IRFAN AHAMED
Summary
Customer-focused Aviation and Airport Operations Professional with hands-on experience as a Customer Service Executive at IndiGo Airlines. Proven ability to deliver exceptional passenger service, manage airport operations, and resolve customer concerns in a fast-paced aviation environment. Skilled in passenger handling, flight coordination, service recovery, team collaboration, and operational efficiency. Strong interpersonal and communication skills with a solid foundation in airport management, aviation safety awareness, and customer satisfaction enhancement.
Overview
4
4
Languages
3
3
years of post-secondary education
3
3
years of professional experience
Work History
Customer Service Executive
IndiGo Airlines
Calicut International Airport
01.2023 - 03.2026
- Delivered high-quality passenger services across check-in, boarding gates, and arrival assistance, ensuring strict compliance with airline SOPs and aviation regulations.
- Managed passenger inquiries, complaints, and service requests, providing timely resolutions that enhanced customer satisfaction and brand reputation.
- Assisted passengers with ticketing queries, baggage issues, flight delays, cancellations, and rebooking, ensuring effective service recovery.
- Coordinated closely with ground staff, security teams, airline operations, and supervisors to maintain smooth and efficient airport operations.
- Supported boarding procedures, flight dispatch coordination, and passenger flow management to ensure on-time departures.
- Identified service gaps and proactively recommended process improvements to enhance departmental efficiency and service quality.
- Maintained accurate service records and operational documentation while demonstrating strong multicultural communication skills when assisting diverse domestic and international passengers.
Intern - Airport Management & Customer Support
CIASL Academy
Cochin International Airport
06.2023 - 07.2023
- Completed an intensive internship focused on airport management, aviation operations, passenger handling, terminal operations, and customer service workflows.
- Gained hands-on exposure to safety protocols, aviation regulations, airline coordination, and supported airport teams in managing passenger movement and information desk operations.
- Developed strong foundational knowledge of aviation safety standards, operational best practices, and service coordination within a live airport environment.
Education
Bachelor of Business Administration - Human Resources Management
University of Calicut
India 06.2020 - 01.2023
Aviation Security Awareness -
Vision School of Aviation
IndiaIATA Cargo - Introductory Course -
Vision School of Aviation
IndiaHigher Secondary Education -
Tamil Nadu State Board
IndiaSkills
- Customer Service & Passenger Handling
- Airport Operations & Ground Services
- Airline SOP Compliance
- Interpersonal & Communication Skills
- Service Recovery & Problem Resolution
- Team Collaboration & Coordination
- Personnel Support & Task Management
- Aviation Safety Awareness
Accomplishments
- Grooming Champion - InterGlobe Aviation Limited
- Participant - Blood Donation Camp, Kerala State Blood Transfusion Council
- Recognition for Social Service - Calicut University Social Service Program
Languages
English
Proficient
C2
Tamil
Proficient
C2
Malayalam
Proficient
C2
Hindi
Intermediate
B1
Timeline
Intern - Airport Management & Customer Support
CIASL Academy
06.2023 - 07.2023
Customer Service Executive
IndiGo Airlines
01.2023 - 03.2026
Bachelor of Business Administration - Human Resources Management
University of Calicut
06.2020 - 01.2023
Aviation Security Awareness -
Vision School of Aviation
IATA Cargo - Introductory Course -
Vision School of Aviation
Higher Secondary Education -
Tamil Nadu State Board