Summary
Overview
Work History
Education
Skills
Core Competency
Traveling, Movies
Languages
Timeline
Generic

Niraj Malhan Chudasama

Foster City,CA

Summary

Dynamic and purposeful manager with 20+ years of experience leading teams to achieve operational excellence and drive business success. Proven record of effectively overseeing diverse functions, including operations, sales, customer service, while consistently exceeding performance targets and enhancing customer satisfaction. Skilled in strategic planning, process optimization, and team development, with a focus on fostering a collaborative and high-performance work environment. Exceptional communication and leadership abilities, adept at motivating teams, resolving challenges, and achieving organizational objectives. Seeking to leverage expertise in Airline Industry and to contribute to the success of a forward-thinking organization.

Overview

26
26
years of professional experience

Work History

AVP, Financial Center Manager

Bank of America
09.2018 - 11.2023
  • Implemented rigorous risk management protocols and compliance procedures, ensuring regulatory adherence, and mitigating operational and reputational risks
  • Achieved a flawless audit record and high regulatory compliance score
  • Cultivated strong community partnerships and represented the financial institution at local events and networking forums, bolstering brand awareness, and driving customer acquisition initiatives
  • Demonstrated leadership in overseeing operations, including staff management, performance evaluation, and coaching to drive productivity and achieve business objectives
  • Spearheaded strategic initiatives to enhance customer satisfaction and retention, resulting in increased revenue and market share within the target area
  • Maintained a proven history of effective risk management and compliance adherence, ensuring regulatory requirements were met, while minimizing operational risks and exposure.

Groups & Corporate Sales Operations Supervisor

Virgin America
02.2014 - 05.2018
  • Expertly oversee the coordination and execution of group and corporate sales strategies, ensuring alignment with organizational goals and maximizing revenue generation opportunities
  • Lead a dynamic team in developing and implementing innovative sales techniques and promotional campaigns tailored to corporate clients and group bookings, driving customer acquisition and retention
  • Maintain meticulous oversight of sales operations processes, including contract negotiation, pricing strategies, and inventory management, to optimize efficiency and profitability
  • Cultivate and nurture relationships with key corporate accounts and group partners, serving as a primary point of contact and administrator for inquiries, concerns, and customized service solutions to enhance client satisfaction and loyalty
  • Maintained open lines of communication with senior leadership to provide regular updates on operational progress and challenges faced by the team.
  • Analyze sales performance metrics and market trends to identify areas for improvement and formulate data-driven recommendations for strategic initiatives, ensuring continuous growth and competitiveness in the groups and corporate sales segment.

Contact Center Supervisor

Virgin America
04.2007 - 01.2014
  • Demonstrated ability to effectively lead and motivate a team of contact center agents to achieve and exceed performance targets, ensuring prominent levels of customer satisfaction and operational efficiency
  • Strong verbal and written communication abilities, adept at conveying complex information clearly and professionally to both team members and stakeholders, fostering a culture of open communication and collaboration
  • Skilled in identifying and addressing challenges within the contact center environment, utilizing analytical thinking and innovative solutions to optimize processes, enhance service quality, and mitigate escalations
  • Proficient in implementing performance management strategies, including monitoring key performance indicators (KPIs), providing constructive feedback, coaching team members for continuous improvement, and recognizing outstanding performance
  • Ability to thrive in a fast-paced and dynamic contact center environment, adept at managing changing priorities, resolving conflicts, and maintaining composure under pressure, ensuring seamless operations and superior customer service delivery.
  • Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
  • Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.

Purser

British Airways
09.1997 - 01.2000
  • Proficiently managed onboard operations, including passenger services, crew coordination, and safety protocols, ensuring adherence to company standards and regulatory requirements
  • Oversaw financial transactions, inventory management, and budgetary controls, optimizing cost efficiency and resource allocation while maintaining high service quality
  • Led and trained a team of cabin crew members, providing guidance on service delivery, conflict resolution, and emergency procedures to ensure seamless operations and exceptional customer satisfaction
  • Functioned as a primary point of contact for passengers, addressing inquiries, resolving issues, and delivering personalized service to enhance the overall travel experience and loyalty to the airline.

Education

Travel and Tourism Diploma -

Dagenham Technical College
03.1986

Skills

  • Problem-Solving
  • Corporate Communications
  • Operational leadership
  • Empathy/ Mindfulness
  • Procedure Implementation
  • Conflict Resolution
  • Operations Management and Oversight
  • Schedule Management
  • Internal Communications
  • Technical Proficiency
  • Administrative support
  • Financial Acumen

Core Competency

Proficient in developing and executing strategic initiatives to drive business objectives, enhance customer satisfaction, and achieve revenue growth. Skilled in implementing rigorous risk management protocols and compliance procedures to ensure regulatory adherence and mitigate operational risks. Experienced in leading and motivating teams to achieve performance targets, fostering a culture of accountability and continuous improvement. Adept at cultivating and nurturing relationships with diverse clientele, demonstrating empathy, patience, and effective communication to ensure exceptional service delivery. Demonstrated ability to optimize operational processes, enhance productivity, and achieve business objectives through effective time management, multitasking, and initiative-taking problem identification.

Traveling, Movies

Traveling is my passion! By letting the world in, my horizons have expanded.

Movies are my escape.


Languages

Hindi
Native or Bilingual
Punjabi
Native or Bilingual

Timeline

AVP, Financial Center Manager

Bank of America
09.2018 - 11.2023

Groups & Corporate Sales Operations Supervisor

Virgin America
02.2014 - 05.2018

Contact Center Supervisor

Virgin America
04.2007 - 01.2014

Purser

British Airways
09.1997 - 01.2000

Travel and Tourism Diploma -

Dagenham Technical College

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Niraj Malhan Chudasama