Liz Varghese
Aviation Professional
Bengaluru
Summary
Performance driven, result oriented, emergency Management people focused professional with over 20 years of rich professional Airline experience in leading strategic Initiatives, managing teams, driving change and laser focus on customer experience. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
26
26
years of professional experience
Work History
DUTY MANAGER
BANGALORE INTERNATIONAL AIRPORT BANGALORE
Bangalore
12.2021 - Current
- I am responsible for driving better customer experience while ensuring the airline objectives are also met
- On-ground focal and escalation point to resolve issues and first responder in case of emergency
- Responsible to set policies and procedures and help in implementation of the same
- Managing operations and finances of the station
DUTY MANAGER
INDIRA GANDHI INTERNATIONAL AIRPORT DELHI
04.2020 - 12.2021
- Responsible to manage day to day operations at the Delhi Hub of the company
- Ensured 100% compliance of Visa and Documentation verification for International Departure
- Limited the baggage cases all through the network
- Learned and familiarize to metro handling
- Set policies and procedures and ensured implementation of the same
Vistara
STATION IN CHARGE, COCHIN INTERNATIONAL AIRPORT
Cochin
03.2016 - 03.2020
- Key responsible person for the successful setting up of Cochin station for Vistara
- Responsibilities included, but limited to, establishing staffing levels within the airport station staff, selecting and training airport personnel, developing technical skills of crewmembers and evaluating their performances, encouraging airport station crew to do their jobs as efficient as possible
- Ensured that the policies and procedures of Vistara is met and exceeded
- Ensured that the budget of the station is monitored and kept within control
- Ensured that safety and security is not compromised at any point
- Represented the airline on the airline’s behalf for meetings with airport operator and other agencies
- Was responsible for managing all activities related to customer service and to monitor and implement procedures for maximum customer satisfaction
- Was responsible for maintaining OTP without compromising on service excellence
- Was a part of implementation of the Mishandle Baggage policy for Vistara entire network
- Was a part of the Airlines Operators Committee as secretary and Women’s Cell
- Was selected to be sent on deputation to Chennai for 3months to study the station and submit an improvement plan of the station
DUTY MANAGER AND TRAINER
BWFS, COCHIN INTERNATIONAL AIRPORT
Cochin
08.2013 - 03.2016
- Ensured safe and secure flight operation and on time departure of flights
- Maintained a good liaison with customer airlines, Airport Authorities as well as other agencies at the airport
- Monitored roistering of staff for effective cross utilization and cost effectiveness
- Responsible for conducting orientation and planning for training of new employees
- Evaluation of the effectiveness of training and recommends areas that the staff needs more training on
- Developed staff training evaluation methods and works with the management to identify the organization training needs
- Drafted training materials and training schedules for the staff
- Led the Meet and Greet department
Aimfill International
Cochin
11.2012 - 07.2013
- Maintained academic quality, arranging classes for all the courses at proper time and maintaining hourly based classes, training the students, regular PTA meetings to be conducted
- Co-ordinated the academic and marketing programs at the Institute
- Responsible for counseling of students
- Responsible to ensure that the students and staff follow the rules and regulations of the Institute
- Maintaining of all students as well as staff records
- Ensured that the reports are submitted on time to the higher management
- Ensured that the accounts are in order, fees to be collected on time
AIRPORT OPERATIONS OFFICER
Etihad Airways, Calicut International Airport
Calicut
07.2008 - 02.2012
- Spearheaded efforts, supervised the entire airport operations, built the team, set up the station for Etihad in
- CCJ, involved in the planning and implementing of all operational procedure
- Ensured smooth interface with Area Manager, Guest Service Agent and handling agencies
- Met and exceeded all KPIS set by the company, excelled the midterm review done by Area Manager
Supervisor
Cochin International Airport, Jet Airways
Cochin
11.2002 - 07.2008
- Entrusted with flight handling by co-coordinating with all departments and monitoring quick turnaround of
- Flights
- Interacted with passengers across the check-in counters for the maximum passenger satisfaction
- Coordinated with frequent flyers and VIP and maintained public relations with them
- Involved in the preparation of Load & Trim sheet of ATR 72-500 , B737 - 800/700/400
Trainee
Cochin International Airport, Air
Cochin
12.2001 - 04.2002
- Involved in handling passengers at Check in Counter
- Assisted physically disabled & unaccompanied minors
- Filing of IGM’S and EGM’S
- Ensured the boarding of all passengers, issued with a boarding pass on their respective flights.
CUSTOMER REPRESENTATIVE
Escotel Mobile Communication Ltd
Cochin
12.2000 - 12.2001
- Ensured smooth interface with customers in the call centre for solving their problems, answering their queries & education them on existing and new schemes
- Analyzed and understood the process carried out in the organization for maximum customer satisfaction
- Successfully carried out surveys (direct and telephonic) to check customer satisfaction
- Promoted and recommended products and services.
Mudra Communication Ltd
Cochin
04.1998 - 05.1998
The Taj Residency
Cochin
01.1998 - 02.1998
Manager CRM Strategy
Brigade Enterprises Ltd
Bengaluru
09.2022 - Current
- Onboarded new employees with training and new hire documentation.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Soft skill training to CRM team members
- To conduct research on the complaints received in ORM and obtain corrective addressal action upon discussion with relevant teams
- First point of contact for all escalations
- Establish connect with customers at all project sites to understand on the concerns and solutions to be provided
- Conduct events across project sites to improve customer engagement
- Random Audit of communications shared from here4you and raise alarm on need basis
- Call Audit across all verticals and observation to be recorded
- FAQ’s to be made basis on the concerns raised from customers
- Calls to be made for all D Sat customer ratings | Solution to be derived basis discussion with respective vertical heads
- Retention / Last effort for cancellation cases |Calls to be made to understand the cause post efforts are made by the team member and team lead
- To implement ideas on improvising customer experience throughout the CRM journey
- Customer feedback to be obtained at various touchpoints across all the verticals
- Referral and Loyalty programs to be driven at various project locations with the help of marketing team
- To increase the FTR scenarios post discussion with our internal teams
- FTR tickets and scenarios to be discussed with support team on regular basis
Education
undefined
IATA UFTAA
BA - COMMUNICATIVE ENGLISH
School of Airline and Travel Management
Cochin, Keralaundefined
M.G. University, St. Teresa’s College
Cochin, KeralaSkills
Organizational Leadershipundefined
Accomplishments
Best Station award for CSR 2019-2020
Vistara
Appreciation from Head of HR and VP ground Services for leading the team through the tough times of floods
Vistara
Appreciation from CSCO for Personalized and intuitively thoughtful service provided to customers (2016)
Vistara
Highest revenue generated FYI 2017-2018,2018-2019
Vistara
Appreciation letter for working in a crisis situation.-BWFS- 2015
BWFS
Recognized as the best performer at Etihad for 2011
Etihad
Bagged the Best Performance Award for Jet Airways for the year 2004-2005 and 2005-
2006
Jet Airways
Timeline
Manager CRM Strategy
Brigade Enterprises Ltd
09.2022 - Current
DUTY MANAGER
BANGALORE INTERNATIONAL AIRPORT BANGALORE
12.2021 - Current
DUTY MANAGER
INDIRA GANDHI INTERNATIONAL AIRPORT DELHI
04.2020 - 12.2021
Vistara
STATION IN CHARGE, COCHIN INTERNATIONAL AIRPORT
03.2016 - 03.2020
DUTY MANAGER AND TRAINER
BWFS, COCHIN INTERNATIONAL AIRPORT
08.2013 - 03.2016
Aimfill International
11.2012 - 07.2013
AIRPORT OPERATIONS OFFICER
Etihad Airways, Calicut International Airport
07.2008 - 02.2012
Supervisor
Cochin International Airport, Jet Airways
11.2002 - 07.2008
Trainee
Cochin International Airport, Air
12.2001 - 04.2002
CUSTOMER REPRESENTATIVE
Escotel Mobile Communication Ltd
12.2000 - 12.2001
Mudra Communication Ltd
04.1998 - 05.1998
The Taj Residency
01.1998 - 02.1998
undefined
IATA UFTAA
BA - COMMUNICATIVE ENGLISH
School of Airline and Travel Management
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M.G. University, St. Teresa’s College
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