Summary
Overview
Work History
Education
Skills
Accomplishments
Professional And Academic Credentials
Personal Information
Timeline
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Shiksha Singh

Shiksha Singh

Pune

Summary

Customer Success & Service Leader with 9+ years’ experience in hospitality, aviation, and customer relationship management. Proven ability to resolve high-volume customer escalations, enhance guest satisfaction, and strengthen client loyalty. Skilled in CRM tools (Zendesk, Aloha, OLO), team leadership, and operational excellence. Recognized for driving process improvements and leading multicultural teams. Currently seeking to re-enter the workforce with renewed skills and energy after a planned maternity career break.

Overview

14
14
years of professional experience

Work History

Career Break – Maternity Leave

Maternity Break
10.2022 - Current
  • Took a planned break to care for a newborn and manage family responsibilities.
  • Continued professional development through Zendesk Certification.
  • Started exploring freelance customer service projects on platforms like Upwork.
  • Strengthened core competencies: empathy, time management, and multitasking.

Customer Service Manager (Bob Evan Restaurant LLC)

Eton Technologies
09.2021 - 10.2022
  • Partnered with restaurant managers and directors to implement corrective actions, reducing repeat complaints by 15%.
  • Resolved 300+ monthly guest complaints and queries across 40+ restaurant locations, maintaining 95% SLA adherence.
  • Handled customer recovery by issuing gift cards/refunds, achieving a 20% improvement in guest retention scores.
  • Provided operational support by analyzing escalations and reporting trends to senior management.

Cabin Supervisor

Qatar Airways
03.2013 - 06.2021
  • Supervised inflight operations for 300+ passengers per flight, ensuring compliance with safety, service, and regulatory standards.
  • Conducted pre-flight briefings, assigned duties, and trained multinational cabin crew teams of 10–12 members.
  • Successfully managed medical emergencies and security incidents, maintaining passenger trust and safety.
  • Awarded Leadership Excellence Certificate for consistently high team performance and guest satisfaction

Guest Relation Executive

Vivanta by Taj
02.2012 - 01.2013
  • As a Guest relation Executive, Streamlined business operations by expertly handling various tasks, including:
  • Efficiently managing and resolving customer queries and complaints with a strong focus on prompt and effective solutions.
  • Maintaining open communication with the Center Head to report critical issues and provide necessary updates.
  • Demonstrating excellent communication skills by handling outbound and inbound calls professionally and efficiently.

Education

BA - English Literature

CSJM Kanpur
01.2010

Diploma - Aviation and Hospitality

FrankFinn Institute
01.2009

HSC -

Kendriya Vidyalaya (CBSE)
01.2007

SSC -

Kendriya Vidyalaya (CBSE)
01.2005

Skills

  • Customer Success & Retention Client Escalation Management Guest Experience Enhancement
  • CRM Tools: Zendesk, OLO, Aloha Microsoft Power BI Salesforce (basic)
  • Artificial Intelligence Tools: ChatGPT, GitHub Copilot, Perplexity, Gemini
  • Leadership & Team Supervision Cross-cultural Communication Public Speaking
  • Operational Support Negotiation Personality Development

Accomplishments

  • Received recognition multiple times for consistently achieving high levels of customer satisfaction.
  • Demonstrated knowledge and understanding of wine and spirits at an introductory level through the WSET Level 1 qualification.
  • Leadership Excellence Certificate by Qatar Airways.
  • Gold Medal in Swimming during the Diploma of Frankfinn Institute of Airhostess Training.

Professional And Academic Credentials

  • BA, English Literature, CSJM Kanpur, 2010
  • Diploma, Aviation and Hospitality, FrankFinn Institute, 2009
  • HSC, Kendriya Vidyalaya (CBSE), 2007
  • SSC, Kendriya Vidyalaya (CBSE), 2005

Personal Information

  • Date of Birth: 09/05/90
  • Nationality: Indian
  • Marital Status: Married

Timeline

Career Break – Maternity Leave

Maternity Break
10.2022 - Current

Customer Service Manager (Bob Evan Restaurant LLC)

Eton Technologies
09.2021 - 10.2022

Cabin Supervisor

Qatar Airways
03.2013 - 06.2021

Guest Relation Executive

Vivanta by Taj
02.2012 - 01.2013

BA - English Literature

CSJM Kanpur

Diploma - Aviation and Hospitality

FrankFinn Institute

HSC -

Kendriya Vidyalaya (CBSE)

SSC -

Kendriya Vidyalaya (CBSE)

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Shiksha Singh