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SIDDHARTH MAJUMDAR
Kolkata
Work Preference
Summary
Results-driven duty supervisor with expertise in operational issue resolution and compliance enforcement. Proven track record in enhancing passenger flow management and emergency response leadership, leading to optimized service delivery. Strong background in customer service operations within the aviation industry, skilled in resource allocation and adherence to ICAO standards. Committed to resolving complex issues and improving overall passenger satisfaction through effective team management and coordination.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Duty Supervisor
Indothai Airport Management Services Ltd.
Kolkata
02.2025 - 06.2026
- Led customer service teams to uphold high standards of service and adherence to airport regulations.
- Supervised customer service operations, ensuring efficient service delivery and strict compliance with protocols.
- Resolved passenger inquiries and complaints promptly, fostering professional solutions for customer satisfaction.
- Coordinated with security, operations, and engineering departments to facilitate seamless airport activities.
- Ensured compliance with ICAO standards and civil aviation regulations throughout daily operations.
- Maintained accurate operational records and escalated complex issues to senior management for resolution.
Jr. Officer, Customer Service
AI Airport Services Limited
Agartala
04.2024 - 01.2025
- Prioritized passenger well-being to guarantee safe and comfortable air travel journeys.
- Provided exemplary support for passengers with special assistance needs, ensuring personalized experiences.
- Addressed inquiries regarding flight schedules and updates, facilitating clear communication for positive travel experiences.
- Coordinated adjustments for delayed and diverted flights, ensuring seamless service delivery for affected passengers.
- Coordinated adjustments for delayed and diverted flights, enhancing service delivery and minimizing passenger inconvenience.
- Enforced stringent safety protocols and oversaw check-in procedures for secure passenger boarding.
- Resolved operational issues in collaboration with senior management, maintaining high company standards and service quality.
- Compiled daily and monthly reports to identify service performance trends and support operational improvements.
Jr. Officer, Customer Service
AI Airport Services Limited
Gaya
11.2023 - 03.2024
- Resolved passenger queries regarding flight arrivals, departures, and schedules, enhancing communication clarity and passenger confidence.
- Proactively addressed passenger needs and concerns, contributing to a more positive journey experience and increased passenger satisfaction.
- Provided personalized assistance to guests requiring special services, enhancing comfort and satisfaction.
- Coordinated with senior staff to manage delayed and diverted flights, ensuring operational continuity.
- Issued timely public announcements on flight schedules to keep passengers informed.
- Implemented rigorous safety protocols and conducted check-in procedures for secure passenger boarding.
- Compiled daily and monthly reports to evaluate service performance, identifying trends and actionable insights for continuous improvement.
- Escalated complex issues to appropriate management levels while maintaining compliance and professionalism.
Sr. Customer Service Executive
AI Airport Services Limited
Kolkata
08.2013 - 11.2023
- Spearheaded training programs for customer service teams, enhancing operational efficiency.
- Supervised team of 10 customer service executives, maintaining high customer satisfaction levels.
- Led development and execution of operational strategies to elevate customer service standards.
- Handled non-scheduled flights and resolved customer inquiries for seamless service delivery.
- Coordinated with sales team to ensure timely fulfillment of 500+ monthly orders.
- Delivered training sessions that enhanced staff skills and promoted continuous learning culture.
- Managed VIP movements and aircraft emergencies, ensuring secure operations.
- Enforced ICAO and civil aviation regulations to maintain compliance with safety protocols.
Customer Service Executive
Air India Transport Services Ltd
Kolkata
02.2012 - 08.2013
- Developed and conducted specialized training programs for staff, elevating service delivery and customer satisfaction.
- Enhanced operational performance through interdepartmental collaboration, boosting service efficiency.
- Managed check-in baggage handling and security screenings for 500+ passengers daily, ensuring compliance with airline standards.
Restaurant Manager
Leo's Kitchen
Kolkata
03.2005 - 01.2012
- Managed day-to-day restaurant functions, prioritizing scheduling, budgeting, and inventory control for optimal performance.
- Streamlined restaurant operations to improve customer service and operational processes.
- Optimized profits through effective management of food, beverage, and labor costs.
- Supervised daily operations to deliver seamless service and enhance guest satisfaction.
- Developed and executed marketing strategies, including social media campaigns and local advertising.
Customer Service Executive
Prakash Air Freight
Kolkata
01.2004 - 12.2004
- Fostered customer loyalty through proactive relationship management and targeted service enhancements.
- Maintained customer profiles to identify upselling opportunities, improving service quality.
- Coordinated timely deliveries for over 500 cargo shipments, achieving 95% efficiency.
Education
Bachelor of Arts (BA) - English
EIILM University
Sikkim, India12-2011
Diploma - Hotel Management
IIAS School of Hotel Management
Kolkata, India04-2003
Skills
Customer service strategies
- Operational issue resolution
- Compliance enforcement
- Emergency response leadership
- Cross-functional coordination
- Passenger flow management
- Resource and shift allocation
Service recovery
- Vendor management oversight
- SLA tracking
- Weight and balance coordination
- Departure control systems
- Budget management tactics
Certification
Diploma in MS Products, CIC-CCIT, Raipur – January 12, 1998
Languages & Computer
LANGUAGES, English, Bengali, Hindi, NATIVE, FULL, COMPUTER, MS Office (Word, Excel, Powerpoint), Internet/E-Mail, LIMITED, PROFESSIONAL
Accomplishments
- Appreciation Letter from Air India, for exemplary service – January 25, 2023
- Appreciation Letter from Air India, acknowledging dedicated service with Air India Catering Services – September 30, 2023
- Certificate of Appreciation, IIAS School of Hotel Management, for outstanding performance and contributions in the Food Production Department during the Food Fest 2002 – January 1, 2002
Training
- Ongoing DGCA CAT 9 Training, Valid until 19 feb 2028
- SITA DCS Customer Management Check-in System, Air India
- Amadeus Altéa Check-in System, Air India
- Navitaire Go Now Check-in System, Air India Express
- International Flight IFSD Training
- Haj Pilgrim Flight Handling
- SESF WIP Flight Handling
- Special Bubble Agreement Flight Handling
Declaration
I hereby declare that the information provided in this resume is true and accurate to the best of my knowledge and belief. I understand that any false or misleading information may lead to the disqualification of my application or termination of employment if hired. SIDDHARTH MAJUMDAR
Timeline
Duty Supervisor
Indothai Airport Management Services Ltd.
02.2025 - 06.2026
Jr. Officer, Customer Service
AI Airport Services Limited
04.2024 - 01.2025
Jr. Officer, Customer Service
AI Airport Services Limited
11.2023 - 03.2024
Sr. Customer Service Executive
AI Airport Services Limited
08.2013 - 11.2023
Customer Service Executive
Air India Transport Services Ltd
02.2012 - 08.2013
Restaurant Manager
Leo's Kitchen
03.2005 - 01.2012
Customer Service Executive
Prakash Air Freight
01.2004 - 12.2004
Bachelor of Arts (BA) - English
EIILM University
Diploma - Hotel Management
IIAS School of Hotel Management