Shailja Tahim
Kotla Mubarak Pur
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
15
15
years of professional experience
Work History
Team Leader
KNKP Travel Pvt Ltd
09.2024 - Current
- Monitored operations and reviewed records and metrics to understand company performance.
- Managed conflict resolution within the team to maintain a positive work environment.
- Created training materials and conducted group trainings on new processes or procedures.
- Conducted regular performance reviews to assess individual team member progress.
Process Trainer (Flights, Hotels, Car Rental, Amtrak, Cruise)
SIMAR TRAVELS PVT INDIA LTD
01.2020 - 08.2024
- Gathered and organized training materials to support program objectives.
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
- Identified areas where additional process instruction was necessary and created supplementary materials accordingly.
- Developed and implemented training programs for new process employees.
- Monitored, evaluated and recorded training activities or program effectiveness.
TEAM LEADER (International Sales)
LBF TRAVEL PVT. LTD
01.2016 - 12.2019
- Company Overview: Airlines Tickets Reservation & After Sales Support
- I lead a team, assisting with customer queries and helping to meet sales targets
- I manage the team, ensuring adherence to schedules while monitoring calls to provide coaching and feedback to team members
- Airlines Tickets Reservation & After Sales Support
SUBJECT MATTER EXPERT
08.2015 - 01.2016
- I develop training materials and create strategies to train new hires and experienced employees, focusing on cross-training and personal development
- I evaluate agents' progress, provide feedback, and conduct floor walking to identify areas for improvement, creating development programs accordingly
- Additionally, I circulate daily process updates to keep the team informed
CUSTOMER CARE EXECUTIVE
IBM GLOBAL PROCESS SERVICES
07.2013 - 07.2015
- Company Overview: Airlines Tickets Reservation & After Sales Support
- Airlines Tickets Reservation & After Sales Support
CUSTOMER CARE EXECUTIVE (Band 4)
IBM GLOBAL PROCESS SERVICES
01.2010 - 07.2013
- Company Overview: Airlines Tickets Reservation & After Sales Support
- Airlines Tickets Reservation & After Sales Support
Education
BA - Pass Program
Delhi University
Advance Diploma - Software Technology
ET&T South Extn.
Diploma - Travel and Tourism with Amadeus
IITC Aviation training institute
New DelhiSkills
- Complaint resolution
- Mentoring
- Coaching
- Staff training
- Team building
- Client support
- Quality improvement
- Work planning
- Team supervision
Self Assessment
- Straightforwardness, strong willpower, and commitment to work.
- Complete attention and dedicated involvement in tasks.
- Adaptability to change.
Languages
- English (Fluently)
- Hindi
Disclaimer
I hereby declare that all the information given above is true and correct to the best of my knowledge and belief.
Technical Skillset
- Amadeus Apollo
- MS Office
- Sabre
- IATA Foundation
- IITC Aviation training institute in New Delhi
- Diploma in Travel and Tourism with Amadeus
Personal Information
- Father's Name: Mr. Rajinder Singh
- Date of Birth: 02/10/85
- Marital Status: Married
Timeline
Team Leader
KNKP Travel Pvt Ltd
09.2024 - Current
Process Trainer (Flights, Hotels, Car Rental, Amtrak, Cruise)
SIMAR TRAVELS PVT INDIA LTD
01.2020 - 08.2024
TEAM LEADER (International Sales)
LBF TRAVEL PVT. LTD
01.2016 - 12.2019
SUBJECT MATTER EXPERT
08.2015 - 01.2016
CUSTOMER CARE EXECUTIVE
IBM GLOBAL PROCESS SERVICES
07.2013 - 07.2015
CUSTOMER CARE EXECUTIVE (Band 4)
IBM GLOBAL PROCESS SERVICES
01.2010 - 07.2013
BA - Pass Program
Delhi University
Advance Diploma - Software Technology
ET&T South Extn.
Diploma - Travel and Tourism with Amadeus
IITC Aviation training institute
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