1. AMIT TIWARI
Bldg No 45 / 1587, Tilak Nagar, Near Tilak Nagar Police Station, Chembur, Mumbai 400089
Contact: +91 9833181844 (m) email id: amit_ti1803@yahoo.com
Career Objective:
My 11 years of progressive experience in the industry can add value to a customer-centric
team. To be efficient and diligent in the work given and to be significant in the development
of an organization that offers both professional and personal growth.
Strengths:
* A natural flair for inculcating the habit of team work among colleagues & team members.
* Ensuring active participation in the team activities.
* Keen interest in learning, improving and upgrading myself on the job with initiative &
quick grasp of situations.
*Adapting to and working under pressure in different situations.
* Ability to assess a situation effectively and provide solutions.
*Flair for accurate independent decision making keeping in mind company policies and
customer satisfaction.
Profile:
Dependable, result oriented professional with experience in customer service management.
Do extremely well in fast paced environments as well as motivating and supervising staff to
maximize productivity and hence company's profitability. Committed to excellence. Works
well as a part of team as well as independent.
Educational Qualifications:
* M.B.A (HR) from Madurai University in 2010
* B.Com from Annamalai University in 2007
* H.S.C from Mumbai board in 2004
* S.S.C from Mumbai board in 2002

2. Work Experience:
* Designation Assistant Manager
* Location C.S.I.Airport, Mumbai
* Period 04th June' 13 - Till Date
Job Responsibilities:
 Manage all aspects of daily operation at Mumbai Airport on shift basis.
 Develop an airport operations team culture focused on customer service, safety,
security and continuous improvement.
 Manage internal and external stakeholder relationships, including coordinating airside
activities.
 Optimize the use of existing facilities to ensure delivery to customers on the day
whilst also identifying improvements in processes and future capacity requirements
 Develop and efficiently manage Operational and Capital budgets.
 Ensure procedures and requirements are developed and implemented for terminal
operations in accordance with legislated requirements.
 Manage the interface between the project delivery team, the operations team and
customers to ensure successful completion of aeronautical projects in line with
budget, customer requirements, and regulatory requirements.
 Manage relations with planning authorities in relation to planning and development.
 Provide operational input into airport development groups to ensure that adequate
consideration is given to aviation safety, risk or impact to future operation terminal
facilities.
 Work in close liaison with airline ground personnel to ensure high standards of
service delivery as per OMDA and ASQ standards.
 Assist and support passengers and other staff in the terminal during all emergency
situations including bomb threat, fire and civil exigencies.
 Accountable for and should ensure resource allocation and planning for:
o All VVIP, VIP and CIP movements which are expected for the day,
o Works schedule for all works expected in the terminal for the day
o Daily expected passenger’s figures on departure and arrival;
o Serviceability of all facilities in various zones which have been reported
unserviceable, and actions to be taken to ensure a smooth operation.

3. * Designation Guest Services Supervisor
* Location C.S.I.Airport, Mumbai
* Period 07th September’07 – 31st May'13.
Job Responsibilities:
 Manage all aspects of Kingfisher daily operation at Mumbai station on shift basis.
 While monitoring, directing and controlling staff to ensure that all KF guests are
transported on KF flights safely with their baggage and that they receive the highest
level of customer service at the airport.
 On –time performance of all KF flights at airport
 Manage all day to day operational issues, including check-in operations , safety and
security, disruption handling .
 Manage airport authority and supplier relationships on a daily basis and ensure that
they deliver the products and services as per Kingfisher standards.
 To deal with problems arising, such as delays, disruptions, excess baggage or denied
boarding within the guidelines provided by the airport manager in order to retain
customer confidence and loyalty.
 To control catering uplifts and expenditure on meals and accommodation for the
transfer of delayed guests in order to minimize waste and unnecessary costs while
meeting the needs of the guests.
 To efficiently investigate and respond to queries, complaints and claims received
from various head-office departments or guests directly and attempt to restore
guests confidence.
 Lead, guide and develop staff in order to ensure a highly productive, motivated
workforce.
 Establish and maintain excellent relationships with colleagues from other airlines.
 Monitor compliance with quality management system and the local procedures.
 Establish effective links with Head Office key interface departments and local
network for day to day operational issues.
 Conduct briefing before flight departures and hold de-briefing session with all staff to
highlight discrepancies and deficient areas, obtain recommendations for corrective
action from all staff and advise Airport Manager
 Coordinate with Airport Manager on action plan for service improvements.

4. * Designation Customer Services Agent
* Location Mumbai
* Period 07th September’06 – 05th September 07
Job Responsibilities:
 Handle Inbound Calls for Vodafone.
 Provide Solution to Customer Queries
 Handling Escalation & Floors
* Designation Airport Representative
* Location Mumbai
* Period 07th September’05 – 31st August 06
Job Responsibilities:
 Monitoring Guests Pick Up & Drop.
 Helping Guests with tickets & Arranging Cars for Sight Seeing
Personal Details
Date of Birth : 03rd November 1986
Known Languages : English, Hindi
Marital Status : Married
Passport Details : N1688264
Date Of Issue : 28th July 2015
Date Of Expiry : 27th July 2025