GIANEE DEVI OOGUR

Customer-focused Customer Service Supervisor with experience in airport operations, leading teams to deliver high-quality passenger service. Proven ability to manage daily operations, resolve complex passenger issues, and maintain strict compliance with aviation standards. Recognized for strong leadership, operational efficiency, and commitment to delivering an exceptional travel experience.

Awarded from Condor for Airport Upgrade Award (2016) for outstanding customer service and upgrade performance.

Received Recognition Award from Condor (2018) for outstanding customer service and dedication.

Awarded Winner of the British Airways Summer Race 2024 – Punctuality Pro, in recognition of exceptional on-time performance, strong dedication, and commitment to excellence across the Middle East, Africa, and Asia Pacific regions

• APNEA DIVER

• Supervise and coordinate full aircraft turnaround operations to ensure safe and on-time departures.
• Plan and prepare flights for arrival and departure, ensuring smooth passenger and baggage flow.
• Conduct pre-flight briefings and assign tasks to ground staff including check-in, boarding, and ramp teams.
• Monitor all passenger handling activities, ensuring excellent customer service and efficient boarding processes.
• Ensure compliance with aviation safety regulations and company Standard Operating Procedures (SOPs).
• Act as the key liaison between airline operations, airport authorities, and ground handling teams.
• Manage and resolve flight disruptions, delays, and last-minute operational challenges effectively.
• Oversee baggage handling and transfer operations, ensuring correct loading and connections.
• Coordinate catering uplift, flight editing, and documentation in line with operational requirements.
• Supervise special handling services, including VIP passengers and passengers requiring assistance (PRM).
• Coordinated with crew members and technical teams to provide accurate flight information and ensure all operational documentation was properly completed and handled.
• Perform flight closure and confirm all operational checks are completed prior to departure.
• Conduct post-flight debriefings to review performance and improve future operations.
• Prepare operational reports and contribute to improving On-Time Performance (OTP).

• Deliver training programs for airline staff including customer service, safety procedures, and operational standards
• Conduct induction training for new employees and ensure smooth onboarding
• Develop and update training materials in line with airline policies and regulatory requirements
• Assess trainee performance through evaluations, tests, and practical assessments
• Provide coaching and feedback to improve staff performance and service quality.
• Ensure all training complies with aviation regulations and company SOPs.
• Conduct recurrent and refresher training sessions to maintain staff competency.
• Monitor staff performance on the job and identify training needs.
• Maintain accurate training records and documentation.
• Support audits and ensure training standards meet regulatory and company requirements.
• Promote a culture of safety, professionalism, and excellent customer service.

• Represent the airline in Mauritius, ensuring all operations met company standards and expectations.
• Ensured compliance with travel regulations, visa requirements, and airline policies.
• Conducted weekly flight audits to monitor operational performance and service quality.
• Reviewed weekly NPS (Net Promoter Score) results and led discussions with teams to drive service improvements.
• Managed airline stock control, ensuring adequate supplies and proper inventory management.
• Ensured all branding materials, banners, and station displays were correctly positioned and maintained.
• Monitored and maintained training records, ensuring staff compliance with required certifications.
• Prepared and submitted reports for accidents and incidents in accordance with company and regulatory requirements.
• Performed manual check-in and boarding operations on a quarterly basis to ensure process compliance and maintain operational knowledge.
• Monitored and maintained detailed records of inadmissible passengers (INAD).
• Conducted follow-up with denied boarding passengers to ensure proper handling and resolution.