Swapna John
Summary
I bring to the table over 14 years of experience directing and improving operations through effective employee motivational strategies and strong policy enforcement.
Proficiency in best practices, market trends and employee development through operations support alongside training & development are my forte. Talented leader with analytical approach to business planning, day-to-day problem-solving, orchestrating operations and leading employees. Robust background encompassing problem resolution, business development and customer relations.
I Thrive in competitive markets with unsurpassed drive, passion and commitment to exceeding expectations in customer satisfaction, revenue and cost controls.
Overview
19
19
years of professional experience
Work History
Manager Learning & Development
Bangalore Airport Services Limited – BASL (BIAL)
2023.02 - Current
- Overall Training & Development for the Terminal 2 – 080 Lounges (Domestic & International), Transit Hotels & Café
- Set and monitor corporate learning & development strategies aligning with business strategies and people growth
- Develop KPIs on learning and development to measure Learning effectiveness
- Plan, review, prepare, and monitor the company's Training Budget & Training Plan
- Execute training needs assessments and make necessary recommendations & training solutions.
- Cross-train existing employees to maximize team agility and performance.
- Onboard new employees with training and new hire documentation.
- Evaluate employee performance and conveyed constructive feedback to improve skills.
- Interview and Recruit employees and implemented mentoring program to promote positive feedback and engagement.
Manager Learning & Development
Plaza Premium Group – CBB (KIAL)
2022.07 - 2023.02
- Worked closely with Group Learning and Development team based in Malaysia, to identify and review training needs in airport lounges and airport operations, to maintain highest quality of customer service
- Set and monitored corporate learning & development strategies aligning with business strategies and people growth
- Developed KPIs on learning and development to measure Learning effectiveness
- Planed reviewed, prepared, and monitored the company's Training Budget & Training Plan
- Executed training needs assessments and make necessary recommendations & training solutions.
- Managed and motivated employees to be productive and engaged in work.
Duty Mgr. Customer Service & Ops
Plaza Premium Group – CBB (KIAL)
2021.09 - 2022.07
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Oversaw the introduction of various services introduced by CBB in collaboration with BIAL requirements
- Ensured smooth and seamless operations
- Liaised on the ground with key stakeholders involved in the projects such as CPS, Landside security, BIAL Management and many more.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
Manager Customer Service & Operations
Air India SATS, KIAL
2018.09 - 2019.12
- Ensured safe and secure operations and flight departure on or before schedule operations by constantly monitoring and liaising with the carriers, Authorities at the airport and the Duty Managers on shift
- Lead, manage and recommend feasible recommendations to VP – Customer Services in order to meet, maintain and deliver the targets in the Service Level Agreement between AISATS and the 13 Customer Airlines
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement
- Ensured close liaison with Airline Relations Manager on all matters pertaining to the smooth operations and attend to investigations and complaints raised by the airlines or their passengers through the Airline Relations Manager
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
Learning & Development Specialist
EMAAR PROPERTIES PJSC
2014.11 - 2016.11
- Designed and developed various soft skills, Operational training programs for staff working in Burj Khalifa based on Job Analysis, appraisals and regular consultation with the Business Directors and HR
- Headed project teams specializing in design and launch activities
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed job-specific competencies and performance standards.
- Developed and executed performance management programs to increase employee engagement and productivity.
Learning & Development Specialist
Emirates Airlines
2010.02 - 2014.07
- Managed business relationship with business managers and provided them an experience to ensure that their desired business results are supported with effective learning solution
- Designed and applied appropriate project management standards for incorporation in the Terminal 3 Concourse A opening
- Delivered induction and advance training program to Emirates Airport Services staff ranging from Supervisory to functional level
- Successfully handled and participated in various projects as a Project Manager and also as a Project team member
- Coordinated with subject matter experts towards improving employee learning and development programs.
- Managed Business and Learning & Development projects to improve employee learning experience.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Worked with internal stakeholders to customize courseware to accommodate business needs.
In-flight Attendant / Purser
QATAR AIRWAYS | DELTA AIRLINES | JET AIRWAYS
2005.01 - 2010.01
- Ensured safety and comfort of customers onboard aircraft.
- Resolved passenger conflicts and medical emergencies during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Education
B.A Degree - Industrial Psychology, Sociology & English
Christ University
Bengaluru, KA01.2005
12th Grade -
Bangalore University
Bengaluru, KA01.2002
10th Grade -
St Francis Xavier Girls High School
Bengaluru, KA01.2000
Skills
- Learning & Development Content Creation
- Succession Planning
- Workshops and Conferences
- Training Program Development
- Course Design
- Customer Relationship Management
- Process Evaluation and Enhancement
- Airport Operations
- Project Management
- Employee Development
- Customer Centricity
Languages
English
English
English
English
English
Curriculum Vitae
I bring to the table an array of over 15 years of experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficiency in best practices, market trends and employee development through operations support alongside training & development are my forte. Talented leader with analytical approach to business planning, day-to-day problem-solving, orchestrating operations and leading employees. Robust background encompassing problem resolution, business development and customer relations. I Thrive in competitive markets with unsurpassed drive, passion and commitment to exceeding expectations in customer satisfaction, revenue and cost controls.
Home Town
Bengaluru
Personal Information
- Gender: Female
- Marital Status: Single
- Title: Manager Learning & Development / Customer Service & Operations
- Date of Birth: 06/13/83
Timeline
Manager Learning & Development
Bangalore Airport Services Limited – BASL (BIAL)
2023.02 - Current
Manager Learning & Development
Plaza Premium Group – CBB (KIAL)
2022.07 - 2023.02
Duty Mgr. Customer Service & Ops
Plaza Premium Group – CBB (KIAL)
2021.09 - 2022.07
Manager Customer Service & Operations
Air India SATS, KIAL
2018.09 - 2019.12
Learning & Development Specialist
EMAAR PROPERTIES PJSC
2014.11 - 2016.11
Learning & Development Specialist
Emirates Airlines
2010.02 - 2014.07
In-flight Attendant / Purser
QATAR AIRWAYS | DELTA AIRLINES | JET AIRWAYS
2005.01 - 2010.01
B.A Degree - Industrial Psychology, Sociology & English
Christ University
12th Grade -
Bangalore University
10th Grade -
St Francis Xavier Girls High School
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