Ekta Sharma

Dynamic and people-oriented professional with 22+ years of experience in operations management, team leadership, client relationship management, data analysis, and quality assurance. Holds a Bachelor of Education (B.Ed.) and a Master of Commerce (M.Com.), combining strong academic credentials with extensive professional expertise. Known for building strong relationships with stakeholders, resolving complex issues with empathy and efficiency, and driving continuous process improvements.

Eager to apply these skills in an educational environment to support school administration, student admissions, and parent engagement — contributing to the growth and reputation of a forward-thinking school in Gurgaon.

Operations & Reporting Coordinator (Senior Leadership Role) at Qatar Airways (2021-10 – 2022-09)

• Led a regional team across multiple locations, setting performance benchmarks and ensuring adherence to standard operating procedures — directly transferable to managing school office or admission teams.
• Established stakeholder performance metrics and drove data-informed decision making across the organization.
• Provided regular feedback, coaching, and process improvement guidance to team members.
• Developed and maintained reporting formats for senior management — equivalent to academic MIS reporting in schools.

Client Relations & Data Coordinator at Qatar Airways (2018-12 – 2021-09)

• Served as primary escalation point for complex client concerns, ensuring swift and satisfactory resolution — analogous to handling parent grievances in a school setting.
• Built and managed detailed analytical reports to guide business decisions — applicable to student enrollment tracking, fee analytics, and academic dashboards.
• Educated and guided clients on policies and procedures, similar to orienting parents and students on school admissions processes.
• Identified trends from data and implemented process improvements to reduce recurring issues.

Team Supervisor — Operations & Customer Experience at Qatar Airways (2015-09 – 2018-12)

• Led and supervised a frontline team, managing scheduling, training, performance reviews, and quality standards — comparable to a school's front office or admission supervisor role.
• Provided on-the-job coaching and mentoring to team members, fostering a culture of service excellence.
• Prepared monthly activity reports and monitored team KPIs for senior management review.

Senior Customer Relations Agent at Air France / KLM / Delta (2007-04 – 2012-07)

• Handled high-volume client queries and ensured top-tier service delivery in a fast-paced environment.
• Introduced employee recognition initiatives to boost team morale and engagement.
• Analyzed daily performance data and developed corrective action plans for the team.
• Mentored junior staff on handling complex client interactions professionally.

Quality Assurance Coordinator at MakeMyTrip.com (2002-12 – 2003-12)

• Directly managed the quality check function for all client-facing interactions.
• Conducted daily monitoring and provided structured feedback to improve service quality — highly relevant to academic quality assurance in schools.

Earlier Experience at Multiple Airlines and Travel Companies

Held customer service and operations roles at Skybird Travel (New York), Millrun Tours (New York), Virgin Atlantic Airways, Malaysia Airlines, Uniglobe Criss Cross Tours & Travels, and Turkmenistan Airlines — consistently recognized for professionalism, attention to detail, and strong interpersonal skills.

Bachelor of Education in B.Ed. – Maharishi Dayanand University (2023 – 2025)

Master of Commerce in M.Com. – Himalayan Garhwal University (2021 – 2023)

Bachelor of Commerce in B.Com. – University of Delhi (1996 – 1999)

Certified Course in Data Analytics for Business – University of Colorado

Honors Diploma in Network-Centered Computing – NIIT

Diploma in Travel & Ticketing – SITA Academy, Delhi