Manager Customer Service

Demonstrated hands-on management skills in

JANARDAN SAHAI MATHUR

development and implementation of strategic

B-1,Milan Vihar,Phase-2,Indirapuram

p lans for ensuring company’s growth.

Ghaziabad. U.P. Pin:201010

Strong team builder and facilitator, fostering an

Mobile: +91-995*******/955-***-****

a tmosphere that encourages highly talented

E -Mail: *******************@*****.***

p rofessionals to balance high-level skills and

maximum production.

Maintains a high level of personal drive,

GENERAL ADMIN ISTRATION

confident nature and an aggressive attitude in

Seeking assignments in General

achieving results.

A dministration with an organization of repute

i n the Domestic/ I nternational Organization

CORE COMPETENC IES

Strategic Pl anning

E XECUT IVE SUM MARY

Budgeting

A dynamic Executive with over 14 years of General Administration

comprehensive experience in General Vendor M anagement

M anagement, Facilities Management, Personnel

P assenger Service Surveys

M anagement, Administration and implementing

Operations M anagement

cost and t ime reduction measures.

Cost effective professional, proficient in B udgeting/Cost Control

maintenance of facilities viz., House Keeping, P rocess I mprovement

Office Equipments, successful in leading

Monitoring Ai rport Security

corporations through critical phase, turnaround

I nventory M anagement

and fast-t rack growth.

Dexterity in structuring and implementing Shift M an agement

i nnovative Administrative policies/procedures to

Service Audits / Service Surveys

generate undivided commitment and dedication

Weekly Productivity Reporting

among personnel.

Key part played in opening Lucknow center T r a in ing & Development

for Spice Jet Limited. Helped in selection of Client Relationship M an agement

various personnel like G round Staff, Contract

Team M an agement

E ngineer, Cargo, Site Engineer etc. for

L ucknow Airport. Liaised with head office.

Exceptional leadership experience, personnel

development expertise having supervised large Advocating the

teams consisting of members at different levels i mportance of

and functions. operational

Deft at monitoring internal and external audits efficiency across

on a monthly basis from agencies such as t he organization

accounts, labour office and Airport Authority of as a means of

I ndia, resulting in getting ratings for the airline. advancing

Adept at liaising with Airport Authority of India, business growth

State Government, High Court and local bodies i n key areas such

to obtain operational permission while as customer base,

cultivating sustained relationship. t ransactions, and

Adroit at handling critical responsibility, i mproved

i mprovise customer service (soft skills), provide customer

t raining to staff and maintaining amicable experience.

relationship with various administrative bodies. Identifying the

Expertise at handling International departure opportunities for

and arrival also. operational

p rocess

i mprovements by overall

use of operational

new/changing excellence.

p rocesses and/or Assisting in the

technology. development a

Ensuring quality h igh-quality

control of T ransportation

i nternal code Operations team

change activities t hrough

i mpacting daily personnel hiring

operations. decisions and

Developing an mentoring.

u nderstanding of Performing day-

t he t rends in the to-day

t ransportation operational

i ndustry. engagement with

Identifying search vendors.

opportunities for Identifying

i mproving and strategic and

developing forward-thinking

external-facing p rojects to

operations i ncrease/enhance

p rocesses to competitive

achieve greater strength using

efficiency. i ndustry leading

Communicating technology.

t he daily Supervising the

operations scheduling of

performance and employees and

statistics using managing

existing workgroup

monitoring tools. assignments.

Serving as key

i nternal contact CAREER CONTOUR

point

communicating

Nov’08 – Jul’14 w i th Spice Jet Limited

operations'

An Indian low-cost airl ine owned by the Sun Group,

effectiveness.

i t has a domestic market share of 19% as of Dec

Contributing to

2013, making it the third largest carrier in the

operations

country.

strategy and

roadmap

development.

Growth Path:

Building

Duty Manager, Delhi (Assistant Manager)

relationships for

Nov’08 – Mar’11

ensuring

D uty Manager, Delhi (Deputy Manager)

organizational

M ar’11 – Feb’13

readiness for

Station Manager, Lucknow (Manager)

meeting the

Feb’13 – Jul’14

changing

i ndustry

H ighlights as Station Manager, Lucknow

demands as it

Led a team of 34 including security, APS, TPT

relates to the

and engineers while managing 3 shifts.

Successfully established new stations to handle Imparted t raining on customer service,

daily f lights for domestic: (Del-Lko-Del) and dangerous goods and basic airport handling

I nternational: (Lko-SHJ-Lko) while managing 3 (CAT. 6, 8, 10, 12) for all GSD employees,

a rrivals and departures each respectively. i nstilling professionalism and alertness.

Established 4 depar tments: Engineering, Airport Supervised audits and checks to improve

Service (APS), Security and Reservation by p rocesses and working conditions to make the

facilitating domestic and international station a best practices centre.

Fostered effective relations with multiple

operations.

Proficiently complied with the p rotocol for departments: central, state, local administrative

bodies such as CISF, GMR, DIAL, Delhi Police,

political, administrative and diplomatic

aviation ministry, Customs and Immigrations

d ignita ries of critical security flying by the

and embassies.

a ircraft (Guest Servicing).

Looking all Vendors, Bill, Security, HK & facility.

Converted the station into a zero tolerance

zone pertaining to customer complaints by

Jul’07 – Oct’08 w ith Jet Lite I ndia Limited,

b riefing the staff every day.

L ucknow as Duty Manager – Ai rport

Bagged recognition for sustaining airline’s On

An airline based in Mumbai, and operates scheduled

T ime Performance (OTP) at the station by

services connecting metropolitan centers.

consistently getti ng the f light door closed 10

m inutes earlier enabling on-t ime take-off.

H ighlights

Selection of good vendors for servicing (Cab,

Proficiently conducted audits processes and

H K, Maintenance, Security, 5 & 7 star

p repared relevant documents; followed up on

H otels etc ).

correcting non-compliance.

Checking all o ffice & Vendors bills & passed

Complied with protocol for VIP/CIP such as Chief

according to the norms of the company.

M inister, Governor and Members of Parliament,

Liasoning with Lucknow Airport Authority for

t raveling by either domestic or international

customer related queries & facility related

scheduled or charter aircraft s.

p roblems.

Proactively coordinated with state and central

Responsible for all electronic equipment at the

agencies to get relevant clearance / permission for

a irport & there maintenance & AMC on time.

u n-interrupted operations at the airport.

Responsible for the arrangements VIP guests

(political, administrative and diplomatic

Aug’95 – Jun’07 w ith Sahara I ndia Airlines

d ignitaries, film stars, companies VP & MD etc)

Growth Path:

Responsible for good arrangements of spice jet

Assistant Traffic Officer, Delhi A ug’95 -

lounge for VIP guest.

A ug’97

Fostered effective relations with multiple

D uty Officer, Varanasi Sep’97-Mar’00

departments: central, state, local administrative

D uty Manager, Lucknow Apr’00-

bodies such as CISF, GMR, DIAL, Lucknow

J un’07

Police, aviation ministry, Customs and

I mmigrations and embassies.

H ighlights

Proficiently created Arrival, Departure and ATC

H ighlights as Duty Manager, Delhi

formats that were implemented across networks

Managed a team of 130 in APS and 110 in

and adopted by other airlines.

security department.

Administered 28 arrivals and departures each

Commenced career at The Pioneer Limited,

respectively at Delhi Airport at terminal 1D.

L ucknow as Ci rculation Officer du ring Dec’93

Successfully drove and maintained 100% OTP

– A ug’95

and safety while fostering an environment of

cleanliness.

Monitored and maintained the upkeep of Ground

Service Department (GSD) equipment at the

a irport by deputing a separate team and

receiving daily serviceability report.

T RA I N I NGS UNDERGONE

Dangerous Goods Recognized – 2014(CAT-8).

Customer Satisfaction – Mind Bank, 2003 (Soft

Skills).

Interaction of New Ideas to Improve Overall

Working of Air Sahara.

100 years Celebration of Chicago Religions World

Summit in 1993.

Violence & Vulgarity in Mass Media at Centre of

Media studies in 1991.

Industrial Development of Bundelkhand of

Sahyog Parishad in 1991.

ACADEM IC CREDENT IALS

Pursuing D issertation Course –

Research in History, Under Rashmi Pande from

L ucknow University, Lucknow

1994 M.A. from Lucknow University,

L ucknow

1990 B.A. from Lucknow University,

L ucknow

PERSONAL DOSSIER

Date of Bi rth: 15th A ugust 1968

Permanent Address: H -17, Sector-I,

Jankipuram, Lucknow -226021, Uttar Pradesh, India

Fathe r’s Name: L ate Shri K rishna

Sahai Mathur

Mothe r’s Name: Smt Usha Mathur

Ma r i tal Status: M ar ried (1 Daughter +

1 son)

Delhi Res Phone: 012*-*******

Contact this candidate