Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Timeline
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Aswathy Rugmini

Aswathy Rugmini

Alappuzha

Summary

Highly motivated employee with a strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work effectively unsupervised and quickly master new skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Station Master

RKH Qitarat
Doha
06.2018 - 03.2024
  • Supported Stadium Metro stations and Airport Stations during FIFA WORLD CUP 2022 with zero incidents or complaints without compromising KPI
  • Responsible for managing Assistant Station Masters, Customer Experience Station Agents, Customer Experience Train Attendants, Housekeeping & Security staffs to deliver world-class service
  • Develop and monitor overall HR strategies, systems, tactics and procedures in station level
  • Ensuring the staff competencies through the performance of quality checks, managing staff attendance including absenteeism and no-shows, staff fitness and allocation
  • Managing the opening and closing of metro station, Minimum Operation Requirements compliance inspections ensure staff availability, local co-ordination of all station activities including Customer Service, Facilities Management, Security and maintenance activities during engineering hours
  • Acting as an Incident Officer Bronze commander in the event of unforeseen circumstances until the Emergency Service arrives
  • Well versed in handling Fire Scenarios and medical emergencies including basic first aid
  • Knowledge in Fire Suppression Systems such as FM 200, Novac and Inergen
  • Handling MMS Maximo in fault reporting and tracking
  • Managing PTW (Permit to Work) and granting access in accordance with the train /station services
  • Monitoring and controlling SCADA & BACS in order to handle any operational events including crowd control, equipment failure, degraded or emergency modes of operations and adverse weather conditions.

Customer Service Executive (Airport Services)

Indigo Airlines (Interglobe Aviation Pvt Ltd)
Cochin
04.2014 - 06.2018
  • Handled supervision of check-in counters, smooth flow of passengers through immigration, customs and Security Hold Area
  • Well versed in travel documents including visa procedures and immigration clearance
  • Boarding in-charge, which included attaining boarding clearance and announcement
  • Experienced in handling situations like delay / Cancellation of aircraft / denied boarding / diverted flight / transferring of passengers to other airline etc
  • Supervised reservations and ticketing including sales and closing
  • Managed staff roster and allocation of particular shifts
  • Updated world tracer for any mishandled baggage and compensation

Customer Service Executive

BMW Platino Classic
Cochin
03.2011 - 02.2013
  • Utilized proper telephone etiquette and asked in-depth questions to find solutions to issues for customers
  • Described product and service details to customers to provide information on benefits and advantages
  • Audited customer support procedures and collaborated regionally to promote standardization across all offices
  • Assisted in pre-sale and after sale procedures

Customer Service Agent(Airport Operations)

Spice Jet Airlines
Coimbatore
05.2010 - 10.2011
  • Manual and Automated check-in of both passengers and baggage
  • Managed and maintained all the operational requirements in aviation industry including the verification of travelling documents
  • Competent in Tetra radio communications and customer service
  • Handled Reservations and Ticketing, Baggage Make up Area with zero error, Boarding gates and arrivals

Customer Service Executive

Peninsular Honda
Cochin
05.2009 - 04.2010
  • Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress
  • Organized customer information and account data for business planning and customer service purposes
  • Informed customers of sales promotions and services, warranties or terms of sale, and refunds or exchanges

Education

Diploma in BTEC HNC - Aviation Management And Operations

Frankfinn Institute Of Airhostess Training
Cochin
03.2009

Bachelor of Arts - English Literature

Gov. N.S.S College
Cherthala
03.2008

Higher Secondary Examination - Commerce

Govt D.V.H.S.S High School
Cherthala
03.2005

Skills

  • Workforce Coordination
  • Service Excellence
  • Sales Revenue Management
  • Training Coordination
  • Crisis Management Skills
  • Strong Leadership and Decision Making
  • Analytical and Critical Thinking
  • Time Management
  • First Aid/CPR
  • PPE Compliance
  • Supervision and leadership
  • Good Telephone Etiquette

Certification

Institution of Occupational Safety and Health (IOSH) Station Master Basic Training Basic Fire Fighting & Emergency First Aid with CPR and Safe Use of AED. MMS MAXΙΜΟ Delivering Service Excellence to 18.2 million passengers during FIFA World Cup

Disclaimer

I hereby declare that the above mentioned information is true to the best of my knowledge and my belief.

Timeline

Station Master

RKH Qitarat
06.2018 - 03.2024

Customer Service Executive (Airport Services)

Indigo Airlines (Interglobe Aviation Pvt Ltd)
04.2014 - 06.2018

Customer Service Executive

BMW Platino Classic
03.2011 - 02.2013

Customer Service Agent(Airport Operations)

Spice Jet Airlines
05.2010 - 10.2011

Customer Service Executive

Peninsular Honda
05.2009 - 04.2010

Diploma in BTEC HNC - Aviation Management And Operations

Frankfinn Institute Of Airhostess Training

Bachelor of Arts - English Literature

Gov. N.S.S College

Higher Secondary Examination - Commerce

Govt D.V.H.S.S High School

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Aswathy Rugmini