AWARDS Star Employee – Customer Service Excellence The Balmoral, A Rocco Forte Hotel Recognized for 100% quality scores by Forbes Travel Guide and Leading Quality Assurance Awarded “Star Employee” in Jan 2025, Jul 2024, Sep 2023 OTHER INFORMATION 1. Remote Work: Equipped for remote working with stable internet and home setup 2. Availability: Immediately available 3. Languages: Fluent in English 4. References: Available upon request