Chaitanya Bavadekar is an experienced customer service professional seeking to enhance his skills and serve his organization. He has over 15 years of experience in airport operations and customer service roles. Most recently, he was an Assistant Manager overseeing terminal operations at Mumbai International Airport, where he managed stakeholders, emergencies, and optimized resources. Previously he held roles formulating customer service processes, quality management, and ground handling. He has a PGDM in travel and tourism and a bachelor's in commerce.

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.