Varghese Thomas Thazhedam
Trivandrum
Summary
Enhances passenger experiences through innovative service strategies and effective team communication. Manages operational workflows, optimising staff schedules to improve service delivery. Analyses customer feedback to identify trends, implementing changes that elevate satisfaction levels. Dynamic professional with extensive experience in fast-paced airline environments. Drives operational excellence by fostering team collaboration and ensuring high standards of service. Committed to continuous improvement, leveraging insights to enhance customer interactions and service outcomes.
Overview
10
10
years of professional experience
Work History
Assistant Duty Manager
GLOBE GROUND INDIA PVT LTD. (AK-FD TEAM AND OV)
bangalore
04.2025 - Current
- Coordinated team meetings daily to delegate tasks, communicate priorities and discuss goals.
- Resolved escalated customer complaints, restoring satisfaction and maintaining brand reputation.
- Planned and delegated team activity to meet productivity and performance targets.
- Hit sales targets by seeking opportunities for operational expansion and new customer acquisition.
- Managed team performance by communicating regular feedback and improvements required through appraisals.
- Innovated customer service strategies, enhancing the overall customer experience.
- Facilitated communication between departments to ensure smooth operation and high-quality service.
- Maintained high standards of cleanliness and organisation throughout the premises.
- Managed daily operations, coordinating staff schedules to optimise workflow and customer service.
- Handled customer complaints with professionalism, resolving issues in a timely manner.
- Analysed customer feedback, identifying trends and implementing changes to improve satisfaction.
- Conducted regular staff meetings to communicate targets, share updates, and gather feedback.
- Oversaw recruitment, training, and development of staff, nurturing talent within the team.
Passenger Service Supervisor
GLOBE GROUND INDIA PVT LTD.(GULF AIR)
bangalore, INDIA
01.2024 - Current
- Assisted passengers with special needs, ensuring accessibility services were available and tailored to individual requirements.
- Communicated effectively with team members and other airport departments to ensure operational efficiency.
- Responded to flight delays and cancellations by rebooking passengers and providing compensation services in line with airline policies.
- Educated customers about visas and documents required for specific travel destinations.
- Checked-in passengers for departure, accepted bags and shared important requirements.
- Kept close eye on security concerns, reporting suspicious behaviour or unattended baggage to security personnel.
PASSENGER SERVICE AGENT GRADE C3 (PSA)
GLOBE GROUND INDIA PVT LTD. (GULF AIR)
Bangalore
04.2021 - Current
- Checked-in passengers for departure, accepted bags and shared important requirements.
- Handled baggage check-in processes, including weighing, labelling, and ensuring safe transfer to aircraft, adhering to airline regulations.
- Met and greeted arriving, departing and transferring passengers and communicated relevant updates.
- Directed passengers towards departure gates, offering guidance on airport facilities and flight information for enhanced travel experience.
- Managed check-in counters, processed passenger tickets, and verified travel documents to facilitate smooth boarding procedures.
- Collected baggage charges and accepted baggage for check-in.
- Educated customers about visas and documents required for specific travel destinations.
- Conducted pre-boarding announcements and coordinated with cabin crew to prepare for on-time departures.
- Participated in regular training sessions on customer service excellence, security measures, and company policies.
- Managed gate, ramp and cabin services for each flight.
- Communicated effectively with team members and other airport departments to ensure operational efficiency.
- Responded to flight delays and cancellations by rebooking passengers and providing compensation services in line with airline policies.
CUSTOMER SERVICE AGENT (CSA)
OMAN AIR
Muscat
03.2018 - 03.2020
- Manage passengers at check-in counters. Inspect and verify passenger documentation.
- Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.
- Manage passenger baggage processing including handling and fee calculation if applicable.
- Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance.
- Direct passengers through Customs, Immigration, and Quarantine as required.
- Make public address announcements as required.
- Assist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival.
- Maintain the highest standards of safety and security at all times.
- Worked with JET AIRWAYS, SALAM AIR, REGENT AIRWAYS, US BANGLA AIRLINES, PAKISTAN INTERNATIONAL AIRLINES, SPICEJET, AZERBAIJAN AIRLINES, KISH AIRLINES.
Customer Service Agent
BWFS
Cochin, INDIA
08.2016 - 07.2017
- Resolved customer queries over phone and by email.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Developed and maintained strong relationships with customers through exceptional service and follow-up communications.
Education
Bachelor of Business Management -
Nehru Arts Science College
Coimbatore05-2011
Diploma - Airline Travel/Tourism and Hospitality Management
IATS
Trivandrum01-2016
12th Grade -
Govt. Vocational Higher Secondary School
Trivandrum01-2008
10th Grade -
Govt Tribal High School
Trivandrum01-2006
Skills
- Sabre Reservation System,Go now, I port
- Visa Checking
- Ramp Operations
- Airport Operations
- Check-in
- MHB
- SHA
- Boarding Gate
- Customer service
- Team leadership
- Operational efficiency
- Performance management
- Customer feedback analysis
- Time management
- Communication skills
- Problem solving
- Decision making
- Customer service excellence
- Team motivation
- Staff management
- Staff supervision
- Active listening
Languages
English
Beginner
A1
Hindi
Beginner
A1
Malayalam
Beginner
A1
Tamil
Beginner
A1
kannada
Beginner
A1
References
- Nidheesh Abraham , AGM, Gulf air, Bangalore, 9742746171
- Praveen Kumar, OM, Gulf Air, Bangalore , 9738707195
Disclaimer
I hereby declare and certify that the information furnished above is true and accurate and is verifiable with documentary evidence.
VARGHESE THOMAS THAZHEDAM
Timeline
Assistant Duty Manager
GLOBE GROUND INDIA PVT LTD. (AK-FD TEAM AND OV)
04.2025 - Current
Passenger Service Supervisor
GLOBE GROUND INDIA PVT LTD.(GULF AIR)
01.2024 - Current
PASSENGER SERVICE AGENT GRADE C3 (PSA)
GLOBE GROUND INDIA PVT LTD. (GULF AIR)
04.2021 - Current
CUSTOMER SERVICE AGENT (CSA)
OMAN AIR
03.2018 - 03.2020
Customer Service Agent
BWFS
08.2016 - 07.2017
Bachelor of Business Management -
Nehru Arts Science College
Diploma - Airline Travel/Tourism and Hospitality Management
IATS
12th Grade -
Govt. Vocational Higher Secondary School
10th Grade -
Govt Tribal High School