ROHAN SHUKLA
New Delhi
Summary
Dynamic Sr. Customer Service Executive with extensive experience at GMR GROUP, excelling in customer relationship management and service coordination. Proven track record in enhancing passenger satisfaction through effective problem-solving and team leadership. Proficient in ticketing systems, ensuring seamless operations while maintaining high service standards.
Overview
5
5
years of professional experience
Work History
Sr. Customer Service Executive
GMR GROUP
01.2025 - 11.2025
- Delivered high-quality passenger service at the airport, ensuring smooth operations and customer satisfaction.
- Assisted passengers with check-in, inquiries, baggage concerns, and special service requests.
- Coordinated with multiple stakeholders for seamless operational flow.
- Maintained service standards aligned with GMR policies and safety norms.
- Provided guidance and support to customer service representatives.
Customer Service Executive
INDIGO AIRLINES
Delhi
11.2022 - 01.2025
- Assisted passengers during check‑in, boarding, and arrival processes.
- Ensured adherence to airline service protocols and operational guidelines.
- Maintained a positive demeanor to enhance customer experience consistently.
Customer Service Executive
AIR INDIA SATS
Delhi
10.2021 - 12.2023
- Managed passenger handling for Air India Express/Air Asia at T3, Delhi.
- Deputed to Amritsar Airport (04/2023 – 08/2023).
- Proficient in SITA, Amadeus, and GoNow airline software.
- Experience in client handling, manpower planning, and office coordination.
- Provided information on services, amenities, and travel regulations confidently.
- Maintained a positive demeanor to enhance customer experience consistently.
- Explained flight schedules, ticketing options, and baggage policies clearly.
Intern
Pullman & Novotel
New Delhi
01.2021 - 06.2021
- Completed 6‑month internship at Pullman & Novotel, Aerocity, New Delhi.
- Participated in multiple outdoor catering events (Andaz by Hyatt, Maruti Suzuki, Oodles Hotel).
- Organized and led college event as Head of Food & Beverage Department.
Education
Aviation program -
GMR Aviation Academy
01.2022
3-year program - Hospitality Management & Leadership
Vedatya Institute
Gurugram01.2022
Senior Secondary -
Mira Model School
New Delhi01.2019
High School -
Mira Model School
New Delhi01.2017
Skills
- Customer relationship management
- Ticketing systems
- Client handling
- Service coordination
- Operation procedures
- Premium customer service
- Team leadership
- Problem solving
- Customer complaint resolution
- Quality control
- Team member training
- Multitasking
- Business ethics
- Policy adherence
Accomplishments
- 1st Prize – Aero Modeling Competition.
- Gold, Silver & Bronze Medals in Taekwondo.
- Awarded ‘Best Cadet’ – NCC (‘A’ Certificate Holder).
- 2nd Place – Photography Competition, JK Business School.
- Class Representative – Food & Beverage Department.
References
- Mr. Gurpreet Singh, Airport Manager – Amritsar, Air India, gurpreet_hockey@yahoo.com, +91‑9216360228
- Mr. Joga Singh, Senior Associate – Air India, joga.singh@airindia.com, +91‑998896502
Personal Information
- Hobbies: Photography, Playing Cricket, Creative Recycling (Best out of Waste), Cooking and exploring new recipes, Listening to music
- Date of Birth: 06/30/01
english
Hindi
First Language
English
Advanced (C1)
C1
Punjabi
Upper Intermediate (B2)
B2
French
Beginner
A1
Timeline
Sr. Customer Service Executive
GMR GROUP
01.2025 - 11.2025
Customer Service Executive
INDIGO AIRLINES
11.2022 - 01.2025
Customer Service Executive
AIR INDIA SATS
10.2021 - 12.2023
Intern
Pullman & Novotel
01.2021 - 06.2021
Aviation program -
GMR Aviation Academy
3-year program - Hospitality Management & Leadership
Vedatya Institute
Senior Secondary -
Mira Model School
High School -
Mira Model School