Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Languages
Timeline
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Nazneen Shaikh

Mumbai

Summary

Dynamic Sr. Team Lead at Etraveli Group with a proven track record in project management and process improvement. Achieved 95% quality scores while leading cross-functional teams. Skilled in airline ticketing and employee training, I excel in enhancing customer satisfaction and driving operational excellence. Recognized for accountability and cooperation in high-pressure environments.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr. Team Lead

Etraveli Group
01.2022 - 03.2024
  • Successfully launched end-to-end Chat & Call process for the Schedule Change department.
  • Sole Point of Contact (SPOC) for creating and executing the VI Project to improve processes.
  • Achieved 95% quality scores in service delivery.
  • Received the "Value Award - 2021" for exhibiting the value Accountability & Cooperation.
  • Supervised team performance, ensuring adherence to quality and customer satisfaction.
  • Played a key role as a During the acquisition of Flight Network by Etraveli Group, assisting in seamless transition and process alignment.

Sr. Consultant, Schedule Change Department

Alp Consulting Ltd.
03.2015 - 12.2021
  • Company Overview: (Client: Flight Network)
  • Managed critical schedule changes with a high level of accuracy.
  • Maintained quality control and ensured error-free communication with customers.
  • Supported continuous process improvements and trained junior team members.
  • (Client: Flight Network)

Sr. Associate, Pilot Batch - Expedia Process

WNS Global Services
10.2012 - 09.2014
  • Handled ticketing and schedule change requests for the North American sector.
  • Ensured accurate booking adjustments and seamless customer experience.

Ground Handling Agent

Kingfisher Airlines
02.2010 - 10.2011
  • Managed domestic and international ticketing and reservations.
  • Handled check-in, arrival, and departure procedures with attention to detail.

Representative, Singapore Airlines

Livewell Aviation Services Pvt. Ltd.
03.2009 - 01.2011
  • Oversaw departure and arrival handling for Singapore Airlines at the airport.
  • Delivered professional ground support services ensuring on-time operations.

Education

Bachelor of Commerce -

Kamla Mehta College of Commerce

HSC -

Little Angels Junior College

SSC -

Peoples Welfare English School

Skills

  • Airline Ticketing and Reservations
  • Project management
  • Process improvement
  • Employee training
  • Performance monitoring
  • Conflict resolution
  • Team leadership
  • Quality assurance
  • Chat and Call Process Setup
  • Cross-functional team leadership
  • Report exceptions
  • Evaluating employee work
  • Influencing skills

Certification

  • Diploma in Ground Handling Services
  • One-Year Diploma in Aviation, Hospitality & Travel Management - Frankfinn Institute

Accomplishments

  • Value Award Winner - 2021, Etraveli Group
  • Led the successful launch of Call and Chat operations in the Schedule Change department, with a 95% quality score
  • Contributed ideas to the RL Project, supporting automation, and efficiency enhancements

Hobbies and Interests

  • Travelling and exploring new cultures
  • Learning new skills, tools, and technologies

Languages

Hindi
First Language
English
Advanced (C1)
C1
Marathi
Beginner
A1

Timeline

Sr. Team Lead

Etraveli Group
01.2022 - 03.2024

Sr. Consultant, Schedule Change Department

Alp Consulting Ltd.
03.2015 - 12.2021

Sr. Associate, Pilot Batch - Expedia Process

WNS Global Services
10.2012 - 09.2014

Ground Handling Agent

Kingfisher Airlines
02.2010 - 10.2011

Representative, Singapore Airlines

Livewell Aviation Services Pvt. Ltd.
03.2009 - 01.2011

Bachelor of Commerce -

Kamla Mehta College of Commerce

HSC -

Little Angels Junior College

SSC -

Peoples Welfare English School

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Nazneen Shaikh