SALAJA K.G
Customer Experience Manager
Kochi
Summary
Result-driven Customer Experience Manager with over 20 years of experience in customer experience, operations management, service excellence, aviation, healthcare, training and team leadership. proven expertise in establishing and optimizing customer service operations, leading cross-functional teams, implementing CRM-driven processes, enhancing patient and customer journeys and improving service quality. Strong background in operations ,stakeholder management, staff training, process improvement, regulatory compliance. and strategic planning. Adept at driving customer satisfaction, operational efficiency, and business growth through data-driven decision-making and continuous service excellence.
Overview
5
5
Languages
27
27
years of professional experience
Work History
Customer Experience Manager
Bliss Healthcare
Kochi
2026.03 - Current
- Led the implementation of a Customer Relationship Management (CRM) system, streamlining patient interactions, lead management, follow-ups, and reporting to improve operational efficiency.
- Developed and implemented customer feedback systems to enhance service delivery.
- Cultivated supportive team environment fostering open communication, collaboration, and continuous learning to enhance team performance.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Collaborated with product development team to incorporate customer feedback into future product iterations.
- Developed SOPs and trained staff on quality processes to ensure consistent service delivery.
- Increased employee retention through effective training and mentorship programs.
- Established and operationalized a centralized Call Centre, including process design, team coordination, workflow implementation, and performance monitoring.
- Analyzed customer journey data to identify pain points, leading to targeted process improvements.
Centre Manager
Global Flight Handling Services Pvt Ltd
Kochi
2025.06 - 2026.02
- Manage complete Centre Operations, including academics, admissions, marketing, compliance and administration.
- Drove student enrollment and sales performance through counselling, lead management, and targeted promotional strategies.
- Planned and executed digital and offline marketing campaigns, including, promotional videos and social media content.
- Coordinated with external agencies for advertising, branding, and marketing initiatives to enhance outreach and engagement.
- Conducted career seminars, workshops and presentations at school and college to promote aviation programme.
- Prepared operational, sales and compliance reports for management review.
- Compiled operational, sales, and compliance reports for management review to support data-driven decision-making.
- Represented the organisation in legal matters and dispute resolution, coordinating with concerned parties to resolve issues efficiently and minimize the risk.
- Handled legal certifications, approvals and documentation ensuring adherence to aviation training standards and regulatory requirements.
Consultant Trainer / Aviation Instructor
Skyford Academy , CIAL Academy, Nirmala College Chalakudy
2014.01 - 2025.05
- Designed training module content to meet specific assignment objectives, enhancing relevance and engagement.
- Formulated and presented training programs to boost participant skills and knowledge retention.
- Formulated and presented training programs to enhance participant skills and improve knowledge retention.
Head- Customer Services
BWFS India Pvt Ltd
2009.04 - 2010.11
- Led setup of project at Cochin International Airport, facilitating smooth operational launch. Assist in the preparation of each new season and review the daily operational needs. Developed Customer Service Department and operational guidelines to enhance service delivery. Monitored adherence to international quality standards, ensuring compliance across operations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Customer Services Supervisor
Jet Airways Ltd
2008.02 - 2008.07
- Supervised shift operations to maintain safe and efficient service. Facilitated communication between departments for effective flight routing. Reported customer grievances to corporate office promptly. Conducted SABRE software training sessions to enhance team skills. Employee onboarding.
- Led customer service initiatives to enhance client satisfaction and loyalty across all service channels.
- Developed and implemented training programs for staff to improve service delivery and operational efficiency.
- Analyzed customer feedback to identify trends and recommend strategic improvements to services offered.
Supervisor
Paramount Airways
2006.12 - 2008.02
- Supervised daily operations ensuring compliance with safety regulations and company policies.
- Monitored staff performance, providing feedback and support to ensure quality service delivery.
- Coordinated training programs to enhance team performance and operational efficiency.
Customer Service Officer
Sahara Airlines Ltd
2004.03 - 2006.12
Ground Hostess
Kuwait Airways
2001.04 - 2002.01
Reservation and Ticketing Agent
Emirates Airlines
2001.01 - 2001.03
Station Assistant
Srilankan Airlines
2000.07 - 2001.01
Customer Service Agent
Gulf Air
2000.02 - 2000.07
Education
Bcom -
M.G.University
Kerala1997-01
Skills
- Operations management
- Staff leadership
- Process coordination
- Team scheduling
- Operational reporting
- Strategic planning
- Customer relations
Interests
Travelling, Reading, Communicating with people
Timeline
Customer Experience Manager
Bliss Healthcare
2026.03 - Current
Centre Manager
Global Flight Handling Services Pvt Ltd
2025.06 - 2026.02
Consultant Trainer / Aviation Instructor
Skyford Academy , CIAL Academy, Nirmala College Chalakudy
2014.01 - 2025.05
Head- Customer Services
BWFS India Pvt Ltd
2009.04 - 2010.11
Customer Services Supervisor
Jet Airways Ltd
2008.02 - 2008.07
Supervisor
Paramount Airways
2006.12 - 2008.02
Customer Service Officer
Sahara Airlines Ltd
2004.03 - 2006.12
Ground Hostess
Kuwait Airways
2001.04 - 2002.01
Reservation and Ticketing Agent
Emirates Airlines
2001.01 - 2001.03
Station Assistant
Srilankan Airlines
2000.07 - 2001.01
Customer Service Agent
Gulf Air
2000.02 - 2000.07
Bcom -
M.G.University