Shivani Tiwari
Gurugram
Summary
Results-oriented leader with over 8 years in team leadership and operations management in dynamic environments. Expertise in managing multiple projects and fostering collaboration to meet objectives. Strong skills in communication, problem-solving, and performance management drive productivity and enhance team effectiveness.
Overview
11
11
years of professional experience
1
1
Certification
Work History
TEAM LEAD
Foundever
Gurugram
01.2022 - Current
- In addition to leading a team of associates, I also managed a team of QAs, focusing on process improvements and quality excellence.
- By leveraging the QA team's expertise, we achieved significant enhancements in quality processes, resulting in improved performance and quality outcomes.
- Creating an inspiring team environment with an open communication culture.
- Setting clear team goals.
- Delegating tasks and setting deadlines for the internal team.
- Managed daily operations, ensuring workflow efficiency.
- Monitoring team performance and report on metrics.
- Motivated team members to reach peak performance.
- Discovering training needs and provide coaching.
- Addressed team feedback, resolving issues and conflicts promptly.
- Recognising high performance and reward accomplishments.
Quality Analyst
Advology solution
01.2019 - 01.2021
- Monitored calls live to make swift, data-driven decisions and collaborated with operations for seamless execution and improved results.
- Audited calls and provided feedback to guide associates, enhancing performance and sales outcomes.
- Crafted targeted training solutions using TNA and TNI data, delivering refresher sessions that enhanced skills and knowledge retention.
Passenger Service Executive
Celebi airport services
01.2016 - 01.2018
- Delivered exceptional customer service and support to enhance passenger experience.
- Received prestigious recognition from the HAZ Committee of India as a Passenger Service Champ, acknowledging my exceptional dedication and expertise in delivering outstanding passenger experiences and ensuring safety protocols are met.
- Managed check-in procedures with a focus on accuracy and efficiency to streamline boarding process.
- Coordinated with load control teams to facilitate timely flight departures and arrivals.
- Directed ground operations, including baggage handling and cargo management.
- Ensured adherence to safety protocols in all operations.
- Contributed to HAZ operations, providing critical support to Saudi crew members.
Customer Service Associate
Bird worldwide flight services
01.2015 - 01.2016
- Coordinated with air traffic control, ground crews, and flight teams to facilitate efficient flight departures and arrivals.
- Monitored and directed flight operations, ensuring safe taxiing, takeoff, and landing procedures.
- Implemented safety protocols and emergency procedures during operations.
- Oversaw all aspects of flight management from touchdown to takeoff, ensuring seamless execution and adherence to safety protocols.
- Managed day-to-day flight operations for China Southern Airlines, ensuring precision and dedication in service delivery.
- Collaborated with maintenance teams to ensure aircraft airworthiness and address any technical issues.
Education
B.Sc - Botany
Sidharth University
01-2021
XIIth - English
Punjab
01-2015
Xth - English
Punjab
01-2013
Skills
- Operations management
- Performance management
- Attrition management
- Shrinkage control
- Process improvement
- Strategic Planning
- Training and Development
- Employee training
- People Management
- Problem solving
- Time management
- Interpersonal skills
Certification
- Diploma in aviation hospitality and travel management
- Chinese language A2
Language
English
Chinese
Punjabi
Hindi
Disclaimer
I declare that above mentioned detail about me is true to best of my knowledge and understanding.
Personal Information
Father's Name: Brahmanand Tiwari
Interests
- Team Leadership & Mentoring
- Travelling & Exploring New Places
- Problem Solving & Strategic Planning
- Social & Community Activities
Timeline
TEAM LEAD
Foundever
01.2022 - Current
Quality Analyst
Advology solution
01.2019 - 01.2021
Passenger Service Executive
Celebi airport services
01.2016 - 01.2018
Customer Service Associate
Bird worldwide flight services
01.2015 - 01.2016
B.Sc - Botany
Sidharth University
XIIth - English
Punjab
Xth - English
Punjab