Yamini Bandekar

• IAirport Contact Centre Operations & Automation Initiatives Played a pivotal role in the automation initiative by establishing the Fault Response Cell, a centralized system for efficiently routing and tracking airport infrastructure complaints, ensuring timely resolution. Spearheaded the department’s evolution into the Airport Contact Centre, integrating manual and automated announcements, emergency and appellate call handling, and support for lost and found services at CSMIA. As Shift In-Charge, managed end-to-end operational activities to uphold customer satisfaction and compliance with OMDA regulations. Oversaw the preparation of monthly MIS reports, providing key insights for performance enhancement. Proactively improved customer experience through swift complaint resolution and nurtured a positive workplace culture by fostering strong team dynamics. Led daily operations with a focus on service excellence, quality assurance, and operational efficiency. Championed collaboration among internal teams and external stakeholders to drive project success. Worked closely with senior management to develop strategic initiatives for continuous business growth and process improvements.

Oversaw comprehensive customer service operations, including check-in procedures, document verification, baggage handling, boarding coordination, arrivals management, and meet-and-greet protocols. Managed lost-and-found services while ensuring efficient resolution of customer concerns. Conducted Internal audits and thorough analysis of management reports and data to optimize service quality and operational efficiency.