Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
AdministrativeAssistant
NICOLA LOYOLA

NICOLA LOYOLA

Summary

Dynamic and accomplished professional with over 20 years of expertise in customer service, quality assurance, training, and airline operations, specializing in the BPO and travel sectors. Proven track record in driving call quality improvements, streamlining processes, managing escalations, and enhancing customer satisfaction across diverse teams and geographies. Adept at fostering collaborative environments that promote operational excellence and elevate service standards. Committed to leveraging extensive industry knowledge to deliver exceptional results and exceed organizational goals.

Overview

24
24
years of professional experience
4
4
Certifications

Work History

Senior Manager – Quality & Training

One Verse
01.2025 - 06.2025
  • Led onboarding and soft skills training programs
  • Implemented QA frameworks; analyzed quality data to improve CX
  • Drove compliance and collaborated on RCA with operations

Senior Manager – Quality

Trip Jack Online
03.2018 - 01.2025
  • Developed quality standards across voice, email & support teams
  • Resolved escalations during COVID lockdown (India West Zone)
  • Partnered with AI firm to enhance CX
  • Led call calibration, training plans, and QA for premium clients

Senior Customer Sales & Service Agent

Emirates Airlines
03.2008 - 06.2014
  • Managed global customer queries (email & voice)
  • Oversaw documentation checks, special service requests, baggage claims
  • Coordinated with support departments for seamless passenger experience

Team Leader

WNS Global Services (Travelocity Process)
05.2004 - 10.2007
  • Led a travel reservations team; ensured SLA adherence
  • Conducted QA checks, coaching, and attrition management

Customer Support Specialist

Daksh E-Commerce (Delta Airlines)
10.2003 - 03.2004
  • Supported Delta Airlines bookings and staff travel assistance

Standards & Specifications Supervisor

Emirates Flight Catering, Dubai
08.2001 - 08.2003
  • Maintained airline food quality for 90+ clients; managed VIP catering

Education

Diploma - Hotel Management & Catering Technology

IHMCT

B.A. - Sociology & Psychology

Sophia College

Skills

Quality assurance expertise

Certification

Six Sigma Certification – Yellow Belt & White Belt

Accomplishments

  • Chalet Manager, Dubai Air Show 2001
  • Assistant MC, 36th All India Hotel & Restaurant Convention (FHRAI)

Timeline

Senior Manager – Quality & Training

One Verse
01.2025 - 06.2025

Senior Manager – Quality

Trip Jack Online
03.2018 - 01.2025

Senior Customer Sales & Service Agent

Emirates Airlines
03.2008 - 06.2014

Team Leader

WNS Global Services (Travelocity Process)
05.2004 - 10.2007

Customer Support Specialist

Daksh E-Commerce (Delta Airlines)
10.2003 - 03.2004

Standards & Specifications Supervisor

Emirates Flight Catering, Dubai
08.2001 - 08.2003

B.A. - Sociology & Psychology

Sophia College

Diploma - Hotel Management & Catering Technology

IHMCT
NICOLA LOYOLA