Shiv Mohan Email & Phone Number

Delhi, India

• Managing ACI ASQ Survey for Delhi Airport • Conducting Internal DEL Passenger Experience Survey • ACI World's Airport Customer Experience Accreditation program for Delhi Airport• Managing Skytrax Audit for DEL in coordination with DIAL internal depts. for smooth execution• Meeting with departments for action planning pertaining to Subjective Service Quality Survey under OMDA schedule-4• Publish the weekly, monthly and quarterly reports & dashboard to respective departments• Vendor Management: Timely submission of Invoices, Invoice processing in SAP, timely payment to the vendors with coordination with DIAL-Finance Team• People Management · Process Improvement

Delhi, India

• Leading the team of Surveyors & Field Work Agents for OMDA schedule-3 & ACI-ASQ• Understand and effectively manage the team’s governance and performance• Understand the level of risk & propose mitigation plans and partner with other support teams to resolve request/issues in a timely manner• Clearly communicate team goals and deliverables and keep the team updated on changes• Maintain client relationships interface through regular connects and emails• Understand client priorities and problems & help translate actions for the team• Publish the weekly, monthly and quarterly reports & dashboard to respective departments• Preparing schedule to execute the ASQ survey at departures gate area• Meeting with departments for action planning pertaining to Objective Service Quality Survey under OMDA schedule-3• Meeting with departments for action planning pertaining to Subjective Service Quality Survey under OMDA schedule-4 (ASQ)• Manage the vendor for the client: Timely submission of Invoice, Invoice processing in SAP, timely payment for vendor with coordination with DIAL-Finance Team• Conducting Internal DEL Passenger Experience Survey at T1, T2 & T3 to maintain the positon in ASQ worldwide• Transited Delhi Airport ASQ survey from pen & paper to tablet based survey• Managed Skytrax Audit 2022 for DEL in coordination with DIAL internal depts. for smooth execution

New Delhi Area, India

• Meeting stakeholders along with project lead to identify training needs and accordingly create monthly schedules• Room booking based on the training calendar on GMR portal (SharePoint)• Informing (Internal/External) stakeholder for the scheduled trainings on a daily basis• Identifying the batch sizes and assigning trainers for different trainings• Creating monthly dashboards for all the trainings/audits to identify the impact/gap• Organizing/Creating periodic reviews of existing training documents- SOP, SLA, templates for Dashboard• Identifying training needs, supporting trainers in creating training modules and ensuring proper formatting of all documents before the final review by head of quality• Organizing Wondering About Audit (WAA) and creating monthly improvement reports for key stakeholders• Conducting “Moment of Truth audits as and when required• Facilitating “Learning Management System for buggy staff at the airport• Supported Spice Jet-Indigo Transition from T 2 to T 3• Worked with external auditor for Skytrax

Banglore

• Global reporting using excel, access and business objects• Publishing the global reports• Preparing daily, weekly & monthly statistics• Active participants in data analysis based on reports for research and forecasting future estimations

Noida Area, India

• Analyzing inappropriate referrals for the week, month and interpret it in graphical presentation to the team manager• Analyzing and assigning work to team members and resolving queries• Proficient on BI reporting tools (Business objects – worked & used desktop & web)