Arpa Paul
Aviation
Kolkata,West Bengal
Summary
Experienced in efficiently managing daily airport operations within fast-paced, high-volume environments, competent Duty Manager with a background in aviation. Possessing the necessary skills to effectively oversee personnel, projects, and administrative operations. Bringing twelve years of valuable experience and a strong commitment to driving business success. Dedicated to delivering exceptional results.
Overview
13
13
years of professional experience
Work History
Duty Manager (Customer Experience & Ground Handling)
AirIndia TATA
09.2022 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Deputed to Port Blair & Dimapur on temporary basis in absence of Airport Manager.
- Oversee complete terminal & ramp activities during work hours.
- Provide effective briefing to GH staff and responsible for circulars read and sign in daily basis.
- Handling cash of daily sales and ensuring safeguarding.
- Ensuring smooth handling during irregular operations.
- Handling VIPs and other business class guest and attending to queries.
- Managing boarding gate and ensuring proper announcements and boarding process.
Senior Customer Service Executive - Flight Operations and Customer Services
Indigo Airlines
10.2014 - 09.2022
- Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
- Handling overall ground operations of 115 plus Domestic & 7 International Flights in Kolkata Terminal.
- Administering daily ramp operations like undertaking cargo loading & baggage activities for arrival and departing aircrafts.
- Assigning shift wise job responsibilities among staff members.
- Procuring Personal Protecting Equipment (PPE) for minimizing exposure to various hazards & incidents.
- Documenting statistical reports of incoming and outgoing passengers.
- Performing one-on-one visual communication for Aircraft Ground Handling.
- Performing as an iCoach of Ramp Safety for the entire station.
- Leadership & Emergency response training for the next level.
- Handling D.G.C.A audit & Internal audits.
- Coordination of raining and documentation of entire direct & indirect staff.
- Handled GHA staff allocation during transformation from GHA to Agile (Indigo owned).
- Performing & imparting training to staffs with new cargo only flights
Customer Service Executive
SpiceJet Airlines
03.2012 - 10.2014
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Education
Graduate in Hotel Management -
Subhas Bose Institute, P.T.U
01.2009
XII -
North Point Senior Secondary Boarding School, C.B.S.E Board
01.2006
X -
North Point Senior Secondary Boarding, C.B.S.E Board
01.2004
Skills
- Awarded RAMP - CHAMP
- SAFETY STAR recognition
- 6E Balancer Award
- Safety iCoach
- Time Management & Supervision
- Attention to Detail
- Professionalism and Integrity
- Staff Training and Development
- Delegating Work
- Shift & staff Scheduling
- Work Planning and Organization
- Policy Implementation
- Health and safety compliance
- Operations Management
- Performance Management
- Team Development
Additional Information
Have participated in School N.C.C. group, went on firing camp & secured 'A' certificate., Sound knowledge of Navitaire System, Amadeus Altea, Sky Port and Sky Speed, DCs, MS Office Suite and Internet Applications.
Languages
English, Hindi & Bengali
Profile Snapshot
Aiming for challenging senior level assignments in Customer service divisions in a reputed organization. A dynamic professional with 12 years of experience in: ~Flight Operations ~Team Management ~Documentation ~Liaising & Coordination. Deft in adhering to Standard Operating Procedures for facilitating smooth functioning of processes and ensuring performance as per Service Level Agreements. Adroit in reviewing flight schedules to manage delayed & cancelled flights while coordinating traffic movements. Significant experience in addressing & resolving escalated complaints of passengers and in-flight crews. Skilled in leading, mentoring & monitoring team members for achieving efficiency in operations. An effective communicator with proven abilities in leading teams and resolving complex issues.
Certificates & license
- Load & Trim License for A-320, A-321, ATR72 valid till 05/23.
- DG CAT 10(IATA) License valid till 08/23.
- DG CAT 9(IATA) License valid till 8/25.
- Industrial Training at Oberlin Grand, Kolkata.
- Professional Demeanor Training.
- Driving Service Excellence.
- Leadership Acceleration Programme by Dale & Carnegie.
- Manager as a coach.
- UK passport & visa training.
Personal Information
- Father's Name: Anil Paul
- Date of Birth: 12/21/87
- Nationality: Indian
Hobbies and Interests
Music, Reading Novels & Movies
Timeline
Duty Manager (Customer Experience & Ground Handling)
AirIndia TATA
09.2022 - Current
Senior Customer Service Executive - Flight Operations and Customer Services
Indigo Airlines
10.2014 - 09.2022
Customer Service Executive
SpiceJet Airlines
03.2012 - 10.2014
Graduate in Hotel Management -
Subhas Bose Institute, P.T.U
XII -
North Point Senior Secondary Boarding School, C.B.S.E Board
X -
North Point Senior Secondary Boarding, C.B.S.E Board
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