Summary
Overview
Work history
Education
Skills
Websites
Certification
Languages
Timeline
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Conlan Gerard Colaco

Southall

Summary

Accomplished professional with expertise in customer service and passenger experience, specialising in airport ground operations and safety compliance. Demonstrates proficiency in on-time performance and turnaround coordination, with a strong focus on PRM assistance and accessibility support. Skilled in airline liaison and stakeholder management, ensuring seamless communication with HAL, engineering, and load control teams. Adept at managing irregular operations and maintaining SLA compliance while leading teams to achieve high performance through effective training. Proficient in departure control systems such as Amadeus ALTEA, SITA, GO NOW, alongside systems like Salesforce and Microsoft Office. Committed to enhancing operational efficiency and passenger satisfaction within the aviation industry.

Overview

7
7
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification

Work history

Customer Service Supervisor

Menzies Aviation
Heathrow
10.2024 - 09.2025
  • Supervise 15+ staff per shift, ensuring smooth check-in, boarding, and gate operations for 20+ daily flights.
  • Improved on-time performance (OTP) by 8% through efficient gate coordination and staff briefings.
  • Streamlined communication with HAL, airline representatives, and ground handling staff, reducing operational delays by 15%.
  • Delivered support for PRM passengers, achieving a 100% compliance rate with accessibility standards.
  • Supervisor (Turnaround Coordinator)

Supervisor (Turnaround Coordinator)

Air India
Heathrow Airport (GH London)
11.2022 - 09.2024
  • Directed turnaround coordination for long-haul flights daily, achieving 95%+ OTP.
  • Liaised with engineering, catering, and cleaning teams to ensure aircraft readiness, reducing turnaround delays by 10 minutes per flight.
  • Authorized aircraft release in Duty Manager's absence with zero compliance violations.
  • Partnered with HAL and third-party agencies to resolve irregular operations (IROPs) and maintain SLA compliance.

Flight Controller

GH London
Heathrow Airport
08.2022 - 11.2022
  • Managed pre-flight allocations, passenger documentation, and boarding operations for 8+ daily flights.
  • Conducted pre- and post-flight briefings for staff, improving error reporting and compliance.
  • Handled denied boarding and irregularities, reducing passenger disruptions.

Passenger Service Agent

GH London
Heathrow Airport
09.2021 - 07.2022
  • Delivered DfT-compliant check-in and boarding services for thousands of passengers weekly.
  • Provided frontline customer service support, consistently achieving positive passenger feedback.
  • Trained new hires on DCS systems, reducing onboarding time.

Passenger Service Agent (PRS)

ABM
Heathrow Airport
02.2019 - 04.2020
  • Assisted 200+ PRM passengers daily, ensuring safe and timely transfers to/from aircraft.
  • Stepped up as Lead Agent for 6 months, managing a team of 4+ and coordinating PRM boarding for high-capacity flights (300+ passengers).
  • Coordinated with airline partners and HAL to reduce passenger wait times by 15%.

Education

Grade 12 - Humanities

National Institute of Open School

Skills

  • Customer Service & Passenger Experience
  • Airport Ground Operations & Safety Compliance (IATA, DfT)
  • On-Time Performance (OTP) & Turnaround Coordination
  • PRM Assistance & Accessibility Support
  • Airline Liaison & Stakeholder Management (HAL, Engineering, Load Control)
  • Irregular Operations (IROPs) & SLA Compliance
  • Team Leadership, Training & Performance Management
  • Departure Control Systems: Amadeus ALTEA, SITA, GO NOW
  • Systems: Salesforce, Microsoft Office

Websites

Certification

  • Dangerous Goods Regulations (CAT 9)
  • Customer Service Management – Air India
  • Fire, Health & Safety | Emergency Wheelchair Evacuation
  • Disability Awareness | Autism & Dementia Friendly Training
  • Manual Handling | Moving & Handling
  • Advanced Amadeus & Introductory Galileo – VIASINC, USA
  • Ready to Check-In – International Academy of Travel, Ireland

Languages

English – Fluent
Hindi – Fluent
Arabic – Elementary

Timeline

Customer Service Supervisor

Menzies Aviation
10.2024 - 09.2025

Supervisor (Turnaround Coordinator)

Air India
11.2022 - 09.2024

Flight Controller

GH London
08.2022 - 11.2022

Passenger Service Agent

GH London
09.2021 - 07.2022

Passenger Service Agent (PRS)

ABM
02.2019 - 04.2020

Grade 12 - Humanities

National Institute of Open School

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Conlan Gerard Colaco