Sangeetha S Bharadwaj
Terminal Operations Assistant
Bhadravathi
Summary
Customer experience professional with 4+ years of airport operations experience at international terminals, delivering consistent service quality across check-in, boarding, and customer care (including PwD/special assistance) Skilled in floor walking, queue management, passenger flow coordination, and handling disruptions while maintaining compliance with safety and security procedures. Experienced in coordinating with internal/external stakeholders to ensure smooth terminal operations and on-time execution of service standards and SOPs. Proficient with airline check-in systems and customer service workflows, with a track record of resolving passenger concerns and supporting high service-level agreements.
Overview
3
3
Languages
6
6
Certifications
6
6
years of professional experience
Work History
Sector Commander
Kempegowda International Airport
04.2023 - Current
- Led day-to-day customer interactions.
- Experience operations across multiple handling locations, ensuring adherence to SOPs, service standards, and safety/security procedures.
- Coordinated with internal stakeholders and relevant departments during critical equipment failures to minimize passenger disruption, and maintain operational continuity.
- Delegated tasks and supervised vendor staff, ensuring consistent service delivery and compliance with assigned shift responsibilities.
- Guided and supported vendor staff on DIGIYATRA processes to improve passenger assistance and streamline terminal workflows.
- Monitored and managed passenger crowds to maintain safe, orderly movement, and reduce congestion at designated areas.
- Handled public announcements and performed virtual information desk duties to provide timely, accurate guidance, and resolve passenger queries.
- Managed assets and supported operational readiness by overseeing resource allocation across assigned zones.
- Provided leadership support to maintain high customer service standards, ensuring a caring, hospitable, passenger experience.
- Managing the Lost and Found
- Receiving and returning items
- Prompt disposal of articles
- Overseeing inventory of lost and found items
- Communicating with passengers through various channels
- Coordinating internal audits for lost and found
- Proficient in SAP and iLost
Customer Service Agent at AISATS
Vistara Airlines
09.2021 - 04.2023
- Performed check-in and passenger handling for Vistara Airlines, ensuring accurate processing and smooth customer flow in line with airline service standards.
- Delivered exceptional customer assistance with a service-oriented approach, addressing passenger concerns promptly to protect customer satisfaction.
- Provided special services for UMNR, young passengers, and assisted BLND/WCHR passengers, ensuring appropriate support and guidance throughout the journey.
- Checked in domestic and international passengers using computerized systems, maintaining accuracy and compliance with operational procedures.
- Processed checked baggage and monitored carry-on baggage for size and quantity to ensure adherence to airline policies.
- Resolved customer complaints quickly and escalated issues when required, supporting consistent service quality and operational effectiveness.
Intern
Kempegowda International Airport
01.2021 - 01.2021
Education
Bachelor of Business Administration - Aviation Management
Srinivas University
Mangalore08-2021
Pre-University Course -
Pace UM PU College
Shivamogga04-2018
High School -
St. Joseph's School
Bhadravathi04-2015
Skills
Customer service focused
Team building and leadership
technical skills: Amadeus Altea DCSALTEA CM, ILOST, SAP for lost and found
core concepts: customer service,queue management,customer relationshipmanagement (CRM), leadership
Accomplishments
- Received several appreciations from the passengers by way of emails.
- Participated in various cultural events.
- Earned recognition from managers for active dedication and contributions to cultural events.
Certification
Undergone DGR (Dangerous Goods and Regulations) from AIR INDIA SATS.
Interests
Travel, Singing, Imaging
HOBBY ACHIEVEMENTS
- Participated in the intercollege singing competition
- Actively participated in workplace singing events, including Christmas carols, Kannada Rajyotsava celebrations, and employee forums, contributing to cultural and team-building activities
Timeline
Sector Commander
Kempegowda International Airport
04.2023 - Current
Customer Service Agent at AISATS
Vistara Airlines
09.2021 - 04.2023
Intern
Kempegowda International Airport
01.2021 - 01.2021
Bachelor of Business Administration - Aviation Management
Srinivas University
Pre-University Course -
Pace UM PU College
High School -
St. Joseph's School