Hi, I’m
Krati Srivastava
Gurgaon ,Haryana
Summary
Driven and resourceful professional with 10+ years of International experience. Organized, dependable and successful at managing multiple priorities with a positive attitude. Focused on maximizing customer satisfaction by providing trainees with knowledge, training , support and inculcating a mindset that aligns with the brand value and vision of an organization
Overview
12
years of professional experience
7
Certifications
Work History
M3MGurgaon
EA & CRM Service Trainer
05.2022 - 10.2022
Job overview
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Delivered in-depth training to CRM team in food preparation and customer-facing roles to promote strong team performance.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Evaluated personnel workloads to support capacity planning.
- Created and deployed successful strategies to boost service performance, streamline food prep processes and reduce waste.
- Analyzed team performance and identified opportunities for additional training.
- Worked with qualified chef to diversify menu with new offerings.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Planned operations to effectively cover needs while controlling costs and maximizing service.
- Collaborated with management to ascertain concerns, needs and expectations from training and utilized feedback in training development.
- Performed research on implementation and success of training methods and techniques to create well-rounded skills and service development program.
- Monitored outcomes and general level of success of training and reported findings to management.
- Applied interpersonal and motivational skills to facilitate program engagement and promote adherence to principles taught during training.
- Designed manuals to hand out to groups during training.
- Developed effective training plans based on service requirement ,department needs and objectives.
- Introduced standardized training for cohesive learning environments.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Handled confidential and sensitive information with discretion and tact.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Conducted research and analyzed data to provide detailed reports on various business topics.
- Facilitated training for all departments across M3M.
- Worked with senior management to initiate new projects and assist in various processes.
- Created and managed office systems to efficiently deal with documentation.
- Wrote reports and executive summaries .
- Organized meeting and took detailed notes for later dissemination to key stakeholders.
- Streamlined operations and prioritized tasks, allowing staff to increase productivity.
- Updated and maintained confidential databases and records.
Qatar AirwaysDoha
Cabin Services Director
09.2011 - 10.2019
Job overview
- Delivered in-depth training to crew in food preparation and customer-facing roles to promote strong team performance.
- Trained the crew on Galley management, food hygiene, food plating technique, waste management, sector specific service delivery and importance of service delivery.
- Briefed and trained crew on galley loading for optimizing time, efficiency keeping in mind the overall safety.
- Closely monitored the service delivery in first and business class.
- Trained crew on heating of meals , stacking and service delivery in economy cabin to maintain on time service without compromising the service standards.
- Trained crew on bar products , wine paring, cocktail and beverage knowledge , beverage delivery and concepts of alcohol.
- Curated and suggested food menu for EY, JC and FC. Also identified special menu requirement for special flights and holidays.
- Analyzed training requirements of crew members to identify areas for improvement, bridge gap and provide resources.
- Evaluated value of training programs to determine achievement of desired outcomes, applying necessary modifications.
- Developed job-specific competencies and performance standards.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Provided coaching and mentoring to employees.
- Resolved passenger conflicts and medical emergencies during flights.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Partnered with flight department to meet inflight and station operational obligations.
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Maintained and completed administrative records and documents to meet company requirements.
- Championed safety, customer experience and associate programs to foster well-being and achieve corporate compliance.
- Engaged flight attendants by creating and fostering personal relationships with crew members.
- Held flight attendants accountable to service expectations to meet company and regulatory standards.
- Demonstrated leadership skills in managing projects from concept to completion.
- Gained strong leadership skills by managing projects from start to finish.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Analyzed quality and performance data to support operational decision-making.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Generated standard and custom reports to provide insights into business performance.
- Collaborated with stakeholders to identify business needs and data sources.
- Worked on tools like " IDEAS", "SAC", "EDIP" and "FUEL"
- Delegated "SMART" goals to generate business revenue.
- Coach and led team to inspire behavior that align with the brand value of the organization.
- Built strong relationships with internal and external customers to ensure an excellent customer service experience.
- Developed and implemented plans to improve recruitment process.
- Developed recruiting strategies to identify qualified candidates and build network.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Gathered and organized materials to support operations.
- Used job-related software to draft and finalize written correspondence and documentation.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Responded to queries from department of SOP /safety /Aviation and addressed the concerns.
- Produced training materials and gathered resources to equip crew members with learning opportunities.
- Designed and executed training programs for new and existing crew members to provide knowledge, skills and techniques in performing tasks.
- Built and maintained professional relationships with vendors and suppliers.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Established and maintained quality control standards.
SpicejetDelhi
Cabin Crew
07.2010 - 08.2011
Job overview
- Followed SOP to promote safe environment for travelers and maintain service standards.
- Conducted pre-flight safety, Inflight and post flight duties as per SOP.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Ensured safety and comfort of customers onboard aircraft.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Resolved passenger conflicts and medical emergencies during flights.
Education
Monad UniversityIndia
Bachelor of Commerce from Accounting And Business Management
04.2011 - 06.2014
Saint Francis Convent CollegeIndia
Secondary Education from Science
03.2006 - 04.2007
Skills
Business writing
Office management
Strategic planning
Risk management
Report writing
Employee training and development
Policy Formulation
MS Office
Teamwork and Collaboration
Planning and Coordination
Interpersonal Communication
Organization and Time Management
Training and mentoring
Certification
Inspiring Leadership through Emotional Intelligence
Accomplishments
- Brand ambassador for Qatar Airways and conducted special recruitment drive for Indian Sub continent.
- Awarded the best Cabin services Director award for overall customer satisfaction.
Timeline
EA & CRM Service Trainer
M3M
05.2022 - 10.2022
Designing the Organization
09-2021
Weight Management -Beyond balancing Calories
06-2021
Stanford Introduction to Food and Health
09-2020
The science of well being
08-2020
Nutrition and lifestyle
08-2020
Application of Every Day Leadership
05-2020
Inspiring Leadership through Emotional Intelligence
12-2019
Cabin Services Director
Qatar Airways
09.2011 - 10.2019
Monad University
Bachelor of Commerce from Accounting And Business Management
04.2011 - 06.2014
Cabin Crew
Spicejet
07.2010 - 08.2011
Saint Francis Convent College
Secondary Education from Science
03.2006 - 04.2007