Devika Chengappa – (Associate CIPD-L&D, CTA Certified Professional Coach)

Learning and Development Professional

+971********* – adlxza@r.postjobfree.com

PERSONAL SUMMARY

A customer focused professional with over 18 years’ experience, 15 of which was earned representing a high- end brand in the aviation industry. Experienced in writing procedures, manuals, job descriptions and conducting Training Needs Analysis [TNA]. Passionate about delivering results with a proven track record in design, development, delivery of high quality, developmental and industry specific training in line with company and legislative standards; ensuring messaging is both impactful and engaging. Highly skilled in facilitation, coaching, feedback and on the job training, credited with over 9000 training and facilitation hours. KEY SKILLS

• Training Needs Analysis, Training Design, Delivery and Evaluation

• Project management-organizing for results and resilience.

• Customer Service management, with the ability to maximize the customer experience

• Proficient in Microsoft Office including Word, Excel and Power point

• Analytical ability, critical thinking and data driven decision making

• Leadership and team management- skilled in setting expectations, coaching, motivating

• Change, conflict & complaint management - a skilled influencer

• Excellent communication, presentation and interpersonal skills; extensive experience in writing standards and manuals

• Hindi [Native] English [Proficient]

PROFESSIONAL QUALIFICATIONS

• CIPD Level 5 Diploma in Learning & Development [Oakwood International] November 2020 – completion April 2021

• CTA Certified Professional Coach - on the path of ICF Accredited Associate Coach (ACC)-(ACSTH)

• Association of Talent Development (ATD)- Instructional Design Certification. October - December 2020

• Mangalore University - MBA in Marketing Management. 2000-2002

• St Aloysious College, Mangalore University - Bachelor’s Degree in Commerce (B.COM). 1997 – 2000 PROFESSIONAL EXPERIENCE

Flexiflo Corp - L&D Consultant, Corporate Trainer and Coach- October 2020 - June 2021 Key achievements:

• Conducted business needs analysis from an L&D perspective, made enhancements to job descriptions, designed developed and delivered Leadership and Management training that helped create and foster a learning culture focused on performance and personal development.

• Created the L&D policy, plan, and budget for 2021, setting the foundation for a performance driven learning culture

• Coached Managers on performance and leadership that resulted in improved individual and team performance. Emirates Airlines. July 2005 - October 2020

Safety and Emergency Procedures (SEP) Trainer. June 2013 - October 2020 Key achievements:

• NAJM AWARD - Emirates Appreciation

• 245 Training Days of Dedication for the financial year 2014/2015

• NAJM AWARD [Emirates] MERIT Safety & Emergency Procedure Training

• NAJM AWARD [Emirates] Filming RAMADAN Video and working with FACE CLUB (Emirates Airline) Key competencies:

• Training Needs Analysis [TNA] - conducted TNA, designed and developed course material to backfill skills gaps and revised teaching plans to meet future needs

• Training delivery - delivered high quality and impactful training on safety, crew resource management [CRM], leadership, soft skills and customer service training, catering to various learning styles within a multinational audience of over 50 learner groups [24 per group], assessing competency and onward managing performance. Orchestrated and facilitated training delivery for the annual recurrent program for approximately 1500 crew and pilots per year, including technical aircraft (Boeing 777, and Airbus 380 fleet

• Project management – collaborated in development of training videos for Group Safety and SEP Training Departments

• Administrative: Managed performance reporting, attendance and liaised with facilities team for resource allocation. Group Safety. February - August 2016

Key competencies:

• Project management - managed the design and development of a Share point portal for the safety promotions team

• Project Management: Manuals and procedures: - worked with Health and Safety Manager, developing and editing the Workplace Health and Safety Manual, worked with Policy, documenting, editing and proofreading the Safety Management System Manual and developing the Inter departmental procedures manual for the Group Safety department

Cabin Manager (Flight Purser) -777/380 Fleet. October 2012 - October 2020 Key achievements:

• Promoted to Cabin Manager for consistently achieving high-performance scores and exceptional customer feedback

• Developed and led crew to increase customer satisfaction scores and positive customer feedback ensuring repeat custom, receiving numerous appreciations from crew and customers Key competencies:

• Leadership – led the delivery of the Emirates service, ensuring customer needs were exceeded, whilst embedding a strong understanding of diversity. Confidently managed emergency, medical and security incidents, as well as flight delays, crew wellbeing and personal issues

• Performance management - provided motivational feedback and developmental coaching to crew ranks, resulting in skill enhancement and positive development

• Communication - built relationships with crew teams and other stakeholders, supporting company initiatives and communicating key messages; leading and coaching crew through the implementation of service delivery changes

• Driving revenue - accountable for revenue processes, consistently achieving profit targets without compromising standards of excellence, handling various currencies and ensuring monetary procedures were adhered to

• Compliance – oversaw compliance with company policies, procedures, safety legislation and boarding processes to comply with On-Time Performance recommendations

Cabin Crew. July 2005 - 2012 [promoted to supervisory role in 2008] PROFESSIONAL TRAINING

• Info space Share point Training - 2016

• Train the Trainer – 2013, 18 weeks Train the Trainer-Safety and Emergency Procedures Trainer-2013

• Train the Trainer-Leadership-2013

• Flight Purser - Leadership Training 2012

• Dangerous Goods/ Manual Handling

• First Responder and Fire-fighting to CAP360; qualified in advanced first aid, including CPR and defibrillation techniques

• Conflict and complaint management

• COPC 2000 Standard, Service Centre Excellence (Quality Audits and Performance Management) Training Program. 2003

• SYKES Standard of Excellence (Management Training) 2003 CAREER SUMMARY

• SYKES Bangalore (IT and ITES) - HR Specialist. 2003 – 2005-Managed recruitment, supervised a team of 5, trained in audit and standards (COPC) and responsible for HR process improvement.

• Aim Insights Training Institute and College for HRD - Trainer and Lecturer. 2002-2003-developed course material for 4 subjects for a HRD degree course, Co facilitated Leadership Skills and Team building training and conducted employable Soft Skills Training for Engineering students

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