Shalini Dhillon
Self Employed
Mumbai ,Maharashtra
Overview
4
4
years of professional experience
Work History
Inflight Crew
Jet Airways
Delhi, Delhi
02.1998 - 01.2001
- Developed and maintained courteous and effective working relationships.
- Collaborated with team members to achieve target results.
- Resolved problems, improved operations and provided exceptional service.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Prepared variety of different written communications, reports and documents.
- Participated in team-building activities to enhance working relationships.
CSA
Jet Airways
Delhi, Delhi
01.1997 - 02.1998
- Gained familiarity with company products to answer customer questions and make recommendations.
- Handled products and equipment in accordance to safety guidelines to create safe working and shopping environment.
- Demonstrated safe practices and procedures in store by adhering to company standards.
- Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
- Connected with customers by listening to concerns and answering questions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Contributed ideas and practical solutions to support process improvement efforts.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Connected with customers to address questions and resolve issues through phone and email.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Public Relations Officer
Sahara Airlines
Delhi , Delhi
08.1996 - 01.1997
- Maintained proactive media relations program by distributing news releases for placement, building strong relationships and monitoring media.
- Monitored and evaluated industry media coverage by managing social media platforms and contributing engaging articles to range of industry publications.
- Assisted with marketing strategy development to increase public awareness and customer engagement.
- Participated in team-building activities to enhance working relationships.
- Conducted research, gathered information from multiple sources and presented results.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Skills
Crew coordination
Crew safety
Inflight diagnostics
Crew training
Crew recruitment
Crew safety meetings
Timeline
Inflight Crew
Jet Airways
02.1998 - 01.2001
CSA
Jet Airways
01.1997 - 02.1998
Public Relations Officer
Sahara Airlines
08.1996 - 01.1997