MRUNAL CHAULKAR
MUMBAI
Summary
Accomplished Duty Terminal Officer at MIAL, adept in operational oversight and delivering exceptional customer service. Excelled in ensuring safety compliance and smooth flight operations, significantly enhancing passenger satisfaction. Skilled in decision-making and passenger relations, consistently met service quality standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
DUTY TERMINAL OFFICER
MIAL
MUMBAI
12.2021 - Current
- Overseeing the daily operations of the terminal, ensuring that all systems and procedures are functioning properly.
- Coordinating with other departments (e.g., check-in counters, baggage handling, security) to ensure smooth operations.
- Monitoring passenger flow and ensuring efficient check-in, boarding, and disembarking processes.
- Providing excellent customer service by assisting passengers with their queries or issues.
- Ensuring that passengers are informed about flight schedules, gate changes, and any other essential information.
- Resolving customer complaints or concerns and ensuring passengers' needs are met, especially in cases of delays or cancellations.
- Ensuring that all safety protocols and procedures are followed in the terminal.
- Overseeing security checks and coordinating with airport security staff to ensure compliance with regulations.
- Liaising with airline staff, ground handlers, and other service providers to ensure smooth operations.
- Monitoring flight arrivals and departures, updating flight status, and ensuring proper gate management.
- Assisting with the boarding process and ensuring that flight crew and passengers are ready for boarding on time.
- Ensuring compliance with airport regulations, local laws, and international aviation standards.
Keeping up-to-date with changes in aviation laws and regulations and adjusting processes accordingly.
CUSTOMER SERVICE EXECUTIVE
MIAL
MUMBAI
09.2018 - 12.2021
- Greet and assist passengers with check-in procedures, ensuring they are processed quickly and efficiently.
- Provide information regarding flight schedules, baggage handling, boarding gates, flight delays, cancellations, and other essential details.
- Assist passengers with special needs, including elderly passengers, children, or those with disabilities, ensuring they have a comfortable and safe experience.
- Act as the first point of contact for passengers with queries or issues.
- Address and resolve complaints related to flight delays, cancellations, lost luggage, or any other passenger concerns.
- Provide solutions to customer complaints, ensuring satisfaction and improving the overall experience.
- Assist with baggage handling, including checking baggage, tagging, and ensuring it is sent to the correct flight.
- In case of lost or damaged baggage, assist passengers in filing claims and coordinating with the baggage handling team to resolve the issue.
Education
MBA - MASTERS
WELINKARS
MUMBAI01-2021
Bachelor of Science - HOSPITALITY
D.Y.PATIL UNIVERSITY
MUMBAI08-2015
Skills
- Operational oversight
- Safety compliance
- Flight scheduling
- Boarding management
- Customer service
- Passenger relations
- Service quality assurance
- Decision making
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Marathi
Intermediate (B1)
B1
Certification
- Awarded with DGCA Certification in Aviation.
- Awarded with CPR Training certification.
Accomplishments
- Awarded with customer service week certification from current department.
Affiliations
- Birdwatching
- Cycling
- Singing
- Dancing
- Watching Movies
- Reading Books
Timeline
DUTY TERMINAL OFFICER
MIAL
12.2021 - Current
CUSTOMER SERVICE EXECUTIVE
MIAL
09.2018 - 12.2021
MBA - MASTERS
WELINKARS
Bachelor of Science - HOSPITALITY
D.Y.PATIL UNIVERSITY
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