Pratiksha Maharana
Mumbai
Summary
A dynamic and proactive aviation professional with over 4 years of comprehensive experience in airline operations, customer service excellence, and team coordination. Proven expertise in enhancing operational efficiency, ensuring strict regulatory compliance, and leading teams to exceed performance targets in high-pressure environments. Seeking an Assistant Manager position to leverage robust leadership skills and operational acumen to drive excellence in airport management and passenger service delivery.
Overview
7
7
years of professional experience
Work History
Senior Representative – Operations
Concentrix (for Air India Voice Process)
Mumbai
12.2024 - 06.2025
- Orchestrated end-to-end voice support operations for national carrier, resolving complex passenger inquiries and serving as primary escalation point for critical issues.
- Spearheaded service quality initiatives by analyzing complaint trends, providing insights to management that enhanced passenger satisfaction scores.
- Mentored team of junior representatives on best practices and conflict resolution techniques, fostering collaboration and increasing productivity by 15%.
- Ensured 100% compliance with aviation safety regulations (DGCA) and company protocols during customer interactions, mitigating compliance risks.
Customer Service Executive
Indigo Airlines
Mumbai
02.2023 - 09.2024
- Led frontline customer service operations at a high-volume station, managing check-in, boarding, and baggage services for 2,000+ passengers daily, ensuring seamless passenger flow.
- Excelled in de-escalating tense situations and resolving complex customer complaints, successfully turning negative experiences into positive ones and improving station satisfaction metrics by 20%.
- Championed cross-functional collaboration between ground staff, security, and cabin crew to streamline the boarding process, reducing average turnaround time by 10 minutes and enhancing on-time performance.
- Played a pivotal role in upholding DGCA and airline safety standards, conducting routine operational checks and ensuring full compliance during all ground handling activities.
Flight Operations Officer
Air Asia
Mumbai, Vile Parle
02.2022 - 10.2022
- Monitored and analyzed real-time flight data and meteorological reports to proactively mitigate operational disruptions, supporting a 95% on-time departure rate.
- Managed and audited critical flight documentation, including flight plans and weather reports, ensuring 100% accuracy and regulatory compliance for all departures.
- Orchestrated the management and provisioning of Electronic Flight Bags (EFB), ensuring all devices were updated, operational, and securely handed over to the Captain before departure, thereby replacing and streamlining all traditional paper-based manual updates.
Co-ordinator
Podar Jumbo Kids
Mumbai, Wadala
10.2018 - 03.2019
- Managed daily administrative operations and logistics, demonstrating strong organizational and leadership capabilities in a dynamic educational environment.
- Successfully planned and executed multiple large-scale annual events, coordinating with over 50 staff members, parents, and external vendors to ensure flawless execution.
Education
Bachelor of Commerce (B.Com) - Mumbai University
S.I.W.S. College
Mumbai, Wadala04.2021
HSC - Maharashtra State Board
Sitaram Prakash Junior College
Mumbai, Wadala02.2017
SSC - Maharashtra State Board
N.K.E.S. High School
Mumbai, Wadala03.2014
Skills
- Aviation Safety and DGCA Compliance
- Process improvement and optimization
- Crisis management and resolution
- Customer relationship management
- Data analysis and reporting
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Timeline
Senior Representative – Operations
Concentrix (for Air India Voice Process)
12.2024 - 06.2025
Customer Service Executive
Indigo Airlines
02.2023 - 09.2024
Flight Operations Officer
Air Asia
02.2022 - 10.2022
Co-ordinator
Podar Jumbo Kids
10.2018 - 03.2019
Bachelor of Commerce (B.Com) - Mumbai University
S.I.W.S. College
HSC - Maharashtra State Board
Sitaram Prakash Junior College
SSC - Maharashtra State Board
N.K.E.S. High School