ANITHA MARTIS

• Team Management, Operational Responsibilities, Customer Service Quality Responsibilities
• Key Liaising and collaboration on shift with pertinent airport stakeholders to improvise and enhance travelers' experience.
• Plan, create, and manage the Airport's GRPs in accordance with the goals of the business, BCAS, and ICAO
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Collaborated with the management team to develop strategic plans for business growth and improvement.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Established team priorities, maintained schedules and monitored performance.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Mentored team members to enhance professional development and accountability in workplace.
• Developed strategy to increase sales and drive profits.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Defined clear targets and objectives and communicated to other team members.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Assignments undertaken in IndiGo Tenure :

● Appointed to lead the MHB team at the new operation BOM T2 in 2019 and 2020

● Tasked with managing audit data for the terminal personnel and making sure the airline's terminal front complies with all DGCA regulations for 2020–21.

● Tasked with keeping track of staff training statistics for 2021–2022

● Was tasked with overseeing the online NPS for station for 2021–2022 and personally handled it by thoroughly reviewing every customer review. I also helped plan and enhance customer feedbacks and address shortcomings by brainstorming with the team and Liaising with headquarters NPS team to ensure that the level of service was constantly maintained.

● Been a member of the emergency response team in September 2021 and the present year (2023) and took part in the Full Scale Emergency Response (ERM) Drill in March 2017 and the Evacuation Drill for both Airport and Aircraft Hijack in September 2021. Consequently, aware on the airline front of how to manage such circumstance.

● Also currently auditing and conducting compliance checks for station on Emergency Response Management and training airport staff on the same.

• Key liaison between the company and its client. Advocate for the company and its interests at client site.
• Maintained accurate record-keeping with proactive attention to client information updates.
• Provided feedback on product/service features from a customer perspective, helping inform decisions regarding future enhancements or updates.
• Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
• Educated clients about available resources, tools, and support options designed to help them maximize their benefits from our services.
• Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.