Sonakshi Sharma
New Delhi
Summary
Aviation professional with experience in crew operations and customer service. Currently a Planning Analyst at Air India, managing crew disruptions, coordinating training, and planning crew assignments. Former Service Assurance Officer, skilled in handling passenger needs, ensuring safety, and providing excellent customer service during disruptions. Focused on efficiency, smooth operations, and customer satisfaction.
Overview
5
5
years of professional experience
Work History
Planning Analyst
Air India
08.2024 - 12.2025
- Schedule supernumerary flights, base training flights, supervised line flights, pilot-in-command route checks, and annual line route checks for under-training and line-released cockpit crew members in accordance with DGCA regulatory requirements.
- Manage day-to-day crew disruptions and overall crew operations within the Integrated Operations Control Centre.
- Handle training disruptions for cockpit crew members on the day of operations, re-planning mandatory and non-mandatory training in compliance with Flight Duty Time Limitations regulations.
- Coordinate training flights and ensure their successful completion.
- Cover training-related vacancies on flights as necessary.
- Maintain strong relationships with crew members to support smooth operational flow and training compliance.
Service Assurance Officer
Air India
12.2022 - 07.2024
- Managed and motivated a operations team, ensuring efficient and effective service delivery.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Supervised daily operations, provide guidance, and cultivated a cohesive team environment focused on achieving operational excellence.
- Flight Handling Operations: Handled passenger manifests, generated essential flight documents, and optimized flight load to prevent overbooking.
- Passenger Data Management: Maintained accurate records of passenger information, including upgrades and downgrades.
- Implemented service monitoring systems and processes to enhance service delivery and ensure consistently high levels of customer satisfaction.
- Provided safe environment and facilitated passengers' movement, work towards achieving the highest airlines service quality.
- Coordinated with all internal departments to ensure smooth and efficient day-to-day operation.
Content Writer and Business Development
ALTINFO
01.2021 - 01.2022
- Edited and proofread content to confirm proper grammar and quality.
- Supported client acquisition meetings and performed crucial tasks like, presentation PPTs and summarizing the company's policies.
- Assessed client briefs, requirements and purpose and tailored content and style to match.
Education
BACHELOR OF COMMERCE -
University of Delhi
Delhi01.2021
SENIOR SECONDARY EDUCATION -
Delhi Public School
Ghaziabad01.2018
SECONDARY EDUCATION -
Delhi Public School
Ghaziabad01.2016
Accomplishments
- Awarded ‘AI Star of the Day’ twice
- Recognized with the ‘AI Impact Champion Award- Customer Centric'
- Recognized with AI Dream Team.
- Reduced passenger wait time by 40% through optimized queue management and smart staff reallocation during disruptions.
- Boosted crew training completion by 25% through smarter scheduling and flight pairing.
- Granted scholarships in class X and XI
- Received 'Silver Memento' for being a scholar for consecutive 7 years
- Best Mandala artist in class XI
- Represented JDMC in AIESEC
Core Competencies
Microsoft office, Excel, PowerPoint, CAE Crew Manager, Amadeus, Leadership, Flexibility, Adaptability, Team Player, Business Communication, Customer engagement, Client acquisition, Lead Generation
Community Service & Volunteer Work
- IMPRENEURS - THE ENTREPRENEURSHIP CELL, JDMC, ORGANISED MUN CONFERENCE- Received High Commendation award at RISMUN
- SANGRASH CHILD CARE, Taught 100+ children of all age groups, encouraged their participation in various creative activities like drawing, painting as well as drama skits, participated in donation drives- Sanitation drives; food drives; winter season donation drives etc
Timeline
Planning Analyst
Air India
08.2024 - 12.2025
Service Assurance Officer
Air India
12.2022 - 07.2024
Content Writer and Business Development
ALTINFO
01.2021 - 01.2022
BACHELOR OF COMMERCE -
University of Delhi
SENIOR SECONDARY EDUCATION -
Delhi Public School
SECONDARY EDUCATION -
Delhi Public School