Priyank Contractor

Results-driven hospitality and CRM professional with 10+ years of experience across luxury hospitality, CRM strategy, HR management, and operational leadership. Proven track record of elevating customer satisfaction scores by up to 20%, reducing operational costs by 15%, and achieving 95% CRM data accuracy. Holds dual MBAs in International Business (Bangor University, UK) and Luxury Hospitality (INSEEC, France), plus a CMI Level 7 Diploma in Strategic Management.

Adept at leveraging Salesforce and HubSpot to drive data-driven decision-making and stakeholder engagement.

Professional Carer - Cera Care - Colwyn Bay, United Kingdom

(2026-01)

Deliver high-quality personal care and mobility assistance in strict accordance with individual care plans, safeguarding client dignity and physical safety.

• Administer and document medications with 100% accuracy in MAR charting, always maintaining full clinical compliance.
• Monitor and escalate changes in client health and behaviour, serving as the primary liaison between the care home and medical professionals.
• Champion client independence by facilitating daily living activities and providing tailored emotional support, measurably improving overall well-being.

Restaurant Supervisor - Bodysgallen Hall & Spa (National Trust) - Llandudno, UK

(2023-03 - 2025-11)

Orchestrated guest relations and delivered personalized five-star dining experiences, directly boosting repeat business and TripAdvisor ratings.

• Leveraged POS system data to analyses customer preferences and optimize service workflows, increasing operational efficiency by 15%.
• Designed and launched a structured guest feedback program, driving a 20% uplift in customer satisfaction scores within six months.
• Coached, supervised, and performance-reviewed front-of-house staff, embedding consistently high service standards across the team.

CRM Back Office Executive - Comdata Group - Paris, France

(2021-09 - 2022-07)

Maintained and optimized customer datasets within the CRM platform, achieving 95% data accuracy and significantly strengthening data integrity.

• Generated in-depth analytical reports and translated insights into actionable recommendations, directly informing strategic CRM decisions.
• Resolved customer claims and escalations with an 80% first-contact resolution rate, reducing escalation costs and improving NPS.
• Collaborated cross-functionally with internal departments and regional offices to streamline customer-facing processes, cutting average response time by 25%.

Administrative Manager - Dhway SARL - Paris, France

(2020-10 - 2021-04)

Directed office operations and a team of administrative staff, driving organizational efficiency and consistently delivering positive customer experiences.

• Formulated and rolled out customer-centric office policies, elevating customer satisfaction scores by 20%.
• Controlled operational budgets and negotiated supplier contracts, reducing departmental expenditure by 15% without compromising service quality.
• Facilitated comprehensive staff training on CRM and customer relationship best practices, boosting team productivity by 10%.
• Maintained inventory and office infrastructure, ensuring zero downtime in day-to-day operations.

Team Captain - Kasturi Dining Restaurant - Ahmedabad, India

(2016-06 - 2018-02)

Spearheaded a high-performing customer-facing team, establishing clear KPIs and embedding a culture of service excellence.

• Mediated and resolved customer conflicts swiftly, sustaining a 95% customer satisfaction rate across peak and off-peak periods.
• Introduced a structured team communication framework, accelerating customer service productivity by 30%.
• Designed and delivered ongoing customer service training programs, strengthening brand loyalty and driving repeat footfall.

Human Resources Executive - Aegis Essar Group - Ahmedabad, India

(2014-10 - 2015-10)

Architected and enforced HR policies that cultivated an exceptional customer service culture across the organization.

• Managed employee relations and equipped staff with the skills and resources needed to exceed customer expectations.
• Facilitated customer relationship management training initiatives, increasing employee productivity by 25%.
• Designed and implemented a structured onboarding program, elevating new-hire satisfaction scores by 20%.

Human Resources Executive - Reliable First Private Limited - Ahmedabad, India

(2013-07 - 2014-08)

Optimized end-to-end recruitment processes to source and attract top talent with strong customer-facing competencies.

• Conducted competency-based candidate screenings, prioritizing customer service aptitude and culture-fit assessment.
• Streamlined recruitment workflows to reduce time-to-hire, fostering stronger client relationships throughout the hiring process.
• Addressed employee HR queries with efficiency, ensuring clear internal communication to support customer-facing functions.

Human Resources Executive - Magus Customer Dialog Pvt Ltd - Ahmedabad, India

(2012-04 - 2013-05)

Led full-cycle recruitment for customer-facing roles, selecting high-caliber talent with demonstrable relationship-building capabilities.

• Implemented HR policies and standards that directly improved customer service quality across the contact center.
• Supported employee learning and development programs centered on CRM skills and customer engagement best practices.
• Introduced a flexible working policy that boosted employee satisfaction and improved availability for customer-facing shifts.

MBA - International Business - Bangor University, UK (2023-01 - 2024-06)

MBA - Luxury Hospitality & Event Management - INSEEC Business School, France (2018-10 - 2019-12)

BA - Hotel Management - DIMS Institute of Hotel Management, India (2011-06 - 2015-06)