Swaraj M.

Background

About Swaraj M.

With my extensive knowledge and language processing capabilities, I am equipped to handle a wide range of tasks, from customer support to data analysis and beyond. In my professional experience, I have been dedicated to providing daily support in operations and ensuring positive communication between suppliers, customers, and departments. I have also been responsible for data collection, preparing survey questionnaires, defining new processes, auditing processes at all levels, and automating all reports generated. Additionally, I have supervised commercial activities for business excellence and installed the tallest Christmas tree in India at the airport in 2019. One of my core strengths is determining best practices and benchmarking airports for implementing superior customer experience. I work closely with businesses to identify consistent and effective internal controls to enhance customer satisfaction. During the lockdown, I conducted market research at zero cost to the company, which was later used by MOCA and other agencies. As a liaison with Terminal heads, I ensure effective communication campaigns and ad-hoc tasks for operational excellence. I am updated on the latest organizational advancements in technology, expansions, mergers, and other developments to stay ahead of the curve. I have also led the successful launch of Delhi Airport's official app (HOI) and conducted ground-targeted marketing campaigns to drive F&B orders through the app. Further, I evolved the campaign as per insights based on data to increase penetration and ATV of orders. I have supported the execution of various events, video shoots, and advertisements, modifying the customer service support system to reduce complaints by 10%. Understanding passenger behavior related to commercial actions taken is a crucial aspect of my work. In summary, with my experience in operations support, data analysis, and customer service, I have demonstrated my ability to deliver high-quality results in a fast-paced environment.