Kavya Shetty

• Establish, nurture, and maintain relationships with cross-functional key decision makers on identified accounts.
• Develop, maintain, coordinate, and execute tactical support and inside sales plans for protection and growth of assigned identified accounts.
• Coordinate and ensure effective deployment of Boeing resources necessary to ensure success of product and service solutions in assigned accounts, coordinate order entry and implementation process, resolve customer inquiries and issues, and communicate with customer proactively.
• Focus primarily on retaining core business and identifying and qualifying opportunities for new or expanded business based on explicit needs.
• Document all relevant customer information, voice of customer Salesforce.com (or other company tools), present customer voice as required to leadership and other internal stakeholders, and track and communicate progress of customer requests and concerns.
• Proactively identify potential problems and resolves them before they become issues that could impact our customers.
• Serve identified accounts as single point of contact and reference within the enterprise for assigned products/services, providing consultation, information, presentations, and conducting meetings as required.
• Support multiple customer accounts simultaneously, while prioritizing areas of focus.
• Communicate and prioritize defects and enhancements for Boeing products and Services in coordination with Portfolio Management

• Worked as a key member of project management team which is assisting Adani Enterprises in developing operational strategies, reviewing of business plans, regulatory and contractual compliance, providing advisory services for IT infrastructure and transition management along with performing asset due-diligence for 6 airports (Ahmedabad, Jaipur, Guwahati, Lucknow, Trivandrum and Mangalore).
• Have worked with various clients as bid advisor for preparing technical proposals, project plan and financial model.
• Part of KPMG working group, in executing five-year program management mandate at Kannur international airport, which included development of airline marketing, non-aero revenue enhancement and real estate monetization.
• As an audit company, there are various regulatory, statuary and legal requirements that needs to be verified before engaging with any client for advisory services. With myself driven approach, was able to comprehend requirements of pre-engagement risk management processes and become the POC for aviation team to verify pre-engagement risks.

Responsibilities:

• Managing Day to Day operations for designated area in terms of repairs and maintenance of elevators
• Ensure scheduled maintenance are taking place on time
• Control and monitor cost of material utilization
• Monitor and resolve customer complaints and ensure complaint resolution is within the company's SLA.

Achievements:

• With my self driven approach, I was able to comprehend the aspects of elevator industry in a short span and managed secure 3rd position in All India for modernization revenue, within 3 months.

Responsibilities:

• Manage regional station performance against the designated key parameters
• Station Audits
• Ensure implementation of Standard Operating procedure as documented in Ground Operations Manual

Achievements:

• Standardization of policy and process in line with the company's guidelines.
• Increase in regional ancillary revenue by 90% and On-Time performance by 80%.
• Participated as a key team member in improving critical parameters for Jet Airways like On Time Performance (OTP), Passenger Complaints/Compliments and Mishandled Baggage (MHB), thru process mapping, policy changes, developing SMART goals for the Operational team, along with constant monitoring and follow-up with Critical stations, HUB’s and other functional units like Inflight, Flight Operations, Cargo, Network Planning and Commercial.
  

Responsibilities:

• Ensuring network baggage reliability at or > 99.50%
• Implementation and ensuring adherence of laid down policy guidelines across the network
• Ensure service delivery target of 80% and beyond is met for all guest complaints pertaining to mishandled baggage
• Reviewing and introduction of best industry practice
• Maintain and review Baggage services MIS
• Management of Baggage Services Contact Centre

Achievements:

• Standardizing the Standard Operating Procedure for Contact Centre operations for Baggage Services.
• Successfully managed to align the processes as per industry standards, one of them being introduction of Claims unit both for settlement and prorate recovery, with recovery of 01 Cr, within 09 months.
• Successfully managed to reduce the mishandling baggage numbers by 10% and achieving 99.43% of network vide baggage reliability. This has ensured the airline has 2.55 bags mishandled per 1,000 passenger against current industry trend 5.57 bags mishandled per 1,000 passenger.

Responsibilities:

• Responsible for planning, co-coordinating and follow up on activities / projects relating to the office.
• Prioritize and manage multiple projects simultaneously and follow through on issues in a timely manner.
• Collate data and commercial information, analyze reports received from various sections of Flight Operations and submit summary sheet for action.
• Provide support in terms of data and analytics for departmental presentations
• Ensure systematic process is implemented and for documentation management and its retrieval.
• To interact and co-ordinate with other departments on a regular basis.

Achievements:

• Collaborating all areas of Flight operations i.e., fleet office, training, rostering, performance engineering and flight dispatch.

Responsibilities:

• Collation and analysis of OTP (On Time Performance) data.
• Analyzing the delays and taking corrective measures to ensure elimination/Reduction of future delays.
• Analyzing Winter/Summer schedule planning for requirement of additional manpower and GSE (Ground Services Equipment) requirement for various stations.
• Analyzing Safety Audit reports for all India stations. In case of any finding, follow-up for rectification and closure.
• Represented Airport Services for IOSA audit 2013-14.
• Updating of policy and procedure for Ground Operations Manual for both Jet Airways and Jetlite.
• Implementation of safety related issues in the network.
• Quarterly planning of Airport Services stationary and monitoring usage network wide.
• Was in the core team which strategized and successfully implemented Safety Management systems for Jet Airways which included cargo, ground operations, flight operations and inflight services, along with successfully clearing the biyearly IOSA audit for Jet Airways.

Achievements:

• Initiated and streamlined hazard reporting for Ground Operations.
• Reduced operating stationary cost by 20% by disposing unused/redundant stationary and introducing standard format for monthly request post HQ's approval.
  

Responsibilities:

• Compile and summarize data pertaining to Manpower, Equipment, Service Ratings, etc.
• Coordination with other departments with regards to various requisitions.
• Conduct briefings/trainings for World Tracer (Baggage Tracing Software).
• Conduct workshops for various airports with respect to Baggage handling.
• Conduct audit checks on all lost & found sections at various airports to ensure proper documentation and compliance in procedures and service standards.
• Will be responsible for handling customer complaints and claims relating to mishandled baggage and resolving the same within the stipulated time period.
• Prepare presentations for various meetings and support the department in various time bound projects.
• Responsible for upgrading and maintaining Ground Operations Policy and Process Manual, as per Industry Standards
  
• Was part of the core team at Jet Airways which managed new station setup and has single handedly managed successful cutover of new stations Kuwait, Dhaka and Brussels Airports.

Achievements:

• Initiated and streamlined various operational reports, most important being the baggage services report.
• Implemented mishandled baggage redressal unit by setting up specialized contact centre for baggage services and central baggage unit at head quarters.

Responsibilities:

• Supervision of check-in counters, boarding hall, arrival hall.
• Supervision of staff and handling various passenger-related queries.
• Ensure On-time performance and process adherence.

Achievements:

• Have been awarded best staff consecutively for 02 years.

Responsibilities:

• Conversant with ticketing and reservation procedures for domestic and international sectors.

Responsibilities:

• Maintenance and updating of muster and leave records, of staff in Cargo department.
• Maintenance and updating of Employee database, for Cargo department.
• Preparation of overtime data and handling staff queries related to payroll.
• Helping the manager in various projects and preparing power point presentations for the same.
• Assisting in preparing MIS reports.