Amita Ramchandani

Customer Experience & Brand Leadership

• Hosted and led VVIP visits and Docent Tours for senior leadership including Mr. Han (Former Co-CEO, Samsung Electronics), Mr. JB Park (CEO, Samsung Asia India), Samsung CFOs, and Microsoft leadership.
• Hosted and managed VVIP visits, ensuring premium, personalized experiences

• First team member to receive an internal promotion

• Prepared and led teams for high-profile VVIP visits, ensuring seamless experience flow, executive-level communication, and premium brand representation.

• Acted as emcee and customer engagement lead during major events such as Galaxy Foldables Global Announcement, creating high-impact, interactive customer experiences.

• Conducted VVIP experience readiness audits, ensuring consistency in storytelling, walkthrough flow, and luxury service standards.

Customer Experience Delivery at Scale

• Coached and assessed frontline teams to deliver consistent, zone-based customer experiences across 8 curated experience zones.
• Built staff capability to lead workshops across key categories, with a strong focus on device usage and feature adoption

•⁠ ⁠Translated product features into practical, easy-to-understand customer experiences

• Led product readiness for major launches including Galaxy S-Series, Foldables, Samsung Laptops, Visual Display (VD), and Digital Appliances (DA).

• Designed and delivered product and soft-skills trainings driven by performance analysis and on-floor customer observations.
• Conducted hands-on workshops to help customers maximize the use of Samsung devices

•⁠ ⁠Supported sales through product demonstrations, need-based recommendations, and expert guidance

Brand Induction, Onboarding & Talent Readiness

• Designed and delivered a 3-day brand induction program for all new joiners, embedding Samsung’s brand values, culture, and customer promise.

• Prepared structured onboarding and role-readiness training plans for new hires across departments.

• Supported hiring initiatives by interviewing and selecting talent aligned with Samsung’s premium retail and service standards.

Experience Governance, Quality & Systems

• Planned and delivered structured monthly training calendars aligned with business priorities and store needs.

• Conducted mystery audits, role-play assessments, and knowledge evaluations to assess customer handling, communication, and selling skills

Owned end-to-end training and experience reporting, including monthly and annual leadership reviews.

•Developed CRM calling scripts to ensure consistent, empathetic, and effective customer communication.

• Led employee engagement initiatives to strengthen morale, ownership, and customer-first culture.

Aircraft Types Trained On:

Airbus A320-200 | Airbus A320neo

• Led cabin safety and service operations on Airbus A320 / A320neo aircraft across high-frequency domestic routes.

• Executed DGCA-approved safety and emergency procedures, ensuring regulatory compliance and passenger safety during routine and irregular operations.

• Managed high-density cabins with clear communication, authority, and calm passenger handling under operational pressure.

• Conducted comprehensive pre-flight safety and security checks, maintaining strict adherence to aviation protocols.

• Demonstrated strong crowd management and conflict-handling skills during delays, disruptions, and emergency scenarios.

Aircraft Types Trained On:

Boeing 737 Series – 700, 800, 900, 900ER.

Boeing 737 MAX

Boeing 777-300ER

Airbus A330 Series – 200 / 300

•⁠ ⁠Awarded Certificate of Recognition for Excellence (August 2017) for exceptional service, resilience, and professionalism during adverse weather operations.

•⁠ ⁠Selected among 50 crew members to operate the Reliance Charter Flight for the Ambani–Piramal wedding (Udaipur, December 2018), reflecting high trust, discretion, and premium service standards.

•⁠ ⁠Delivered Business Class and long-haul inflight service across wide-body and narrow-body aircraft, managing high-value passengers and complex cabin configurations.

•⁠ ⁠Successfully de-escalated in-flight medical situations, preventing escalation to full emergency protocols through calm decision-making and timely intervention.

•⁠ ⁠Consistently recognized by senior flight crew and passengers for service excellence, composure, and customer care.