Sameer Mishra has over 18 years of experience in the aviation industry, currently working as the Manager of Customer Services at Jet Airways India. He is responsible for ensuring on-time performance, safety, security, and service standards. Previously he has held roles as Assistant Base Manager overseeing cabin crew and Assistant Manager of Service Performance evaluating catering and services. He has a diploma in French and aims to provide legendary customer service while achieving operational efficiency and excellence.

1. SAMEER MISHRA
218, Sector 46,
Faridabad – 121 001
+919811077747
sameer.mishra09@gmail.com
Professional Experience :
(Working with Jet Airways India Ltd since 1996)
July 2015-till date
Currently working as Manager Customer Services-Terminal at Jet airways
India LTD
Job purpose/Accountabilities
• Will report to Station Manager for their respective shifts.
• Responsible for ensuring on time performance and delivering agreed service
standards defined in GOM.
• Accountable for any safety incident or security lapse with regard to ground
handling operations.
• Efficiently and effectively control the operations of the shift, keeping the financial
interest of the company in mind.
• Provide inputs to the Station Manager with regards to expenditure, budgets and
resource requirements.
• Analyze on-time performance, delay reports and MHB reports by identifying the
root causes and finding solutions to resolve recurrent problems.
• Prepare and submit pertinent reports to the Station Manager.
• Monitoring employees and outside vendors and businesses to ensure that they
are in compliance with aviation regulations and safety and security procedures.
• Conduct spot checks.
• Liaise with regulatory bodies, airport/aerodrome operator for all security and
safety measures and issues.
• Report, investigate and analyze ground handling incidents and recommend ways
to prevent recurrences.

2. • Enforce safety and security policies and procedural adherence. Review
performance with regard to safety, security, services and on-time performance of
outsourced services providers and take necessary punitive or corrective action in
their respective shifts.
• Convey and explain new/revised directives, policies, processes and procedures
to respective teams and service providers who are impacted.
• Discuss and encourage feedback from team and ground handling agents on
policies, procedures and processes.
• Exchange information relevant to ground handling operations with staff, station
manager at other airports and other concerned departments.
Feb 2014-till June 2015
Worked as Asst Base Manager in the Cabin Crew Department
Job purpose/Accountabilities
• Ensure that safety standards are complied with at all times.
• Maintain On Time Performance.
• Strategic execution in coordination with Head of Cabin Services.
• Effective management of crew across various destinations to ensure
streamlined operations.
• Disciplinary and grievance procedure management
• Ensure ongoing training, progress and development plans for team/succession
planning
• Develop and maintain effective Cross functional relationship.
• Actively participate in cabin crew hiring to acquire right talent.
• Driving in-flight revenue
• Working to ensure network consistency
• Strict adherence to company grooming and turn out standards and defined
services/safety standards by conducting pre-flight checks, post-flight checks
and in-flight checks.
• Ensure healthy work culture is maintained in line with jet airways culture.
• Recommend good welfare policies and staff recognition.
• Analyze and evaluate all non compliance E Report system and provide action
taken reports.
• Conduct audit flights

3. Apr 2013-Jan 2014: Asst Manager Service Performance
• Assist with reviewing catering standards and Galley Loading Plan
• Exploring and evaluating approaches to redesign existing services and for
development of new and innovative services.
• Ensuring service standards are met on board and service tracker ratings are met.
Create service excellence awareness
• Raise product standards
• Assist Base team in cases related to crew and ensure proper investigation is
done and produced.
• Accountable for improvement in Guest ratings and Crew Performance (Making
Delhi base in no 1position throughout the network)
• Investigate and respond customer complaints
• Conduct service performance checks to ensure the best products served with
high service standards.
• Collate data from crew through regular interaction which will help in
enhancing our product/services and catering issues
• Oversee guest complaint /compliment related to cabin crew for 9W & Jet
Airways Konnect.
• Liaise between Guest Relation dept for quick closure.
• Maintain data and circulate monthly report to all concerned.
• Analyze crew performance and rating records for enhancement
• Crew welfare and counseling
Jan 2005-Mar2012: Assistant Manager: Cabin Crew Department
Key performance areas:
• Provide a safe, efficient and seamless customer service , Managing and
developing subordinates, ensure compliance to D.G.C.A. rules & regulations.
• To periodically review and audit results of Staff Performance and give
recommendation.
Jan 1998-Jan 2005: In flight Executive- Operations
Lead a team and responsible for providing legendry customer service to guest,
assisting in the performance of all safety, guest service and cabin preparation duties.
Achievements / Projects:
• Played a vital role in merging the base management of the airline with its
sister -airline Jet-Lite in order to further improve operational efficiency.

4. • Together with base team trained 1200 frontline staff (Cabin Crew) with
regards to the launch of the new brand Jet Konnect.
Strengths:
• Eighteen years of experience in the Hospitality Industry with proficiency in
Customer Relation Management, Team Management and Partnership
Development.
• Ability to perform outstandingly in high-pressure environments and stressful
situations.
• High communication and interpersonal skills.
• Have the ability to co-ordinate and motivate the team to perform well as a
team.
Educational Qualifications:
• Senior Secondary schooling from Bhartiya Vidya Bhawan, New Delhi
• Graduation in B.Com (Pass) from Delhi University
• Three years Diploma in French Language from Alliance Franchise, New
Delhi.
SAMEER MISHRA