Vina Kadaw
Customer Service-Assistant Manager.
Gurgaon,Haryana
Summary
I bring with me, 12+ years of deep understanding of customer behavior, customer handling, problem resolution and back end customer complaint data collation. Have exposure in trend analysis, and actively perform expectation setting with Airport Managers with reference to the Station complaint/compliment management. I have had exposure of 4 diverse work environments by the virtue of being a frontline Lead Cabin Crew, Inflight base operations, Grooming & Poise Trainer and then working in the Customer Service department at the head office.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Manager
Inter-globe Aviation Limited
Gurgaon
04.2022 - Current
- Interact with all domestic and international stations weekly about their developmental feedback and suggest action plans.
- Introducing and implementing effective measures for better customer experience
- Presenting various data sheet and power point presentations to senior leadership team.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Senior Executive
Inter-globe Aviation limited
Gurgaon
11.2016 - 04.2022
- Managing training for Customer Services team in Airport Operations.
- Manage software roll outs and cut overs.
- In-charge of periodical revision of customer service manuals as per IATA standard.
- Provided primary customer support to internal and external customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
In-flight Executive
Inter-globe Aviation limited
Chennai
11.2015 - 11.2016
- Control Non-Availability of crew, manage crew resources, implement action plan to ensure reduction in last minute crew sick reports
- Improve and maintain grooming standards of the crew members
- Developed and maintained courteous and effective working relationships.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend and holiday shifts.
Trainer-Grooming and Poise
Inter-globe Aviation limited
Gurgaon
04.2014 - 11.2015
- Conduct trainings for grooming and poise for Tech crew, cabin crew and airport services team members
- Manage rewards and recognition for all departments with respect to Grooming Conduct.
- Spot checks and airport audits to ensure staff complies with grooming guidelines and compliance.
- Presentations pertaining to Grooming guidelines for outsourced vendors
- Actively involved in upgrading grooming manual for all the operational departments.
- Maintained full stock of inventory and properly sanitized makeup tools to avoid spread of infection.
- Demonstrated and explained use of different beauty products to educate trainees as per their skin type.
- Attended hair shows, classes and seminars to stay up-to-date on latest trends.
Cabin Attendant, Senior Cabin Attendant & Lead Cabin Attendant
Inter-globe Aviation limited
Mumbai
08.2010 - 04.2014
- Joined IndiGo as a cabin attendant and was promoted to a senior cabin attendant within 9 months and then promoted to a Lead Cabin Attendant 4 months later.
- Earned a lot of appreciation letters from the organization as well as customers paving the way for a future roles and responsibilities with the organization.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Offered timely and skilled emergency response and performed CPR or first aid.
Education
Bachelor of Commerce - Commerce
01.2007 - 01.2010
Skills
Customer service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Manager
Inter-globe Aviation Limited
04.2022 - Current
Senior Executive
Inter-globe Aviation limited
11.2016 - 04.2022
In-flight Executive
Inter-globe Aviation limited
11.2015 - 11.2016
Trainer-Grooming and Poise
Inter-globe Aviation limited
04.2014 - 11.2015
Cabin Attendant, Senior Cabin Attendant & Lead Cabin Attendant
Inter-globe Aviation limited
08.2010 - 04.2014
Bachelor of Commerce - Commerce
01.2007 - 01.2010