Vishal Taneja

Results-driven Aviation Operations and Customer Service Assistant Manager with over 10 years of progressive leadership and hands-on expertise across airport ground handling, customer experience, and terminal management. Proven track record of leading and mentoring large teams of 50+ frontline personnel, optimizing workforce shift rosters within budgetary constraints, and swiftly resolving high-stakes passenger escalations. Adept at driving seamless cross-functional coordination across airlines and airport authorities to uphold peak service quality, punctuality, and regulatory compliance.

Assistant Manager – Operations & Customer Service at Interglobe Aviation Ltd (IndiGo) (2019-08 – Present)

• Supervise and direct daily airport floor operations to consistently achieve high service delivery, on-time performance, and regulatory compliance.
• Lead, mentor, and oversee shift operations for a 50-member frontline customer service team, maintaining elevated service benchmarks.
• Act as the primary escalation authority for complex customer grievances (face-to-face and phone), securing swift resolutions and protecting brand reputation.
• Design and implement dynamic staff shift rosters to ensure comprehensive peak-hour airport coverage while strictly adhering to labor budgets.
• Spearhead structured onboarding and ongoing training programs, accelerating ramp-up time for new hires and improving team service proficiency.
• Collaborate closely with internal departments (ramp, baggage handling, security, dispatch) to streamline ground workflows and resolve critical issues.

Customer Service Assistant at Jet Airways Pvt Ltd (2017-06 – 2019-05)

• Delivered front-line passenger services including check-in, baggage acceptance, boarding gate management, and transfer desk operations.
• Handled passenger inquiries and managed disrupted flight situations, re-accommodations, and baggage claims efficiently.
• Ensured strict adherence to aviation security standards, safety protocols, and airline service benchmarks.

Customer Service Agent at Bird Worldwide Flight Services (2016-02 – 2017-01)

• Provided end-to-end ground handling and passenger facilitation across international and domestic partner airlines.
• Assisted passengers with special service requirements (PRM, VIP facilitation) and verified travel documentation accurately.

Bachelor of Commerce in B.Com – Sunrise University (2016-05)

Diploma in Airport Management – Bird Education Society For Travel & Tourism (2016-01)

Level 5 in Aviation Hospitality & Travel Management – Institute of Commercial Management (2015-09)

Senior Secondary in Commerce – CBSE (2012-05)