RITIKA AHUJA NEW RESUME (1)

RITIKA AHUJA 2017

Cell: +91-9619423847, 8291778769: Email Id: [email protected].

SUMMARY

BEHAVORAL TRAINING, GROOMING, CUSTOMER SERVICE, CABIN SAFETY & FIRST AID

PROFILE

Result driven executive with 17 years of experience in Real Estate, Aviation and Hospitality industry.

Expert in the field of imparting training related to Customer Service, Grooming, First Aid and Cabin Safety pertaining to Airlines, I have tried to consistently meet or exceed customer expectations. Established an authentic human connection with each customer; rendered timely, accurate and thorough service.

Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically Manage a track record of wide variety of customer service issues I am a High-powered Customer Service Trainer who effectively motivates associates through continual guidance,

direction, development and coaching

AREAS OF EXPERTISE

Meticulous attention to detail Effective workflow management Team management Skilled multi-tasked Microsoft Office

Adherence to high customer service standards Persuasive Skilled trainer Client relations specialist Excellent time management skills

RITIKA AHUJA 2017

PROFESSIONAL SNAPSHOT

RITIKA AHUJA 2017

PROFESSIONAL EXPERIENCE

ANGEL BROKING, MumbaiOctober 2015 –Present

AVP-LEARNING & DEVELOPMENT

Overall responsible for designing, developing and delivering key leadership and professional development programming.Primarily responsible for implementing programs to educate and develop professional staff for top leadership team to executive level.

Essential Responsibilities:

Develop strong cross-departmental partnerships at all levels of the business. Work closely with key stakeholders viz :Sales, Service, Research & Support team [B2C & B2B] to conduct

Training Need Assessments which are used to develop and implement learning programs across Angel Broking

Design various trainings for the employees in the sales and advisory desk viz Product, process and Selling skills

Develop the content for various e-learning modules on trading in equities Work closely with the sales and the dealing desk in training, coaching and hand holding the employees with an objective of increasing the overall productivity

Frequently assess business needs to ensure Learning plans are meeting critical business initiatives Maintain up-to-date knowledge of latest trends in broking industry across India and continuously seek

creative, effective programming and delivery methods Create and implement methodologies and tools to enhance capabilities of leaders. Facilitate and conduct senior leader team development programs Lead companywide Learning Weeks and develop / identify relevant learning curriculum to support. PAN

India. Lead Team and Manager Effectiveness tools and resource development and deployment – 360 survey, new

manager assimilation, goals/roles/responsibilities, team conflict, and styles assessment. Support the following processes: performance reviews, succession planning, diversity & inclusion, employee

engagement, and career growth and development. Leverage business data, engagement surveys, and industry leading practices to define career management

programs and practices, including goal setting, career paths, key performance indicators, performance reviews, and succession planning.

Support both on-the-ground projects and lead the larger L&D strategy. Knowledge & Assessment centre thorough impeccable product and process knowledge

Build solid cross-functional relationships. Provide logistical support, course development, delivery, evaluation, process measurements, and cost

management. Plan the implementation and facilitation of activities and events, budget spending, material production and

distribution, and other resources to ensure that operations are managed within authorized budgets. Assist with the development of strategic plans

JONES LANG LASALLE, Mumbai

RITIKA AHUJA 2017

Dec 2012 –September 2015

SENIOR TRAINING MANAGER

Develop, implement, and monitor training programs within JLL. Supervise technical training for staff at sites PAN India Conduct orientation sessions with help of subject matter expert Create brochures and training materials Develop multimedia visual aids and presentations Create testing and evaluation processes Prepare and implement training budget Evaluate needs of clients and plan training programs accordingly Conduct performance evaluations quarterly Provide classroom training, demonstrations, on-the-job training, meetings and workshops. Conduct Train the Trainer Sessions for facilitators Provide performance feedback. Conduct Leadership Excellence and Manger Excellence trainings Build solid cross-functional relationships. Provide logistical support, course development, delivery, evaluation, process measurements, and cost

management. Plan the implementation and facilitation of activities and events, budget spending, material production and

distribution, and other resources to ensure that operations are managed within authorized budgets. Assist with the development of strategic plans

INTERGLOBE AVIATION (INDIGO), GurgaonMar 2010-Nov 2012

EXECUTIVE-TRAINER [CLD]

Grooming &Customer Service

Formulation of new manuals & training modules related to Grooming, Customer service & personality enhancement

Conducting salon/make up classes for the new trainees Conducting grooming classes for grooming regulations

and body language as per company guidelines Conduct random grooming audits for the trainees and

online crew pan India Update the crew regarding new grooming regulations Handle the issuing of uniforms ,maintaining inventory of

the items issued Coordinate with the procurement team for uniform

issuance Ensuring personality development Design and implement programs to improve performance

and efficiency for service to customers Ensuring the implementation of new standards &

development of the customer service staff

Cabin Safety Training

Formulation of new manuals related safety and emergency procedures & provide inputs for new training manual

Training new cabin attendants on Safety & Emergency Procedures

Conduct all Safety & Emergency procedures check for Senior Cabin Crew

Monitor progress of individuals & recommend additional training if required

Prepare safety questions papers for the purpose of conducting exams

Coach and mentor new trainer

SPICEJET LIMITED, Gurgaon

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Feb 2007-Mar 2010

TRAINER – INFLIGHT DEPARTMENT

Customer Service & Grooming

Design training materials and determine the correct methodology for training

Develop ongoing training module Communicate to Servicing team

members, leaders and trainers new updates

Deliver training and coaching to Servicing team members at all levels

Ensuring the implementation of new standards & development of the customer service staff

Design and implement programs to improve performance and efficiency for service to customers

Ensuring the implementation of new standards & development of the customer service staff

Ensuring personality development & conduct random grooming checks

First Aid Training

Formulate and implement training program

Training the cabin crew as per the current and approved First Aid training

Formulate first aid circulars & updates Formulation of new first aid manual

SEP Training

Formulation of new manuals related safety and emergency procedures & provide inputs for new training manual

Training new cabin attendants on Safety & Emergency Procedures

Conduct all Safety & Emergency procedures check for Senior Cabin Crew

Monitor progress of individuals & recommend additional training if required

Prepare safety questions papers for the purpose of conducting exams

Coach and mentor new trainer

ORACLE INDIA PVT. LTD, GurgaonOct 2006-Feb 2007

ASST. MANAGER – OPERATIONS (CUSTOMER SERVICE)

Liaison with valuable clients Improved service quality and increased sales by developing a strong knowledge of company's products and

services Provided detailed monthly departmental reports and updates to senior management Addressed negative customer feedback immediately & rectified the same within the company parameters

HOLIDAY INN, Mumbai

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May 2005 – Jan 2006

SALES MANAGER-ROOMS

Supervision of various marketing and sale process. Recruiting and Training at executive and trainee levels. Involved in decision- making process related to Marketing & Sales. Handling of day-to-day orders & reports. Receiving feedback from the sales executive. Identifying the potential clients, Understanding the Work Environment and selling the most suitable rooms. Handling Accounts (Clients) – Handling Clients of the agency. Interacting on day-to-day basis, Follow-ups of the contracts taken and Products sold. Reporting to the Head office.

OMAN AIR, MuscatApril 2004 – Feb 2005

JET AIRWAYS PVT LTD, MumbaiFeb 2001 – Mar 2004

CABIN CREW

Attended pre-flight briefings Inspected aircraft for defects and malfunctions, according to pre-flight checklists Briefed passengers according to company and DGCA requirements Ensured that food, beverages, blankets, reading material, emergency equipment and other supplies were

aboard Ensured the passengers needs and expectations were met throughout the flight Informed pilot potentially hazardous conditions Completed all post-flight duties

SUPREME FIRE EQUIPMENTS, MumbaiAug 1999- Jan 2001

MARKETING SUPERVISOR

Identifying the potential clients, Understanding the Work environment and selling the most suitable product. Recruiting and Training at executive and trainee levels. Led a team of Twelve (12) executives. Involved in decision- making process related to Marketing & Sales. Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills Built relationships with customers and the community to establish long-term business growth

EDUCATIONAL QUALIFICATION

2000 : Graduation from University of Mumbai-Psychology Majors

RITIKA AHUJA 2017

1997 : Higher Secondary Certification from G.N.D.U., Amritsar

PROFESSIONAL COURSES

Basic First Aid Course NIIT Basic course Train the trainer course [for training] Train the trainer course for Customer service