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- Proactively addressed inquiries, complaints, and requests on the company's social media platforms.- Maintained continuous communication with customers and stakeholders, providing timely updates on problem statuses.- Utilized analytical tools such as Tableau and Redash to extract precise data points, enhancing the decision-making process.- Strategically scheduled employee shifts, considering day-to-day customer traffic and employee capabilities.- Demonstrated a high level of individual discretion to enhance customer satisfaction and contribute to business success.- Established credibility with customers by empathizing with their concerns, understanding their needs, and responding promptly.- Accurately documented all customer issues via emails and customer support tools, strictly adhering to established processes and ensuring timely follow-ups.- Collaborated on senior leadership escalations, offering solutions for high-impact problems by identifying root causes and recommending operational and product improvements to relevant stakeholders.- Conducted daily Root Cause Analyses (RCAs) using JIRA in collaboration with the analytics team to refine Standard Operating Procedures (SOPs) for smoother operational flows.- Managed Legal and Consumer Court escalations, achieving resolutions for high-priority cases within a strict 24-hour timeline.

Founded IndiGo Forever 6E Facebook and Instagram page, presently 300K+ followers

- Founded and managed the Forever 6E Facebook page and Instagram handle, growing the brand's online presence to over 250k Instagram followers and 75k Facebook followers. - Developed and executed an innovative social media strategy aligned with IndiGo's brand objectives and target audience.- Created and curated compelling content for various social media platforms, including Facebook, Instagram, Twitter, LinkedIn, and YouTube.- Managed day-to-day social media activities, including post scheduling, comment monitoring, and engaging with followers for timely and meaningful responses.- Stayed abreast of social media trends, platform updates, and industry best practices to continually optimize our social media presence.- Collaborated with cross-functional teams, such as Marketing, PR, and Customer Experience, to align social media activities with broader business goals.- Monitored social media analytics and generated reports to measure campaign effectiveness, track key performance indicators, and provide actionable insights for improvement.- Identified and leveraged influencer partnerships and brand collaborations to amplify social media reach and engagement.- Proactively identified opportunities for user-generated content, encouraging community participation and advocacy.- Tracked and reported key social media metrics, including reach, engagement, conversion rates, and ROI, providing regular updates to stakeholders and management.- Stayed updated with emerging social media platforms, tools, and trends, recommending innovative strategies to stay ahead of the competition and enhance brand visibility.- Collaborated with the creative team to develop visually appealing and engaging social media content, including images, videos, and infographics.- Stayed informed about industry regulations, guidelines, and best practices for social media, ensuring compliance in all communications.

Key Responsibilities and Accountabilities:- Warmly greeted passengers at the check-in counter, collecting and verifying their ticket information.- Assessed seating preferences and efficiently generated boarding passes for passengers.- Provided luggage labels for both hand and checked baggage, ensuring proper labeling.- Accurately weighed bags and transparently communicated any excess weight charges to passengers.- Offered essential assistance to passengers, particularly those with special needs, children, and the elderly, during the boarding process.- Guided first-time travelers through immigration and customs procedures, offering valuable support and guidance.- Skillfully managed passenger complaints in adherence to company protocols, aiming to achieve both passenger satisfaction and compliance.- Conducted thorough anti-fraud checks for passports and visas to safeguard against unauthorized entry onto aircraft, including during overnight holds.- Performed anti-sabotage checks to maintain high-security standards in aviation operations.- Maintained stringent access control to aircraft at primary and secondary ladder points to uphold safety and security standards.