Rivin Oommen

Customer Service and Ground Operations professional with over 20 years of experience in aviation and guest services, including 7+ years with Etihad Airways at Abu Dhabi International Airport. Skilled in passenger handling, conflict resolution, terminal operations, and safety compliance, with a track record of leading teams and coordinating high-pressure, guest-facing operations across check-in, boarding, visa services, and baggage handling.

Terminal Supervisor - Morafiq Aviation Services - Abu Dhabi

(2022-10 - 2025-08)

• Supervised daily terminal operations, overseeing passenger flow and baggage handling for departing flights
• Coordinated with airport operations teams to ensure on-time baggage dispatch ahead of departure
• Resolved passenger travel queries and service issues, maintaining consistently high satisfaction

Guest Service Agent - Etihad Airways - Abu Dhabi International Airport

(2013-02 - 2020-07)

• Delivered check-in, boarding gate, transfer desk, and baggage services across multiple passenger touchpoints
• Operated Sabre, Altea, and Maestro systems to process check-ins and manage passenger records
• Verified travel documents, tickets, and visas; coordinated itineraries for passengers travelling to multiple destinations
• Assisted elderly, transfer, and misconnected passengers to ensure smooth, on-time transit
• Advised load control on itinerary changes to optimize seating capacity and space utilization

Guest Service Agent — Visa Services - Abu Dhabi Airport Services - Abu Dhabi International Airport

(2009-04 - 2013-02)

• Managed visa counter operations for all passengers arriving into Abu Dhabi
• Identified, reported, and resolved procedural and safety hazards
• Verified accuracy of passenger and payment information across guest accounts
• Alerted airport emergency response teams ahead of anticipated situations

Guest Service Agent — Communications & Flight Editing - Abu Dhabi Airport Services - Abu Dhabi International Airport

(2003-10 - 2006-10)

• Edited flight records based on aircraft configuration and load requirements
• Managed Telex communications, transmitting departure messages

Customer Service Agent - U. A. E Exchange Center

(2008-04 - 2009-01)

• Handled customer cash transactions, POS transactions, closing of daily reports and account documentation
• Managed corporate client files and responded to customer inquiries

Home Quarantine Support (Project-Based) - Abu Dhabi COVID-19 Response - Abu Dhabi

(2020-11 - 2021-02)

• Registered arriving guests for home quarantine using the Estajabah system
• Fitted tracker devices and briefed guests on procedures, PCR schedules, and device removal

Data Entry Assistant (Part-Time) - Al Borg Laboratories

(2021-04 - 2021-07)

• Entered patient and sample data from walk-in visits and partner clinics using Malaffi and LDM systems

Bachelor of Computer Applications - Computer Applications - Mahatma Gandhi University

Higher Secondary - The Model School