Safina Shaikh

• Creating and Managing Training Calender for Adani Airport Holding employee / associate payroll staff and all Stakeholders at SVPI Airport for Behavioral trainings.
• Managing Compliance training record for all employees.
• Conducting Behavioral and softskills trainings .
• Facilitate end-to-end needs for all external training programs.
• Evaluated the effectiveness of training programs using key performance indicators and adjusted content as needed.
• Conducted thorough needs assessments for individual departments to tailor training solutions accordingly.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Selected and assigned instructors to conduct specific training programs.

Overlapping Freelance Experiences:

• 2015 April-2016 March IGIA Academy: Ground Handling procedures, GDS, Communication Trainer
• 2016- 2023 Panache Academy: Travel and Tourism/ GDS trainer/ Sessions for Diploma/BBA ( Online and Offline)
• Between 2018-2022: 4 Batches with Indus University of GDS/ Travel and Tourism/ Aviation BBA (online and Offline)
• 2017-2018: Travel and Tourism and Airline ground Handling procedures with UAA- Universal Air Hostess Academy
• October 2018-March 2019: Guest Relationship Executive worked with VFS Global for Privilege Programe

Profile Outline:

• Learned new skills and applied to daily tasks to improve efficiency and productivity , completed 3000+ hours of class room training and 320+ hours of online training.
• Carried out day-to-day duties accurately and efficiently.
• Participated in team-building activities to enhance working relationships.
• Conducting Class room training in full range of curriculum.
• Be logical and clear in presentation of lesson plan and use various teachings aids, resources and activities for reaching learning objective.
• Keep everyday record of attendance and progress of students.
• Maintain program and course student learning outcomes and assessment processes.
• Maintain current knowledge of industry through continuing professional development.
• Conduct Mock interviews and prepare students for recruitments
• Collaborate and co-operate with administration team in maintaining Industry Grooming and punctuality standards for students.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Trained junior team members in customer service , Ticketing and Global Distribution System- SABRE
• Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Increased customer satisfaction by resolving issues.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Worked flexible hours across night, weekend and holiday shifts.
• Actively listened to customers, handled concerns quickly and escalated major issues to Manager.
• Coordinating with Travel agencies for group requests and providing bulk rates.
• Traveling to other cities in Gujarat State when needed to train staff for new procedures.
• Travelling to Pan India Network when staff shortage.
• Cash Handling
• Over looking and Maintaining the office cleanliness and hygiene.

• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Delivering the highest level of Customer Service at all customer touch points.
• Constant liaison with Check-in, Boarding Gate, Ramp, Cargo, Lounge.
• Supervising service partners’ activities for the smooth acceptance of passengers.
• Directing Arriving/Departing passengers to respective areas such as Arrival Hall, Transfer Area, Departure Gate, and Lounge.
• Checking entry requirements (visas, residence permits) are met
• Coordinating with Cargo, fueling company, Baggage Make up Area, aircraft loading team, catering suppliers for a smooth turnaround
• Performing pre- and post-flight administration duties
• Handling baggage claims.
• Ticketing domestic and international itineraries. Providing fare quotes for groups.

• Helped large volume of passengers every day to ease their airport procedure with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Contacted customers to return routine and general calls promptly.
• Handled domestic Ticketing.
• Checking of valid mandatory travel documents.
• Handles daily cash and flight meal sales reports.
• Created daily and monthly reports using Microsoft excel .
• Directing Arriving/Departing passengers to respective areas such as Arrival Hall, Transfer Area, Departure Gate, and Lounge.
• On average daily 250 passengers handled at check-in counters
• Entered customer information into customized computer system with Radix to document and organize client records

• Supported VIP guests and kept staff apprised of specific requests.
• Educated guests about available amenities and coordinated delivery of desired services.
• Reviewed guest paperwork and resolved problems promptly.
• Monitored staff for guest services competency and efficiency in responding to individual needs.
• Contacted guests to check on satisfaction and inquire about improvement suggestions.
• Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
• Developed new ideas to drive cost-effective guest amenities.
• Promoted teamwork and quality service through daily communication and coordination with other departments.