Tanya Arora

OPERATIONS & CUSTOMER SERVICE PROFESSIONAL

A well presented, articulate and confident Operations & Customer Service Professional with 12 years of successful management and
leadership experience including team management, supervision of employees and coordinating with team. An unwavering commitment
to customer service, with the ability to ensure high quality and timely expedition of customer requests, build productive relationships,
resolve complex issues and win customer loyalty. Passionate about creating organizational success and bettering brand reputation
through serving customers in a truly memorable way.

info@topresumes.in : + 91 9643265048

101,12 St. Domnic road, Bandra (West),

Mumbai- 400050

CORE COMPETENCIES
Customer Relationship Inbound and Outbound Calls
Management
Active Listening Analyzing Information

Team management Persuasive Speaking Skills

Detail-Oriented Positive language

Database Management Operation Management

Leadership Skill Time Management

PROFILE SNAPSHOT
Managing the overall health of the office and assisting in building an amazing place to work. Building an excellent
rapport with the team & other business groups to ensure smooth day to day operations.
Hands on experience of inbound and outbound calls. Experience in answering and screening calls, as well as scheduling
appointments. Managing excellent relations with customers by quickly sorting out their queries/issues.
Consistently managing high volumes of work accurately and efficiently while working under stringent timelines.
Offering support and solutions to customers in accordance with the company's customer service policies.
Coordinating complex scheduling and extensive calendar management, as well as management of content and flow of
information to senior executives.
Good organizational and time management skills with the flexibility to reprioritize as necessary. Ability to observe
business etiquette and maintain a professional appearance.

WORK EXPERIENCE
FRONT OFFICE EXECUTIVE
VINAR OVERSEAS PVT. LTD, MUMBAI
05/2019 - Present,
Roles & Responsibilities
Being the first point-of-contact in the office always ensure to create a thoughtful experience for visiting employees and guests.
Responsible for keeping the reception area tidy and presentable, with all necessary stationery and material.
Answering telephone calls, emails & chats and addressing them as per company's policies, procedures, culture, and business values.
Supervising the housekeeping department and preparing a list of stock. Also Supervising general services like Telecom, Internet,
Safety, Security, Fire Alarm System, etc. and responsible for coordinating with other departments in exchanging information.
Performing administrative and office support, such as typing, dictation, spreadsheet creation, faxing, and maintenance of filing
system and contact database. Also assisting the HR team in Joining and exit formalities.
Experience of working with word processing, spreadsheets, and emails, including Microsoft Word, Excel, and Outlook Express.
Assisting back office colleagues in the intricacies of Secretarial work at the MD’s office.

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WORK EXPERIENCE
CABIN CREW IN CHARGE (CCIC)
JET AIRWAYS, MUMBAI
11/2010 - 04/2019,
Growth Path: Flight Attendant ---> Cabin Crew In Charge
Roles & Responsibilities
Excellent experience in handling responsibilities in International a n d Domestic first class corporate and commercial as flight
attendant. Responsible for preparing detailed reports of the flight on a daily basis.
Team Management: Was responsible for managing a team of flight attendants. Also responsible for delegating duties to the crew.
Undertaken proficiency checks of the on-line crew.
Conducted Pre-flight briefing to the crew which included setting a goal for the flight and motivating the crew. Also conducted Post
flight de-briefing where constructive feedback was given to the team after the flight.
Ensured safety and comfort of passengers on board an aircraft and was on the front line in providing quality service to the
customers. Handled medical emergencies on board the flight.
Contributed to the smooth functioning of the business by accurately accounting for passengers and the goods we were required to
serve them. Promoted the sale and usage of products and services offered by the specified industry partners.
Prepared detailed reports following every flight included information on departure and destination locations, number of passengers,
food and beverage sales, inventories of various hospitality items, condition of all cabin equipment, and accounts of any passenger
issues.
Decision Making & Problem Solving: Remained calm and offered assistance to passengers/crew members in the event of an
emergency. Always adhered to established regulations and procedures.
Reported to the Pilot in command on board the flight. Responsible for the smooth conduct of the flight.
Greeted passengers and assisted them during flights to ensure that their needs and requirements were always fully met. Attended
passengers and provided a high level of customer service throughout every flight by greeting each passenger and provided
information about airline procedures, seat locations, and inflight services.
Ensured that adequate supplies of refreshments and emergency equipment were on board. Offered the highest level of customer
service while providing customers with information regarding flights, fares, destinations, special offers and other travel products

EDUCATION
Professional Secretarial Diploma Dangerous Goods Regulations Training
Davar’s College, Fountain 2010 Approved by DGCA
05/2010, 12/2010,

Aviation Security Training Bachelor of Commerce

DGCA St. Andrews College, University of Bombay
02/2011, 10/2009,

ACHIEVEMENTS
Won In-flight Customer Service Award of Excellence, Awarded ‘The Best Personality’ (Soona Wadia Trophy),
Jet Airways (2016) (05/2010)
By Davar’s College of Commerce Secretarial Studies & Services.

SOFT SKILLS

Strong Interpersonal Skill Creative Thinking Analytical Skill Desire to Learn Critical Thinking

LANGUAGES
English Hindi
Full Professional Proficiency Full Professional Proficiency

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