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
RITIKA AHUJA 2017
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