Viknesh T.

Operations Associate

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia19 yrs 11 mos experience

Highly Stable

Key Highlights

19 years of experience in aviation operations
Creator of the S.T.E.P.S.™ framework
Expert in driving clarity and performance

Stackforce AI infers this person is a seasoned aviation operations leader with a focus on strategic management and stakeholder engagement.

Contact

Skills

Core Skills

Stakeholder ManagementOperational ExcellenceProject ManagementOperational CoordinationOperational ManagementLeadershipCustomer ServiceSales ManagementCustomer Engagement

Other Skills

Analytical SkillsInterpersonal SkillsProblem SolvingSoft SkillsTeamworkCrisis ManagementAirlinesManagementMotivational InterviewingTeam ManagementInterpersonal CommunicationCustomer Service ManagementCollaborative Problem SolvingPeople ManagementCommunication

About

I work in aviation operations, where decisions matter, pressure is constant, and clarity is often missing. Over the past 19 years, I’ve worked closely with teams and leaders in demanding environments where plans meet reality. My experience spans frontline operations, cross-functional coordination, and operational readiness across complex aviation environments. What I’ve learned along the way is simple: progress rarely comes from effort alone. It comes from clear thinking, steady character, and focus on what truly matters. From this experience, I use a thinking framework I call S.T.E.P.S.™ Strategy, Timing, Engagement, Purpose, and Sustainability. It is not theory. It is shaped by real operational work, audits, disruptions, and people management, where decisions have practical consequences. My own journey has included setbacks, retrenchment, and starting again. Completing a Professional Master’s in Business Administration reinforced what experience already taught me: knowledge is widely available today, but character, mindset, and judgement are what create trust and impact. Today, I share perspectives on operations, leadership, and clarity for professionals who work in complex environments and value calm execution over noise If clarity matters as much as competence, we’ll likely have a good conversation. S.T.E.P.S.™ Built with Intent. Lead with Clarity. Viknesh Thuraisamy

Experience

19 yrs 11 mos

Total Experience

5 yrs 10 mos

Average Tenure

2 yrs 4 mos

Current Experience

Pos aviation sdn bhd

2 roles

Senior Customer Service Manager

Promoted

Dec 2023 – Present · 2 yrs 4 mos · On-site

Provided strategic oversight of customer service operations across multi-airline portfolios, ensuring alignment with service KPIs and corporate objectives.
Spearheaded the TransNusa SZB operational launch, delivering end-to-end readiness, workforce capability, and process alignment on schedule.
Enhanced stakeholder engagement by strengthening communication pipelines and establishing structured collaboration between airport authorities, airline representatives, and internal units.
Championed service quality transformation through revised SOPs, and staff capability development initiatives.
Led workforce planning, budget management, and resource optimization to support operational continuity and cost efficiency.
Provided management with real-time operational insights and recommendations that supported decision-making and risk mitigation.

Stakeholder ManagementAnalytical SkillsOperational Excellence

Key Account Manager

Dec 2023 – Mar 2024 · 3 mos · On-site

Served as the primary liaison for multiple airline partners, including legacy and startup carriers such as TransNusa
Overseeing all aspects of service delivery and operational coordination. Ensured seamless execution of ground handling operations, from check-in and boarding to turnaround and baggage handling.
Monitored SLA compliance, managed escalations, and led service recovery efforts. Played a vital role in station startup projects, facilitating system readiness, staff onboarding, and regulatory coordination. Conducted regular performance reviews with client airlines, prepared operational reports, and implemented service improvement plans.
Proven ability to balance airline expectations with operational realities, driving customer satisfaction and maintaining strong stakeholder relationships.

Stakeholder ManagementAnalytical SkillsOperational Coordination

Gtr

2 roles

Manager FOCA

Promoted

Jun 2023 – Dec 2023 · 6 mos · Malaysia · On-site

Oversaw airline operations across 8 stations, ensuring adherence to service agreements, operational KPIs, and safety standards.
Provided leadership guidance and operational direction to station managers and frontline teams to maintain consistency and performance across all touchpoints.
Served as escalation leader for complex disruptions, service failures, and operational irregularities, ensuring timely resolution and customer impact reduction.
Strengthened operational reliability by implementing structured performance reviews, cross-station reporting mechanisms, and compliance audits.
Supported strategic manpower planning, capability building, and talent development across stations to elevate service delivery standards.
Collaborated closely with airline partners and senior management to drive continuous improvements and performance alignment.

Stakeholder ManagementAnalytical SkillsOperational ManagementLeadership

Duty Manager

Feb 2021 – Mar 2023 · 2 yrs 1 mo · Sepang, Selangor, Malaysia

Manage shift staff and their expectations, providing . Ensure sufficient manpower at check-in, boarding and transfer desk to handle the passengers load on shift and meet airlines expectation.
Investigate all handling discrepancies and customer complaints in timely manner, identify problem areas and course of action required to prevent recurrence of service failures, while liaising and working very closely with airlines.
Preparing reports and monthly ops report performance for management

Analytical SkillsInterpersonal SkillsOperational ManagementCustomer Service

Sats ltd.

Traffic Liason Officer

Dec 2005 – Jun 2020 · 14 yrs 6 mos · Singapore

Making Boarding and delay announcement to update passengers on flight progress
.Supervise and ensure efficient and effective check-in and boarding of passengers in compliance with carriers policy/ procedures and customer expectations
.To ensure conformity with all regulatory requirements, organization standards, and local procedures as well as requirements of customer and airlines
.Effective communication internally and externally to enable effective planning control and reporting.
.To ensure a safe & secure working environment in compliance with relevant legislative/industry requirements.
.Promptly communicate any event or challenges involving the local operation with Management and Airline
.Respond to and take proactive measures to minimize irregular operations and customer inconvenience
.Investigating and analyzing problems. [e.g. damage to GSE or aircraft, Letters of investigation (LOI’s)]. With respect to a finding, formulate a response and possible corrective action
.Presenting/Ammending loadsheet and customer manifest to ensure accurate information on total passengers and crew on board

Analytical SkillsProblem SolvingOperational CoordinationCustomer Service

P.j advertising

Direct Selling Representative

Jul 2003 – Jan 2004 · 6 mos · Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Engage in Direct Sales/Events/Road-Shows. Set Personal & Team Sales Target for a day and a week. Pitch 50-60 people a day in order to achieve the desired sales quota. Manage and monitor the team progress. Built strong positive attitude, sales skills and professional approach to my work during this experience

Soft SkillsLeadershipSales ManagementCustomer Engagement