NISHA SAINI
Summary
Dynamic and results-oriented professional with over 15 years of hands-on experience in customer service and team leadership roles. Known for my ability to thrive in fast-paced environments, I bring a wealth of expertise in delivering exceptional service, driving team performance, and solving complex problems with precision. With a passion for continuous learning and a knack for innovation, I am eager to leverage my diverse skill set and proven track record to make a meaningful impact in challenging and rewarding roles.
Overview
16
16
years of professional experience
Work History
TEAM LEADER-SERVICE DELIVERY
CANADIAN AUTOMOBILE ASSOCIATION
06.2023 - 03.2024
- Led and supervised a team of customer service representatives, ensuring adherence to performance targets and delivering exceptional service to members.
- Provided coaching, training, and mentorship to enhance team members' skills in customer service, product knowledge, and sales techniques.
- Monitored individual and team performance metrics such as call handling time, customer satisfaction scores, and sales conversion rates, providing feedback and guidance for improvement.
- Coordinated daily workflow and resource allocation to ensure timely response to member inquiries, service requests, and sales opportunities.
- Fostered a customer-centric culture, emphasizing strong member relationships and personalized assistance.
- Handled escalated member issues and complaints with effective problem-solving skills and interpersonal communication to ensure resolution and member satisfaction.
- Identified opportunities for process optimization and efficiency gains, proposing and implementing solutions to enhance service delivery and member experience.
- Facilitated open communication and collaboration within the team and across departments, sharing best practices and fostering a positive work environment.
CABIN SENIOR/ ON-BOARD LEADER
ETIHAD AIRWAYS
08.2014 - 04.2023
- Supervised 8-10 cabin crew members on Airbus 380,320/321,350 and Boeing 777, B787 aircraft, ensuring safety procedures, service standards, and regulatory requirements were met.
- Monitored crew performance, provided feedback, and coaching for improvement.
- Collaborated with ground staff, flight crew, and other departments for efficient operations.
- Managed passenger issues, complaints, and special requests professionally.
- Oversaw pre-flight inspections, cabin setup, and catering arrangements.
- Conducted pre-flight briefings, assigned duties, and ensured crew readiness.
- Led emergency drills and simulations, ensuring crew readiness for onboard situations.
- Stayed updated on industry trends and regulatory changes for operational adjustments.
- Created detailed incident reports and conducted thorough investigations.
- Ensured compliance with regulatory guidelines for enhanced flight safety and security.
- Served as role model for professionalism, customer service, and commitment to safety.
FLIGHT ATTENDANT| PREMIUM CLASS
QATAR AIRWAYS
06.2011 - 04.2014
- Executed safety and emergency procedures to ensure passenger safety and security.
- Provided amenities and personalized services to accommodate the needs of premium-class passengers.
- Effectively communicated with passengers, addressing needs, and promptly resolving issues.
- Demonstrated diplomatic conflict resolution skills to maintain positive passenger experience.
- Consistently adhered to etiquette standards and protocols in passenger interactions.
- Actively pursued opportunities for professional development and training to enhance skills and knowledge.
- Proficiently delivered exceptional customer service tailored to the needs of premium-class passengers, overseeing interactions with up to 21 guests per service.
FLIGHT ATTENDANT
KINGFISHER AIRLINES
02.2008 - 06.2011
- Ensured passenger safety and well-being by implementing safety protocols, conducting pre-flight safety demonstrations, and guiding passengers during emergencies.
- Provided exceptional customer service by greeting passengers warmly, assisting with seating, taking meal orders, and addressing inquiries and concerns promptly.
- Prepared cabin for boarding, conducted safety checks, maintained cleanliness, and organized supplies for efficient service delivery.
- Collaborated with crew members and flight deck crew to ensure smooth operations, clear communication, and efficient task coordination.
- Actively participated in continuous learning opportunities to enhance skills, stay updated on industry trends, and improve as flight attendant.
- Represented airline as positive brand ambassador, upholding polished appearance, and consistently delivering memorable experience to passengers.
Education
Ontario College Certificate - Hospitality Skills
Centennial College
Scarborough, ON,CanadaBachelor of Commerce -
Periyar University
Salem,Tamil Nadu,IndiaHigh School Diploma -
Army Public School
Ambala, Haryana,IndiaSkills
- Decision Making
- Time management
- Team management
- Quality control
- Customer service
- Data Entry Proficiency
- Multitasking
- Coaching and Mentoring
- Adaptability and Flexibility
- Problem Solving Aptitude
Timeline
TEAM LEADER-SERVICE DELIVERY
CANADIAN AUTOMOBILE ASSOCIATION
06.2023 - 03.2024
CABIN SENIOR/ ON-BOARD LEADER
ETIHAD AIRWAYS
08.2014 - 04.2023
FLIGHT ATTENDANT| PREMIUM CLASS
QATAR AIRWAYS
06.2011 - 04.2014
FLIGHT ATTENDANT
KINGFISHER AIRLINES
02.2008 - 06.2011
Ontario College Certificate - Hospitality Skills
Centennial College
Bachelor of Commerce -
Periyar University
High School Diploma -
Army Public School
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