Stephin Babu

Customer Service Professional with 11+ years of experience in airport customer service, sales assistant, hotel management, hospitality customer support experience. Proven expertise in customer handling, airport operations, special assistance services, aviation security compliance, and customer experience management. Skilled in handling high-volume international customer operations while maintaining safety, security, and service excellence.

SPECIAL HANDLING AGENT - PRM at Dnata (Contract) (2026-03 – 2026-07)

• Maintained 98% on time passenger handling performance with special assistance, including wheelchair users, elderly travellers, unaccompanied minors (UMNR), and passengers with reduced mobility (PRM).
• Provided safe and timely wheelchair transfer services between check-in, security, boarding gates, aircraft, and arrivals.
• Coordinated with airline staff, ground operations, cabin crew, and airport authorities to ensure smooth passenger handling.
• Delivered exceptional customer service while maintaining professionalism in a fast-paced airport environment.
• Ensured compliance with airport safety, security, and airline operational procedures.
• Assisted with boarding, deplaning, and transit passenger movements according to airline standards.
• Assisted 100+ PRM passengers daily with zero safety incidents.
• Maintained accurate records of special assistance requests and completed required operational documentation.
• Supported flight turnaround operations by ensuring passengers requiring special assistance were handled on time.
• Worked effectively in rotating shifts while meeting service quality and on-time performance targets.

GUEST SERVICE ASSOCIATE at BVG India Limited (2022-01 – 2026-02)

• Greeted passengers warmly upon arrival and departure, providing professional customer service.
• Assisted guests with luggage handling, transportation, and storage in accordance with airport standards.
• Delivered premium lounge services to 50+ passengers daily, maintaining high customer satisfaction levels.
• Coordinated with front office, housekeeping, and concierge teams to ensure smooth guest experiences.
• Responded promptly to guest requests, inquiries, and special assistance needs.
• Maintained cleanliness and organization of lobby, entrance, and luggage storage areas.
• Arranged transportation services, including taxis and airport transfers, for guests.
• Handled guest belongings with care and ensured security and confidentiality at all times.
• Assisted in managing guest arrivals, departures, and group check-ins/check-outs.
• Followed airport safety, security, and customer service procedures to maintain high service standards.

SALES ASSISTANT at FUTURE GROUP (2020-10 – 2021-12)

• Assisted customers in selecting products and provided detailed information on features, pricing, and promotions.
• Delivered exceptional customer service to enhance customer satisfaction and loyalty.
• Maintained product displays, merchandising standards, and store cleanliness.
• Processed sales transactions accurately using Point of Sale (POS) systems.
• Handled cash, credit card, and digital payment transactions according to company procedures.
• Assisted in inventory management, stock replenishment, and stock rotation activities.
• Monitored stock levels and reported shortages to supervisors.
• Achieved individual and team sales targets through effective product recommendations and upselling techniques.
• Resolved customer inquiries, complaints, and returns professionally and efficiently.
• Supported promotional campaigns, seasonal displays, and marketing activities.
• Collaborated with team members to ensure smooth daily store operations.
• Followed company policies, health and safety regulations, and loss prevention procedures.

CUSTOMER SERVICE AGENT - GHA at QATAR AIRWAYS (QAS) (2019-09 – 2020-08)

• Handled passenger check-in, boarding, and arrival procedures in accordance with Qatar Airways and airport regulations.
• Assisted passengers with ticketing, baggage services, flight information, and travel documentation.
• Coordinated aircraft turnaround activities to ensure safe and on-time flight departures.
• Processed baggage handling, including oversized, transfer, and mishandled baggage, following airline procedures.
• Assisted passengers requiring special assistance (PRM), including wheelchair users, elderly travellers, and unaccompanied minors (UMNR).
• Verified travel documents, boarding passes, and baggage tags to ensure compliance with security and immigration requirements.
• Liaised with airline operations, cabin crew, ramp staff, and airport authorities to maintain smooth ground operations.
• Resolved passenger enquiries and complaints professionally while delivering exceptional customer service.
• Maintained compliance with aviation safety, security, and operational standards.
• Accurately updated passenger and flight information using airline reservation and departure control systems.
• Worked efficiently in a fast-paced, shift-based airport environment while meeting operational and service performance targets.

PASSENGER SERVICE AGENT - PRM at IndiGo (InterGlobe Aviation Ltd) (2014-07 – 2019-07)

• Assisted passengers requiring special assistance, including wheelchair users, elderly travellers, unaccompanied minors (UMNR), and passengers with reduced mobility (PRM).
• Provided safe and timely wheelchair transfer services between check-in, security, boarding gates, aircraft, and arrivals.
• Coordinated with airline staff, ground operations, cabin crew, and airport authorities to ensure smooth passenger handling.
• Delivered exceptional customer service while maintaining professionalism in a fast-paced airport environment.
• Ensured compliance with airport safety, security, and airline operational procedures.
• Assisted with boarding, deplaning, and transit passenger movements according to airline standards.
• Responded promptly to passenger enquiries and resolved service issues efficiently.
• Maintained accurate records of special assistance requests and completed required operational documentation.
• Supported flight turnaround operations by ensuring passengers requiring special assistance were handled on time.
• Worked effectively in rotating shifts while meeting service quality and on-time performance targets.

Higher Secondary Education in Commerce – St.Antony's Higher Secondary School (2010 – 2012)