Alvira Siddiqui

Working as a Ground Crew Customer representative for Interglobe Aviation Ltd (Indigo) which is India’s current largest passenger carrier airline. As a Ground Crew Customer Representative at IndiGo, my primary role is to ensure a seamless and pleasant experience for passengers from check-in to boarding. I handle reservations and ticketing, assist with baggage check-in, and address passenger inquiries and special requests. My responsibilities include setting up check-in counters, ensuring compliance with security protocols, and coordinating and my ability to remain calm under pressure and resolve issues efficiently contributed significantly to maintaining the airline’s high standards of service, and enhancing the overall travel experience for passengers. Maintaining high standards of customer service, safety, and operational efficiency, all while embodying IndiGo's commitment to a hassle-free travel experience

My excellence in my previous role led to a promotion as an Acting Process Trainer, where I played a crucial role in guiding and supporting the team. My ability to help streamline processes and train others highlights your leadership and expertise. As a Process Trainer, I played a pivotal role in enhancing team performance and efficiency. I was responsible for training new hires and existing team members on process workflows, best practices, and customer service techniques. My role involved creating and delivering training materials, conducting workshops, and providing one-on-one coaching to ensure everyone was well-equipped to handle their tasks.

• Assessed training needs through surveys, interviews with employees or focus groups.
• Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
• Monitored trainee progress throughout the course of their program and provided additional support as needed.
• Coordinated with management teams across multiple locations to ensure consistency in process implementation.

I have worked as a Customer Service Associate (CSA) at Firstsource Solutions Pvt. Ltd. in Mumbai, handling the international voice process for Sky UK. Firstsource is a leader in business process management, and a trusted outsourcing partner for top global brands.

Below are some learning experiences and key takeaways from this experience.

• Exceptional Customer Service: Consistently received positive feedback and high satisfaction ratings from customers for my efficient and friendly service.
• Problem Resolution: Successfully resolved a high volume of customer issues, demonstrating strong problem-solving skills and attention to detail.
• Process Improvement: Contributed to process improvements that enhanced service delivery and customer experience.
• Team Collaboration: Worked effectively with team members and other departments to ensure seamless service and support.
• Brand Representation: Maintained and enhanced the brand value of both Firstsource Solutions and Indigo through excellent customer interactions and service delivery.