Post Graduate Diploma in Business Administration specialized in Customer Relationship Management (CRM) with QA experience and: Bachelor of Science (B.Sc) Degree. Diploma in Pharmacy (D.Pharm) Degree. 5 years of experience in the Aviation/Airline Industry as a Flight Attendant & In Flight Manager. 5 years of experience as a Senior Medical Transcriptionist & Front/Customer Office Manager. • Highly proficient professional with good proven problem solving and team leading abilities having good experience in QA and in customer relationship management. • Natural inclination towards high quality. • Well-rounded, communicative, creative problem-solver with excellent soft-skills. • Anticipate the customer's needs to ensure customer satisfaction. • Develop positive relationships with internal team members and effectively communicate customer feedback. • Provide support and guidance to internal team whenever necessary. • Fast learner who has been consistently cited for ability to achieve a comfort level rapidly in new environments and to almost immediately develop optimal solutions. • Innovative, self-motivated, rigorous and quality-conscious. • Strong team leading capabilities.
Flight Attendant & In Flight Manager
February 2006 --- February 2011
Air cabin crews are the main point of contact for passengers while they are in the air. Ensure that all DGCA regulations and company standards are maintained with respect to safety and compliance. Perform all necessary QA and safety checks. Maintain company standards with respect to QA and guest service and report any issues or deviations in JIRA. Report to duty on time and remain current with latest company and DGCA regulations. Adhere to company grooming standards. Establish effective coordination with crew members and all related ground functions as well as Cockpit Crew. Uphold company image and value systems at all times. Carry out briefing for all guests (guests on over wing row, guest with infants, medical cases etc.) Ensure compliance to all laid down processes Report to the In-flight Manager immediately in case you notice any non-compliance. Conduct a pre-flight briefing to crew members. Carrying out pre-flight duties on flight and completing paperwork post flight. Including writing a flight report which would give details of the day's work. Ensuring the safety of passengers. Constantly delight guests by delivering a safe, on time and enjoyable experience. Motivating crew members, maintaining good and cordial relationship with crew members as well as with customers which results in more business revenue. Close interaction with the base and assistant managers to assist them in resolving customer complaints and to know about customer wants and dissatisfaction in terms of a product or service.
Front Office Manager & QA Analyst
December 2005 --- February 2006
Responsible for operations, QA and overall delivery of services. Report to the Regional Head of Business Operations. Coordinate with HR Team for process and other compliance. Be a single point of contact to resolve issues to ensure continuity of services. Engage actively with the customers to ensure a positive and conducive service delivery environment. Provide technical assistance over the phone, to clients, event management. Manage costs at the front office. Obtain feedback of customers for service improvement. Assess requirements for process improvements to ensure better quality of services delivered. Provides administrative support to assigned departments. Answers telephone calls and tactfully handles inquiries and/or refers to appropriate party. Manages and prioritizes projects to meet the on-going needs of department. This may include administrative support services such as budget administration; assist in organizing of company events. May communicate with executive, administrative and line management to gather and convey information pertaining to the department. Performs other duties as assigned and report to HR Head.
Senior Medical Transcriptionist
June 2000 --- December 2005
Maintaining a detailed health record of patients through transcription of medical voice data transferred from medical institutions. Able to transcribe medical dictation per AAMT guidelines. Able to make grammatical edits to make physician dictation conform to standard American English rules. Bizenets has an induction-training program that each new hire must agree to undergo to help them understand and imbibe the common transcription standards used. To convert voice files into transcripts & making a direct upload. To work as a team & ensure volumes assigned to team are completed within prescribed TAT. Attend training session as and when required & improvise on their quality on being provided with the feedbacks.
Skills and Expertise
Customer serviceQuality assurancetime management Time Management
Post Graduate Diploma in Business Administration (MBA) in Customer Relationship Management from Symbiosis institute of Management Studies in 2011
Bachelor of Science (B.Sc.) in from Vinayaka Mission's Research Foundation - University in 2005
Diploma in Pharmacy (D.Pharm.) in Pharmacy from Soniya Education Trust, Dharwad. Govt of Karnataka Drugs Control Department in 1999