Profile Summary:
A highly experienced Training Specialist and Trainer with end-to-end experience of 17 years with two of the Leading World Class Airlines in the Middle East delivering exceptional standards of training, customer service and operational excellence.
My goal is to be part of a business where my strong work ethics, creative initiatives, enthusiasm, confidence and passion are recognised, allowing me to build value and improve business performance.
Work Experience:
Cabin Safety Training Specialist
Qatar Airways – Feb 2016 – Dec 2020
Key Accomplishments:
§ Managed the quality assurance of cabin safety training programs to ensure continued compliance with State and International regulatory requirements.
§ Designed and delivered training programs for new and existing employee development aligned with changing business demands.
§ Conducted training analysis to identify gaps and trends.
§ Conducted audits and quality checks on the training programs, instructional delivery, and training devices to ensure compliance with the department’s expected standards and SOPs.
§ Supervised a team of trainers and provided one-one coaching and feedback against set objectives, brand values and key performance indicators.
§ Service excellence and professionalism in accordance with corporate values.
§ Review and update of the departmental processes and training manuals to ensure compliance with the organizational policies and procedures.
§ Presented operational and training performance information to Senior Management to evaluate team efficiency.
§ Review of the operational safety and security incident reports raised within the Safety Management System.
§ Assisted with the development of the training budget and efficient resource management towards lean spending.
§ Analytical decision making when managing daily operations ensuring business continuity.
§ Administrative support and upkeep of training records.
§ Supervision of the implementation of occupational health and safety policies across the operation to guarantee employee safety.
Certified Safety Trainer and Examiner
Etihad Airways – Mar 2005 – Feb 2016
Key Accomplishments:
§ Evaluated trainer performance and coached training staff to optimize efficiency.
§ Delivered regulatory classroom training courses for flight and cabin crew members.
§ Developed training programs and update of participant guides.
§ Operated VVIP Charter flights in compliance with the strict security and confidentiality protocols.
§ Accountable for the safe conduct and co-ordination of the cabin operations to the Commander while leading a team of cabin crew ensuring the highest safety standards and a premium level of service excellence is delivered to all customers through empowered leadership.
Customer Service Officer
Prudential Process Management Services India Private Limited – Oct 2003 – Dec 2004
Key Accomplishments:
§ Managed all UK based customer queries while ensuring high levels of customer service was consistently delivered.
§ Delivered training sessions on process updates and system functionalities for the team.
§ Deputized for the Process Leader and coordinated team performance to support daily operations.
Education:
Bachelor of ARTS – Mumbai University, India (Economics and Commerce | 2000-2003)
Licenses & Certifications:
Certified Trainer – Qatar Civil Aviation Authority and General Civil Aviation Authority, U.A.E (Safety | Security | Crew Resource Management | Dangerous Goods (CAT 11) | Safety Management System)
Aviation Security Train the Trainer – International Air Transport Association (IATA)
Presentation Skills, Coaching & Feedback Essentials – Harvard Business Publishing Education
Key Skills & Characteristics:
Curriculum Development | Instructional Design | Employee Training & Development | Time Management | Training Delivery | Flight Safety | Aircraft and Airport Operations | Interpersonal & Presentation Skills | Leadership | Efficiency Focused | Supervisory Skills | Meticulous Attention to Detail | Decision Making | Problem Solving | Performance Management | Quality Inspection & Compliance Monitoring | Process Management | Coaching | Customer Service | MS Office 365 | MS Visio.
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