1. SANTU MITRA
F-2634C,First Floor,Palam Vihar, Gurgaon, Haryana –122017
Mb: 9650450101, E-mail: santu.mitra@hotmail.com
PERSONAL PROFILE
A Result oriented Customer Relationship Officer with rich experience in managing Projects, Administration, Public
Relations and Passenger Services in the Aviation and Trade Fair Sectors. Demonstrated ability in coordinating with
multiple partners to gain desired results. Key skills include the ability to communicate effectively, problem solving
and relationship building skills to manage huge projects and volumes such as Passenger Services.
PROFESSIONAL EXPERIENCE
1. Swift Corporation Nov 2012 – Sep 2014
Project Manager
Key Role & Responsibilities:
Responsible for Managing project, team and liaising with clients to ascertain their precise exhibition requirement
and includes:
• Revenue generation and also encouraging repeat business.
• Working closely with the exhibition organizer, stand designer and contractors.
• Organizing and managing an event and Liaising with client at high level
• Co-coordinating with 3D, CAD and production team about the job.
• Taking care of transportation and lodging arrangement for team outside Delhi.
• Administrative responsibilities of the team.
Key Achievements:
 Successfully built relationships with the CEOs of the TATA Group during the Trade Fair and was successful in
gaining additional business for the company in the International market.
 Successfully built up booth in the Defense Expo despite having less than a day which was very much
appreciated.
 Gained repeat business from client by adjusting and delivering as per their budgets thereby retaining
customers and building long term relationships.
2. Cambata Aviation Pvt. Ltd / American Airlines Jun 10 – Nov 2012
Acting Duty Officer / Sr. Supervisor - Passenger Services
Key Role & Responsibilities
Responsible for Managing the MHB 25 member team which expanded to 48 for the entire Arrival flights handled
by CAPL. My job challenge is to manage all flight activities.
• Maintaining the Service level agreement of the Airlines including preparing daily/weekly discrepancy reports
to analyze service level agreement.
• Effective management and deployment of staff to ensure timely service to the respective Airlines.
• Preparing and maintaining monthly staff performance reports.
Key Achievements
• Introduced and implemented various new processes to maximize the work efficiency and it was appreciated
by the management of American Airlines and Cambata Aviation Pvt. Ltd.
• Successfully Coordinated between various agencies at airport ensuring smooth operations
• Successfully conducted various audits to ensure processes are followed as per the Airlines norms.

2. SANTU MITRA
F-2634C,First Floor,Palam Vihar, Gurgaon, Haryana –122017
Mb: 9650450101, E-mail: santu.mitra@hotmail.com
3. Global Aviation & Ground Services Pvt. Ltd / Finn Air Sep 06 --June 10
Asst Traffic Officer–Passenger Services
As part of the station start-up team, I was responsible for Baggage services.
 Extensive experience in servicing customers gave me an edge over my colleagues to interact with Passenger
handling works at the Airport and administrative works with all government regulatory authorities.
 Prepared statistics of the flight (monthly wise) and sales statistics and other required statistics report for the
other authorities
 Verification of all bills submitted by Airport Authority/ DIAL
 Compiled all the feedback from passenger and prepared a log to inform Customer Relation Manager and
Station Manager and Headquarter Customer Relation Managers.
 Trained new staff on the use of reservations and flight management software passenger
 Handled complaints of passengers and ensured customer satisfaction as per Service Level Agreements
Achievement
 Within a span of 12months in the organization I was given the task of heading and organizing the customer
relation departments for Finn Air Mumbai and Hongkong directly reporting to the General Manager of
Customer Relations in Helsinki.
 In a span of 06months I was able to organize the whole department ( Delhi, Mumbai) and have a control on
the entire operations
4. Cambatta Aviation Pvt Ltd./ Virgin Atlantic Airways Nov 05 – Sep 06
Asst. Supervisor- Gr-I, Passenger Services
Responsible for Flight handling and headed Baggage Services at Indira Gandhi International Airport, Delhi, Which
included the following:
• Ensuring passengers with special requirements are addressed and given proper assistance (Passengers with
infants, aged people and un-accompanied minor).
• Ensuring on arrival of the Aircraft, the baggage is delivered on the belt timely in co-ordination with Ramp
Department.
• Keeping a check to ensure strict compliance & adherence of the specified time frames and handling of VIP’s,
Govt. official through immigration and customs.
• Took care delayed / missing baggage, complaints of any nature area have to provide the client with a quick and
easy solution so as to minimize the degree of impact and time of dissatisfaction experienced.
• Prepared Checklists for the team members of different areas of operation so that they are aware of their area
of work and functional duties to be performed.
• Dealt with baggage delivery agents and keep a track of baggage for smooth delivery to passengers.
Achievement
 Repeatedly received compliments/ appreciation from passengers via email for support provided to them and
I received appreciation letters recognizing my good work from the COO and Station Manager.
 Due to my good work was made responsible for heading the protocol Department of my team and liaising
with protocol department of various Govt. agencies (MHA) and British High Commission to handle VVIP
movements on the flight.

3. SANTU MITRA
F-2634C,First Floor,Palam Vihar, Gurgaon, Haryana –122017
Mb: 9650450101, E-mail: santu.mitra@hotmail.com
5. Cambata Aviation Pvt. Ltd. / KLM-Northwest AIRLINES May 02- Nov 05
Asst. Supervisor- Gr-II Passenger Services
Responsible for Passenger Handling overseeing a team of 45 persons.
Achievement
♦ Within a span of 24 months, I was given the charge of handling the baggage services operations side
independently.
♦ Having a thorough job knowledge lead to conduct training programs for World Tracer for the new staff
inducted in the organization.
6. Shoppers STOP Mar 02 – May 02
Floor Supervisor
Worked with Shoppers’ STOP as Floor Supervisor, at Khel Gaon Branch, New Delhi.
Trainings
♦ Basic Check in Training.
♦ Personality Development conducted by Finn Air
♦ Customer Relationship Management Programme in Helsinki by Finn Air
♦ Fraud Detection Programmer organized by the British High Commission
♦ Fraud Detection Programme organized by the Finland Embassy.
♦ Fraud Detection Programme organized by the Netherland Embassy
♦ AMEDUES centralized reservation training programme.
Education
Graduation Bachelor in Business Management from Bangalore University 1999-02
Senior Secondary 10+2 from West Bengal Board, Siliguri, WB 1998-99
Computer literacy
Well versed with Microsoft Applications, internet exploring and fully conversant with the SITA system of
communication.
Skilled at operating the aviation software like World Tracer, AMEDUS, SABRE, GUI, ALTEA.
Languages :
English , Hindi , Bengali
PERSONAL INFORMATION
Father’s Name : Mr. Sunil Kumar Mitra
Mother’s Name Mrs. Ava Mitra
Date of Birth: 06th
January, 1979
Marital Status: Married