Service and Grooming Instructor
Air India Express
Total years of experience :13 years, 11 Months
(Formerly known as AirAsia India Private Limited) Service and Grooming Instructor Dec 2021 - Present
• Proficiently design, develops, implements & assesses training initiatives to ensure content is up to date & reflects best practice, tailored to the specific needs of in-flight services, focusing on consistency & quality assurance of all training content, resulting in an operational & capital saving of 18%.
• Analyzed, developed & implemented new service manuals & templets to address the need for diferent procedures, providing new tools for strategic planning & increasing financial flow by 10%.
• Provided constructive feedback to Cabin Crew & Staf with guidance, to promote the continual improvement of the existing training programs & assist in ensuring the needs of the learners are always met, resulting in an expenditure relaxation of operational by 20%.
• Evaluated training module for Cabin Crew & Ground Operation staf, upon through research on the industry trends & well blended training format for better understanding & execution.
• Executed high-performance culture within the Cabin Crew Service Training department, whilst promoting, engaging & positive learning environment within the organization.
• Lead the In-flight Learning & Development team projects, to assess the existing training method & development.
• Domain in Customer Services touch points e.g customer centricity, airport operations, in-flight services, ground operation, personality development with efective communication skills.
Services, auditing & human resources with extensive awareness in the aviation industry.
• Achieved exceptional customer service & ensuring passenger satisfaction, addressing passenger needs & resolving concerns promptly & professionally to improve the Net Promoter Score of the organization, resulting in a 15% increment on promoter score.
• Accomplished in-flight emergencies & unforeseen situations with composure & logicality, resolved issues & ensured the safety & well-being of passengers & staff to promote safe work culture.
• Determined excellent judgment & decision-making skills, able to make quick & impactful decisions in high-pressure situations, prioritizing safety & operational orderliness.
• Administered Safety track record in ensuring compliance with safety regulations & implementing efective safety measures & mitigate to prevent safety lapse within the industry.
• Acquired thorough safety audits, risk assessments & incident investigations to identify hazards & prevent accidents or incidents by encouraging staf to report on safety portal by 10% yearly.
• Executed follow-up visits and audit to various bases for safety aspects of facilities and hazard management.
• Extended support to all internal & external audits by ensuring all staf are aware of the company policies & procedures and ensure they adhere & implement.
• Expertise in interpreting & implementing aviation safety regulations, including those set by regulatory bodies such as the DGCA, IATA, ICAO & IOSA to ensure full compliance & adherence within the organization.
• A certified Safety Action Group Member thus conducted safety training programs for staf, covering topics such as emergency procedures, hazard recognition & reporting, Coaches staf on the required skills, knowledge & behaviours to work safely.
• Fostered inclusive inspections of cabin crew activities, including safety procedures, emergency preparedness, service delivery & grooming standards.
• Evaluated cabin crew performance objectively, identifying strengths, weaknesses & areas for improvement, providing constructive feedback & coaching.
• Acquainted with aviation safety regulations & procedures, capable of verifying cabin crew compliance with safety protocols, equipment usage & emergency protocols.
• Arranged up-to-date data to feed the Crew Briefing document with the facilities particularities.
• Cultivated reporting culture with accurate data of inspections, findings & recommendations for management review & action.
of performance, teamwork & professionalism.
• Adeptness to quickly changing situations, flight conditions & passenger needs, ensuring a flexible and responsive approach to cabin service delivery.
• Competent to handle conflicts or issues among cabin crew members professionally & diplomatically, promoting a positive & collaborative work environment.
• Accrued Customer Service excellence with a passion for delivering exceptional service & resolving customer inquiries & concerns, including booking reservations, processing ticketing transactions.
• Collaborated team player, capable of working efectively with colleagues across departments to coordinate eforts, share information & address customer needs, contributing to a positive & cohesive work environment.
• Achieved highest standards of professionalism, integrity & customer satisfaction.