Vijaya H. Vasudev
Virar (West)
Summary
Experienced Senior Executive – Customer Service & Terminal Operations with over 15 years in the aviation industry, specializing in airport operations, passenger service, and emergency response. Strong background in managing terminal operations, IROP handling, medical and stretcher cases, and passenger communications. Recognized for professionalism, problem-solving under pressure, and ensuring smooth passenger experience at one of India’s busiest international airports.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Executive – Customer Service & Terminal Operations
Mumbai International Airport Ltd. (MIAL)
02.2009 - Current
- Terminal Operational Support
- Provides direct supports to passengers and airport staff during terminal operations & assists with passenger check-in, boarding and baggage claims processes, ensuring a smooth passenger journey.
- Handles general inquiries and resolves minor passenger issues efficiently and professionally.
- Terminal Operations Shift Management.
- Lounge management & Customer service.
- Golf Cart & Inter Terminal Coach Operation.
- Staff Supervision.
- Vendor Management.
- Managed Passenger Response Cell & Fault Response Cell, resolving passenger queries and ensuring service excellence.
- Conducted terminal operations including check-in allocation, baggage belt assignment, Lost & Found, trolley management, and terminal rounds.
- Coordinated emergency responses and IROP handling, working with airlines and stakeholders during disruptions.
- Delivered public announcements for flight information, delays, and passenger convenience.
- Handled special cases including medical emergencies, stretcher transfers, wheelchair assistance, and unaccompanied minors.
- Ensured compliance with safety, security, and SOP standards in day-to-day operations.
Customer Service Assistant
Air India (Through Livewel Aviation Services)
12.2006 - 01.2009
- Handled arrivals & departures of international flights and provided boarding/transit assistance.
- Operated check-in counters for both domestic and international passengers.
- Managed inquiry counters, SSU, and stretcher/medical cases for passenger facilitation.
- Assisted in baggage, boarding, and transit operations for Air India and other international carriers.
Education
T.Y.B.Com -
Mumbai University
01.2010
H.S.C. - undefined
Maharashtra Board
01.2005
S.S.C. - undefined
Maharashtra Board
01.2003
Skills
- Terminal Operations Management – Check-in counter allocation, baggage belt coordination, Lost & Found, trolley management, and terminal rounds
- Passenger Service Excellence – Handling queries, complaints, compliments, special assistance, and IVRS management
- Emergency & IROP Handling – Coordinating during delays, cancellations, diversions, medical emergencies, and evacuation drills
- Special Assistance (MEDA/SSU) – Stretcher cases, wheelchair passengers, unaccompanied minors, and reduced mobility passengers
- Stakeholder Coordination – Liaising with airlines, ground handlers, CISF, customs, immigration, and other airport departments
- Communication & Public Announcements – Clear, timely announcements during normal and irregular operations
- Reporting & Documentation – Daily/weekly shift reports, fault logging, complaint monitoring, and MIS reporting
Accomplishments
- Successfully handled critical IROP situations (delays, diversions, cancellations) with minimal passenger disruption.
- Coordinated MEDA and stretcher case transfers with airlines, medical teams, and ground staff ensuring safe handling.
- Improved passenger query resolution through efficient LIVE IVRS team management.
- Recognized for professionalism during emergency drills and real-time medical situations at Mumbai International Airport.
- Enhanced announcement quality and passenger communication systems for smoother terminal operations.
Certification
- Diploma in Aviation & Hospitality Management – Air Hostess Academy (AHA), Mumbai
- Diploma in MS-CIT (Information Technology)
- First Aid Training – St. John Ambulance Association
- Govt. Commercial Certificate in English Typing (30 & 40 WPM)
- Govt. Commercial Certificate in Marathi Typing (30 WPM)
Languages
English
Hindi
Marathi
Basic German
Timeline
Senior Executive – Customer Service & Terminal Operations
Mumbai International Airport Ltd. (MIAL)
02.2009 - Current
Customer Service Assistant
Air India (Through Livewel Aviation Services)
12.2006 - 01.2009
H.S.C. - undefined
Maharashtra Board
S.S.C. - undefined
Maharashtra Board
T.Y.B.Com -
Mumbai University