Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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MANOJ MS

CUSTOMER SERVICE SUPERVISOR
Trivandrum,KL

Summary

Experienced aviation enthusiast with a background in supervising flight operations and coordinating airport services. Ready to contribute to dynamic teams and handle multitasking roles in a high-performance aviation setting. Skilled in managing support teams, enhancing operational efficiency, fostering team collaboration, and delivering results. Adaptable to changing needs, with a strong foundation in conflict resolution, staff training, communication, and team performance management.

Overview

18
18
years of professional experience
4
4
Languages
5
5
years of post-secondary education

Work History

Senior Business Development Associate

Squad Facility Management Company
11.2024 - Current
  • Exceeded annual sales targets through consistent pipeline management and effective negotiation tactics.
  • Increased revenue by identifying and targeting new markets for the company''s products and services.
  • Negotiated favorable contract terms for clients, resulting in mutually beneficial long-term agreements that boosted recurring revenue streams.
  • Enhanced client satisfaction by providing exceptional support and managing relationships throughout the sales cycle.
  • Mentored junior team members, fostering professional growth and strengthening the business development department''s capabilities.
  • Implemented CRM systems that improved tracking of client interactions and facilitated more targeted marketing efforts.

Customer Service Supervisor

AIR INDIA SATS AIRPORT SERVICES PVT LTD
01.2011 - 03.2024
  • Supervise ground operations for all flights, ensuring timely and safe turnaround in compliance with airline and airport regulations.
  • Act as the Shift-in-Charge, overseeing end-to-end shift operations and making real-time decisions to resolve any on-ground issues.
  • Manage service control for both arrivals and departures, including check-in, boarding, baggage handling, passenger flow, and handling of VIP, MAAS, and special attention guest.
  • Coordinate with ramp, gate, and cabin service teams to ensure all predeparture and post-arrival procedures are executed efficiently.
  • Liaise with ATC, airline staff, ground handlers, and security teams to maintain smooth operational flow.
  • Prepare and submit daily shift reports to the Duty Manager, highlighting key events, delays, irregularities, and team performance.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.

Guest Service Agent

KING FISHER AIRLINES
11.2007 - 12.2010
  • Coordinated and facilitated smooth check-in, boarding, and baggage handling experiences, ensuring customer comfort and safety.
  • Addressed customer inquiries, offering personalized services tailored to individual needs.
  • Assisting passengers with boarding and de boarding the aircraft.
  • Prepare General Declarations for Captains and Crews.
  • Enhanced the travel experience by maintaining a high level of professionalism and attentiveness to all passengers.
  • Coordinate gate, ramp and aircraft activities.

Education

DIPLOMA IN IATA- AIR SIDE And SAFETY - AIRPORT ENVIRONMENT, SECURITY AND SAFETY, FIRE AND FIRST AID

IATA
06.2009 - 10.2009

BBA - Business Management

CV RAMAN UNIVERSITY
Bilaspur, India
03.2008 - 03.2011

DIPLOMA IN IATA DGR -DANGEROUS GOODS AND REGULATIONS -

IATA
03.2007 - 08.2007

High School Diploma -

Airline Training Academy
Trivandrum, India
04.2006 - 04.2007

Skills

CUSTOMER SERVICE

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Accomplishments

    Handling of International and Domestic charter flights operations

Languages

English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)

Timeline

Senior Business Development Associate

Squad Facility Management Company
11.2024 - Current

Customer Service Supervisor

AIR INDIA SATS AIRPORT SERVICES PVT LTD
01.2011 - 03.2024

DIPLOMA IN IATA- AIR SIDE And SAFETY - AIRPORT ENVIRONMENT, SECURITY AND SAFETY, FIRE AND FIRST AID

IATA
06.2009 - 10.2009

BBA - Business Management

CV RAMAN UNIVERSITY
03.2008 - 03.2011

Guest Service Agent

KING FISHER AIRLINES
11.2007 - 12.2010

DIPLOMA IN IATA DGR -DANGEROUS GOODS AND REGULATIONS -

IATA
03.2007 - 08.2007

High School Diploma -

Airline Training Academy
04.2006 - 04.2007

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