Ira Gupta
Customer Experience
New Delhi
Summary
Versatile professional with 8+ years of experience with demonstrated history in customer service Domain with Customer First mindset . A thought leader with People-First attitude, excellent problem-solving skills & effective communication.
Experienced with conflict resolution, documentation management, and policy compliance. Utilizes strong communication skills to mediate disputes and foster understanding. Track record of enhancing grievance procedures and supporting organizational harmony.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Salesforce Developer
Air India
09.2022 - Current
- Helped the development team for designing salesforce process for Customer Service team.
- Designed reports and dashboards for various departments, enabling better decision making.
- Optimized day-to-day operations through the creation of workflow rules, approval processes, and process builders.
- Reduced manual data entry for the sales team by automating processes using Apex triggers and classes.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Facilitated team-building exercises to foster collaboration between department members.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
Regulatory Grievances
Air India
09.2021 - Current
- Passenger Grievance Analysis: Analyzed escalated passenger grievances, implemented timely responses, and developed corrective solutions to enhance customer satisfaction and loyalty
- Training Leadership: Successfully trained all Stations, Regions, and Country Managers on Salesforce, ensuring smooth business functionality and improved operational performance
- Amadeus Reservation Facilitator: Led training for approximately 200 employees across 10 batches in Amadeus Reservation over one year, enhancing team proficiency and service delivery
- Recognition: Received prestigious awards and recognition from leadership for outstanding contributions to customer service and operational improvements
Amadeus Reservation Trainer
Air India
02.2021 - Current
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Certified ~200 employees.
- Conducted ~20 batches in Amadeus Reservation over one year.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Boosted training session effectiveness with integration of multimedia tools.
Supervisor - Commercial Department (Group Sales)
Air India
01.2017 - 06.2021
- Contribution towards business growth with rate negotiations with agents and direct customer relationship management with ticking agencies
- Excellent customer dealing for walk-in passengers
- Empathetic Passenger handling for their Complaint management
- Travel management of groups having 50-100 passengers including VIPs & Celebrities
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Generated reports detailing findings and recommendations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Customer Care Professional
American Express
02.2016 - 12.2016
- High customer satisfaction with Real time solution to all customer queries
- Recommendations for possible financial adjustments in corporate accounts
- Suggest Process Improvements / Changes To Achieve & Ensure 'First Contact Resolution'
- Conducted trainings for new hires on system and standard operating procedures
- Trained temp and new staff members on standard application, tools and resources
- Surpassed performance metrics in key areas such as average handle time, quality assurance scores, and resolved cases per day.
- Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
- Developed strong relationships with clients through consistent follow-up, ensuring their ongoing satisfaction and loyalty to the brand.
Education
MBA - Business Management
NMIMS
BA - Arts
DU
01.2015 - 12.2015
12 - undefined
C.B.S.E Board
01.2012 - 12.2012
10 - undefined
C.B.S.E Board
01.2010 - 12.2010
Skills
Persuasive Speaking
Effective Communication
Time Management
Interpersonal Skills
Analytical Ability
Excellent Written skills
Dispute resolution
Employee relations
Policy analysis
Training facilitation
Compliance monitoring
Teamwork
Problem-solving
Investigation techniques
Time management
Complaint handling
Problem-solving abilities
Multitasking Abilities
Excellent communication
Decision-making
Accomplishments
- Certified ~200 employees, conducting ~20 batches in Amadeus Reservation over one year.
- Received prestigious awards and recognition from leadership for exceptional contributions.
- Engaged as a key member of the initial Salesforce project team at Air India, contributing to the successful adoption and integration of Salesforce CRM into the organization's operations.
- Recognized as a Subject Matter Expert and go-to resource for Salesforce-related queries within the organization.
Toolsandtechnology
- AMADEUS Reservation System
- Departure Control System
- Salesforce
- MS Excel Reporting
- Microsoft Office Tool
Timeline
Salesforce Developer
Air India
09.2022 - Current
Regulatory Grievances
Air India
09.2021 - Current
Amadeus Reservation Trainer
Air India
02.2021 - Current
Supervisor - Commercial Department (Group Sales)
Air India
01.2017 - 06.2021
Customer Care Professional
American Express
02.2016 - 12.2016
BA - Arts
DU
01.2015 - 12.2015
12 - undefined
C.B.S.E Board
01.2012 - 12.2012
10 - undefined
C.B.S.E Board
01.2010 - 12.2010
MBA - Business Management
NMIMS