Avinash Govindarajan

Role

Customer Communication

• Customer announcements (Inflight, Airport, Flight Ops) creation, quality monitoring and automation
• Customer content creation and delivery (SMS, E-Mail, Website Content, Customer service verbiage and playbook)
• Monitoring and course correction for brand tone, regulations, and compliance

Customer Experience

• Creating and implementing customer communication informed by customer feedback
• Drafting sensitive escalation responses
• Enhancing response quality for escalations

Training & Assessments

• Develop, Deliver, Monitor, and Enhance
• Cabin Crew Pre-Hire Communication Training Programs
• New-Hire Communication Training Programs
• Aviation English Regulatory Training and Assessments

Hiring Standards

• Monitor, Evaluate and Enhance communication skills hiring rubric and standards
• Deploy and conduct Communication Hiring Rounds across geographies
• Build talent pool and pipeline for cabin crew

People Management

• Supervise team of 38 trainers including 02 People Managers
• Ensure team development, enhance engagement, and mutually progressive performance management.

Achievements

• Co-developed, and facilitated first of its kind Purpose workshop for senior leaders across organisation
• Established customer facing communications content review process including stakeholders from IndiGo - Digital to consolidate brand voice across all channels
• Established monitoring, evaluation and revision process of SMS channel for customer facing communication
• Consolidated customer facing customer relations email communication templates and initiated long-term quality improvement plan
• Administrated over 20 + hires over 16 month period to ensure training volume requirements are met.
• Led Content Development team as interim Head and continue to extensively collaborate and enhance content deliverables for quality
• Curate, Monitor and Deploy communication related Customer Experience initiatives in English, Hindi and Regional Languages in form of announcements across network
• Liaise with regulatory authorities to ensure awareness of public interest and government initiatives e.g. Armed Forces Flag Day Fund, Azadi Ka Amrit Mahotsav and India@75

Role

• Lead teams including 02 people managers for all Language Training requirements in an 25000+ strong organisation. including new hire language and communication training for Cabin Crew, Flight Crew, Airport Operations & Customer Service personnel.
• Lead development, scripting, delivery, and quality checks for all customer interaction communication (Inflight and Airport announcements)
• Lead Aviation English Language Proficiency Testing & Training policy and operations for IndiGo pilots and external customers ( approved by the Directorate General of Civil Aviation)
• Identify, coordinate and develop non-technical skill development programs for IndiGo employees
• Draft, review and approve learning related communication
• Accountable for all Inflight services (Cabin Crew) Communication skill assessments at hiring.

Achievements

• Established a brand new ancillary revenue stream (previously unidentified) for the organisation with Aviation English Testing & Training
• Coordinated and participated he first Aviation English Examiner Certification in country
• Conducted Inflight announcement delivery training for over 3800 + pilots in unprecedented Flipped Classroom delivery system.
• Closely supervised and supported transition to virtual training for all in-person training establishment.

Role

• Led and managed a 4 member team of communication trainers.
• Drafted, edited, and approved written content shared by trainers.
• Conducted periodic training needs analysis for voice skills for IFS and Flight Ops.
• Coordinated development and roll out of training solutions to address above stated gaps for IFS
• Delivered pre-hire training (as required)
• Delivered Voice Training for the Flight Operations team (as required & planned with them)
• Coordinated and ensured Company Manuals pertaining to voice training are updated
• Coordinated and monitored corrective developments and action plans for IFS and AO&CS staff.
• Conducted communication skill pre-hire evaluations for Human Resources Recruitment preliminary interview phases for Cabin Attendants and Airport Operations
• Up-skilled team members & developed self on related professional skills
• Researched training visual aids, audio aids, and latest technology
• Delivered Communication training for new hires (IFS, AO&CS, and Flight Ops)

Achievements

• Successfully developed assessment & training polices and procedures including manuals and supporting documents for an Aviation English Language Training Organisation (ELTO) and a Testing Service Provider (TSP). Resulted in receiving the 1st organisational approval by the DGCA in India for IndiGo as ELTO & TSP.
• Successfully coordinated empanelment of external vendor to conduct pre-hire communications skills training for Human Resources department at IndiGo.
• Successfully coordinated revision of IFS Ab-Initio Communication skills training modules in use at IndiGo.

Role

• Line managed and mentored up to 3 trainers formally
• Mentored (informally) more than 5 trainers across team with routine reflection and feedback sessions
• Created training plans, materials and promotional materials implemented across all product lines
• Delivered over 2000 hours of Business English, General English and Proficiency Assessment preparation programs with over 70% students receiving successful completion certificates
• Presented over 50 webinars online focusing on Communications skills and English language
• Reviewed training and promotional materials to ensure compliance with quality and branding standards
• Conducted regular quality checks and observations to ensure training quality and standards
• Developed daily social media content to increase organic audience engagement on Facebook
• Coordinated with Operations team to ensure academic operations delivery for management
• Collaborated with trainers to ensure accurate awareness of product knowledge and standard operating procedures

Achievements

• Managed a team of over 20 qualified trainers delivering 160 hour English communication course across 18 locations in New Delhi
• Consulted and coordinated 3 simultaneous TTT (Train the Trainer) programs for 6 Master trainers and over 120 teachers.
• Master trainer for 2 TTT (Train the Trainer) programs training over 80 teachers.
• Pitched and collaborated with Operations team for trainer allocation exercise allocating over 180 teachers to train across 80 locations in NCR region
• Presented a Workshop on Technology in English Language Training at 6th National Annual Conference on 'NextGen Approaches of ELT' by ELTAI in 2018
• Delivered a Language skills program to 8 nominated teachers across India as part of 'Teachers Online Professional Development Initiative'
• Delivered 3 pilot programs focusing on General English, Business English, and Proficiency preparation courses now part of range of permanent products available

Role

• Designed, prepared, and delivered high quality English language teaching ensuring learner progress at Centre and for corporate clients
• Maintained relationships with clients and customers ensuring consistent engagement
• Proficiently utilised multiple delivery platforms and resources including Virtual Learning Environments, Online Collaboration tools and Communication platforms
• Contributed to development, evaluation and improvement of training courses, materials and related services as required in consultation with client
• Conducted training needs analyses for over 40 participants from corporate clients and for over 1000 customers
• Completed training related administrative tasks to specified standards
• Actively engaged in professional development and performance management to ensure quality standards
• Supported local marketing and promotional strategy as required by counselling, demonstrating and providing client support
  

Achievements

• Delivered Business communication skills programs to over 40 management trainees from leading Hospitality brand.
• Designed and implemented writing skills program for major multi national financial organisation
• Nominated as first certified online trainer/e-moderator to join online teaching pilot project
• Qualified to pursue prestigious Cambridge Delta professional qualification
• Completed certificate course for E-moderation and Online Teaching

Role

• Managed Academics and Operations for corporate client delivering 3 month employability skills program to over 300 trainees for 3 consecutive cycles with 4 active trainers
• Contributing to Business development initiatives including client pitches and recruitment
• Monitored counselling and advising procedures for customers including proficiency assessments, interviews
• Mentored, observed, and supported less experienced and newly qualified trainers
• Created content and developed courses specifically designed for client/customer needs

Achievements

• Secured continued engagement with client through delivery and outcomes for 2 consecutive cycles
• Ensured academic quality and smooth operations successfully ensuring continued relationship with diplomatic client
• Designed and delivered multiple promotional experiential sessions to increase audience engagement and build brand and customer relationships

Role

• Designed, prepared, and delivered high quality customised English language courses to closed and open groups of learners
• Maintained relationships customers ensuring consistent engagement and continued business
• Completed training related administrative tasks to specified standards
• Actively engaged in professional development and performance management to ensure quality standards
• Supported marketing, promotional, and business development initiatives

Achievements

• Nominated Teacher coordinator for offsite program
• Promoted to Senior Manager - Training overseeing B2B operations

Role

• Provided coaching and feedback to enhance customer management performance
• Analysed the coaching / training needs of customer managers & supported them with delivery
• Participated in calibrations to ensure consistent scoring and feedback delivery
• Developed action plans for further improvement and flagged underperformance

Role

• Ensured high productivity meeting quality standards
• Maintained compliance with underwriting policies
• Recorded customer information and determined eligibility based on requirements
• Upsold and Cross sold value adds and other lines of products
• Counselled customers in non-advisory manner explaining procedures; answering questions; providing information.
• Maintained communication equipment by reporting problems
• Accomplished sales and organisation mission by contributing to and above standard productivity and average call handling times (AHT)
  

Achievement

• Nominated and received 'Numero Uno' Award for Q1 2009 for productivity, teamwork and quality

Role

• Coordinated with all concerned departments to meet guest needs and requests
• Demonstrated in-depth knowledge to answer questions on menu selections and product availability.
• Maintained hotel records with qualitative date and profiles
• Conducted in room check-in process in fast and efficient manner, meeting standards of quality
• Proficiently operated point of sale software and property management software and cascaded training to peers
• Logged all information, updates and instructions and ensured proper handover
• Strictly adhered to and ensured accountability for all compliance requirements

Achievements

• Nominated multiple times to assist and serve high profile / celebrity guests
• Nominated to mentor peers on product knowledge and rapport building techniques