Jan 2025 – Oct 2025 · 9 mos · Mumbai, Maharashtra, India · On-site

• Spearheading the development and implementation of Emergency Response Plans (ERPs) across departments, ensuring alignment with the corporate Emergency Response Manual and regulatory requirements. Collaborating with cross-functional teams; Airport Operations, Flight Operations, Cabin Services, Engineering, HR, IOCC, Medical, Crisis Communications, Airport Authorities, and GHAs to ensure operational
• readiness for emergency scenarios.
• Driving organizational resilience through the design and delivery of emergency response training, simulation exercises, audit support, and continuous process enhancement. Leading the planning and rollout of Akasa Air’s Emergency Response framework, leveraging prior experience from IndiGo to strengthen preparedness, stakeholder coordination, and network-wide awareness via targeted training and station-level ambush drills.

Jun 2023 – Dec 2024 · 1 yr 6 mos · Gurugram, Haryana, India

• Led the implementation of a structured Document Management System within the Operations Department, standardizing documentation practices in line with corporate DMS protocols. Managed the end-to-end lifecycle of documents; creation, control, and publication, ensuring consistency, accessibility, and regulatory compliance across all operational functions.
• Actively contributed to the transformation journey during the merger by harmonising Operations policies and SOPs with group carriers, aligning them with applicable regulatory standards.

Sep 2016 – Jun 2023 · 6 yrs 9 mos

• Corporate Crisis/Emergency Response Plan Implementation:- Led the effective implementation of the organization's crisis and emergency response plan, ensuring preparedness for unforeseen events.
• Emergency Plan Coordination and Maintenance:- Coordinated and maintained vital emergency plans, including Airport, Disabled Aircraft Removal, Station, and Departmental Emergency Response Plans.
• Circulars and Directory Management:- Reviewed, validated, and updated departmental circulars and the Emergency Directory to maintain accurate and current information.
• Tool Development: Collaborated with IT for User Acceptance Testing (UAT) of departmental tools and updated the Emergency Response portal on the company's website.
• Emergency Response Simulation and Log Maintenance:- Conducted simulations to improve response preparedness, maintained exercise logs, and provided administrative support.
• Stakeholder Roles and Responsibilities Analysis:- Analyzed stakeholder roles, focusing on Ground Handling Agencies, in emergency response processes.
• Emergency Equipment Inspection:- Performed random equipment inspections to ensure Emergency Operations Centre functionality.
• Training, Audits, and Station Support:- Planned and conducted training and audits, supporting station setup and ensuring operational excellence.
• Contract and Agreement Maintenance:- Managed corporate-level contracts with external service providers, offering guidance to cross-functional teams.
• Service Provider Liaison:- Established communication with service providers (e.g., GoCrisis, Kenyon, Blakes) to meet organizational requirements during emergencies.
• Business Continuity and Plan Synchronization:- Ensured alignment of plans with current situations, facilitating seamless internal and external operations through Business Continuity measures.
• Supply Chain Management and Asset Protection:- Organized supply chain operations for Go-Kit procurement and safeguarded company assets while maintaining stakeholder data confidentiality.

Aug 2011 – Sep 2016 · 5 yrs 1 mo

• Global Travel Itinerary Assistance:- Proficient in assisting and preparing travel itineraries for passengers worldwide, demonstrating a deep understanding of global time zones and seamless travel connections.
• Staff Deployment and Utilization:- Played a key role in planning, allocating, and deploying staff during shifts, ensuring optimal utilization of Ground Handling Agents (GHAs) resources.
• System Training Leadership:- Appointed as the station Single Point of Contact (SPOC) for imparting system training, including check-in and WTR, at the station level as needed.
• MHB Query Resolution:- Acted as the primary point of contact for all MHB (Make-Handling Better) related queries.
• Customer Relations and Escalation Handling:- Collaborated directly with the Customer Relations team to resolve complaints and escalations attributed to the station, involving consultation with relevant staff and providing necessary briefings.
• Customs and Immigration Proficiency:- Possess comprehensive experience in customs and immigration procedures, including handling payments, invoices, travel claims, and effective follow-up procedures.
• Performance Reporting and Management:- Prepared and presented weekly and monthly performance reports during review meetings with management, demonstrating strong analytical and reporting skills.
• Customer Service Standards and Procedures: Established, maintained, and enforced customer service standards and procedures, actively participating in meetings and negotiations with service providers and local authorities.
• Station Management Support:- Assisted Station Managers in coordinating and advising on matters related to Airports Authorities, local authorities, service partners, and vendors to achieve targets across the network.
• Service Quality and Operational Control:- Initiated and implemented corrective actions to ensure service quality levels, with overall supervision and control of the entire operational areas.

Dec 2010 – Aug 2011 · 8 mos · Indira Gandhi International Airport-T3, New Delhi

• Customer Assistance and Procedures:- Provided comprehensive support to customers throughout all procedures related to arrivals and departures, ensuring a smooth and seamless travel experience.
• Pre-flight and Post-flight Briefings:- Actively participated in pre-flight and post-flight briefings, contributing to the effective coordination and execution of airline operations.
• Check-In Counter Setup:- Demonstrated proficiency in setting up check-in counters, streamlining the check-in process, and enhancing operational efficiency.
• Flight Paperwork Management:- Meticulously handled the filing of all necessary flight papers, guaranteeing regulatory compliance and the accurate documentation of flight-related information.

Aug 2008 – Mar 2009 · 7 mos · Hyderabad

• Assisting Idea cellular customers and addressing inquiries.
• Providing product information and ensuring customer satisfaction.
• Achieving customer retention.
• Maintaining call service quality.