Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Disclaimer
Personal Information
Certification
Timeline
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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
SHWETA VIJ