Mitesh Thakker
Thane
Summary
Results-driven Trainer with a strong background in GDS tools and airline methodologies, aiming to utilize my leadership skills to design innovative training solutions that elevate staff competencies and operational excellence in the airline industry.
Overview
10
10
years of professional experience
Work History
Assistant Manager
Process Trainer WestJet Airlines
Mumbai
03.2025 - Current
- Led training programs to enhance operational efficiency and improve employee performance.
- Developed instructional materials and resources for employee onboarding and ongoing education.
- Facilitated workshops focusing on customer service excellence and conflict resolution strategies.
- Mentored new trainers, providing guidance on best practices and effective training techniques.
- Analyzed training outcomes to identify areas for improvement and implement corrective actions.
- Collaborated with management to assess training needs and align programs with organizational goals.
- Streamlined training processes, reducing time needed for employee onboarding by enhancing curriculum delivery.
Lead Associate Trainer
WNS Westjet Airlines
Airoli, Navi Mumbai
06.2023 - 03.2025
- Developed and implemented comprehensive training programs, enhancing employee performance by 30% within six months.
- Led onboarding initiatives for over 100 new hires, reducing ramp-up time by 25%.
- Collaborated with cross-functional teams to create engaging learning materials, improving training satisfaction scores by 40%.
- Conducted quarterly assessments to evaluate training effectiveness, resulting in a 20% increase in knowledge retention.
- Mentored junior trainers, fostering professional growth and elevating team performance by 15%.
- Spearheaded the integration of innovative training technologies, increasing training accessibility and engagement.
- Achieved a 98% employee satisfaction rate through tailored training sessions and consistent feedback mechanisms.
Senior Associate Flex Trainer
WNS(Expedia)
Airoli, Navi Mumbai
09.2019 - 01.2021
- Developed and implemented comprehensive training programs, enhancing employee performance and productivity by 25%.
- Led cross-functional training sessions, fostering collaboration and knowledge sharing among diverse teams.
- Achieved a 90% satisfaction rate in post-training evaluations, reflecting effective content delivery and learner engagement.
- Streamlined training processes, reducing onboarding time by 30% through the creation of optimized training materials.
Sr.Associate Subject Matter Expert
WNS(Expedia)
Vikroli, Mumbai
01.2017 - 10.2019
- Led cross-functional teams to enhance operational efficiency, resulting in a 20% reduction in processing time.
- Developed and implemented comprehensive training programs for new associates, improving onboarding efficiency by 30%.
- Acted as Subject Matter Expert (SME) for floor operations, providing insights that optimized workflow and increased productivity by 15%.
- Spearheaded quality assurance initiatives that decreased error rates by 25%, ensuring compliance with industry standards.
- Facilitated regular knowledge-sharing sessions, enhancing team collaboration and boosting overall performance metrics.
- Analyzed performance data to identify trends, driving strategic decisions that improved customer satisfaction scores by 18%.
- Mentored junior associates, fostering talent development and promoting a culture of continuous improvement within the team.
Associate(customer Service Agent)
WNS(Expedia)
Vikroli, Mumbai
01.2016 - 01.2017
- Achieved a 95% customer satisfaction rating through effective communication and problem resolution skills.
- Streamlined customer service processes, reducing average response time by 30%.
- Successfully managed and resolved over 100 customer inquiries daily, ensuring timely and accurate support.
- Earned Employee of the Month recognition for consistently exceeding performance targets and sales metrics.
- Implemented customer feedback initiatives that increased service efficiency and enhanced client retention by 15%.
- Trained and mentored new team members on best practices, contributing to a 20% improvement in team performance.
- Developed comprehensive FAQs and troubleshooting guides, reducing repetitive inquiries by 40%.
Education
Bachelor's Degree - Commerce
Symbiosis international deemed university
07.2014
Skills
- Amadues
- Sabre
- Worldspan
- Sabre Sonic
- Citrix
- Genesys
- Leadership Skills
- Training Program Development
- GDS System Proficiency
- Curriculum Design
- Performance Assessment
- Communication Skills
- Stakeholder Engagement
- Technical Support
- Team Collaboration
Languages
Hindi
Native or Bilingual
English
Native or Bilingual
Timeline
Assistant Manager
Process Trainer WestJet Airlines
03.2025 - Current
Lead Associate Trainer
WNS Westjet Airlines
06.2023 - 03.2025
Senior Associate Flex Trainer
WNS(Expedia)
09.2019 - 01.2021
Sr.Associate Subject Matter Expert
WNS(Expedia)
01.2017 - 10.2019
Associate(customer Service Agent)
WNS(Expedia)
01.2016 - 01.2017
Bachelor's Degree - Commerce
Symbiosis international deemed university