SURESH KUMAR

As a Senior Customer Service Executive at DIAL, I coordinated daily airport operations by working closely with government agencies (CISF, Customs, Immigration) and Ground Handling Agencies (GHAs), ensuring smooth passenger flow and compliance with airport protocols. I regularly interacted with vendors and support teams to maintain service standards across terminals. My responsibilities included preparing and maintaining various operational reports, such as passenger movement, incident logs, service quality updates, and daily performance summaries. I also managed Lost & Found and Property Room operations, ensuring accurate documentation, storage, and timely handover of passenger belongings. Additionally, I handled essential office and administrative work, supporting operational decision-making. I consistently adhered to KPI requirements and monitored service delivery timelines as per OMDA standards, ensuring high-quality customer service and efficient airport functioning. My role demanded strong coordination, reporting accuracy, and a focus on operational excellence.

A Customer Service Executive (CSE) at IGI Airport handles passengers throughout their travel journey. In Reservations, CSEs assist with ticket booking, modifications, cancellations, fare queries, and special service requests. At the Check‑In Counter, they verify documents, issue boarding passes, tag baggage, collect excess charges, and guide passengers to security. At the Boarding Gate, they make announcements, scan boarding passes, manage queues, coordinate with crew, assist special passengers, and finalize boarding. In BMA (Baggage Make‑Up Area), they sort and load checked‑in bags for departure flights. In BBA (Baggage Break‑Up Area), they offload arriving bags and ensure they reach the correct carousel. In the Arrival Hall, they assist passengers with baggage queries, guide them through customs and transfer procedures, and support special‑assistance cases. For PIR (Property Irregularity Report), they register missing, delayed, or damaged baggage cases, trace bags using systems like WorldTracer, update passengers, and ensure resolution.