Sonia Arora
Delhi
Summary
Experienced professional adept at formulating and implementing strategies, with a strong focus on meeting deadlines. Skilled in effective leadership and fostering high performance, resulting in organizational growth and a positive workplace environment. Proven ability to cultivate employee relations and manage diverse cultural dynamics for sustainable development.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Managing Consultant - Project & Program Management
NTT DATA IPS (formerly Apisero Inc.)
10.2023 - 10.2024
- Associate Director - Employee Success | NTT DATA IPS (formerly Apisero Inc.) Oct 2022-Oct 2023
- Senior Manager - Employee Success | NTT DATA IPS (formerly Apisero Inc.) Oct 2021-Oct 2022
- Employee Success Manager | NTT DATA IPS (formerly Apisero Inc.) Oct 2020-Oct 2021
- Collaborate with leadership to curate individualized career paths for employees and track their progress over time
- Ensured 100% Timesheet Compliance for close to 2000 employees in a matter of 15 days safeguarding client billing accuracy and revenue during acquisition transition.
- Improved employee retention thereby saving hiring costs, boosting productivity and enhanced workplace culture to reduce turnover.
- Develop and implement customized development plans for both new and tenured employees, aligning with their career goals and organizational needs
- Work cross-functionally with HR, Talent Acquisition, Finance, LCD, Operations, Delivery, and Marketing to identify gaps in existing processes based on employee feedback and create actionable improvement plans
- Curated comprehensive Key Performance Indicators(KPIs) for various designations across the Employee Success team, contributing to enhanced performance tracking and goal setting
- Drive initiatives aimed at increasing employee satisfaction while balancing the company's vision, strategy, and business goals
- Plan, execute, and oversee various employee engagement initiatives and events to foster a positive work environment
- Performed cost and benefit analysis of proposed initiatives to support decision making.
- Interviewed new job applicants to assess fit with company requirements and culture.
- Implemented training programs to apply principles of learning and individual differences.
- Lead, manage, and mentor a team of Employee Success Managers and Executives, ensuring they meet performance goals and contribute to organizational success.
- Recipient of multiple prestigious awards including being nominated for "Be Legendary", Frijay, Vendustrious, Ace Awards, Star performer, recognising outstanding performance and contributions to the organisation
Relationship Manager - Centurion Card
American Express
09.2019 - 03.2020
- Delivered the Centurion product strategy, successfully retaining high-value customers and increasing Centurion card spend
- Enhanced engagement with Travel and Concierge services, driving significant value for premium clients
- Demonstrated strong customer relationship skills, providing seamless and exceptional service to high-net-worth individuals
Assistant Manager - Customer & Cabin Services
Spicejet
04.2019 - 09.2019
- Led the project for the newly launched Business Class training program, enhancing crew awareness of premium service standards
- Collaborated with teams to improve service quality and maintain high levels of satisfaction for both internal and external clients
- Contributed to team development and strengthened cross-team relationships to ensure consistent, high-quality service delivery
Trainer - Inflight Services
Jet Airways
10.2013 - 04.2019
- Delivered comprehensive training programs to cabin crew, ensuring alignment with industry best practices
- Updated training modules based on evolving trends to ensure the crew was equipped with the latest skills, knowledge, and attitudes
- Monitored and ensured the operational effectiveness of the Gurugram training center
- Led cabin crew teams, providing leadership and motivation to deliver seamless, high-quality inflight experiences
- Managed all inflight operations, ensuring customer satisfaction and stakeholder alignment
- Recognized and rewarded for operational excellence and customer service delivery
- Only employee to have received the Shukran Certificate from Etihad for "Taking Responsibility"
Inflight Manager
Jet Airways
09.2013 - 10.2016
- Inflight Executive | Jet Airways Jul 2006-Sep 2013
- Cabin Crew | Jet Airways Jun 2000-Jul 2006
- Delivered exceptional customer service as part of the inflight team
- Maintained high safety standards and adhered to inflight protocols for the well-being of passengers
- Consistently received positive feedback for maintaining a "picture- perfect service" throughout flights
Education
Bachelors of Commerce -
Delhi University
Delhi01.2001
Skills
- Employee Relation and Advocacy
- Strategic Planning and Execution
- Analytical Skills
- Decision Making
- Risk Management
- Customer Success
- Key Relationship Management
- Conflict Management
- Communication
- Learning and Development
- Mentorship
- Design thinking
- Innovation management
- Stakeholder engagement
- Negotiation
- Consulting
Certification
- Design Thinking
- Leadership Edge Program
- Internal Integrated Management Systems/ Quality Auditor
- Generative AI
- Certified Voice and Accent Trainer
- Certified Train the Trainer - Hospitality
Affiliations
- 7 Habits of Highly Successful People
- Leadership Trainings
- Customer Excellence program
- Soft skills Master Series
- Persuasive Conversational Skills - Dale Carnegie
- Excel Training
- Interview Skills
- Mulesoft Integration Associate
- Voice and Accent training - Sabira Merchant and Nadira Babbar
- Etihad certified - Train the Trainer, Leadership Excellence, Immersion Program
- Socially responsible - part of CSR initiative - Save the Children as well as VRVSS
- Led the Financial Wellness program for women at Apisero - Apisero Women Power
- Solution Architect Apprentice Program - C4E SAAP,Git Hub
Timeline
Managing Consultant - Project & Program Management
NTT DATA IPS (formerly Apisero Inc.)
10.2023 - 10.2024
Relationship Manager - Centurion Card
American Express
09.2019 - 03.2020
Assistant Manager - Customer & Cabin Services
Spicejet
04.2019 - 09.2019
Trainer - Inflight Services
Jet Airways
10.2013 - 04.2019
Inflight Manager
Jet Airways
09.2013 - 10.2016
Bachelors of Commerce -
Delhi University
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