Jervis Martis
Dubai
Summary
Experienced and dynamic operations professional with 13+ years of progressive experience in airport operations, metro rail operations, retail operations and Customer Service. Proven track record in leading high-performing teams, emergency handling, and ensuring exceptional service standards. Strong communicator with a focus on safety, operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Senior Officer – Terminal Operations & Administration
Mumbai International Airport Limited (Adani Airport Holding Limited)
2017.02 - 2025.08
- Manage passenger flow and ensure seamless check-in and security processes as well as a safe movement of passengers including VIP’s.
- Coordinate with airlines for efficient operations and minimal queuing.
- Enforce emergency protocols and coordinate with relevant authorities.
- Oversee terminal facilities, cleanliness and operational standards.
- Ensure functionality of critical systems (CCTV, FIDS, PA, fire alarms, elevators, etc.)
- Liaise with BCAS, CISF, and other regulatory agencies.
- Support compliance with terminal operational obligations (OMDA).
- Manage Lost and Found Department at the Terminal and ensure timely complaint recovery of articles by claimants.
- Manage a team of Passenger Service Executives, Customer Service Executives and Interns and provide training on Terminal Familiarization and SOPs to drive the team towards exemplary passenger experience.
Shift Supervisor
Metro One Operations Private Limited (Veolia Transdev)
2013.10 - 2017.01
- My responsibilities were to Manage an Entire Metro Station with respect to Manage Sales through revenue generating equipment’s and point of sale terminals, Manpower Staffing, Revenue Generation, Inventory Management as well as a Single Point of Contact during emergencies arising.
Operations and Sales Executive
A.P. Group India Private Limited (Brand: - Swarovski)
2012.06 - 2013.09
- My responsibilities were managing and planning to boost revenue through Shop in Shop Outlets as well as Stand Alone Stores through Walk-in and Corporate Sales.
- Managing right mix of Inventory in stores as per seasonal demands.
- Conducting Inventory Audits for loss prevention and for optimum utilization of Stock in Hand.
- Handled Responsibilities of Shift Supervisor since Commencement of Operations in June, 2014.
- Recognized and Promoted to Sr. Customer Care Officer in August, 2015.
- Promoted to Shift Supervisor in August, 2016.
Education
Masters of Management Studies (MMS) - Marketing Management
Sir M. Visvesvaraya Institute of Management Studies and Research
Bachelors of Commerce (B.Com.) - Accounts
St. Gonsalo Garcia College of Commerce
Skills
- Aviation operations
- Customer engagement management
- Leadership and oversight Supervisory skills Strategic management
- Emergency response coordination
- VIP services
- Business communications
- Learning and development
- Profit maximization
- Consensus-driven choices
- Roster oversights management
- Coordination specialist
Certification
- Customer Service Excellence.
- Management of Disruptive & Emergency Situations.
- First Aid Responder & Automated External Defibrillator Training
- Indian Sign Language.
- DGR Category 9.
- Basic Firefighting.
- Advance Excel.
- Generative AI Foundations
- Lean Six Sigma – White and Yellow belt.
LANGUAGES:
English – Expert
Hindi – Expert
Marathi – Expert
Konkani – Expert
Gujarati – Intermediate
Accomplishments
- Mumbai International Airport Limited
- Commenced my career as a Duty Officer at Mumbai International Airport.
- Received Value Star Award for leading post-COVID operations restart. (2021)
- Promoted to Senior Officer for contributions to operational restart. (2022)
- Honoured with Airport Champion Award for developing comprehensive training program. & Handbook. (2023)
- Recognized to be deputed as Acting Terminal Manager handling complete terminal operations. (2024)
- Recognized for reducing training costs by 10 to 20 % by creating training modules for various On Job Trainings, Indian Sign Language, System familiarization, Soft Skills training program for passenger service staff. (2025)
- Metro One Operations Private Limited
- Commenced my career in Metro One Operations as a Customer Care Officer.
- Recognized to Train newly inducted staff w.r.t On Job Trainings, Systems Trainings and other miscellaneous trainings on handling emergencies.
- A.P. Group Private Limited
- Started Career in A.P. Group Pvt. Ltd. (Swarovski) as an Operations Executive on 13th June 2012.
- Achieved Sales Target of INR 20 Lakhs for Four Shop in Shop Counters through walk-ins & Corporate Customers in Oct/Nov, 2012
- Recognized to manage and boost sales in Four Standalone Boutiques in Dec 2012.
Disclaimer
MISCELLANEOUS DETAILS: Nationality: Indian Visa Status: Visit Visa Visa Expiry: 20/03/2026
Timeline
Senior Officer – Terminal Operations & Administration
Mumbai International Airport Limited (Adani Airport Holding Limited)
2017.02 - 2025.08
Shift Supervisor
Metro One Operations Private Limited (Veolia Transdev)
2013.10 - 2017.01
Operations and Sales Executive
A.P. Group India Private Limited (Brand: - Swarovski)
2012.06 - 2013.09
Masters of Management Studies (MMS) - Marketing Management
Sir M. Visvesvaraya Institute of Management Studies and Research
Bachelors of Commerce (B.Com.) - Accounts
St. Gonsalo Garcia College of Commerce