Customer Service Experience

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Richa Khanna

650-***-**** (c) ***************@*****.***

Summary

Dedicated professional with 16+ years of robust experience across education, technology, aviation, and retail sectors. Leading by empathy, highest values, and always striving toward the success of the organization. Demonstrated ability to collaborate with diverse teams, understand different perspectives, and deliver highest stakeholder experience. Dependable and motivated, with strong time management and prioritization abilities.

• Extensive customer service skills, with experience in demanding customer service profiles.

• Start-up/Entrepreneurial skills – established supplier & customer base, support infrastructure from scratch for my fashion designing venture.

• Direct sales experience – IT education products.

• Excellent project manager and initiative-taker, with the ability to work independently across multiple concurrent initiatives in a fast-paced environment amidst evolving priorities.

• Excellent problem – solving skills, business judgment, strategic and analytical capabilities.

• Strong judgment in navigating and resolving sensitive situations. Professional Experience

7-11 Franchise Store – Brentwood, CA (June 2022 to Current) Role: Customer Experience Manager

Responsible for providing excellent customer experience for 7-11 Franchise store handling client operations, store layout, order management, conflict resolution, banking and cash operations, rewards and loyalty management, and payroll handling amongst others.

Brentwood Unified School District (BUSD), Brentwood, CA (Sept 2021 – May 2022) Role: Sub-instructional aide

Responsible for working alongside teachers for students with intensive needs (Special Day Class across multiple schools), that cannot be met by the general education program across multiple schools (Elementary and Middle). 7-11 Franchise – San Jose, CA (May 2016 to Sept 2021) Role: Customer Service Sales Associate / Cashier

Responsible for entire operations of the store from Customer management, Stocking, and food preparations. Follow cash on hand policies, perform inventory counts and balance of the cash register. Independent Fashion design – New Delhi, India (Jan 2013 to Dec 2015) Role: Business Owner / Independent Fashion Designer Independent ladies’ bags and fashion accessories designer for leading retail fashion outlets/retail stores. Strong knowledge of fashion, finance, and market trends. Strong independent decision-making ability and business sense. 2

Indigo Airlines -- New Delhi, India (June 2006 to Mar 2011) Role: Senior Cabin Attendant

Worked as Senior Cabin Attendant (SCA) with Indigo Airlines responsibilities included Attend preflight briefings on details of the flight, Ensure that adequate supplies of refreshments and emergency equipment are on board, Assist in cleaning the cabin between flights, Demonstrate the use of safety and emergency equipment, Ensure all passengers have seatbelts fastened and ensure other safety requirements are met, Serve, and sell, beverages, meals, or snacks, responsible for care of passengers’ needs, particularly those with special needs, Reassure passengers during flight, such as when the aircraft hits turbulence, Administer first aid to passengers or coordinate first aid efforts, when needed, Direct passengers in case of emergency

Air Slovakia -- Raja Sansi International Airport, Amritsar, India (Mar 2002 to May 2006) Role: Traffic Assistant Customer Service Associate Responsibilities included, dealing with passenger enquiries about flight departures and arrivals, checking passengers in giving seat numbers, providing boarding passes and luggage labels, telling passengers about luggage restrictions, weighing baggage and collecting any excess weight charges, taking care of people with special needs, and unaccompanied children, calming and reassuring nervous passengers, helped passengers through immigration and customs, escort passengers with night flight connections. Experience with specialization in computer control. Education – Degree / Certifications

• Bachelor of Arts degree in Travel and Tourism (2003-2006) from Guru Nanak Dev University, Amritsar (India)

• BUSD Instructor Proficiency Test – 90 questions

• Certification Course in Cabin Crew Training held by Academy of Air Lines Education, Dehradun (India)

• Certification from Swift India Course by NIIT, Amritsar (India)

• Certified by British High Commission Airline Liaison Office, New Delhi (India) for Passport and Visa Checks

• Certified for Basic Airport Handling by Jet Airways (India)

• Certified for Load & Trim Sheet planning by Jet Airways (India)

• Certified for Sabre Qik Check-in (Passenger Check-in) by Jet Airways (India)

• Certified for Telephone Etiquette by Jet Airways (India)

• Certified for Customer Services Excellence by Jet Airways (India) Languages

• English (Fluent)

• Hindi (Fluent)

• Punjabi (Fluent)

Work Authorization / Residence Status

• Permanent Resident, USA

Professional References available upon request.

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