Shijo Thomas
Melbourne,VIC
Summary
Customer-focused and results-oriented Airport Operations Specialist / Supervisor with over 15 years of experience in the aviation industry Skilled Airport Operations Supervisor well-versed in handling all needs for busy airports. Adept at coordinating tenants, personnel and projects to keep daily operations smooth and efficient.
Overview
25
25
years of professional experience
Work History
AIRPORTS RESOURCING AND OPERATIONS SPECIALIST
Jetstar Airways
08.2023 - 01.2024
- Responsible for providing day of operation workforce planning, co-ordination and allocation, coordinating ordinating with Operations Jetstar Operations Centre of Aircraft movement to achieve OTP, being the key focal point for communication and information provision for multiple stakeholders within the airport precinct and the Jetstar Management
- Working within Key KPI’s based on safe resourcing levels and labor management.
- Liasing with APAM and engineering to ensure effective bay planning, towing and resourcing for a seamless operation.
- Proactive communication with Jetstar operations Centre for Aircraft tail swap and rotation
- Through data, identify operational improvements and OTP improvement plan and work to implement and communicate to the Airport Management team.
- Manage resourcing at the workplace under enterprise bargaining agreements.
Airport Operations Supervisor
Dnata Airport Services
01.2009 - 01.2022
- Provide strategic leadership to multiple teams for managing day-to-day flight and customer service operations
- Hold operational oversight in managing safety risk management systems, conducting staff training, and meeting all operational SLA(s) while delivering excellent customer service
- Responsible for inspection of airport operations, including staff allocations, flight cancellations/delays, briefing, training, auditing, and overseeing ramp operations, including lost baggage to assure safety, security, and efficiency
- Liaising with internal and external stakeholders and agencies
- Working in close partnership with all client airlines for passenger complaints and investigations to implement corrective measures
- Work in close coordination with senior management for developing and implementing airport operational policies, rules, and regulations for safety and certification manuals
- Promptly resolve operational problems by ordering actions and notifying appropriate airport, airline or security personnel
- Establish team and individual goals in support of organizational objectives, coach and mentor frontline team members in skill development, customer service elevation, and organization culture behaviors
- Effectively allocate resources and provide support to enable teams to deliver on operational goals in a safe manner
- Effectively managing WHS and workplace legislations and regulations
- Respond to emergencies occurring at the airport
- Actively participate in the evaluation of action to be taken in response to airport emergencies.
Airport Operations – Customer Service Supervisor
QAS – Qatar Airways
01.2007 - 01.2009
- Proactively supervised operations for a fast-paced International Airport with regular Ministry VIP and VIP flights while ensuring delivery of operations and client management as per SLA(s)
- Responsible for maintaining customer contact through positive lines of communication by professionally representing the organization through frequent and meaningful contact with customers
- Guided teams to assist guests with travel needs (answering inquiries, ticketing, checking-in passengers, and boarding flights) in a fast-paced environment
- Ensured the ongoing safety and reliability of operation by conducting self-audits, root cause investigations, and other related safety engagements
- Liaised with different departments for planning day to day airport operations and preparing reports for senior management.
Customer Service Executive
Ethiopian Airlines
01.2002 - 01.2007
Airport Customer Service Agent
Yemen Airways
01.2000 - 01.2002
Trainee Airport Customer Service Agent
Air India
01.1999 - 01.2000
Education
Annamalai University
Skills
- Effective Communication Techniques
- Staff Training and Development
- Special Event Planning
- Safety oversight
Accomplishments
- Operations management
- Customer service
- Safety and security
- Training and development
- Team handling
- Process improvement
- Relations development
- Management reporting
Travelling
I love travelling and exploring different destinations
Timeline
AIRPORTS RESOURCING AND OPERATIONS SPECIALIST
Jetstar Airways
08.2023 - 01.2024
Airport Operations Supervisor
Dnata Airport Services
01.2009 - 01.2022
Airport Operations – Customer Service Supervisor
QAS – Qatar Airways
01.2007 - 01.2009
Customer Service Executive
Ethiopian Airlines
01.2002 - 01.2007
Airport Customer Service Agent
Yemen Airways
01.2000 - 01.2002
Trainee Airport Customer Service Agent
Air India
01.1999 - 01.2000
Annamalai University
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