Continuous Improvement Quality Control

HEMANTKUMAR RAMPRAKASH

+91-760******* ad81v6@r.postjobfree.com hemantkumarram

PROFESSIONAL SUMMARY

Dynamic and results-driven professional with extensive experience in Airport Operations, Sales, and Client Relationship Management, primarily within the e-commerce destination management sector of Qatar Airways' Discover Qatar. Demonstrated expertise in both B2B and B2C environments, focusing on the sales of Transit hotels, entry visas, and services to transit customers. Proven ability to boost sales, enhance customer experiences, and build a reputable brand presence through strategic sales and marketing initiatives. Adept at optimizing operations, driving revenue growth, and implementing strategic plans to position Qatar as a premier tourist destination. Skilled in fleet management, stakeholder engagement, data analytics, and quality control, with a strong commitment to continuous improvement and service excellence.

KEY SKILLS & COMPETENCIES

• E-Commerce Destination Management: Streamlined airport operations for Discover Qatar, enhancing service delivery and promoting Qatar's tourism offerings.

• Operational Optimization: Spearheaded initiatives to optimize fleet management, resource allocation, and process efficiency, achieving significant improvements in service quality and cost-effectiveness.

• Strategic Planning & Development: Developed and executed strategic plans to drive organic growth, introduce new products, and elevate Qatar's status as a travel destination.

• Team Leadership & Development: Led high-performing teams of 10+ members, fostering a culture of continuous improvement and service excellence through training and development programs.

• Data-Driven Decision-Making: Leveraged data analytics and visualization tools to monitor product performance, drive strategic initiatives, and enhance operational efficiency.

• Customer Relationship Management: Managed robust relationships with clients, suppliers, and airport authorities, ensuring seamless operations and high customer satisfaction.

• Sales & Revenue Growth: Implemented strategies that resulted in a 20% increase in daily sales through effective promotion and value-added service offerings.

• Quality Control & Compliance: Ensured compliance with industry regulations, safety standards, and company policies while maintaining high standards of quality across operations.

• Stakeholder Management: Collaborated with various stakeholders to resolve operational challenges, enhance performance, and ensure alignment with strategic objectives.

• Project Management & Implementation: Played a key role in the successful launch of new projects, such as Doha's free city tour, enhancing the customer experience and increasing transit customer engagement. PROFESSIONAL EXPERIENCE

Airport Operations Officer [Apr’23 – Jan’24]

Discover Qatar Department Doha, Qatar

• Managed relationships with airport stakeholders, including local authorities, vendors, suppliers, and government agencies, to facilitate smooth operations and effective communication.

• Supervised a team of 10+ members, optimizing productivity, maintaining high service standards, and ensuring exceptional customer service during transit tours.

• Promoted Discover Qatar's transit tours, enhancing customer engagement by showcasing Qatar’s key attractions and cultural experiences to increase participation and drive sales.

• Handled cash operations with precision, managing financial transactions and ensuring accurate reporting in compliance with company policies.

• Supported local authorities and adhered to regulatory requirements, including implementing health and safety protocols to ensure the well-being of passengers.

• Oversaw all operational areas, including transit tour services and customer touchpoints, to deliver a seamless and memorable experience for guests.

• Produced detailed sales and operational reports, offering insights to senior management and contributing to strategic planning and performance optimization.

• Conducted data analytics to assess tour performance and customer satisfaction, using data visualization tools to drive improvements and enhance operational efficiency.

• Addressed customer feedback and resolved issues promptly, ensuring high levels of satisfaction and continuous improvement of tour services.

• Adapted to industry trends and evolving customer preferences, implementing innovative solutions to enhance the appeal of Qatar’s transit tours and maintain a competitive edge. Airport Operations Coordinator [Jun’19 – Apr’23]

Discover Qatar Department Doha, Qatar

• Led a high-performing team in daily operations for tours and leisure activities, focusing on sales generation and strategic promotions to drive revenue growth and enhance brand presence.

• Marketed services to transit customers, including hotel bookings, visa assistance, and city tours, increasing Qatar's visibility as a premier tourist destination and improving customer acquisition.

• Managed B2B relationships and group bookings, providing tailored service packages to business clients, tour operators, and travel agencies, contributing to increased sales revenue and market penetration.

• Collaborated with sales, marketing, and product development teams to create and implement targeted marketing campaigns, enhancing customer engagement and boosting sales within the transit customer segment.

• Generated reports for senior management on sales performance, customer insights, and operational metrics, delivering actionable data to support strategic planning and business development.

• Oversaw fleet management for tours and transfers, ensuring optimal resource utilization and operational efficiency to maintain high service standards and customer satisfaction.

• Resolved escalated customer issues promptly, focusing on service recovery and maintaining a customer- centric approach that aligns with sales and service excellence goals.

• Ensured compliance with company policies and industry regulations, enhancing customer touchpoints and supporting sales growth through consistent service delivery.

• Acted as a liaison with regulatory authorities and external partners, negotiating agreements and ensuring regulatory compliance to support service delivery and promotional activities.

• Directed team training and development, improving performance, sales capabilities, and fostering a culture of continuous improvement.

• Enhanced the overall customer experience by optimizing operational procedures, resource allocation, and staff scheduling, driving service excellence and supporting the company's growth objectives. Senior Airport Operations Agent [Nov’13 – Jun’19]

Discover Qatar Department Doha, Qatar

• Actively promoted the free transit tour, enhancing the appeal of Qatar as a stopover destination and supporting the national airline's efforts to attract more tourists to the country.

• Engaged with transit passengers to showcase Qatar's cultural and tourist attractions, driving interest and participation in the free city tour.

• Collaborated with airport teams and stakeholders to seamlessly integrate the free tour into the passenger experience, increasing customer engagement and satisfaction.

• Contributed to the national strategy of boosting tourism by providing a memorable experience for transit passengers, encouraging future visits to Qatar.

Senior Customer Service Agent [Sep’13 – Nov’13]

Qatar Airways Hub Customer Services Doha, Qatar

• Supervised and provided functional guidance to service providers, ensuring seamless airport operations and customer flow.

• Managed flight departure procedures, including gate assignments, boarding process and On-Time Departures to maintain schedule integrity.

• Addresses complex customer issues promptly, delivering effective solutions to maintain high satisfaction levels.

• Monitored boarding operations, ensuring compliance with SOPs and KPIs, and implemented corrective actions as needed.

• Collaborated with stakeholders and business partners to optimize customer touchpoints and service delivery.

• Ensured compliance with aviation regulations, providing clear briefings on security protocols and dangerous goods regulations

• Prepared concise and factual shift reports to document daily operations and highlight key performance metrics.

• Supported the efficient movement of passengers through terminal processes, including check-in, boarding, and arrivals.

Airport Services Agent [Apr’11 – Sep’13]

Qatar Airways Ground Services Doha, Qatar

• Facilitated passenger check-in and boarding, ensuring compliance with airline policies and travel regulations.

• Provided customer assistance for inquiries, special needs, and service disruptions to enhance passenger experience.

• Managed baggage handling operations, including tagging, retrieval, and resolving baggage irregularities.

• Coordinated with flight crews and airport personnel for smooth aircraft turnarounds and on-time departures.

• Ensured safety and security compliance by verifying travel documents and adhering to aviation regulations.

• Oversaw gate management, including announcements, crowd control, and efficient boarding processes.

• Assisted passengers with kiosk and self-service check-in, ensuring a seamless experience. Customer Service Agent [Mar’10 – Mar’11]

Qatar Airways Hub Operations Doha, Qatar

• Processes Airline Check-in, Travel Document Verification efficiently at Qatar Airways Hub, ensuring smooth transaction and customer satisfaction.

• Engaged with customers in a friendly and welcoming manner, helping, and addressing queries during floor walking duties.

• Assisted customers with Kiosk check-in and provided guidance through Roving Agent Check-in facilitating convenient and hassle – free check-in experience.

• Offered assistance and guidance to customer in the arrival and departure Hall, enhancing their overall airport experience.

EDUCATION

Master of Business Administration (MBA) [Sep’22 – Oct’24] Manipal University Jaipur

Specialization: Information Technology & Fintech

Post Graduate Diploma in Data Science [Sep’20 – Oct’21] International Institute of Information Technology Bangalore Specialization: Business Analytics

Bachelors in Tourism Studies [Jul’16 - Dec’19]

Indira Gandhi National University Delhi

Specialization: Tourism Studies

TECHNICAL SKILLS

Tools: Power BI, Advance Excel, PowerPoint,

Contact this candidate