Shagun Verma
Delhi
Summary
Results-driven aviation professional with extensive experience in operational management and multitasking to enhance organizational efficiency. Proven team leader recognized for exceptional communication skills and time management abilities. Successfully overseen employee performance, fostering talent development to boost overall team productivity. Career goals include leveraging these skills to drive further improvements in aviation operations.
Overview
11
11
years of professional experience
Work History
Assistant Manager, Non-Voice
Air India
Gurgaon
2024.11 - Current
- Supervised team of non-voice associates to boost operational efficiency.
- Coordinated with other departments to ensure smooth flow of operations.
- Developed data driven insights to optimize operational processes, improve resource allocation and enhance overall team's performance.
Assistant Manager, Customer Experience (Loyalty)
Vistara-TATA SIA Airlines
Gurgaon
2023.11 - 2024.11
- Mentored team of non-voice executives specializing in frequent flyer program.
- Initiated and developed new strategies for loyalty member's acquisition and retention.
- Collaborated with team and internal departments to optimize customer experience.
- Executed consistent performance assessments to pinpoint areas for enhancement.
- Ensured cohesive operations through effective teamwork among various departments and partners.
- Advanced the differentiation of loyalty initiatives.
Senior Associate- Customer Grievance
Vistara- TATA SIA Airlines
Gurgaon
2021.09 - 2023.10
- Worked on providing first response resolutions to complaints addressed to top management and legal escalations within a specified time frame.
- Served as Nodal Officer and facilitated communication between DGCA and company to resolve customer issues.
- Facilitated improved product and process development through detailed data collection based on customer feedback.
Reservations Associate
Interglobe Air Transport (GSA-Virgin Atlantic Airways)
Gurgaon
2019.05 - 2020.12
- Provided customer service by responding to telephone inquiries.
- Handled booking requests from both central reservation system and walk-in guests.
- Handled billing and processed payments for reservations.
- Resolved customer complaints in a professional manner while upholding company standards for service quality.
Reservations Executive
KLM Royal Dutch Airlines
Gurgaon
2013.08 - 2018.04
- Assisted customers via calls and emails, delivering information regarding flight reservations.
- Assisted customers with changes or cancellations of existing reservations.
Education
Bachelor of Arts - English Honors
University of Delhi
Delhi2013-06
Travel Tourism And Airport Handling
YMCA
New Delhi2013-07
Italian Language
Michelangelo School of Arts
Florence, Italy2018-12
Skills
- Expertise in grievance resolution
- Strong Communication Skills
- Stakeholder Collaboration
- Domain Proficiency
- Task delegation
Timeline
Assistant Manager, Non-Voice
Air India
2024.11 - Current
Assistant Manager, Customer Experience (Loyalty)
Vistara-TATA SIA Airlines
2023.11 - 2024.11
Senior Associate- Customer Grievance
Vistara- TATA SIA Airlines
2021.09 - 2023.10
Reservations Associate
Interglobe Air Transport (GSA-Virgin Atlantic Airways)
2019.05 - 2020.12
Reservations Executive
KLM Royal Dutch Airlines
2013.08 - 2018.04
Bachelor of Arts - English Honors
University of Delhi
Travel Tourism And Airport Handling
YMCA
Italian Language
Michelangelo School of Arts