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Manager Training

Location:
560064, India
Posted:
March 24, 2011

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********** Singh ********

Flat No.***, Montana Block, Heritage Estate,

Yelahanka, Bangalore - 560064, India.

Mobile : 0091 934*******

E-MAIL: *********@*****.***

OBJECTIVE

To obtain a challenging and rewarding position with a dynamic and diverse

team of individuals and work in a growth oriented environment. Secondly, to

utilize skills and talent to the fullest and to achieve company objectives

of service, leadership and profitability through constant learning.

Summary

With the work experience I have in the aviation Industry, I bring with me

an experience in Passenger services, baggage handling, leading teams and

training colleagues.

With my knowledge in hotel industry I also carry a high degree of

responsibility, excellent communication, team orientation, integrity and a

high level of service and hospitality.

As I hail from an Army background, professionalism, discipline and a Never

Say Die attitude comes naturally to me.

EXPERIENCE

o 11 Sep 2006 Till Date ( Globe Ground India Pvt. Ltd.

Responsibilities & Job Profile

Manager - Trainings & Quality Assurance (Since June 2010 till date)

o Manager since June 2010, have been Assistant Manager since Sep 2008.

o Responsible for handling the entire training department.

o Make and discuss training plans with trainers down the line and make

sure all the staff in the company all over India are qualified up to

the required standards.

o Conduct regular audits in different departments to make sure things are

happening as required.

o Setting QA compliance objectives and ensuring that targets are being

achieved.

o Promoting quality achievement and performance improvement throughout

the organization.

o Ensuring compliance with national and international standards.

Terminal Operations Manager (Since May 2009 till date)

o Was assigned this role so that as trainer we keep ourselves updated

with latest trends in aviation industry which can be incorporated in

trainings and creating manuals.

o Managing the daily operation of the airport terminal from scheduling

appropriate numbers of staff to overseeing or participating in staff

hiring, development and training.

o Act as liaison between airport service providers, upper management,

passengers and the authorities.

o Monitoring all employees and outside vendors / businesses to ensure

that they are in compliance with aviation regulations and security

procedures.

o One important responsibility is to ensure courteous and efficient

customer service is given by all line personnel.

o Handling customer complaints or issues with airport service personnel.

Trainer - Customer Operations and Procedures (Since September 2007 till

September 2008)

o Though I hold the post of Manager trainings, I still continue training

employees on a regular basis.

o Responsible for training existing employees and new recruits on topics

like check-in system, World Tracer, Aviation Basics, Soft Skills and

Communication Techniques which increase the efficiency of staff.

o Assessing performance levels and training needs.

o Instructing, guiding and supporting the learning process.

o Facilitated mentoring process to improve managerial skills of customer

service agents and supervisors.

o Reporting of Assessments and training related communication.

o Preparing manuals for different Trainings.

Passenger Service Agent (Since September 2006 till September 2007)

o Interacted with customers during check-in, boarding and baggage

service.

o Scrutiny of passenger documents including passport and other travel

documents.

o Thorough knowledge of travel document checks, able to profile and

identify impostors.

o Being alert to the recording of and assisting of customers with special

needs such as families with small children and wheel chair passengers.

o Performed ticketing and Passenger Name Record changes, assigned seats,

made public announcements, resolved baggage service issues and prepared

revenue sales reports.

Mishandled Baggage Functions (Since September 2006 till September 2007)

o In addition to check-in functions, this profile was an add on to the

above mentioned role.

o Proficient in World Tracer Management Systems.

o Creation, Tracing and Closure of Property Irregularity /Damaged Baggage

Report.

o Follow up with customer.

o Able to answer all telephone enquiries promptly and politely and attain

good customer satisfaction.

o Direct customer interaction with regard to entire mishandled baggage

procedures.

o Well conversant with the local customs procedure in clearing and

forwarding of mishandled baggage.

o 28 May 2006- 26 June 2006 ( Radisson Windsor Hotel, Jalandhar.

(Industrial Training)

o Worked in Front Office and Sales and Marketing Department and Assisted

in compiling sales data.

o 19 May 2005 - 5 Aug 2005 ( Radisson Windsor Hotel, Jalandhar.

(Industrial Training)

o Worked in House Keeping Department and Front Office.

o 21 April 2004- 17 July 2004 ( Taj View, Agra.

(Industrial Training)

o Worked in all the four major Departments of the hotel.

o Trained in the college Specialty Training Restaurant and different Five

Star Hotels across Bangalore.

TRAINING DETAILS (Trainings Attended)

o IATA Aviation Internal Auditor (IATA Training & Development Institute,

Delhi, India, Feb 2010)

o Lost and Found (World Tracer) Advanced (Lufthansa Training Institute,

Germany, December 2010)

o Management Training program (GlobeGround India Training Department,

September 2008)

o Aviation Basic and Aviation Security (GlobeGround India Training

Department, June 2008)

o Train the Trainer program (GlobeGround India Training Department,

September 2007)

o Basic Ticketing Course (Lufthansa Training Institute, Frankfurt,

Germany, July 2007)

o German and Schengen Document training (German Border Police, April

2007)

o Canadian Document check & profiling training (Luc Le Francois, Canada

Border Services Agency, February 2007)

o Basic Check-In course (Lufthansa Check-in Training, Delhi, India,

November 2006)

ACADEMIC QUALIFICATION

Class / Level University / Board Institute Place Year

Graduation BHM* Bangalore AIHM & CT Bangalore 2003-07

University

Class XII C.B.S.E. Army School Mhow 2002

Class X C.B.S.E. Army School Mhow 2000

*BHM : Bachelor in Hotel Management from Army Institute of Hotel Management

& Catering Technology.

ACHIEVEMENTS

. Key Account Manager for Lufthansa German Airlines and Oman Airways in

Bangalore from GHA.

. Being a part of Training and Quality Assurance Department, I started an

employee welfare group called Team Razzmatazz and where with the team we

have been organizing educational and entertaining activities which are

held every fortnight since September 2009.

. Company representative and member of Airport Service Quality team of

Bangalore International Airport Limited (BIAL).

. Successful Trainer for Customer Operations and Procedures.

. Assigned to work with Lufthansa German Airlines since September 2006

untill September 2007.

. Headed the College Marketing Team For Annual Food Festival held in

2006.

. Successfully completed two Web Designing courses from NIIT Jalandhar.

. Awarded as Mr. Army School in the year 2002.

. Was the School Basketball team Captain which Secured First position in

Inter School Basketball Competition.

. Active National Service Scheme camp volunteer since 2004.

STRENGTHS

. Highly flexible and adaptable performer.

. Responsible team member having excellent networking ability

. Eager to learn and take responsibility.

. Dedicated & Professional attitude.

. Adapt to any kind of work environment.

. Ability to Observe and Absorb.

PERSONAL INFORMATION

Date Of Birth: 25 September 1984

Marital Status: Single

Nationality: Indian

Fathers Name: Col G.S. ********

Permanent Address: 147 New Defence Colony, Old Phagwara Road,

Jalandhar Cantt, Punjab # 144005, India

Linguistic Ability: Fluent in English, Hindi and Punjabi.

Hobbies: Traveling, Interacting with People,

Swimming and Listening to Music.

Computer Skills: Familiar with basics of computer, Operating systems,

Amadeus, MS office, Internet, etc.[pic]



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