Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Work Availability
Work Preference
Timeline
Hi, I’m

Deepak Singh Rawat

New Delhi
Deepak Singh Rawat

Summary

Dynamic leader with a proven track record in Aviation and event management, excelling in customer experience management and strategic planning. Spearheaded process optimization initiatives, enhancing service delivery and employee engagement. Expert in KPI tracking, driving operational excellence while fostering cross-functional collaboration to achieve organizational goals.

Seasoned aviation and customer service professional with over 22 years of experience across cabin crew operations, employee and office administration, event management, and stakeholder engagement. Provided exceptional inflight service to high-net-worth individuals (HNIs) and international passengers, maintaining high standards of safety, hospitality, and customer satisfaction. And led employee engagement and wellness initiatives, organizing events like milestone celebrations, CSR drives. Bringing a rich blend of leadership, service excellence, and people management.

Overview

22
years of professional experience
1
Certification

Work History

IndiGo

Senior Manager - Line Operations (Flight Operations)
02.2023 - 06.2024

Job overview

  • Company Overview: InterGlobe Aviation Ltd
  • Defined and streamlined end-to-end operational and customer service processes to reduce turnaround time and enhance customer-facing outcomes across 5,000+ pilot personnel.
  • Conducted service, transport and base audits and journey touchpoint analysis for both pilots and internal stakeholders, contributing to improved experience delivery.
  • Served as Chief Wellness Officer, driving employee engagement through structured programs, recognition, and cultural initiatives aligned with organizational values.
  • Developed and implemented performance metrics (KPIs) to track efficiency, grievance resolution, and service reliability.
  • Provided regular executive updates, dashboards, and insights for continuous service refinement and leadership alignment.
  • Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
  • Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
  • Created detailed reports on project progress for senior management review.
  • Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
  • Created and managed budgets for travel, training, and team-building activities.

IndiGo

Manager – Pilot Administration (Flight Operations)
06.2019 - 02.2023

Job overview

  • Company Overview: InterGlobe Aviation Ltd
  • Oversaw cross-functional service design, onboarding processes, and digital transformation of pilot leave, relocation and contract management systems.
  • Led pilot induction journeys, hotel/guest house service audits, and grievance redressal protocols—directly contributing to internal customer satisfaction.
  • Facilitated strategic planning of resource allocation (crew, hotel, manpower) for seamless service experience.
  • Worked closely with expat and domestic pilots, fostering cultural alignment and operational collaboration across multiple bases.
  • Established processes to ensure efficient workflow throughout the organization.
  • Conducted performance reviews for team members.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Oversaw daily operations, maintaining efficiency and quality standards.

IndiGo

Assistant Base Manager – Inflight Department
08.2015 - 05.2019

Job overview

  • Company Overview: InterGlobe Aviation Ltd
  • Designed and managed customer experience standards through cabin crew scheduling, feedback systems, and in-flight performance audits.
  • Handled grievance redressal, on-time operations, and coordinated with operations, HR, and lounges for service consistency.
  • Led initiatives around service recovery, passenger complaint resolution, and crew coaching for continuous improvement.
  • Managed staff scheduling to ensure proper coverage during peak hours of operation.
  • Provided support to the Base Manager in developing, monitoring, and evaluating operational plans.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Assisted the Base Manager with daily operations and personnel management activities.
  • Maintained accurate records of employee performance reviews and evaluations.
  • Supervised daily operations of the base's administrative offices.
  • Collaborated with other departments on cross-functional initiatives as needed.

Jet Airways

Cabin Crew & Supervisor Roles
11.2004 - 08.2015

Job overview

  • Delivered exemplary onboard customer service as a Cabin Supervisor and Check Cabin Crew, maintaining 100% adherence to SOPs, and zero complaint records.
  • Conducted inflight performance checks, safety inspections, and experience audits to ensure alignment with corporate standards.
  • Trained new employees on company policies and procedures.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.

CS Direct Events & Exhibitions Pvt Ltd
New Delhi

Operations Executive – Event Management
11.2002 - 11.2004

Job overview

  • Managed logistics and experience design for corporate events, conferences, and exhibitions with an emphasis on client satisfaction and smooth execution.
  • Created reports on performance metrics such as inventory levels, production output, customer service ratings.
  • Coordinated with cross-functional teams to ensure smooth operations.
  • Managed the procurement of materials needed for daily operations.
  • Formed and sustained strategic relationships with clients.

Education

Indira Gandhi National Open University

MBA from Marketing Management
01.2013

University Overview

DAV PG College

Bachelor's Degree from Commerce
01.2002

University Overview

Skills

  • Customer experience management
  • Cross-functional collaboration
  • Strategic planning
  • Employee engagement
  • Process optimization
  • KPI tracking
  • Digital transformation
  • Event planning and CWO
  • Operations management
  • Process improvement

Certification

  • Become a Chief of Staff – LinkedIn Learning
  • Executive Leadership – LinkedIn Learning
  • Coaching for Results – LinkedIn Learning
  • Critical thinking for better judgment and decision-making – LinkedIn Learning
  • Time management fundamentals, team collaboration, and plain language writing – LinkedIn Learning
  • Customer service leadership – LinkedIn Learning
  • Developing your emotional intelligence – LinkedIn Learning
  • Entrepreneurship foundations – LinkedIn Learning
  • Human resources: leadership and strategic impact – LinkedIn Learning

Accomplishments

Accomplishments
  • Successfully led international-standard engagement programs for over 5000 aviation professionals, contributing to higher internal satisfaction scores.
  • Oversaw the transformation of internal service and leave management systems impacting operational readiness and pilot satisfaction.
  • Major contributor in analyzing, finding errors, and suggesting UI functions for the launch of official website.
  • Achieved excellent NPS score from internal customers with record appreciation from 5000 pilots in leadership roles in flight operations.

Languages

Languages
  • English, Professional Working Proficiency
  • Hindi, Professional Working Proficiency
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemote

Important To Me

Career advancementWork-life balance

Timeline

Senior Manager - Line Operations (Flight Operations)
IndiGo
02.2023 - 06.2024
Manager – Pilot Administration (Flight Operations)
IndiGo
06.2019 - 02.2023
Assistant Base Manager – Inflight Department
IndiGo
08.2015 - 05.2019
Cabin Crew & Supervisor Roles
Jet Airways
11.2004 - 08.2015
Operations Executive – Event Management
CS Direct Events & Exhibitions Pvt Ltd
11.2002 - 11.2004
Indira Gandhi National Open University
MBA from Marketing Management
DAV PG College
Bachelor's Degree from Commerce

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Deepak Singh Rawat