Panelist | CXM-2020 | Mumbai



Speaker Profile

Vijay Sethi
Strategic Initiatives & Special Projects ( Healthcare & Hospitality )
Fortune Park Hotels Limited

  • An astute professional offering over three decades of comprehensive experience in Hospitality & Healthcare Industry. “Held management positions in Hotels (The Leela Group, Inter Continental, Sofitel, Keys Hotels) Jet Airways, Thomas Cook India, Asian Heart Institute & Research Centre and Fortis Healthcare”. Establishing, implementing and analysing ‘best practice’ processes and key business drivers across the organizations to develop strategies and ensure effectiveness resulting in reduced costs and improved Customer Experience.
  • Proven management leadership skills, while taking “hands on” approach when needed.
  • Excellent interpersonal and relationship building skills
  • Technical competency in Customer Experience & Engagement and Change Management
  • Strong project & operations  management skills and ability to manage multiple stakeholders / teams
  • Strong knowledge in Data Analysis, Measurement and Improvement of Customer satisfaction scores

 

AREAS OF EXPERTISE

Customer Experience / Process Re-engineering / Change Management / Operational Excellence / Service delivery / Team Development & Management / Coaching & Feedback.

 

  • Restructured and Revived the Service Quality & Customer Relations department at Jet Airways and Thomas Cook India.
  • Currently Heading Strategic Initiatives & Special Projects - Healthcare at Fortune Park Hotels, a wholly owned subsidiary of ITC Hotels.



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