ROBIN RAJU
Kottayam
Summary
I am an experienced and resourceful Airline Professional with bachelor degree in Arts & science. I accomplished an experience of 11 years in Airside operation and Customer Service. Thrives working in a dynamic environment that call for exceptional adaptability, flexibility and effective collaboration and teamwork with and within teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Duty Manager
Air India
Bangalore
05.2024 - Current
- Continuously improve and promote best practice in airport services by stimulating innovation through active participation in projects, shaping policies and KPI’s, analyzing data and remaining aware of industry trends.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Collaborate with management in all business units to ensure a seamless experience between the broader ground experience, contact centers, lounge and inflight, ensuring a cohesive elevated overall premium ground and lounge experience.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Monitor all AOCC Function at airport in coordination with IOCC
- Liaison with various internal and external authorities / departments – DGCA, BCAS, Finance,
GHA, Airport Operator, Cargo
Customer Service Supervisor
TATA SIA Airlines "Vistara"
Coimbatore
11.2019 - 04.2024
- Develop guest experience monitoring, KPI’s and auditing either through in-house teams, digital systems embedded through CRM platforms, or through external mystery shopper campaigns for both hub and outstation airports.
- Participate in best practices on guest experience design leveraging technology for airports and ground experience with a focus on On-Time Performance (OTP), reduction of pain points, disruption management, service recovery and driving unique signature experiences.
- Liaison with various internal and external authorities/departments - DGCA, BCAS, Finance, GHA, Airport Operator, Cargo
- Monitor all AOCC Function at airport and plan operational
- Handling of shift as shift in-charge
- Create transparent and ethical environment at work place
Customer Service Executive
Interglobe Aviation limited "Indigo"
Cochin
08.2016 - 10.2019
- Evaluated CRM reports regularly, actioning improvements to achieve impressive results
- Also Maintaining NPS record for station
- Keeping Track Record of Station MHB & NPS
- Maintain Check on Weight and balance of aircraft
- Liaison with AOCC for bay and gate coordination.
Customer Service Agent
Bird Airport service limited
Cochin
12.2015 - 08.2016
- Ramp handling, Preparing Aircraft for Departure and coordinating with all the agency for Clearance
- Checking in Customers, Boarding, Documentation (GD, Dispatch Documents)
Passenger Service Agent
Celebinas Airport service limited
Mumbai
11.2013 - 12.2015
- Checking In customers, Queue combing, Helping customer to fill Documents
- Transit, Customer Enquiry call, Ticketing office function, turnaround co-ordination
Education
Bachelor of Arts -
C V Raman University
New Delhi 04-2017
High School Diploma -
Bharat Seva Samaj
New Delhi 04-2015
Skills
- KPI Setting and Review
- Time Management
- Customer Service
- Inventory Management
- KPI Monitoring
Certification
· Load & Trim License for A320,321,B737,ATR72
· Internal Auditor of Vistara Airlines
· Preparation of SERP & Trainer for ERP
· Train the trainer for Amadeus, PDRM & ERP
Personal Information
Father Name : Thomas Raju
Date of Birth: 10/15/93
Passport Number: T9587443
Passport Expiry Date: 04/10/29
Languages
- English
- Hindi
- Tamil
- Malayalam
References
Mr. Vinesh Wadhwani, Airport Manager, Vistara Airlines, Indore, India, +91-9229233255
Timeline
Duty Manager
Air India
05.2024 - Current
Customer Service Supervisor
TATA SIA Airlines "Vistara"
11.2019 - 04.2024
Customer Service Executive
Interglobe Aviation limited "Indigo"
08.2016 - 10.2019
Customer Service Agent
Bird Airport service limited
12.2015 - 08.2016
Passenger Service Agent
Celebinas Airport service limited
11.2013 - 12.2015
Bachelor of Arts -
C V Raman University
High School Diploma -
Bharat Seva Samaj
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