SHWETA VIJ
Delhi
Summary
Accomplished Learning & Talent Development Senior Coordinator with extensive experience in customer service excellence and employee training. Proven track record in managing large teams and strategic planning, enhancing operational efficiency at AI-Sats and Updater Services Pvt Ltd. Adept at delivering training sessions, optimising resource use, and ensuring regulatory compliance in high-pressure environments.
Career goal: to leverage expertise in team leadership and staff management to drive organisational success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Learning & Talent Development Senior Coordinator
AI-Sats
New Delhi
08.2024 - Current
- Conducted observations at check-in counters and boarding gates to assist in monitoring operations and support identification of improvement areas.
- Supported customer service operations by resolving issues promptly to enhance satisfaction levels.
- Facilitated classroom and on-the-job training for staff on customer handling, grooming standards, and effective body language during passenger interactions.
- Planned and conducted training sessions in line with company standards and management requirements.
- Coordinated strategic plans for administrative services management to optimise use of available resources.
- Delivered training sessions to staff on new systems and procedures to enhance team capabilities.
- Conducted training sessions on airline product knowledge.
Senior Executive
Updater Services Pvt Ltd
09.2023 - 07.2024
- Managing 350 manpower directly and 100 indirectly, providing Customer Services Agents for Terminal Operations at Terminal 1, 2 & 3 in DIAL.
- Responsible for rostering and manpower deployment for ASQ surveys.
- Identified issues, analysed information and provided solutions to problems.
- Trained and mentored employees to maximise team performance.
- Developed excellent working knowledge of industry trends and improvements in processes.
Customer Service Assistant- Terminal Operations
Delhi International Airport Ltd
04.2019 - 09.2023
- Operated the Helpdesk and monitored facilities/allocation of resources in the Passenger Terminal Building (PTB) while meeting established SOPs.
- Ensured regulatory compliance and ultimate customer satisfaction.
- Executed routine operational requirements including inspections and managing common operations activities.
Customer Services Agent
Air India Sats
08.2018 - 04.2019
- Provided exceptional customer service to passengers during check-in, boarding, and departure processes.
- Delivered personalized and attentive customer service to exceed passenger expectations.
- Maintained strict adherence to safety and security protocols.
- Effectively communicated with passengers, colleagues, and other airport stakeholders.
Shadow Teacher
Laurel High School
08.2017 - 08.2018
- Provided educational support and one-on-one assistance to a special needs student.
- Adapted lesson plans and teaching methods to meet individual learning needs.
- Facilitated communication and interaction between the student and peers.
- Monitored student progress and behaviour, documenting observations and sharing feedback.
Education
Master of Arts - Political Science
IGNOU
01.2020
Bachelor of Arts -
Delhi University
01.2017
12th -
C.B.S.E. Board
10th -
C.B.S.E. Board
Skills
- Customer service excellence
- Employee training
- Manpower management
- Strategic planning
- Team leadership
- Staff management
- Vendor management
- Consumer engagement
- Customer relationship building
- Operational support
- Training and mentoring
- Training and Development
Hobbies and Interests
- Making Art & Craft
- Listening to Music
- reading books
Disclaimer
I hereby declare that the above information is true & correct to the best of my knowledge.
Personal Information
Father's Name: Sh. Parveen Vij
Mother's Name : Mrs. Renu vij
Certification
- TTF CERTIFIED
- TEZJET AIRLINE TTT CERTIFIED
- AIR INDIA TTT CERTIFIED
Timeline
Learning & Talent Development Senior Coordinator
AI-Sats
08.2024 - Current
Senior Executive
Updater Services Pvt Ltd
09.2023 - 07.2024
Customer Service Assistant- Terminal Operations
Delhi International Airport Ltd
04.2019 - 09.2023
Customer Services Agent
Air India Sats
08.2018 - 04.2019
Shadow Teacher
Laurel High School
08.2017 - 08.2018
Master of Arts - Political Science
IGNOU
Bachelor of Arts -
Delhi University
12th -
C.B.S.E. Board
10th -
C.B.S.E. Board