Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Languages
Personal Information
Timeline
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Pooja Shetty

Pooja Shetty

Dubai,UAE

Summary

Accomplished professional with expertise in operations management, strategic planning, and business development. Demonstrates strong capabilities in coaching and mentoring, staff management, and negotiations. Proven track record of implementing improvement initiatives and developing effective policies and procedures to enhance organisational performance. Committed to driving growth through innovative strategies and fostering a collaborative work environment.

Overview

20
20
years of professional experience
1
1
Certification

Work history

Airport Manager

Air India
Dubai, UAE
11.2024 - 06.2025
  • Ensuring seamless, efficient, and enjoyable passenger experience through effective coordination of all ground handling aspects.
  • Responsible for end to end station management for Air India at DXB, including oversight of service provider performance and conducting audits to ensure compliance with established service standards.
  • Involved in day-to-day supervision of airport network operations, IRROPS (Irregular Operations), and incident management to facilitate positive journey for every passenger.
  • Act as a shift lead, liasoning between IOCC and Local stake holders to ensure unified approach to customer journey management.
  • Manage team of 8 duty Managers and 5 supervisors within the shift, supervising and executing day-to-day Airport Ops and IOCC coordination role for IRROPS/disruption handling.
  • Oversee analysis of delays occurring during shifts.
  • Monitor route flight delays, if any, and act accordingly proactively to mitigate network operational threats and timely evaluations.

Country Manager (Airport Operations and Sales)

Vistara Airlines
UAE
11.2014 - 11.2024
  • Planning and Managing Airport operations and partnering with Host company staff on commercial and sales-related initiatives and activities; as well as acting as company's ambassador and representative for all key local requirements and stakeholders.
  • Lead overall operations and work with key departments of company to set up processes and procedures for international operations and overseas offices.
  • Developing and implementing strategies to attain necessary results while keeping company's best interests in mind.
  • Ensure safety and security standards are met.
  • Responsible for effective management of staff and company's assets.
  • Responsible for meeting operational, customer, and financial targets (cost and revenue).
  • Developing and implementing initiatives that help build company’s global brand and establish ownership of market space.
  • Managing local relationships with other airlines, trade body representatives, government and civil aviation authorities.
  • Manage cross-functional resources and tasks to ensure on-time and quality delivery.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.

Deputy Manager

Spicejet Airlines
Mumbai, India
11.2011 - 07.2014
  • Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
  • Conducted departure and arrival briefings.
  • Supervised staff of 40 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Assistant Manager

Indigo Airlines
Mumbai, India
11.2006 - 11.2011
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Customer Service Executive & Load and Trim Officer

Go Air Airways
Mumbai
09.2005 - 09.2006
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
  • Evaluated interactions between associates and customers to assess personnel performance.

Education

Bachelor of Arts -

Global Open University
India

H.S.C -

MMK College
04.2002

S.S.C -

St. Teresa Convent High School
04.2000

Skills

  • Operations management
  • Coaching and mentoring
  • Policies and procedures
  • Strategic planning
  • Staff Management
  • Negotiations
  • Improvement initiatives
  • Business Development

Certification

  • Certification in DGR, Airport Authority of India
  • Certification in Load & Trim, DGCA
  • Certification in Soft skills

Accomplishments

  • Elected as the Vice Chairman for Dubai AOC (Airline Operators Committee).
  • Awarded with the We-Clap award at Vistara for the exceptional Stakeholder relationships.
  • Envisaging perfection in load & trim management with even distribution of the weights in the aircraft and planning the flights of Airbus 318-320 under the DGCA license.
  • Attended SMS as well as ramp Safety training.
  • Certified as TTL (Train the Trainer) for Service Excellence.

Languages

English
Fluent
Hindi
Fluent
Gujarati
Fluent
Marathi
Advanced

Personal Information

  • Title: Airport manager - Airport Operations And Sales
  • Date of birth: 02/13/84
  • Nationality: Indian

Timeline

Airport Manager

Air India
11.2024 - 06.2025

Country Manager (Airport Operations and Sales)

Vistara Airlines
11.2014 - 11.2024

Deputy Manager

Spicejet Airlines
11.2011 - 07.2014

Assistant Manager

Indigo Airlines
11.2006 - 11.2011

Customer Service Executive & Load and Trim Officer

Go Air Airways
09.2005 - 09.2006

Bachelor of Arts -

Global Open University

H.S.C -

MMK College

S.S.C -

St. Teresa Convent High School

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