PANKAJ KUMAR JHA
Assistent Manager
DELHI
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
Work History
Assistant Manager
Indigo Airline
07.2017 - Current
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recognized staff for contributions to company success to foster engagement and increase productivity.
Senior Executive
Spicejet Airline
04.2012 - 06.2017
- Protect OTP by ensuring all controllable events are coordinated effectively and intervene when required.
- Giving opportunity to staff to come up with innovative ideas and implementing them unplanned contingencies.
- Develop and maintain excellent relationships and open communication with internal and external departments.
- Ensure high standard customer service standards are delivered to our VVIP/CIP passengers.
- Manage work flow to exceed quality service goals.
- Develop highly empathetic clisent relationships to earn a reputation for exceeding service standard goals.
- Investigate all handling discrepancies and customer complaints in timely manner.
Guest Service Agent
Kingfisher Airline
09.2007 - 03.2012
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Handling Arrival flights, this includes raising mishandled baggage.
- Development of PR skill, Handling Different Situations and Customers.
- Liaising with local authorities like ATC, APRON, RAMP, CARGO etc. to ensure smooth operation and on time departure of flight.
- Flexibility in working hours and professional outlook towards the job
Education
MBA - HR & OPREATION
IMT Ghaziabad Distance PGDM
05.2010 - 06.2014
B.COM - Accounting
Delhi University
06.2004 - 05.2008
Skills
Valid licence Indigo Airline in Delhi for Load and Trim (A320, A321, and ATR72)
Timeline
Assistant Manager
Indigo Airline
07.2017 - Current
Senior Executive
Spicejet Airline
04.2012 - 06.2017
MBA - HR & OPREATION
IMT Ghaziabad Distance PGDM
05.2010 - 06.2014
Guest Service Agent
Kingfisher Airline
09.2007 - 03.2012
B.COM - Accounting
Delhi University
06.2004 - 05.2008
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