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  1. 1. ABHIJIT DEY Contact No.: +91 9830490227,+91-8902498244 E-Mail: / Career objective: Seeking assignments in Airport Management /Ramp management/ Guest Relations / Client Servicing with an organisation of high repute EXECUTIVE DIGEST Aviation professional having over 8 years of working experience in Guest Service Management, Ramp Management and Airport Operations with Airlines. Adept at handling the Airport Operations i.e. Reservations, Passenger Check-In, Flight Handling, flight rerouting of the aircraft during the disruption of the flight. Experience in strategic & counter measure planning, vulnerability assessment, risk management & taking intelligence counter measures. Deft at defining and implementing Standard Operating Procedures to enhance customer satisfaction. Committed to ensure highest level of guest service at all times, resolving complaints & issues efficiently. Ability to grasp the situation quickly and take appropriate steps to tackle it, ensuring high level of safety and security of people around. Key skills include: Airlines Airport Management Flight Operations Ramp Operations Baggage Handling Ground Handling Guest Handling Customer Service Customer Satisfaction IOSA & ISO Certification Process SOP Compliance Team Management ORGANISATIONAL EXPERIENCE Dec 05 till date: Kingfisher Airlines Limited (erstwhile Air Deccan), Location: kolkata Growth Path: Joined as Operational Service Controller Flight Dispatch Dec 05 Joined as Duty Officer ( Air Deccan) May 06 Redesignated as Guest services supervisor Sep08 (Post merger of Air Deccan with Kingfisher Airlines)
  2. 2. Role: Steering entire Ground Airport Management and Guest Service Operations. Airport Management Administering Guest Services allocations like Passenger Handling, Check-In Counters, Baggage Makeup, Aircraft Handling as well as Security Functions. Accountable for handling the Pre Flight & Post Flight Formalities, encompassing airline booking; refunds; issuing of tickets, reservations; meeting and greeting customers to getting them on board. Briefing the Local Agencies about the flight to ensure Smooth Functioning of Operations to maintain the on-time departure with utmost Customer Service Responsible for ensuring smooth Check-in. and PAX Handling (Both Departures and Arrivals). Handling and maintenance of Ground Service Equipment like Stepladders, Baggage Trolleys and Engineering Equipment such as Ground Power Unit and Battery Cart. Presently associated with Galaxy aviation training institute as a aviation training faculty, preparing module design, training set up, recruitment of faculty. Holding certificates on a)Basic dangerous goods Rgulations training for load planners b)Safety management system training c)Airport handling procedures/Guest excellence/King Club d)Security Awareness training e)Loading competency course Training from Kingfisher Airlines Limited Guest Service Operations Providing quality and smooth service to passengers with respect to check-in, boarding, special services, lounges and baggage services as per company commercial and safety standards and procedures. Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with guests, handling guests requests & resolving complaints. Profiling the flights for the day for special handlings like VVIP, VIP, CIP, Wheelchairs, Duty Travels as well as meeting and assisting passengers. Assisting Special handling passengers like Unaccompanied Minors, Old Age & Wheelchair Guests. Tackling queries & grievances of customers with suitable answers to achieve their satisfaction. Constantly interfacing with customers & ensuring their satisfaction with the services to enhance & retain business. Team Management Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Conducting training sessions to Ground Handling Staffs on Flight Handling, Safety, Check-in, etc. Preparing monthly staff roster & conducting briefing and de-briefing at regular intervals. Ensuring that the performance of the team follows the quality guidelines as per SLA requirements.
  3. 3. Attainments: Ensuring a friendly and hassle free experience to customers travelling with the airlines. Deftly handled claims processing for a damaged baggage at arrivals. ACADEMIA 2004 B.E. (Mechanical Engineering) from Viseswariah Technological University IT SKILLS Conversant with MS Office, C , DOS and Windows Operating Systems. PERSONAL MINUTIAE Date of Birth : 1st August 1977 Present Address : 108, Rishi Bankim Road P.O Nimta, Kolkata - 700049