Seema Kumar Email & Phone Number

17 years’ experience in airline industry spearheading a dynamic portfolio of Business Improvement initiatives infused with Project Management skills encompassing Customer Experience, Digital Transformation & Automation, Business Operations, Process re-engineering & Product Development, Cabin Crew Learning & Development and working for Civil Aviation Authority on deputation.Key Achievements:• Project Manager for implementation and automation of Inflight Catering Process involving multiple stakeholders from In-flight, Product Development, Customer Experience, Training, IT and finance teams. Responsible for preparing BRDs (Business Requirement Document) in collaboration with stakeholders and ensuring organization and business objectives are met keeping track of timelines and deliverables. Project included complex system integrations forming the core of the Catering Management System and at the same time ensuring seamless customer experience.• Project lead for enablement of Aviation Resource Management System for automation of network planning and route optimization. Responsible for facilitating workshops for stakeholder groups (Flight Operations, Flight Support center, Network Planning and Crew Rostering) to ensure program acceptance and smooth transitioning of manual processes to system governed interfaces. • Created and delivered organization-wide project for migration of on-going loyalty program on Salesforce platform to a newly developed loyalty platform ensuring minimum impact on program continuity and customer experience. Collaborating with internal and external stakeholders for timely intervention and follow-up during UAT (User Acceptance Testing) sessions where required and ensured timely cut-off of old system and go-live of the new system.• Mapped customer experience, research and benchmark practices within/across industries for all customer touchpoints to revamp customer journey for SpiceClub Frequent Flier Program and delivered end-to-end process realignment on enterprise CRM Tool (Salesforce) right from inception to deployment. This involved digital transformation of customer complaints and implementation of case/ticket management on Salesforce CRM. Ensuring parity of process irrespective of the mode of contact by customer i.e. by Phone call (Call Centre), E-mail or social media. Setup SpiceClub Assist (centralized contact center for Frequent Flier Members for complaint management and grievance redressal).

Listed skills include Team Management, Training, Human Resources, Performance Management, and 15 others.