Sheetal Sivanjali Gounder
Summary
Personable Office Administrator with 12 years of experience prioritizing multiple tasks requiring prompt solutions. Talented problem-solver managing workloads while greeting visitors, answering incoming phone calls and fulfilling staff members' requests. Professional and welcoming in creating upbeat work environment.
Overview
13
13
years of professional experience
Work History
Customer Service Trainer & Training Administrator
Swissport
01.2022 - Current
- Successfully on-boarded numerous new hires, providing comprehensive customer service training that led to higher retention rates.
- Maintained detailed records on individual trainee progress, enabling accurate assessment of overall program success rates over time.
- Collaborated with management to assess staff development needs and created customized training materials accordingly.
- Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
- Assisted in maintaining high levels of employee engagement throughout the training process by incorporating interactive activities and group discussions into each session.
- Evaluated the effectiveness of current training methods, making adjustments as necessary to better align with company objectives and goals.
- Improved customer satisfaction ratings by developing and implementing tailored training curriculums for various departments.
- Increased efficiency within the team by streamlining processes, emphasizing time management skills during customer service workshops.
- Worked closely with other trainers to adapt best practices and share insights, resulting in a more cohesive and effective training program.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Built and maintained professional relationships with vendors and suppliers.
- Mentored junior staff members within the Training Administration department to enhance their expertise in adult learning principles and instructional design.
- Streamlined training processes for increased efficiency by regularly evaluating and updating training materials.
- Created and maintained detailed training records and reports for management review.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Reviewed and edited all training materials for accuracy and company policy compliance.
Service Director
United Airlines
10.2018 - 01.2022
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Improved client retention rates by building strong relationships and offering personalized solutions to their needs.
- Built relationships with industry stakeholders to stay informed on industry trends and developments.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
- Generated reports and provided feedback to management on operation turnouts to inform decision-making on future involvement in events.
- Educated staff on organizational mission and goals to help employees achieve success.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travellers and attending promptly to their concerns.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Increased repeat business through personalized interactions and building rapport with customers.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Resource Planner & Office Administrator
Swissport
08.2011 - 10.2018
- Streamlined scheduling processes for improved productivity and reduced staff overtime hours.
- Collaborated with cross-functional teams to identify potential bottlenecks and implement solutions for smoother operations.
- Optimized workforce management by evaluating skill sets, experience levels, and availability to create balanced work schedules that maximized productivity while minimizing burnout.
- Maintained strong relationships with vendors through consistent communication, ensuring timely delivery of required materials and services for uninterrupted operations.
- Demonstrated adaptability in responding to unexpected scheduling changes, maintaining seamless operations during unforeseen circumstances.
- Reduced scheduling conflicts by proactively identifying and addressing potential issues.
- Coordinated training sessions for new hires, ensuring proper integration into the existing workforce structure.
- Contributed to improved workforce efficiency through strategic scheduling based on skill sets and availability.
- Reinforced company policies regarding attendance, punctuality, and shift swapping among employees.
- Ensured accurate record-keeping with meticulous attention to detail in data entry tasks.
- Enhanced communication between departments by providing timely and accurate schedule updates.
- Promoted a positive work environment through respectful interactions with colleagues and supervisors.
- Checked records for accuracy and completeness, and corrected errors.
Education
Diploma of Tourism & Management - Tourism And Travel Management
International Travel College
Auckland, NZ08.2011
Skills
- Staff Training
- Task Delegation
- Quality Control
- Coaching Techniques
- Program Development
- Attention to Detail
- Clear Communication
- Decision-Making
- Documentation and Recordkeeping
- Data Entry
- Data organization
- Database Management
Timeline
Customer Service Trainer & Training Administrator
Swissport
01.2022 - Current
Service Director
United Airlines
10.2018 - 01.2022
Resource Planner & Office Administrator
Swissport
08.2011 - 10.2018
Diploma of Tourism & Management - Tourism And Travel Management
International Travel College
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<ul><li>Duties: Supported local service dog organization, by providing customer service and intake for interested clients. Conducted individual and group training sessions for dogs of various breeds and temperaments. Assessed each dog's behavior and developed tailored training plans. Educated dog owners on effective training techniques, behavior management, and proper care. Monitored progress of dogs in training and adjusted methods as necessary. Collaborated with other staff members to ensure the well-being of all animals in care. Kept accurate records of training sessions, client feedback, and dog progress.</li><li>S: Joan Moss</li><li>P: 210-557-6891 May contact</li><li>20-30 hrs/w, Volunteer</li></ul> at Operation K9<ul><li>Duties: Supported local service dog organization, by providing customer service and intake for interested clients. Conducted individual and group training sessions for dogs of various breeds and temperaments. Assessed each dog's behavior and developed tailored training plans. Educated dog owners on effective training techniques, behavior management, and proper care. Monitored progress of dogs in training and adjusted methods as necessary. Collaborated with other staff members to ensure the well-being of all animals in care. Kept accurate records of training sessions, client feedback, and dog progress.</li><li>S: Joan Moss</li><li>P: 210-557-6891 May contact</li><li>20-30 hrs/w, Volunteer</li></ul> at Operation K9