Summary
Overview
Work History
Education
Skills
Timeline
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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
11.2024 - 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
11.2023 - 11.2024
  • 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
09.2021 - 10.2023
  • 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
05.2019 - 12.2020
  • 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
08.2013 - 04.2018
  • 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
Delhi
06-2013

Travel Tourism And Airport Handling

YMCA
New Delhi
07-2013

Italian Language

Michelangelo School of Arts
Florence, Italy
12-2018

Skills

  • Expertise in grievance resolution
  • Strong Communication Skills
  • Stakeholder Collaboration
  • Domain Proficiency
  • Task delegation

Timeline

Assistant Manager, Non-Voice

Air India
11.2024 - Current

Assistant Manager, Customer Experience (Loyalty)

Vistara-TATA SIA Airlines
11.2023 - 11.2024

Senior Associate- Customer Grievance

Vistara- TATA SIA Airlines
09.2021 - 10.2023

Reservations Associate

Interglobe Air Transport (GSA-Virgin Atlantic Airways)
05.2019 - 12.2020

Reservations Executive

KLM Royal Dutch Airlines
08.2013 - 04.2018

Bachelor of Arts - English Honors

University of Delhi

Travel Tourism And Airport Handling

YMCA

Italian Language

Michelangelo School of Arts

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