SAPTARSHI GUPTA

OPERATION MANAGEMENT-Responsible for safe and on- time performance. Ensured safety and security protocols are never compromised and met in line with corporate, local & international civil aviation body and government legislation.

• Ensure all logged defects are attended, monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
• Managed and maintained catering inventory for seamless and consistent service delivery.
• Ensured proper custom and alcohol documentation, timely and professional handover.
• Ensured Crew follows and comply with local custom regulations and law of land during outstation layover.
• Also responsible for team members well being and health.
• Worked with team to implement procedural changes, gathered customers & team members feedback, and used it to develop product quality and maintain service consistency.
• Raised operations/ voyage reports and updated using Windows 8 CRM/ KIS.

BUSINESS DEVELOPMENT: Promoted Airline‘ s loyalty program and enrolled new customers.

• Created and update customer profile in KIS (Windows 8 CRM) -Consistently collected and updated customer feedback for product improvement and enhanced service delivery experience.
• Prompt handling & investigation of customer complaints/ queries.
• Timely and appropriate response to resolve issues, raised reports for follow up and record.
• Participating in new product/ service development and shared observed experiences and customer feedback.
• Promoted company through public campaigns and social media platforms.(e.g.
• Air show, Expo-2020) -Promoted On-board duty free sale and encouraged cabin crew to generate revenue through sales.

TEAM MANAGEMENT- Conducted a timely and motivated briefing.

• Allocate manpower resources appropriately considering grade, skill level, special qualifications, languages and customer profile to enhance customer experience.
• Conducted communication and team building activities/ team talks to build cohesive, well informed and enthusiastic team.
• Check grooming standards, and address shortfalls -Conducted on-job performance evaluations/appraisal to identify weaker or under-performing team members and assigned development plans to enhance skills and performance level.
• Raised performance/ shortfall report and updated in KIS (Windows 8 CRM) for consistency and trend tracking.

• Deliver service to standard set by Company, to ensure customer needs are met in specific cabin.
• Ensure highest standards of safety and security are met, in line with corporate requirements, local civil aviation, government legislation and international standards.
• Act as brand ambassador, developed and promoted company products.
• Excelled customer expectations and satisfaction consistently with highest quality service delivery through inspired management of team.