Tejaswni mali

• Managed end-to-end passenger processing, check-in, boarding control, and baggage acceptance protocols to secure
optimal on-time departure performance.
• Coordinated flight departure activities and screened travel documentation while strictly ensuring compliance with airline
operational procedures, airport security regulations, and aviation safety standards.
• Received, processed, and resolved dynamic customer enquiries and service complaints effectively to maintain a high
quality guest experience.

• Acted as the primary point of contact for passengers across check-in, boarding, baggage acceptance, and
departure, ensuring a seamless customer journey at every touchpoint.
• Resolved customer complaints and service escalations through structured problem solving and service recovery,
coordinating with airline and airport stakeholders for timely resolution.
• Investigated recurring complaint themes and shared feedback with stakeholders to support service and process
improvements.
• Maintained accurate records of customer interactions and complaint outcomes in line with airline service
standards.
• Handled flight disruption and delay scenarios, proactively managing affected passengers to protect satisfaction
and minimize dissatisfaction.
• Maintained compliance with aviation safety, security, and operational procedures.

Experienced aviation and airport operations professional with 6+ years of expertise in airline ground handling, passenger services, and airport customer service operations. Skilled in passenger check-in, boarding coordination, baggage handling, operational supervision, and frontline customer support in fast-paced airport environments. Proven ability to manage shift operations, resolve passenger concerns professionally, and maintain high standards of safety, operational efficiency, and customer satisfaction. Seeking to contribute aviation operations expertise and customer service

• Served as the key customer contact during check-in, boarding, arrivals, and baggage services, building rapport to
support customer retention and a positive journey.
• Supported passengers through delays, cancellations, disruptions, and missed connections, proactively identifying
at-risk/distressed customers and taking corrective action to retain trust.
• Verified passports, visas, and travel documents in line with airline and regulatory requirements.
• Delivered premium service to VIP and priority customers, and supported elderly travelers and families with
tailored assistance.
• Achieved ancillary sales targets through proactive customer engagement, contributing to revenue alongside
satisfaction goals.

• Owned the end-to-end customer journey including check-in, boarding, arrivals, and baggage, ensuring consistent
service quality across touchpoints.
• Handled customer inquiries, complaints, and service recovery cases, coordinating with airport operations teams to
close issues efficiently.
• Supported missed-connection passengers with rebooking coordination, reducing customer disruption and
protecting satisfaction.
• Consistently exceeded ancillary sales goals through customer-focused engagement techniques.
• Delivered premium service to VIP and priority passengers; recognized with a Top Performance Award for
outstanding customer service and operational efficiency.

• Maintained accurate records, reports, and databases supporting operational and customer-service reporting using
Microsoft Excel and Office Suite.
• Prepared daily, weekly, and monthly operational reports, building a strong foundation in tracking and reporting
metrics.
• Performed data entry, verification, and documentation management in compliance with organizational standards.