Summary
Overview
Work History
Education
Skills
Salary Expectation & Notice Period
Software
Timeline
Generic

THARMINI SWASH KUMAR

Customer Service Supervisor
Singapore,899 Tampines st 81

Summary

Experienced and results-driven customer service professional with over 5 years of progressive responsibility in the aviation and ground handling industry. Started as a front-line Customer Service Agent and advanced to managerial roles through strong performance, leadership, and operational excellence. Proven track record in managing airport check-in, boarding, transit assistance, and disruption handling. Skilled in team supervision, SLA compliance, stakeholder coordination, and crisis management. Adept at leading service improvement initiatives, training teams, and ensuring passenger satisfaction in high-pressure environments. Committed to safety, efficiency, and delivering outstanding customer experiences aligned with airline and airport standards.

Overview

6
6
years of professional experience
10
10
years of post-secondary education
3
3
Languages

Work History

Customer Service Supervisor

SATS Asia-Pacific Star Changi Airport
Singapore, 819642
04.2024 - Current
  • Oversee day-to-day customer service operations at the terminal, ensuring high CSAT (customer satisfaction) and minimizing customer complaints while maximizing compliments.
  • Manage escalated passenger cases (e.g., irregular operations, baggage issues) and perform root-cause analysis to drive lasting improvements.
  • Lead the response to flight delays, cancellations, or overbooking—ensuring passengers experience minimal inconvenience and receive timely updates or rebooking assistance.
  • Coordinate with operations, planning, ground teams, and OCC to optimize aircraft utilization and passenger outcomes during irregular events.
  • Conduct audits of service provider performance (e.g., ground handling staff) against Scoot SOPs and regulatory standards; follow up on gaps with corrective action Indeed.
  • Work alongside stakeholders such as CAAS, ground handlers, and airport authorities to maintain service quality, safety, and security compliance.

Customer Service Officer

SATS Asia-Pacific Star Changi Airport
Singapore, Singapore
06.2022 - 04.2024
  • Passenger Check‑in & Boarding Operations:
    Handle passenger check‑in at counters, assist with self-service kiosks and auto bag-drops, and perform boarding gate duties—including liaising with airline crew and coordinating departure procedures
  • Transit & Special Assistance:
    Guide and escort transit passengers (e.g., between arrival gates and transfer holding areas) and assist passengers needing special assistance—such as elderly, disabled, or unaccompanied minors
  • Team Leadership & Operational Management:
    Supervise and lead a small team during shifts, oversee daily operations, uphold service quality, grooming and discipline standards, and support the Duty Manager in deployment decisions.
  • Team Leadership & Operational Management:
    Supervise and lead a small team during shifts, oversee daily operations, uphold service quality, grooming and discipline standards, and support the Duty Manager in deployment decisions.
  • Safety & Compliance:
    Ensure strict compliance with safety, security, and standard operating procedures required by Scoot, the airport authorities, and national aviation regulat.
  • Ad‑hoc & Gate‑Side Duties:
    Support other tasks as assigned, such as gate handling, communication with various airport departments, and shift flexibility across morning/afternoon/night rotations.

Quality and Production Supervisor

MR. DIY Sdn. Bhd.
09.2019 - 05.2022
  • Project Oversight: Monitor and guide the work being done by DIY participants.
  • Safety Management: Ensure safe practices, use of tools, and adherence to safety regulations.
  • Training & Support: Provide instruction, demonstrations, and troubleshooting help.
  • Resource Management: Ensure tools, materials, and supplies are available and properly used.
  • Quality Oversight: Ensure work meets basic standards, though QC may do the detailed checks.
  • Scheduling: Coordinate timing and tasks to keep the project on track.
  • Inspection: Check materials, in-progress work, and finished products.
  • Testing: Conduct physical, mechanical, or visual tests depending on the project.
  • Documentation: Maintain records of inspections, test results, and compliance.
  • Issue Identification: Spot defects or non-conformities and report them.
  • Corrective Action Coordination: Work with supervisors or workers to correct quality issues.
  • Standards Compliance: Ensure adherence to internal standards, industry regulations, or customer requirements.

Education

O-Level Certification -

SMK Permai Indah
Penang
01.2013 - 01.2018

Primary Education -

SJK(T) Bukit Mertajam
Penang
01.2007 - 01.2012

Skills

  • Customer Service

  • Problem-Solving

  • Leadership & Teamwork

  • Team building and leadership

  • Workflow management

  • Multitasking and organization

  • Report generation

  • Complaint resolution

  • Call center operations

Salary Expectation & Notice Period

  • $2500
  • 01 month

Software

Amadeus Altéa,SabreSonic,Navitaire New Skies,DCS (Departure Control Systems),

Microsoft Office (Word, Excel, PowerPoint, Outlook),Microsoft Teams,Google Workspace (Docs, Sheets, Gmail, Meet),

Timeline

Customer Service Supervisor

SATS Asia-Pacific Star Changi Airport
04.2024 - Current

Customer Service Officer

SATS Asia-Pacific Star Changi Airport
06.2022 - 04.2024

Quality and Production Supervisor

MR. DIY Sdn. Bhd.
09.2019 - 05.2022

O-Level Certification -

SMK Permai Indah
01.2013 - 01.2018

Primary Education -

SJK(T) Bukit Mertajam
01.2007 - 01.2012

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THARMINI SWASH KUMARCustomer Service Supervisor