Lavanya Ajay Kumar
Customer Assistant @Marks and Spencer
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WORK HISTORY
Customer Assistant @Marks and Spencer
Monitor and operate digital retail systems, tracking inventory and self-checkout performance, achieving 98% data accuracy and supporting timely issue resolution- Manage end-to-end customer interactions, resolving the majority of enquiries at first contact and maintaining smooth service across tills, self-checkout, and in-store support points- Collaborate with team members and managers to analyse recurring service issues, contributing to operational improvements that reduced peak-hour checkout queues by up to 15%- Serve as the primary point of contact for 50+ customers daily, ensuring high satisfaction scores through attentive, personalized service- Adapt support to diverse customer needs, including accessibility requirements, enhancing inclusivity and positively influencing customer feedback metrics.
EDUCATION
Anna Adarsh Mat. Hr. Sec. School
Higher Secondary
Rajalakshmi Engineering College
Bachelor's degree, Aeronautical Engineering
University of Surrey
Masters, Air Transport Management
ABOUT LAVANYA AJAY KUMAR
Is your aviation data just sitting in a spreadsheet, or is it actually guiding your next big move?My name is Lavanya, and here\'s my story. With a background in aeronautical engineering, where data isn\'t abstract and it\'s what keeps aircraft safe and operations running, I wanted to go beyond the surface. To understand not just what the data showed, but what it could drive.From analysing aircraft component datasets at Hindustan Aeronautics Limited, to interpreting structural and load analysis results at Bangalore Aircraft Industries Pvt. Ltd, each experience pushed me to see data differently. I wanted to understand aviation not just through components, but through the full picture. Passengers, operations, sustainability, strategy. That drive led me to pursue an MSc in Air Transport Management at the University of Surrey.There, I went on to research passenger behaviour around carbon emission reduction, analysing willingness to pay among Indian air travellers and translating findings into actionable aviation sustainability strategies.Along the way, I\'ve built hands-on skills in: → SQL, Excel (pivot tables, VLOOKUP, data validation) for data extraction and reporting. → SPSS for statistical analysis and behavioural research. → CRM data management and campaign performance tracking via HubSpot, improving database efficiency by 10% across 200+ leads. → Operational data monitoring, maintaining 98% accuracy across POS and inventory systems. → Identifying trends across 50+ daily customer interactions and translating them into process improvements across cross-functional teams. I believe every data point has a story that can help us fly smarter; whether that\'s optimising operational efficiency, improving passenger experience, or informing sustainability strategies.If you\'re looking for someone who can navigate the complexities of aviation data, I\'d love to connect.
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