Jeevika Tulsija
Gurgaon
Summary
Dynamic Master Trainer at NIIT Foundation, specializing in training needs analysis and soft skills development. Led a team of trainers, enhancing course delivery and achieving over 90% student engagement. Showcased expertise in designing impactful training programs and delivering outstanding customer service, driving organizational success through strategic training initiatives.
Overview
15
15
years of professional experience
Work History
Master Trainer
NIIT Foundation
Gurgaon
10.2022 - Current
- Led a team of five trainers to ensure timely delivery of training parameters.
- Analyzed training outcomes and delivery metrics, producing reports for senior management.
- Ensured quality standards and curriculum compliance in training sessions.
- Managed batch completion processes, including assessments and certification, according to schedule.
- Executed digital campaigns to enhance enrollment processes.
- Maintained standardized training programs, delivering in-house training to 150 participants.
- Coordinated orientation for new hires on company policies and performance strategies.
- Developed and refined training courses to elevate staff performance and effectiveness.
Team Lead- Training and Development
Robotica Labs Pvt Ltd (European Airlines)
Gurgaon
04.2022 - 09.2023
- Reported on updates to project specifications and progress.
- Coached team members in techniques necessary to complete job tasks.
- Directed and supervised team of 14 engaged in airlines contact center
- Supervised 14 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Responsible for soft skills and customer support training for all employees in organization
- Taking escalation calls for all 14 employees.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
Soft Skills Trainer
Freelancer
Gurgaon
02.2018 - 12.2021
- Incorporated real-life scenarios and interactive activities to enhance participant engagement in training sessions.
- Provided constructive feedback to promote self-awareness and personal growth among participants.
- Utilized diverse instructional strategies, including storytelling and case studies, to accommodate various learning styles.
- Maintained detailed records of participant progress to identify patterns and areas for program improvement.
- Established a supportive environment that encouraged open discussions and active participation from all trainees.
- Conducted workshops for 100 individuals, fostering collaborative learning experiences.
Cabin Crew
Air India
Mumbai
02.2012 - 01.2016
- Facilitated crew collaboration by actively participating in debriefings.
- Ensured compliance with company regulations to maintain safety for travelers and employees.
- Managed challenging situations, including unruly passengers and flight delays, with professionalism.
- Identified potential issues proactively to optimize passenger experience and comfort.
- Delivered exceptional in-flight service to promptly address customer concerns.
Customer Service Assistant
Jet Airways
06.2010 - 01.2012
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
Education
Bachelor's of Education - Education
Jiwaji University
Gwalior06.2021
Diploma in Aviation And Hospitality - Air Hostess
Frankfinn Institute
Bhopal05.2008
Bachelor of Science - Computer And Information Sciences
GICT
Gwalior04.2008
Skills
- Training needs analysis
- Customer service training
- Learning management systems
- Training delivery
- Soft skills development
- BPO training
- WPPF expertise
- Professional EDGE proficiency
- Online training experience
- Training program development
- Training metric analysis
Accomplishments
- Three-year consecutive WOW cards at NIIT for exceptional performance
Software
- MS Office
- Sabr
- LMS Systems
Timeline
Master Trainer
NIIT Foundation
10.2022 - Current
Team Lead- Training and Development
Robotica Labs Pvt Ltd (European Airlines)
04.2022 - 09.2023
Soft Skills Trainer
Freelancer
02.2018 - 12.2021
Cabin Crew
Air India
02.2012 - 01.2016
Customer Service Assistant
Jet Airways
06.2010 - 01.2012
Bachelor's of Education - Education
Jiwaji University
Diploma in Aviation And Hospitality - Air Hostess
Frankfinn Institute
Bachelor of Science - Computer And Information Sciences
GICT
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