VINITHA THANKAPPAN
Mumbai
Summary
Customer service and administrative professional with over 11 years of experience in airport operations, airline customer service, and retail sales. Expertise in Amadeus, Galileo, Altea, and e-RES POS systems, with a strong focus on cash handling and compliance. Proven ability to excel in high-volume environments, ensuring transaction accuracy and effective issue resolution. IATA/UFTAA certified with a solid track record in business development and team leadership, skilled in building strategic relationships to drive business success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sales Executive
Change Group, Prosegur
Gatwick Airport
07.2025 - 01.2026
- Accurately process currency exchange transactions using GTS systems and POS terminals.
- Handle cash operations, including till balancing and end-of-shift reconciliation.
- Verify customer identity and ensure compliance with AML and KYC regulations.
- Promote, upsell, and sell foreign exchange products and travel money services to meet and exceed sales targets.
- Suggest rounding up options and other add-ons to maximize customer value and revenue.
- Deliver exceptional customer service in a fast-paced, high-volume airport retail environment while consistently achieving performance targets.
- Delivered high-quality customer service to +100 passengers per shift in a fast-paced airport environment while ensuring compliance with airline and security regulations.
- Currency exchange services at Gatwick Airport, UK. Website: Not provided.
Check-in Agent
Staffline, Easy Jet/DHL
Gatwick Airport
03.2025 - 07.2025
- Assisted passengers with check-in, boarding, and baggage handling.
- Verified travel documents and ensured compliance with airline and security regulations.
- Delivered high-quality customer service in a fast-paced, high-volume environment.
- Promoted airline services and upsold upgrades to meet revenue targets.
- Managed boarding and special assistance requests to ensure on-time departures.
- Delivered high-quality customer service to 300+ passengers per shift in a fast-paced airport environment while ensuring compliance with airline and security regulations.
- Airline services at Gatwick Airport, UK. Website: Not provided.
Customer Operation Agent
Menzies Aviation
Gatwick Airport
06.2024 - 01.2025
- Handled check-in, boarding, and baggage for GCC flights, ensuring compliance with airline and airport regulations.
- Verified passenger documents and facilitated smooth, on-time departures.
- Collected excess baggage payments using POS terminals, ensuring accurate cash and card transactions.
- Assisted passengers with special requests, baggage allowances, and explained additional charges clearly.
- Delivered high-quality customer service to 300+ passengers per shift in a fast-paced airport environment while ensuring compliance with airline and security regulations.
- Supported upselling of airline services and upgrades to maximize revenue.
- Ground handling services at Gatwick Airport, UK. Website: Not provided.
Team Member
KFC, Kentucky Fried Chicken
London
05.2023 - 06.2024
- Operated tills accurately, handling cash and card payments in a fast-paced, high-volume environment.
- Promoted and upsold menu items to consistently achieve daily sales targets.
- Fast food restaurant in London, UK. Website: Not provided.
Jr. Executive
Quest2travel.com Pvt. Ltd.
Mumbai
12.2017 - 09.2022
- Managed ticketing for corporate clients, including issuing, reissuing, and processing refunds efficiently.
- Handled group bookings and coordinated travel arrangements with airlines, hotels, and service providers.
- Maintained accurate client records, invoicing, and documentation in compliance with company policies.
- Provided high-quality customer service, resolving queries and ensuring client satisfaction.
- Assisted in upselling travel packages and services to corporate clients, achieving sales targets.
- Travel agency in Mumbai, India. Website: Not provided.
Reservation Agent
JP Tours / JP Car Rentals
Mumbai
08.2011 - 11.2016
- Handled walk-in and corporate client ticketing, including issuing, reissuing, and processing refunds.
- Managed reservations, car rentals, and related billing while collecting payments accurately.
- Maintained accounts, prepared invoices, and ensured timely payment of taxes.
- Coordinated with airlines, hotels, and transport providers to meet client requirements.
- Delivered excellent customer service and assisted in upselling travel packages and services to achieve sales targets.
- Travel and car rental services in Mumbai, India. Website: Not provided.
Education
Master of Business Administration -
University of East London
United Kingdom09.2023
Bachelor of Commerce - Accounting and Finance
University of Mumbai
India03.2011
Skills
- Microsoft 365 and Outlook
- Customer relationship management
- Sales promotions
- Upselling techniques
- Problem solving
- Time management
- Cross-selling techniques
- Problem investigations
- Networking
- Negotiation tactics
- E-res and GTS
- Airline regulations compliance
- AML and KYC compliance
- Check-in and boarding operations
- Ticketing and travel management
- Currency exchange processes
- POS operations management
- Billing and accounts oversight
- Sales targets achievement
- Excess baggage payment collection
- Ancillary services coordination
- High-volume customer service
- Problem-solving skills
- Attention to detail
- Communication proficiency
- Time management expertise
- Team collaboration strategies
- Adaptability and stress management
- Sales persuasion techniques
- Decision-making abilities
- Multitasking capabilities
- Work ethics commitment
- Critical thinking skills
- Sales strategy development
- Relationship building techniques
Certification
- IATA/UFTAA Foundation Course in Travel and Tourism
- Amadeus GDS Training
- MS Office
- Tally ERP 8
Languages
- English, fluent
- Hindi, Native
- Malayalam, fluent
- Urdu, advanced
Personal Information
Date of birth: 01/15/1991
Marital status: Single
Place of Birth: Thrissur, Kerala
SIGNATURE
- Vinitha Thankappan
Timeline
Sales Executive
Change Group, Prosegur
07.2025 - 01.2026
Check-in Agent
Staffline, Easy Jet/DHL
03.2025 - 07.2025
Customer Operation Agent
Menzies Aviation
06.2024 - 01.2025
Team Member
KFC, Kentucky Fried Chicken
05.2023 - 06.2024
Jr. Executive
Quest2travel.com Pvt. Ltd.
12.2017 - 09.2022
Reservation Agent
JP Tours / JP Car Rentals
08.2011 - 11.2016
Master of Business Administration -
University of East London
Bachelor of Commerce - Accounting and Finance
University of Mumbai