ANAND UNNIKRISHNAN

T: +91-484-******* M: +91-828******* / 999-***-****

E:ac9irj@r.postjobfree.com * Skype: anand.cok

Seeking Senior & Middle Level Managerial assignments in Operations’ Management l Training & Development l Service Quality & Delivery l Customer Relations Management l General Administration

Professional Synopsis

A dynamic professional with over 22 years experience Operations Management l Service Excellence l Training & Skill Development l Customer Service Quality and Experience l Business Consulting & Team Building.

Management Development Program from Indian Institute of Management.

CHRMP- Certified HRM Professional –ICSIL-Delhi

Training at Indian Institute of Public Administration –IIPA – New Delhi

Train the Trainer workshop conducted by IATA & Harvard Business Publishing (Subsidiary of Harvard Business School) at Singapore.

Holds distinction of working with Airlines like Jet Airways, Paramount Airways and DANA AIR, a start up Airline based at Lagos, Nigeria with core involvement in formulating policies and procedures for Airport Services.

A keen planner, strategist, implementer, trainer and team player with demonstrated abilities in managing Airline Ground operations for accelerating the business growth.

Airport Operations including Supervisory and Managerial Experience

Effective use of learning models such as ADDIE and SAT (Systemic Approach).Conducted virtual training sessions on Skype.

Station set up for start up Airline which includes close coordination with IT Department and Ground Handling Agency/Airport Operator for system integration and migration.

Up skill training, Knowledge Management, design and delivery of Skill Development workshops. Attended virtual workshops on WebEx platform.

Functional expertise in managing Airport Operations of Airline with key focus on bottom line profitability by ensuring optimal utilization of resources.

Formulating Business & Market Reports and recommendation of Business Strategies to Senior Management for growth and business expansion.

Result oriented record of streamlining the working procedures for enhanced operational effectiveness.

Identifying training needs, module development and technology based delivery.

Excellent interpersonal, analytical & negotiation skills with proven track record of spearheading numerous cost innovation techniques during the career span.

Employment Details

Feb`09 till date Co-Founder & Chief Consultant - busa solutions based at Cochin

Operational Effectiveness l Training & Skill Development l Organizational Change Management l Business Communications l Customer Experience

Jun’08-Nov’08- DANA AIR a subsidiary of DANA Group, Head –Airport Operations, based at Lagos, Nigeria

Apr’06-Mar’08 Paramount Airways Private Ltd., Airport Manager, based at Cochin International Airport

Jun’96-Apr’06 Jet Airways (I) Limited as Supervisor - Airport Services, based at Cochin International Airport & Bangalore International Airport (10 years).

Core Competencies

Operational Excellence l Organizational Development l Negotiating Skills l Complaint Management l Training – Assessment / Content / Delivery & Performance Review l Business Communications l Team Building l Skill Development l Interactive workshops

Training Details

-Train the Trainer – HBP (wholly owned subsidiary of Harvard University) & IATA

-Load Control/ Weight&Balance l Airline Departure Control

-Cargo & Dangerous Goods l Basic Aviation Security -AvSec

-Customer Service Excellence l Ramp Services & Safety l

-Supervisory Skills l GDS-Sabre Airline Solutions

Educational Background

Management Development Program – MDP- (IIM-K & CUSAT)

Masters ` in Tourism Management -MTM (all but dissertation)

Bachelors` Degree in Tourism Studies passed with 62% marks - B-Grade

Diploma in Hotel Management and Catering Technology

Certificate in Tourism Studies

FUNCTIONAL SKILL SET

Coordinating with all external agencies in Airport and other departments within the organization.

Assisting senior management in vital decision making process.

Responding to passenger feedback and complaints l service recovery l damage control.

Providing high level administrative support involving efficient handling of top and confidential correspondence.

Monitoring official documents such as letters, memo’s and reports for reviews by the top management.

Incorporating ADDIE and Systemic Approach Technique (SAT) in training

Training need analysis, design, development and delivery

Set up, implement and monitor /review training systems and methodology.

Strategically utilizing and deploying the available resources to achieve the objectives.

Handling activities spanning Administration, Infrastructure & Facilities, Recruitment, Staff training, holding interactive sessions for employees with special emphasis on internal customer service and team spirit.

Preparation of minutes of the official meetings both internal and external.

Station budgeting and responsible for generation of station MIS reports.

Spearheading the overall airport functions and ensuring safety at all work areas

Monitoring the Airport handling functions and Coordinating with various agencies within the Airport.

Ensuring proper flow of client communications, handling passenger complaints at Airport and providing high quality customer service.

Building and maintaining healthy business relations with customer, enhancing customer satisfaction matrices by achieving delivery & service quality norms.

Assessing feedback, evaluating areas of improvements & providing critical feedback on improvement.

Conducted Virtual / Online training sessions.

Service Operations

Streamlining the service systems and developing new systems for improving efficiency.

Conducting training programs’ to enhance operational efficiencies of workforce.

Monitoring Service Quality & Delivery standards.

Providing consultancy service for Product Development and Business forecasting.

Resolving service operation related issues including controls, trouble shooting & feedback for improvement.

Introducing and implementing proper management controls & performance standards.

Notable Accomplishments

Secretary of Airline Operator’s Committee, Cochin International Airport (2006- 2007).

Train the Trainer Learning Cafe’ Workshop conducted by Harvard Business School & IATA at Singapore – 2012.

Employee Performance Merit & Long Service Award during tenure with Jet Airways.

Training and Certification from Sabre Airline Solutions ( 2007 ) .

Panel Discussions & presentations at workshops and Seminars conducted by Industry associate bodies & Travel & Tourism Conferences ( both National & International)

Designed and Compiled industry specific syllabus content for MBA-Aviation Management University program

Un

Successfully completed independent course work on personal innovation, creativity and decision making .

Consulting services offered to Micro & Small Enterprises and Institutions for revamping their operations for enhancing their operational standards and scaling their service quality and training delivery standards

Personal Details

Date of Birth : 07th December, 1974

Languages : English (full professional proficiency), Hindi

Passport Details: K 6173400 issued at Cochin validity December 02 .2022

Address: 29/887 Tagore Lane, Janatha Road Cochin-682019

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