Vivek Jain

Having 20 years’ experience Aviation, Metro Rail transport, logistic & supply chain management, testing and commissioning, customer service, deliver training. My aim to apply “safety first” in all manners, understanding between company growth customer requirement working cultures utilize earned experience and deliver the best of me to the organization.

Station Supervisor | Key Instructor | Assessor - Flow Consortium Hitachi Rail - RIYADH

(2019-11)

• Deliver practical and theoretical training to the employee, contractors, assign assessment, prepare/modify training material and maintain record in LMS (Learning Management System) CMMS.
• Managing station operation activities customer service, and complaints, safety critical task, crowd control, control/monitoring equipment-escalator, elevator, AFC gates, TVM, TOB, PA system, APSD, CER, FM 200 through SCADA, BMS, ISM, and ATS workstation, accountability of cash and smart cards transaction at the station.
• Competent to handle Normal, Degrade and Emergency Operation, fault management, response to Fire alarm (FACP), communicating with OCC, and traffic controller for train operation, respond to faulty PSDs, Writing Incident Report.
• Working as an assessor to Issue COC (Certificate of Competence), monitoring staff appraisal reports, refresher training, attendance, discusses new briefing records, table top exercises, staff roster, and leave records.
• Part of “Testing and Commissioning” “Riyadh 2030 Vision” FLOW Riyadh Metro Initial Trial Run/successfully Commercial Launching/analyse and assess the risk, mitigate the hazard.

Corporate Travel Consultant - Fly wings Universal Travel - INDORE

(2019-05 - 2019-11)

• Book Itinerary under SABRE, GALILEO & AMADEUS GDS (Global Distribution System), reservations for travel, hotels, rental cars, and dedicated events, such as tours and excursions advise about local weather conditions, customs, and attractions.
• Process for multi countries VISAs, passport, hotel booking for business and vacation customers.
• Provide alternative booking arrangements if changes arise before or during the trip. Calculate total travel packages costs as per customer’s needs and preferences.

Sr. Customer Service Executive | Risk Analyst - Jet Airways India Ltd - DABH Indore

(2018-06 - 2019-04)

• Provide satisfactory service to the customer seamlessly in case of flight disruption. Provide a soothing options and time manner check-in process to passenger, handling reservation queries.
• Monitor and communicate aircraft arrivals departures and gate changes that would affect daily operations, ramp duties like assisting in flight dispatching, ATC confirmation, boarding Passengers, and load controlling, handling reservations.
• Prepare load sheet, daily report preparation to ensure accuracy of information during assigned shift.
• Conducts risk assessments Identify and assess potential risks and hazards associated with aviation operations, conducting regular surprise audit and emergency drill.
• Reviews and assesses risk management policies and protocols; makes recommendations and implements modifications and improvements. Mitigate identified risks.
• Reviews and analyses metrics and data such as cash flow, inventory, breakage, and employee activity that could uncover fraudulent behaviour.Provide training and education to the aviation team on risk management protocols and procedures.
• Stay updated on industry regulations and best practices related to aviation risk management. Continuously monitor and evaluate risk management processes and make necessary improvements

Facility controller - Jet Airways India Ltd - DABH Indore

(2017-01 - 2018-06)

• Manages the administration and work of airport facilities staff engaged in the maintenance.
• Follow the rules and per IATA regulation and procedure while managing the preventive maintenance of airport equipment
• Repair and minor construction of building and equipment systems, electrical power distribution and system, roadways, runways, Bays, taxiways, landscaping, equipment across the airport campus
• Coordinates logistic and manage the special events at the airport
• Supervise the coaches in the ramp, effective relationship with internal and external stakeholders,

Customer Support BPO (Domestic, INTL) - Jet Airways India Ltd - International Airport Mumbai

(2014-01 - 2017-12)

• Handle escalations involving flight disruptions, delays, and cancellations and missed connections. Provide support during irregular operations and communicate alternative travel options to passengers.
• Maintain accurate customer records, case notes and interaction details in CRM systems.
• Follow airline SOPs, quality standards, data-security requirements and customer-service policies. Maintain confidentiality of passenger information and follow applicable security and compliance procedures.
• Achieve assigned KPI/KRA targets, including AHT, FCR, CSAT, quality score, adherence and productivity.
• Maintain professional communication and demonstrate empathy while dealing with difficult or irate customers.
• Handle voice, email and chat interactions while maintaining accuracy and professional language. Support both B2C and B2B airline-related processes, depending on the client account.

Load Control Officer - Jet Airways India Ltd - International Airport Mumbai

(2010-06 - 2014-12)

• Preparing load and trim for different types of aircraft (ATR/Boeing/Wide-Body), also manual load sheet for CAR compliance, calculating centre of gravity, estimate Zero Fuel Weight (EZFW) and checking payload available, collecting the latest weather reports, coordinating with OCC, updating to the flight-operating captain.
• Monitor rescheduled, delayed, combined, cancelled flights prepare a load sheet accordingly, performing the last-minute changes (LMC) on the load sheet.
• Responsible for the effective accurate planning of weight and balance, structural limits, fuel optimization, meet the required safety and legal standards as outlined by various regulatory IATA, DGCA.
• Special loads, and prepares NOTOC, ULD hold configurations, seating restrictions, etc. so that ramp, baggage, and operation services teams can provide a safe and punctual service through the optimum usage of manpower and equipment resources.

Cargo Assistant | Logistic Management - Jet Airways India Ltd - International Airport Mumbai

(2007-06 - 2011)

• Label IATA codes and shipping instructions to containers, creating and implementing strategies for maximum air cargo uplift on various aircraft types. Following all government regulations and company policies.
• Transferring cargo, designing an appropriate load plan based on cargo quantity and weight, calculate compartmental load weights, finalized load plan and/or manifest as per priority, cargo tracing.
• Handling special cargo like AVI, DG, valuables, HUM, PER, HEG as per IATA regulation, CTM process from the customs officer for the BONDED/INTL cargo.
• Selecting carriers and negotiating contracts and rates. Planning and monitoring inbound and outgoing deliveries. Supervising logistics, warehouse, transportation, and customer services. Organizing warehouse, label goods, plot routes, and process shipments.
• Working with other departments to incorporate logistics with company procedures and operations. Evaluating budgets and expenditures.
• Researching ideal shipping techniques, routing, and carriers. Ensuring all operations adhere to laws, guidelines, and ISO requirements

Scientific Executive - Twilight LITAKA Pharmaceutical Ltd

(2006-01 - 2006-05)

• To increase the profitability of the company's product sales, prepare daily reports.
• To meet with very high potential doctors in the assigned territory and produce daily performance reports for the area manager.

Bachelor of Science - Physics, Chemistry, Mathematics - New Science Collage of Devi AHILYA University Indore