Rohit Shetye

Experience

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  Go Airlines India Pvt. Ltd

  Dec 2007 - Dec 2010

  Cabin Crew

  Cabin Service

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  Jet Airways India Pvt. Ltd

  Jan 2011 - Apr 2013

  Cabin Crew

  Cabin Service

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  IndiGo (InterGlobe Aviation Ltd)

  Mar 2013 - Nov 2021

  Manager IFS

  Experienced in handling airline core operations from scoping, business requirements gathering, solution design, and gap to change and release management. Collaborated with cross-functional teams from requirements through implementation by providing root cause analysis to ensure efficiency while attending steering meetings, Risks governance and Review discussions.Integrated back-office systems and created analytics products & reports to help interrogate business revenue and transaction processing cost drivers such as flight capacity, productivity, staff availability, routes efficiency, etc.Built and developed market knowledge with a focus on understanding business opportunities to enhance market intelligence and tracking trends to remain aware of flight and crew data concerns.Created more than 20 data dashboards to provide insights to senior management as part of the support the customer's lifecycle, buying behavior and anticipate actions to capture and enhance customer value.Established operational reporting methodologies, performed ad-hoc data analysis to support strategy and analyze performance to maintain data integrity.Developed KPI dashboards, visualizations, reports for mid-level, senior level management and stakeholders using Excel on various key metrics in the operations data management project.Created weekly/ monthly communications for Cabin crew strength of 1200 for rolling out process as well as created engagement platforms for colleagues to irradicate ongoing operational issues and devise a plan.Trained a 10-member strong operations team in dealing with customer and employee service issues leading to NPS growth by effective analysis of the technical support and customer service support data.Developed monthly, quarterly and bi-annual reports for the Inflight department pertaining to verticals such as performance, regulatory requirement audits, payroll discrepancies, conduct and discipline. Show less

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  HARVEY & THOMPSON LIMITED

  Dec 2021 - Apr 2022

  Deputy Manager

  Led team with day-to-day processes and strategies to enhance business in line with guidelines and operations at the store while managing international currencies and customer contracts expiring.Improvised the overall staff productivity by 6%, recommending personal training on the areas marked as weak during performance evaluation using the KPI data results.Oversaw store operations in line with regulatory requirements of FCA and company policies by creating a robust plan for retail sales and excellent service delivery in coordination with internal departments.Acted as the Main point of contact at the Pawnbrokers to give the customers information about products and services, take orders, and process returns through in person and over the phone interactions.Liaised outstanding claims with internal stakeholders to answer customer queries; ensured customer disputes were logged and advised the business in a timely manner. Show less

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  NatWest Group

  Apr 2022 - Jun 2023

  Senior Personal Banker

  Organized meetings with customers for a successful financial review of their accounts with a strategic and customized plan based on the customer analytical data at NatWest BankWorked with customers and Identified opportunities to help customers with more complex needs such as mortgages, loans, financial protection, and other private banking needs.Analyzed applicant’s financial status, credit and property evaluation to determine the feasibility of granting a loan, as well as maintained meticulous attention to detail in underwriting mortgages. Liaised with the business workstream leads to understand fully the Report and Analytical requirements and translated the requirements into logical and physical data components.Interacted with internal customers to effectively design, implement, operationalize and document customer report requirements that effectively meet business needs by collaborating with business partners, and analysts. Show less

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  SAS - Scandinavian Airlines

  Jul 2023 - now

  Crew Manager