HEENA MAL
Summary
Skilled Premium Services Supervisor with a strong background in overseeing premium customer services and operations. Boasts proven abilities in team leadership, customer relationship management, and process improvement. Demonstrates exceptional problem-solving skills and the ability to enhance service quality. 13+ years of Experience in Aviation.
Overview
13
13
years of professional experience
Work History
Premium Service
Air India
01.2022 - Current
- Ensured timely Meet and Assist services for VIP customers, such as Cabinet Ministers, and Members of Parliament.
- Managed relationships with VIPs, CIPs, and their protocols.
- Achieved error-free handling of customer queries and ensured a problem-free experience for customers in the Premium Lobby at Airport.
- Acknowledged customer complaints and provided satisfactory solutions in a timely manner at the Check-In counter, especially related to CLUB VISTARA.
- Maintained grooming duties at the Delhi station.
- Conducted comprehensive LMS training sessions for Club Vistara as the SPOC at Delhi Airport.
- Ensured compliance with SOPs by maintaining clear communication channels through regular briefings.
- Conducted regular performance reviews to assess individual team member progress.
- Maintained positive working relationship with fellow staff and management.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
Cabin Crew
Air India
01.2018 - 01.2022
- Company Overview: Boeing- 777
- To provide complete information about the safety measures in case of emergency situations during flights
- Greeting customers in a polite manner when they board flight and at the end of their journey
- Knowledge of checking safety and security in the cabin before the flight takes off
- Taking care of tricky issues and situations
- Ensured the safety of passengers during the flight
- Offering food and beverage services to the passengers
- Taking down the instructions about special passengers and with disabilities
- Reporting the supervisors on serious issues
- Boeing- 777
Sr. Customer Service Executive
Indigo Airlines
01.2012 - 01.2018
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaint at Check-In counter, Boarding gates and Arrivals
- Contribute to team effort by accomplishing related result as needed
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Giving system training & soft skill training
- Managing CSR activities
- Handle Arrivals, Baggage Claim area and reports of missing baggage's
- Worked in Co-ordination (Part of OCC)
- Making of Apron Chart for Planning and executing the daily operational plan and flight operations for all scheduled and non-scheduled aircraft movements with the objective of on-time operations within the parameters of official rules and regulations as well as corporate policies and requirements
- Monitoring, coordinating and controlling the airline operation and its resources on the day of operations
- Maintaining of Excel sheet data for all flights routing and Managing operational control of the airline when unplanned operations occur, such as those caused by adverse weather, aircraft or other technical problems, airport or air traffic control problems, and labor issues
- Making last minute changes in routings as Informed by OCC and informing same to all the departments
- Updating of Delay Portal
- Informing Bay changes and flight landings as per radar
Education
Graduate -
Delhi University
01.2010
Diploma -
Aviation and Hospitality Management
Skills
- Strong analytical skills
- Customer Relationship Management
- Team Training
- Team Management
- Keeping calm in conflict
- Remarkable patience
- Motivational skills
- Written communication skills
- Verbal communication skills
- Staff Training and Development
Timeline
Premium Service
Air India
01.2022 - Current
Cabin Crew
Air India
01.2018 - 01.2022
Sr. Customer Service Executive
Indigo Airlines
01.2012 - 01.2018
Graduate -
Delhi University
Diploma -
Aviation and Hospitality Management