Qaiyanat Soni

• Instructional Design of IATA Cabin Crew, Airport Ground Operations Management Course and Airport Passenger Handling Course
• Create and conduct model exams
• Interview preparation of candidates
• Bridging the learning gap through activity based learning
• One to One coaching
• Feedback and analysis
• Re-training
• Assignment management
• Performance Trend analysis
• Client management
• Student performance management
• Course design and promotion
• Conducting seminars and guest lectures for course awareness and promotion
• Creating editorial material

• Speech Analysis
• Skill and Will gap
• Neuro Language
• Sounds - Consonant and Vowel Sounds
• Trainee Audits
• Application of 3600 feedback for team performance analysis
• One to one Coaching
• One to One feedback
- Using 6:1 method
- Sandwich method
- Self-Analysis method
• CAT Assessments
• FS intervention support function
• Bridge Training
• Accent Neutralization
• Effective communication
• Telephone Etiquettes
• Branding
• Jobs vs Academics
• Performance Trend Analysis
• SWOT Analysis

Joining Date (28/04/2007)
• Passenger / customer care with meticulous attention to safety. Remaining vigilant to any potential hazards, health, safety and the comfort and wellbeing of passengers. Up-to-date on company safety issues.
• First Aid Trained: Ability to give CPR (Cardiopulmonary resuscitation), First Aid and Life Saving Techniques.
• Duties: Bar work, meals service and flight deck support. Maintenance of high company standards both in and out of uniform.
• Excellent communication skills with absolute politeness in verbal conversation.
• Attending the preflight meetings and noting down all the instructions about special passengers such as people suffering from respiratory diseases, celebrities, etc.
• Assist Passengers and Swiftly perform tasks of
Boarding
Safety Briefing
Use of On-Board Equipment, e.g. In-Flight Entertainment
In-flight Service
Emergency Equipment


Promotion to Business Class / Premium Class (21/05/2010)

In Addition to the aforementioned duties, the skills acquired for serving Business Class Customers are: • Personal Attention to passengers.
• Attention to details of passenger demands
• Familiarity with the various recipes and the formulations of the meals and drinks being served to the customers so that it can be explained in detail to the passenger if required. Helping the customer in making the choice of food and drinks.
• Promotion and Sale of In-Flight Services and special meals and drinks


Previous BPO and Customer Service Work Experience

1. iBRIDGE WORKS PVT. LTD.: (Aug '06 - Dec '06)
Held the position of an acting team leader for a UK Telemarketing process, handling reporting, escalations, verifications, team updates and team motivation. Promoted as an Assistant Manager for a US Telemarketing campaign wherein my duties were to play a SPOC between the Client and the Team Leads along with daily, weekly, quarterly report management and overall process supervision.

2. iBRIDGE SOLUTIONS PVT. LTD.: (June '06 - Aug '06)
Held the position of a Sr. CSE for an outbound lead generation process of mortgage, US campaign.

3. WNS GLOBAL SERVICES INDIA PVT. LTD.: (Jan '05 - July '05)
Worked as a Telemarketing Executive for a business-to-business outbound survey campaign for AUS and US.

4. OCEANS CONNECT INDIA PVT. LTD.: (Jan '04 - Dec '04)
Worked as a Telemarketing Agent and a Senior Customer Service Executive handling inbound calls on a business to customer campaign for UK.

5. GALAXY EVENT MANAGEMENT PVT. LTD.: (April '03 - July '03)
Book Keeping and Finance Management along with reception and managerial tasks.