Shenil Rudhun
Rose Belle
Summary
Dynamic operations professional with a proven track record at Air Mauritius, excelling in workforce management and process optimization. Demonstrated ability to enhance customer satisfaction through effective people management and compliance oversight. Successfully implemented safety protocols, fostering a culture of excellence and teamwork while driving operational efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Ground Operations Lead
Air Mauritius
01.2024 - Current
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Managed daily operations, ensuring timely delivery of high-quality products and services to customers.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence.
- Ensured strict compliance with industry regulations, maintaining up-to-date knowledge of relevant guidelines and best practices.
- Contributed to the creation of a safety-first culture by implementing and enforcing strict workplace safety protocols.
- Led project teams through all phases of implementation, from initial planning to final execution, ensuring successful completion within defined timelines.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
- Created and managed project plans, timelines and budgets.
Customer Service Supervisor
Air Mauritius
03.2019 - 01.2024
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with customers.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Created, prepared, and delivered reports to various departments.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
Senior Customer Service Officer
Air Mauritius
10.2013 - 03.2019
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
Operations Officer
Air Mauritius
03.2006 - 10.2013
- Provided excellent customer care to maintain and improve customer relations.
- Championed change management initiatives aligning staff attitudes and behaviors with organizational goals.
- Mentored junior team members, fostering professional development and enhancing overall team performance.
- Optimized business processes to foster operational efficiency.
- Collaborated on operational support tasks to achieve common goal.
Assistant Supervisor
Air Mauritius
01.2006 - 03.2006
- Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Submitted documentation and reports to management.
- Coordinated with day shift supervisor to balance staffing as workloads changed.
- Led by example, demonstrating strong work ethic and commitment to excellence.
Passenger Service Agent
Air Mauritius
01.2001 - 01.2006
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
Education
Professional Diploma - Digital Marketing - DMI Pro
Digital Marketing Institute
Dublin, Ireland12-2023
Diploma - Aviation Management
International Air Transport Association
Montreal, Canada05-2019
Skills
- Workforce management
- Procedure implementation
- People management proficiency
- Operations management
- Safety oversight
- Customer relationship management
- Compliance management
- Marketing
- Incident reporting
- Process optimization
Certification
- WorldTracer Coordinator, Société Internationale de Télécommunication Aéronautique (SITA)
- Certificate of Training, Train the Trainer Programme, Mauritius Institute of Training and Development (MITD)
- Certified Workshop Leader with UP! Your Service, Ron Kaufman
Timeline
Ground Operations Lead
Air Mauritius
01.2024 - Current
Customer Service Supervisor
Air Mauritius
03.2019 - 01.2024
Senior Customer Service Officer
Air Mauritius
10.2013 - 03.2019
Operations Officer
Air Mauritius
03.2006 - 10.2013
Assistant Supervisor
Air Mauritius
01.2006 - 03.2006
Passenger Service Agent
Air Mauritius
01.2001 - 01.2006
Professional Diploma - Digital Marketing - DMI Pro
Digital Marketing Institute
Diploma - Aviation Management
International Air Transport Association
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