Qatar Airways (a Skytrax 5-Star and multiple-time ‘World’s Best Airline') | Doha, Qatar

Cabin Crew - Customer Operations

• Effectively managed high-volume operations for 300+ customers per flight across 150+ flight operations annually.
• Led structured, time-critical decisions in high-pressure situations, resolving medical, security, and emergency incidents on the spot, making real-time trade-offs, thereby preventing costly escalation or operational disruption.
• Managed complex, multiple concurrent workstreams per rotation and high-stakes protocols with zero tolerance for error.
• Established trust and integrated seamlessly with new-formed crews drawn from 120+ nationalities, to perform effectively within a compressed operating window, without any ramp-up time.
• Led in-flight operations as a frontline brand ambassador of ‘World’s Best Airline’, optimizing operations service for customers, sustaining a 100% positive-feedback score throughout.

AirAsia India (subsidiary of Air India, owned by the Tata Group) | Delhi

Senior Cabin Crew - Customer Operations

• Led a 4-member cabin crew serving 180+ passengers per flight, sustaining a 90% annual customer-satisfaction score.
• Acted as ‘single point of contact’ across cabin crew, cockpit, ground staff, and catering teams, coordinating pre-flight readiness and resolving passenger escalations to keep operations on schedule.
• Delivered 95% achievement on core operational KPIs including turnaround time, on-time departures, and passenger satisfaction across 80 flights monthly.
• Designed an NPS-based customer-feedback mechanism that surfaced and resolved 30% of recurring issues.
• Mentored bench staff using NPS-driven insights, cutting customer complaints by 20% through coaching and feedback.
• Led the execution of new SOPs across domestic routes, meeting 90%+ of operational efficiency targets before deadline.
• Reconciled onboard catering and duty-free inventory each rotation, thereby reducing stock-outs and wastage by 10% across high-frequency turnarounds.

IndiGo (largest airline in India) | Delhi

Cabin Crew - Customer Operations

• Grew ancillary revenue by 20% through tactical product placement and targeted up-selling of in-flight F&B and merchandise.
• Delivered zero-error pre-flight operations and equipment checks, consistently meeting strict SOP guidelines, ensuring 100% on-time cabin-readiness rate across all sectors.
• Effectively maintained a 100% safety-compliance score by reinforcing aviation policies and procedures on board.
• Served as the coordination point across four functions per flight, aligning independent teams to a shared operations schedule.

• Exceptional Leadership Award: recognized for outstanding team leadership at AirAsia India
• NPS Star Performer: awarded for top customer-satisfaction (Net Promoter Score) performance, AirAsia India
• Technical Know-How Award: highest “technical know-how” award, InterGlobe Aviation (IndiGo)

• Bachelor of Business Administration (BBA), Assam Down Town University, Assam
• Diploma in Aviation, Hospitality & Travel Management, Institute of Commercial Management, Pune

• HR Master Camp, Masters’ Union x KPMG, Gurugram
• First Aid, CPR & CRM: Certified in First Aid, CPR, and Crew Resource Management (aviation safety training)
• Aircraft Type Training: Trained and qualified on Airbus A320, A330, A350, A380 and Boeing 777, 787
• Cultural Intelligence Assessments & Certification, CQC: Qatar Airways

• Participated and contributed to community engagement programs, including Robinhood Army