Kalpna Jishtu
Aviation
New Delhi
Summary
Proven leader in customer service and relationship management, excelling in roles at Air India SATS and Jet Airways. Expert in complaint resolution and CRM, enhancing customer satisfaction and loyalty through effective problem-solving and staff management. Demonstrated ability to improve service delivery, achieving significant results in customer relations and team cohesion.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Air India SATS
05.2021 - Current
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Cabin Crew
Jet Airways
06.2014 - 05.2018
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Led safety demonstrations before each flight, educating passengers on proper use of equipment and emergency exits.
- Assisted passengers with special needs, providing personalized care and support throughout the flight.
Education
Bachelor of Arts - Arts
HPU
Shimla 04.2001 -
Skills
Customer Service
Complaint resolution
Customer Relationship Management (CRM)
Problem-Solving
Service Delivery Optimization
Workflow Management
Training and mentoring
Staff Management
Customer Relations
Grooming
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Certification
Certified Makeup Artiest by Lakme
Timeline
Customer Service Manager
Air India SATS
05.2021 - Current
Certified Makeup Artiest by Lakme
03-2021
Cabin Crew
Jet Airways
06.2014 - 05.2018
Bachelor of Arts - Arts
HPU
04.2001 -
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