1. Chaitanya Bavadekar
(M)9920145075; (E)chaitanya.bavadekar@gmail.com
Address: Plot no 80, Shree Durga, Shrikrishna Nagar, Borivali (East), Mumbai 400066.
Objective:
To enhance my working capacities, professional skills, business efficiencies and to serve my organization
in best possible way with sheer determination and commitment.
Profile Summary:
Results-oriented Customer Care professional with diverse background in management and customer
service. Dedicated to providing excellent customer service and making operational and procedural
improvements.
Highlights:
 Part of ORAT (Operational Readiness Activation and Transition) team at Mumbai airport.
Successfully managed operation trials as Trial Marshal Lead. Conducted familiarization training for
more than 25000 airport stakeholders.
 Managed team of 20 team members.
 Set up Airport Contact Centre for Mumbai Airport for passenger assistance and information.
 Formulated departmental procedures for Fault Response cell - complaint handling system, Airport
Passenger Announcements and Information assistance services.
 Assessed departmental training needs for customer service department.
 ISO 9001-2008 certified internal auditor for Quality Management System.
Working Experience:
Mumbai International Airport Ltd. GVK.
Assistant Manager – Terminal Operations (June 2014)
 Managing robust airport terminal functioning.
 Liaising with internal as well as external stakeholders and government organizations for seamless
operations.
 Mitigating airport emergencies and exigencies and normalizing terminal operations at earliest.
 Managing vendors and drawing SLAs for effecting functioning.
 Upkeep of essential terminal services.
 Coordinating with engineering maintenance team for terminal facility maintenance.
 Managing passenger flow and reducing passenger processing time.
 Optimum utilization of terminal building resources.

2. Assistant Manager – Quality and Customer Care (May 2012-May 2014)
 Formulated and implemented processes related to complaint handling, information handling and
passenger announcements.
 Monitoring daily activities of passenger service executives and information and assistance desks at
the Mumbai Airport (CSIA).
 Addressed customer queries, issues and complaints.
 Produced detailed monthly departmental reports and updates to senior management.
 Recommended changes to existing methods to increase the accuracy, efficiency and
responsiveness of the customer service department.
 Implemented Silent Terminal concept by reducing 90% of total announcements
Duty Officer-Corporate Aviation Terminal (July 2011-April 2012)
 Responsible for smooth ground handling of all private charter flights operating from Mumbai Airport-
CSIA. Handling VIP and CIP guests.
 Coordinating with Govt. agencies like ATC, customs and immigrations for quick flight operations.
Sr. Executive -Fault Response Cell (Dec. 2007- June 2011)
 Responsible for quick actions to any faults arising in airport operations and maintenance.
 Handle airline complaints and do follow up and resolve them in time bound process.
 Prepare MIS reports and manage all departmental admin work.
SpiceJet Airlines
Customer Service Executive (June 2005-Nov 2007)
 Airport operations- Ticketing and supervising ground handling.
 Preparing MIS reports for Mumbai station
 Handling passenger complaints for Mumbai Station
Saltours International
Internship in Product design department (Feb 2004-May 2004)
 Learnt dealing with foreign DMCs, designing tour packages, preparing competitive tariff charts.
Brochure and catalogue designing.
 Handling custom made tour packages to world over destinations like USA, Southeast Asia, Europe,
and Australia to lesser known destinations such as Cambodia, Morocco Vietnam etc.

3. Educational Qualification:
University of Mumbai
 2003-05 - PGDM in travel and tourism from Garware Institute with ‘Outstanding’ Grade throughout
the course.
 2002 - B.Com, Mumbai University.
Interests:
Traveling, exploring new destinations, travel planning for friends and relatives, reading books.
Personal Details:
 Date of Birth: June 6, 1982.
 Marital Status: Married.