Poornima Menon
Trainer Profile
Summary
Learning & Development Professional leading OD, learning analytics, and leadership development across service-led and customer-facing teams. Designs TNA/TNI-driven interventions, onboarding, engagement, and CRM training that align workforce capability with business goals. Partners with stakeholders to improve training effectiveness, service scores, and facilitator capability.
Overview
17
17
years of professional experience
Work History
Senior Manager - Learning & Development
Casagrand Builder Private Limited
Chennai
04.2026 - Current
- Lead OD initiatives to align workforce capability with business priorities.
- Drive employee engagement programs to strengthen culture and retention.
- Conduct TNA/TNI to identify skill gaps and design targeted interventions.
- Manage talent acquisition and onboarding, ensuring smooth integration of new hires.
- Handle cross-functional teams, mentoring trainers and facilitators.
- Design and deliver leadership, CRM, and communication programs.
- Partner with stakeholders to deploy scalable learning solutions.
- Achieved 20% increase in training effectiveness and uplifted service scores.
- Leveraged Salesforce CRM for training analytics and performance tracking.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Communication & Soft Skills Trainer (Consultant)
IndiGo Airlines
Gurugram
01.2024 - 10.2025
- Facilitated communication and service-excellence workshops for customer-facing teams.
- Improved training effectiveness by 20% through stronger assessment frameworks.
- Conducted recruitment evaluations and developed digital learning modules.
- Created digital learning content and managed LMS platforms for scalable delivery.
- Collaborated with management to align training initiatives with organizational goals and culture.
- Developed and delivered comprehensive soft skills training programs for diverse employee groups.
Operations Manager & Customer Service Trainer
Le Marche Retail
Gurugram
07.2022 - 01.2024
- Designed service and communication content; improved service scores by 40% and CSAT by 25%.
- Led onboarding and team capability development through major store expansions.
- Developed training programs for staff, promoting best practices in customer service and operational procedures.
- Streamlined inventory management processes to enhance product availability and reduce stock discrepancies.
- Oversaw daily store operations, ensuring adherence to company policies and enhancing overall performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Lead Cabin Attendant
IndiGo Airlines
Delhi
10.2014 - 06.2022
- Coached crew on communication, service delivery and professional standards.
- Led teams in a high-compliance environment while maintaining service quality.
- Supervised cabin crew operations, ensuring compliance with safety protocols and service standards.
- Coordinated pre-flight briefings, optimizing communication among team members for seamless operations.
- Handled emergency situations calmly and effectively, following established protocols to ensure passenger safety.
Senior Cabin Attendant
Jet Airways
Mumbai
06.2013 - 03.2014
- Delivered premium passenger experience across domestic and international routes.
- Collaborated with cabin crew to maintain timely service delivery and operational efficiency during flights.
- Resolved passenger inquiries and concerns effectively, contributing to a positive travel experience for all guests.
- Oversaw cabin cleanliness and organization, maintaining high standards of hygiene in compliance with airline regulations.
- Supported team morale by maintaining a positive attitude, even under challenging circumstances or during long-haul flights.
Cabin Attendant
IndiGo Airlines
Chennai
02.2011 - 11.2012
- Ensured clear inflight communication, passenger comfort and consistent service delivery.
- Conducted pre-flight briefings to ensure seamless coordination among crew members, maximizing efficiency during the flight.
- Used excellent customer service skills in addressing passengers' needs.
- Demonstrated knowledge of aircraft safety features and emergency equipment.
Sales, Reservations & Communications Executive
Kingfisher Airlines
Mumbai
12.2009 - 07.2010
- Managed customer communication, reservations and service coordination.
- Developed strategic initiatives to improve customer satisfaction and loyalty programs.
- Fostered partnerships with key stakeholders to drive collaborative efforts and mutual growth.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Education
POSH Certification - Tourism And Travel Management
Indian Society For Training & Development
Delhi01-2008
TEFL Certification - International Business Management
Asian College of Teachers
Mumbai01-2009
Post-Graduate Certificate -
Kuoni Academy of Travel
Mumbai09.2009
Bachelor of Commerce Honours - International Business
Carleton University
Canada06.2008
Skills
Curriculum & assessment design
Digital learning content
Onboarding & engagement
POSH awareness training
Learning analytics
Timeline
Senior Manager - Learning & Development
Casagrand Builder Private Limited
04.2026 - Current
Communication & Soft Skills Trainer (Consultant)
IndiGo Airlines
01.2024 - 10.2025
Operations Manager & Customer Service Trainer
Le Marche Retail
07.2022 - 01.2024
Lead Cabin Attendant
IndiGo Airlines
10.2014 - 06.2022
Senior Cabin Attendant
Jet Airways
06.2013 - 03.2014
Cabin Attendant
IndiGo Airlines
02.2011 - 11.2012
Sales, Reservations & Communications Executive
Kingfisher Airlines
12.2009 - 07.2010
Bachelor of Commerce Honours - International Business
Carleton University
Post-Graduate Certificate -
Kuoni Academy of Travel
POSH Certification - Tourism And Travel Management
Indian Society For Training & Development
TEFL Certification - International Business Management
Asian College of Teachers