Summary
Overview
Work History
Education
Skills
Languages
Certification
Work Availability
Timeline
Personal Information
Languages
Personal Information
References
Santosh Ghevade

Santosh Ghevade

Vasco da Gama

Summary

Dynamic Customer Service Manager with a proven track record at AirIndia, excelling in operational efficiency and regulatory compliance. Expert in team leadership and conflict resolution, I have successfully enhanced customer experiences while ensuring safety standards. Proficient in data analysis and report generation, I drive performance improvements in fast-paced environments.

Overview

18
18
years of professional experience
1
1
Certificate

Work History

Customer Service Manager

AirIndia
GOA
12.2022 - Current
  • Led team operations for wide body and narrow body aircraft.
  • Managed international operations to ensure compliance and efficiency.
  • Oversaw roster management for airport teams at GOI and GOX.
  • Addressed customer queries, creating memorable experiences.
  • Monitored daily flight operations to maintain safety and performance standards.

Manager Ramp

IndiGo
Mumbai
02.2009 - 11.2022
  • Led team operations while planning monthly rosters and managing leave schedules.
  • Managed shift allocations using available resources for optimal efficiency.
  • Executed customer service activities including reservations, ticketing, check-ins, and boarding.
  • Ensured adherence to safety procedures in compliance with airline regulations.
  • Maintained departmental files and records to support operational activities and regulatory requirements.
  • Provided technical support for data gathering and personnel training initiatives.
  • Developed reports, conducted briefings, and facilitated quarterly safety meetings as required.
  • Conducted safety audits and fire safety training, inspecting emergency equipment for compliance.

Customer Service Executive

Delta Air Lines
Mumbai
10.2007 - 01.2009
  • Effectively resolved customer complaints using active listening and problem-solving techniques.
  • Assisted customers with inquiries while providing detailed product information.
  • Managed order processing through company-specific software to ensure timely fulfillment.
  • Maintained accurate records of customer interactions within CRM system.
  • Collaborated with team members to improve service delivery and customer satisfaction.
  • Developed strong customer relationships to promote loyalty and repeat business.

Education

Bachelors of Commerce -

Mumbai University, Mumbai, MH, India
03.2007

Skills

  • Team leadership
  • Regulatory compliance
  • Operational efficiency
  • Safety management
  • Conflict resolution
  • Performance monitoring
  • Customer relationship management
  • Shift scheduling
  • Communication skills
  • Report generation
  • Time management
  • Schedule management
  • Microsoft outlook, word, and Excel
  • Staffing coordination

Languages

English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2

Certification

  • Avsec awareness
  • Load and trim license, DGCA
  • Dangerous Goods Regulation Training Program

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Manager - AirIndia
12.2022 - Current
Manager Ramp - IndiGo
02.2009 - 11.2022
Customer Service Executive - Delta Air Lines
10.2007 - 01.2009
Mumbai University - Bachelors of Commerce,

Personal Information

  • Date of Birth: 08/18/88
  • Marital Status: Married

Work Type

Full Time

Work Location

On-SiteHybridRemote

Languages

  • English
  • Hindi
  • Marathi

Personal Information

  • Date of Birth: 07/09/84
  • Nationality: Indian
  • Marital Status: Married

References

References available upon request.

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Santosh Ghevade