Puja Guha
Delhi
Summary
To build a career with a dynamic managed organisation that will provide ample opportunities to grow and to reflect high standards of performance in any assignment given there by ensuring organisation and personal growth.
Overview
10
10
years of professional experience
Work History
Senior Airport Service Agent (SASA)
Emirates Airlines
Delhi
04.2023 - 09.2024
- To provide quality service to EK and Code share and passengers in respect to check-in, boarding, special services, lounges and baggage services as per company standards and procedures.
- Leads a team of Airport Services Agents (ASA) and GHA on all issues relating to check-in.
- Monitor, guide and advise team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on-time departure of EK flights as SOP processes.
- Additionally, trained, SPOC, taking care, updating manual, coordinating with stakeholders (airport, hotel, medical and management) for Emergency Response Plan (ERP).
Load Controller
Qatar Aviation Services – CLC
New Delhi
12.2021 - 04.2023
- Calculating aircraft weight, balance and control of wide-body as well as Narrow body aircraft to define load limits, aircraft performance data for take-off, descent and landing and also reporting any issues to higher authorities.
- Planning flights load Preparing LIR and Load sheet for all Qatar Aircraft’s operations, while ensuring safety and OTP as well.
Station Incharge
Flybig (Big Chartered LTD)
01.2021 - 10.2021
- Overseeing all other employees and departments and managing day-to-day operations as well as future airport planning.
- Dealing with many different issues, but they are primarily responsible for airport safety, regulations, passenger queries and budget planning.
Senior Customer Service Executive
SpiceJet Ltd.
01.2019 - 07.2020
- Implementation of corrective and/or counter measures as ordered by responsible Ground operations department.
- Ensure all local procedures in regards to safety and security.
- Monitor performance of the handling agents.
- Observe the handling agent in terms of staff training and qualification, maintenance of records, serviceability and condition of GSE.
- Liaise with local authorities in safety, security and operational matters.
- Handling and coordination of complete operation of allocated flights at the station to ensure safety, security and on-time departures.
Process Associate
Inter globe Technologies
05.2018 - 11.2018
- Handling calls of Passengers travelling with United Airlines regarding their missing or damaged baggage queries.
- Providing information on call to passengers about all baggage related queries as what is allowed to carry, baggage allowance, also coordinating with airport or service providers for their bag status.
Customer Service Executive
Tata SIA Airline Ltd., Vistara
08.2016 - 04.2018
- Handling passenger queries, ticketing, check-in counter, baggage area, boarding, monitoring and controlling airline flight operations.
- Also responsible for complying with regulatory requirements and making each flight execution flawless and on-time.
- Additionally, also taking care of admin work.
Customer Service Officer
Indigo Airline
09.2014 - 02.2016
- Handling passenger queries, ticketing, check-in counter, baggage area, boarding, monitoring and controlling airline flight operations.
- Also responsible for complying with regulatory requirements and making each flight execution flawless and on-time.
Assistant Manager DGR Instructor
Indigo Airlines
Gurgaon
10.2024
- Conduct and deliver DGR trainings as per IATA standards and in compliance with state (DGCA) regulations.
- Develop and implement training programs.
- Evaluating trainee performance and providing feedback to participants as well as taking and recording participant feedbacks.
- Staying updated on regulatory changes.
- Using interactive techniques to facilitate learning.
- Updating DGR and other training material periodically.
- Maintaining DGR training records for the specified period.
- Additionally, also taking Ramp safety trainings for all staff.
Education
Senior Secondary School and Secondary School -
Kendriya Vidyalaya
FaridabadBsc - Biotechnology with CBZ
Doon Paramedical College
Dehradun, U.K.Skills
- Good and fast learner
- Ability to take proactive decisions to manage any crisis or issues
- Take initiatives for the benefit of the company
- Ability to manage shift or operation and team
- Good Team player and have leadership qualities
Certificates Achieved
- Certificate from Smile Foundation for social work.
- Second prize in National Science Biotechnology Research Conference for poster presentation.
- Certification in In-Flight training in Jet Airways training Academy.
- Navitaire System Training (Indigo Graduation) Certification in Indigo Airline.
- Amadeus System and Altea Reservation Ticketing Trained (Vistara Airline).
- Collins Paxlink System training and train the trainer certification in Flybig Airlines.
- Vistara Service Excellence and Vistara Care Giver Certification.
- Load Officer for Air Bus 320.
- PDRM Training done by Samarthyam.
- World Tracer, Bolt and Shares System Knowledge for Mishandling of Baggage.
- Load and Trim certified for ATR 72-500, Q400, B747-700/800/900 passenger and freighter aircraft.
- Certificate from Flybig Airlines for station launch and set up (CCU, DIB and TEI stations).
- Load and Trim license from Qatar Airways for A320, A321, A350-900/1000, A380, B787-800/900 and B777-200/300.
- Trained on Amadeus Altea Flight management systems for Qatar Airways.
- Emirates Airlines System (AS Connect / Emirates Baggage Connect and Res Connect) Trained.
- Emirates Customer Service Ground Handling Trained.
- Indigo Train The Trainer (TTT) Certification.
- Certified IATA CBTA DGR Instructor.
- DGCA Approved DGR Instructor and Skill Assessor.
Languages
- Hindi
- Bengali
- English
- Hindi
- Bengali
Hobbies and Interests
- Dancing
- Cooking
- Drawing
Personal Competence
- Excellent communication, customer service and interpersonal skills.
- Can quickly adapt to a new environment.
- Ambitious, Quick Learner, Hardworking and result oriented.
- Like to work in a team and passionate about work.
- In-depth information on safety and security measures.
Personal Information
- Height: 5.4ft / 160cm
- Weight: 55kg
- Passport Number: R2285448
- Father's Name: Mr Subir Kumar Guha
- Date of Birth: 12/22/91
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Timeline
Assistant Manager DGR Instructor
Indigo Airlines
10.2024
Senior Airport Service Agent (SASA)
Emirates Airlines
04.2023 - 09.2024
Load Controller
Qatar Aviation Services – CLC
12.2021 - 04.2023
Station Incharge
Flybig (Big Chartered LTD)
01.2021 - 10.2021
Senior Customer Service Executive
SpiceJet Ltd.
01.2019 - 07.2020
Process Associate
Inter globe Technologies
05.2018 - 11.2018
Customer Service Executive
Tata SIA Airline Ltd., Vistara
08.2016 - 04.2018
Customer Service Officer
Indigo Airline
09.2014 - 02.2016
Senior Secondary School and Secondary School -
Kendriya Vidyalaya
Bsc - Biotechnology with CBZ
Doon Paramedical College