Sailaja Chavda
B-1/502, Nakshatra Habitat flats, Manjalpur, Vadodara
Summary
MSc in International Tourism and Aviation Management with experience in customer-facing roles, including International Student Ambassador at Sheffield Hallam University. Skilled in handling high volumes of queries, resolving issues in real time, and delivering a positive service experience. Familiar with CRM systems and live chat support, with the ability to work efficiently in fast-paced, high-pressure environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
International Student Ambassador
Sheffield Hallam University
Sheffield
09.2024 - 09.2025
- Provided front desk and on-site support to international students, assisting with accommodation, transport, and campus services during onboarding.
- Managed high volumes of student queries during peak periods, ensuring accurate information and timely assistance.
- Represented the university at orientation events and help desks, delivering a professional and welcoming first-point-of-contact experience.
- Coordinated with university departments to support event operations and resolved student concerns in real time using effective communication and problem-solving skills.
Customer Experience Specialist
ETech Global Services
Vadodara
08.2022 - 08.2024
- Handled 50+ customer interactions daily via live chat in a high-volume environment, ensuring service quality and SLA compliance.
- Resolved customer complaints and escalations in real time, improving customer satisfaction and retention.
- Maintained response time and service level targets during peak hours, ensuring smooth workflow and minimal delays.
- Analyzed chat data and customer feedback to identify recurring issues and support process improvements.
Education
Master of Science - International Tourism & Aviation Management
Sheffield Hallam University
Sheffield, UK10-2025
Bachelor's Degree - Commerce
Maharaja Sayajirao University
Gujarat, India06-2024
Skills
TECHNICAL SKILLS
- CRM Systems & Customer Support Tools
- Live Chat Support & Query Handling
- Ticketing Systems (Basic Knowledge)
- Microsoft Office (Excel, Word, Outlook)
- Data Analysis & Reporting
- Process Improvement & Workflow Optimization
- Customer Service
- Communication
- Problem-solving
- Teamwork
- Multitasking
- Thrives Under Pressure
Certification
- FAA part 107 Remote Pilot Certification – LinkedIn Learning, 2025
- Airport Emergency Response Awareness (e-learning) – IATA, 2025
- Air Ticketing & Reservation Systems (Amadeus / Galileo) – Currently Pursuing
- CPR, AED & First Aid Certification – Alison, 2025
- Aviation Management and Operations – Alison, Currently Pursuing
Aviation knowledge & Projects
- Simulated airline operations, including route planning, crisis management, and team coordination.
- Study on airport congestion management in major international hubs.
- Understanding of airport operations, passenger flow, and safety protocols.
Declaration
I hereby declare that the information provided above is true and accurate to the best of my knowledge.
Timeline
International Student Ambassador
Sheffield Hallam University
09.2024 - 09.2025
Customer Experience Specialist
ETech Global Services
08.2022 - 08.2024
Master of Science - International Tourism & Aviation Management
Sheffield Hallam University
Bachelor's Degree - Commerce
Maharaja Sayajirao University