Divya Jyoti

Experience

• 

  Spicejet Limited

  Jun 2009 - Aug 2011

  My responsibilities were:(1) Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.(2) Keep records of customer interactions, process customer accounts and file documents.(3) Follow communication procedures, guidelines and policies of the airline. (1) Responds to communications from passengers, travel agents in connection to the bookings with SpiceJet Airlines on the helpline numbers: +91-9871803333 and +91-9654003333.(2) Effectively manage large amounts of incoming calls.(3) Build sustainable relationships of trust through open and interactive communication.(4) Provide accurate, valid and complete information by using the right methods/tools.

  • Executive - Customer Relations

    Nov 2010 - Aug 2011

  • Reservation Executive

    Jun 2009 - Oct 2010
• 

  Spicejet Limited

  Nov 2012 - Dec 2019

  My roles and responsibilities are:-Conduct training sessions to executives to maximize performance.-Prepare and develop training material based on department requirements.-Create monitoring and evaluation strategies and logistics.-Assess and evaluate performance of reservation executives.-Document performance reports and worksheets of all personnel.-Interact with management teams in scheduling training activities.-Design and develop classroom materials and presentations.-Ensure compliance of corporate standards and procedures in training sessions. Show less -Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.-Provide the team with a vision of the project objectives.-Motivate and inspire team members.-Facilitate problem solving and collaboration.-Encourage creativity, risk-taking, and constant improvement.-Recognize and celebrate team and team member accomplishments and exceptional performance.-Coordinate with internal and external customers as necessary.-Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.-Assure that the team addresses all relevant issues within the specifications and various standards.-Help keep the team focused and on track.-Conducting performance appraisal for the team. -Contribute for the initial hiring and selecting process of the front line.-Compiling reports on team’s performance and customer feedback.-Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.-Training and development of staff.-People Management, including all HR related issues, as well as staff development.-Operational Management: Managing the floor, adherence to schedule. Show less

  • Sr. Trainer - Reservations

    Nov 2015 - Dec 2019

  • Team Leader - Reservations

    Apr 2013 - Oct 2015

  • Senior Executive - Customer Relations

    Nov 2012 - Mar 2013