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
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
Employee training
Customer service operations
Customer satisfaction focus
Root cause identification
Standard operating procedures development
Performance evaluation
Conflict resolution management
Email template development
Cross-functional collaboration
Reporting proficiency
Cross-departmental collaboration
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