KAVYA. V
Muzhappilangad
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Trainee Assistant Manager - Surveys & Research
Afterthought Feedback Services Pvt. Ltd.
07.2024 - Current
- Core Responsibilities
- 1. Airport Studies & Quality Analysis
- Conducting ASQ (Airport Service Quality) surveys and related studies.
- Measuring and monitoring service quality through tools like OSQ and other methodologies.
- Time-motion studies, queue management, and process observation.
- Ensuring compliance with service delivery benchmarks, focusing on passenger touchpoints (e.g., check-in, security, baggage handling).
- 2. Team Management
- Preparing rosters and managing team shifts, weekly offs, holidays, and leaves.
- Ensuring adherence to grooming standards and shift timings.
- Resolving team queries and addressing operational concerns.
- Coordination with Stakeholders
- Liaising with regulatory authorities (e.g., BCAS), pass office, ATFS, and Adani LKO teams.
- Assisting management in engaging with airports on studies like ACI-ASQ.
- Surveys and Reporting
- Conducting passenger surveys and documenting feedback for senior management.
- Reporting key metrics such as check-in turnaround time, security queue waiting times, and baggage delivery times.
- Process Monitoring
- Monitoring critical airport processes and analysing gaps.
- Preparing monthly surveys and reports to focus on specific areas of service delivery.
- Documentation & Training
- Preparing reports, documents, and presentations for internal and external stakeholders.
- Training new team members as required.
- Additional Responsibilities
- Contributing to other aviation-related audits, consulting engagements, and business strategies.
- Preparing daily work plans and timesheets as part of routine reporting.
- Competencies Required
- Strong analytical skills for data collection, monitoring, and reporting.
- Excellent communication for interacting with passengers and team coordination.
- Knowledge of airport processes, quality standards, and industry benchmarks.
- Team management and scheduling expertise.
- Proficiency in preparing professional reports and presentations.
Research Executive
Tomorrow's Market Innovators Pvt Ltd
05.2022 - 06.2024
- Conducting ASQ Survey for ACI (Airport Council International, Canada.)
- Monitoring and measuring KPI (Schedule H - Check in, Security, Customs, parking, taxi availability, Queue timing monitoring, Cleanliness and amenities check, ensuring proper baggage handling)
- Improvement of customer experience by conducting different survey
- Assisting passengers with relevant information and proper guidance
Education
Bachelors - English
Rabindranath Tagore University
Madhyapradesh03-2024
Aviation Management
Airocis College of Aviation And Management Studies
Thaliparamba, Kannur, Kerala04-2022
High School Diploma -
Palayad Govt Higher Secondary School
Palayad, Kannur, Kerala03-2015
Skills
Exceptional Customer Service
Audits and Standards Knowledge
Leadership Skills
Operational Efficiency
Training and Mentoring
Strong Inter Personal Communication Skills
Time Management
Capable of doing long shift hours
Technical Proficiency
Certification
ACI ASQ Departures survey field agent certification, 84%
References
- Mr. Abinesh Ramadoss, Former Quality Head, TRV(Kerala) International Airport Ltd. +91 96501 86523.
- Mr. Libu.B, Former Associate Officer- Aerodrome Safeguarding , TRV(Kerala) International Airport Ltd. +91 9495307077.
- Mrs. Roopa Mathew, Senior Manager- Terminal Operations, TRV(Kerala) International Airport Ltd. +919538677587.
- Mrs. Rajeshwari MK, Deputy Manager- Guest Relations, TRV(Kerala) International Airport Ltd. +918075349449.
- Mr. Bijoo Manikandan, Manager- Operations, TRV(Kerala) International Airport Ltd. +918714601847.
Languages
- English
- Hindi
- Malayalam
Languages
English
Upper Intermediate
B2
Hindi
Beginner
A1
Malayalam
Proficient
C2
Tamil
Intermediate
B1
Timeline
Trainee Assistant Manager - Surveys & Research
Afterthought Feedback Services Pvt. Ltd.
07.2024 - Current
Research Executive
Tomorrow's Market Innovators Pvt Ltd
05.2022 - 06.2024
Bachelors - English
Rabindranath Tagore University
Aviation Management
Airocis College of Aviation And Management Studies
High School Diploma -
Palayad Govt Higher Secondary School