Aviation Operations Excellence & Safety Leader

CUSTOMER EXPERIENCE & SERVICE EXCELLENCE OPERATIONAL LEADERSHIP & ORAT

SUPPORT PROCESS OPTIMIZATION & CONTINUOUS IMPROVEMENT SAFETY, SECURITY

& REGULATORY COMPLIANCE CUSTOMER & STAKEHOLDER MANAGEMENT AVIATION CONSULTING & STRATEGIC ADVISORY

Aviation operations leader with 20+ years of experience managing complex airport and airline environments while upholding rigorous safety, compliance, and service standards. Proven track record of optimizing operational workflows, improving performance metrics, and leading high-performing teams. Strong expertise in operations leadership and consulting, with a focus on continuous improvement, productivity, and stakeholder engagement. Recognized for driving operational excellence and delivering consistent, high-quality customer experiences. SELECTED KEY ACHIEVEMENTS

Played a key role in the Skytrax audit team that secured a prestigious 5-Star Terminal Rating for Newark Liberty International Airport, Terminal A. (EWR)

Led the planning and execution of Terminal A’s first full-scale Emergency Tabletop Exercise, strengthening cross- stakeholder emergency preparedness. (EWR)

Developed and implemented the Airport Terminal Emergency Response Plan for the new Terminal A, aligned with regulatory and operational best practices. (EWR)

Sustained a 95% team audit score in Station Safety and Security over six consecutive months through rigorous compliance with ATS, airline safety standards, and corporate policies. (ATS) Awarded Spirit Team Manager Recognition for consistently exceeding audit benchmarks and driving high safety and performance standards. (ATS)

Recognized by senior management for strong critical decision-making and rapid incident resolution, including preventing unauthorized airside access and managing high-risk operational events. (ATS) Member of the Group Emergency Response Team; led a 20-person special assistance unit during Local Emergency Crisis Exercises focused on aircraft accidents and mass-casualty scenarios. (QR) Consistently recognized as a top performer over six consecutive months, achieving over 90% zonal boarding compliance and sustaining an average On-Time Performance of 89% over a 36-month period. (QR) Led and managed a team of 25 in achieving full compliance with the IATA Operational Safety Audit (IOSA) at Qatar Airways, reinforcing the airline’s position among the world’s safest and most secure carriers in 2019. (QR) Received a Letter of Commendation from the Chairman of Singapore Airlines for exceptional support and compassion extended to families of passengers following the SQ006 aircraft accident. (SQ) MUNICH NJ LCC – NEWARK LIBERTY INTERNATIONAL AIRPORT New Jersey, NJ Manager Operation Control Centre January 2022 – Current Member of a fast-growing terminal operations team, contributing to both the delivery of a high-quality passenger terminal and the ongoing development of the Terminal Operator organization through operational expertise and leadership presence.

• Lead OCC operations during assigned shifts, overseeing Terminal Operations Center (TOC) and Virtual Apron Control functions.

• Coordinate in real time with key internal stakeholders including Security Control Center, IT Help Desk, Facilities Management Control Center, and Flight Data Management teams, as well as external partners such as Airlines, FAA, THIYAGARAJAN RAJOO

New Jersey, NJ 07204 202-***-**** *****************@*****.*** linkedin.com/in/thiyagarajan-rajoo-b41744a1 SUMMARY OF QUALIFICATIONS

PROFESSIONAL EXPERIENCE

CONTINUED

TSA, and CBP.

• Oversee terminal, AOA apron, and gate-related activities and projects, ensuring strict adherence to safety, security, and regulatory requirements.

• Manage operational requests, approval workflows, and the distribution of shift and follow-up reports; actively contribute to shift briefings and leadership updates.

• Anticipate operational impacts by analyzing trends and upcoming activities, recommending proactive measures to mitigate risk and enhance efficiency.

• Work closely with airport stakeholders through regular coordination meetings to maintain operational continuity and implement required procedures.

• Assume incident command responsibilities during disruptions and unplanned events, providing leadership and coordination for IROPs and special events.

AIRPORT TERMINAL SERVICES (ATS) – BALTIMORE/WASHINGTON INTERNATIONAL AIRPORT Baltimore, MD Manager of Station Ramp Operations July 2020 – December 2021 Manage end-to-end ramp and terminal ground handling operations, including aircraft loading and unloading, baggage and cargo handling, potable water servicing, maintenance coordination, and passenger/crew transportation.

• Lead and schedule a multidisciplinary team of 30+ staff across safety, supervisory, and frontline ground handling roles, ensuring adequate coverage and operational readiness.

• Partner with recruitment teams to support hiring activities; deliver structured on-the-job training and ongoing development to maintain high safety, performance, and compliance standards.

• Proactively manage operational risks and potential delays through real-time coordination with customers and leadership, ensuring rapid identification and resolution of technical or operational issues.

• Ensure regulatory compliance and billing accuracy through review of aircraft weight and balance, hazardous materials documentation, loading manifests, and flight logs. QATAR AIRWAYS (QR) Qatar

Manager of Customer Service and Operations February 2017 – March 2020 Provided executive oversight of day-to-day ground operations for a workforce of 80–100 personnel, with strategic accountability for recruitment, training, and performance governance, ensuring consistent delivery of service standards aligned with the World’s Best Airline benchmark.

• Exercised senior operational command in the management of emergencies and major operational disruptions, ensuring rapid stabilization and continuity of airway operations.

• Directed the strategic launch of five new international stations within a 36-month period, including Canberra, Mombasa/Penang, Lisbon/Malta, and network expansions within Qatar Airways, leading cross-functional engagement with local stakeholders and government authorities to secure airspace and regulatory approvals.

• Established and sustained a two-year record of 100% compliance in manifested passenger control and unauthorized baggage prevention, reinforcing regulatory and security integrity.

• Provided executive coordination with airport ground handling partners to deliver efficient and cost-controlled operations; oversaw governance of incident, injury, hazard, and near-miss investigations, ensuring accurate reporting and timely corrective action.

• Served as a principal operational interface with Hamad International Airport (HIA) leadership and relevant airport agencies, driving resolution of complex operational issues through collaborative decision-making. Global Network Service Specialist March 2009 – January 2017 Provided executive leadership overall customer-facing training functions across enterprise-wide programs and global initiatives, with strategic oversight of the development and deployment of training for more than 18,000 employees, ensuring consistent delivery of a world-class customer experience.

• Led enterprise-level reviews of customer service frameworks, identifying operational risks and performance gaps, and driving continuous improvement initiatives to elevate the end-to-end customer experience.

• Served as the principal global liaison for the Privilege Club loyalty program, contributing to the design CONTINUED

and implementation of proprietary in-house database solutions to enhance training governance and membership performance tracking.

• Directed in-depth market and competitor intelligence analysis to inform the strategic development of new products and service enhancements, strengthening the value proposition of the frequent flyer program.

• Provided executive ownership for the “One World Concept” initiative, overseeing end-to-end design, governance, and delivery of the training architecture and resources from concept through global implementation.

Business & Service Relationship Executive Qatar Airways (QR) Qatar Business Development & Marketing Executive Singapore Airlines (SQ) Singapore Business Operations: Operations Management Safety & Security Quality Control & Assurance Continuous Process Improvement Compliance Human Resources & Recruiting Data Analysis & Forecasting Logistics Cost Control Leadership: Customer Service Management Business Development Training & Development Team Management Program Management Strategic Planning Relationship Building Stakeholder Management Performance Management KPI Development & Best Practices Cross-Functional Collaboration & Communication Technical Skills: Aerobahn Verint Software Safegate (Virtual Docking Guidance System) Airport Management System Trainer Certification Program Qatar Airways Talent Development 2016 Certificate in Training, “Train the Trainer” Qatar Airways Talent Development 2009 Data Protection and Privacy Awareness Qatar Airways Local Control Centre Response Training Stratus Leadership Essentials Program Understanding Performance Ratings Safety Management System Airside Safety Aviation Security Awareness Passenger Handlings Handling Customers with Disability Handling Bomb Threat Calls Airside Safety Awareness Aircraft Handling Crisis Communications Training Emergency & Humanitarian Response Training Bachelor of Information Technology University of Wollongong Australia Advanced Diploma in Computing Institute of Management and Technology Australia Diploma in Information Technology SunMicro System, National Computing Centre United Kingdom AREAS OF EXPERTISE

EDUCATION

ADDITIONAL EXPERIENCE

CERTIFICATIONS

PROFESSIONAL DEVELOPMENT

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