Mina Mistry

•Designed and delivered targeted training programs for cabin crew focused on service excellence, customer engagement, and operational standards.
•Facilitated interactive classroom and practical training sessions to ensure high-quality passenger experience aligned with premium service expectations.
•Conducted structured performance assessments and quality evaluations, providing actionable feedback through one-on-one coaching sessions.
•Mentored crew members to improve communication, service delivery, and customer handling skills in high-pressure environments.
•Monitored performance standards and implemented continuous improvement strategies to enhance service quality.
•Supported cross-functional collaboration with internal departments to ensure consistent service standards and operational excellence.

•Experienced team leader with comprehensive responsibility across In-Flight Services, auditing, and Human Resources, underpinned by extensive knowledge of the aviation industry and operational best practices. An analytical person that leads by finding solutions and de-escalating issues internally and externally.
•Provided mentorship, coaching, and development opportunities to foster excellence, innovation, and continuous learning.
•Demonstrated strong crisis management skills, effectively managing in-flight emergencies and unforeseen situations with composure and sound judgment, ensuring the safety and well-being of both passengers and crew, and fostering a strong safety-first culture.

• Spearheaded thorough evaluations of cabin crew operations, ensuring adherence to safety protocols
and emergency preparedness, while upholding exceptional service delivery and grooming standards.
• Conducted objective assessments of cabin crew performance, pinpointing strengths and areas for
growth. Delivered timely, constructive feedback and tailored coaching to foster ongoing improvement and
skill development.
• Cultivated a culture of excellence in customer service, preparing to transition into roles such as Service Instructor,
Customer Service Executive and Communications Manager, leveraging extensive experience in
operational oversight and team leadership.
• Championed initiatives that enhanced service quality and customer satisfaction, aligning with organizational
goals and regulatory requirements.

•Demonstrated excellence in customer service, with a strong commitment to delivering exceptional support by addressing customer inquiries, resolving concerns, managing booking reservations, and processing ticketing transactions efficiently.
•Assisted Customer Service Supervisor in the allocation and deployment of customer services agents to respective flights and to achieve the daily Preventive Maintenance schedule.
•Provided high-quality service throughout the customer journey, including check-in, boarding, and baggage handling, while delivering accurate and timely information on airline products, policies, and services.