{"id":6,"date":"2025-11-15T11:39:28","date_gmt":"2025-11-15T11:39:28","guid":{"rendered":"https:\/\/hemantkumar.in\/?page_id=6"},"modified":"2026-01-19T19:31:44","modified_gmt":"2026-01-19T19:31:44","slug":"about-me","status":"publish","type":"page","link":"https:\/\/hemantkumar.in\/","title":{"rendered":"Home"},"content":{"rendered":"\t\t
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of Aviation Experience<\/div>\t\t\t
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Operations Project<\/div>\t\t\t
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Business Reports<\/div>\t\t\t
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Areas of expertise<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\u2696\ufe0f<\/div>\r\n
Interantional Aviaiton Law <\/div>\r\n <\/div>\r\n\r\n
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Air Transport Operations<\/div>\r\n <\/div>\r\n \r\n
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Airline Financial Management<\/div>\r\n <\/div>\r\n\r\n
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Airport & Airport Planning Management<\/div>\r\n <\/div>\r\n\r\n
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Airline Fleet Planning<\/div>\r\n <\/div>\r\n\r\n
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Tourism Planning<\/div>\r\n <\/div>\r\n\r\n
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Consulting<\/div>\r\n <\/div>\r\n\r\n
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Investment Appraisal<\/div>\r\n <\/div>\r\n\r\n
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Training & Planning<\/div>\r\n <\/div>\r\n\r\n <\/div>\r\n<\/section>\r\n\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Background<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\r\n I'm Tourism, Destination Development, and Airport Operations professional<\/strong>\r\n with over 15 years of progressive experience<\/strong> spanning international hub airports, airline passenger\r\n services, and partnership-led tourism initiatives. His career bridges frontline aviation operations<\/strong>\r\n and strategic destination development<\/strong>, with strong exposure to safety-critical environments,\r\n public\u2013private collaboration, and large-scale visitor programs.\r\n <\/p>\r\n\r\n

\r\n He played a key role in the launch, growth, and commercialisation of Discover Qatar<\/strong>, a nationally\r\n recognised tourism initiative developed with Qatar Airways and government stakeholders. From early pilot activity as\r\n a free city tour to its evolution into a scalable paid product, he contributed across operations, stakeholder\r\n coordination, visitor journey design, performance reporting<\/strong>, and customer engagement<\/strong>\u2014helping\r\n convert transit passengers into visitors while strengthening destination visibility and tourism value.\r\n <\/p>\r\n\r\n

\r\n In parallel, he has held supervisory and duty management roles<\/strong> in passenger services, overseeing\r\n terminal operations, customer experience delivery, on-time performance (OTP)<\/strong>, regulatory compliance,\r\n and real-time disruption handling for international airlines. He has led frontline teams, coordinated with airport\r\n authorities and government agencies, and supported critical operations including VIP and state movements.\r\n <\/p>\r\n\r\n

\r\n Academically, I hold Bachelor\u2019s in Tourism Studies<\/strong>, a Post Graduate Diploma in Data Science<\/strong>,\r\n and an MBA in IT & FinTech<\/strong>, and is currently pursuing an MSc in Air Transport Management<\/strong>\r\n at Cranfield University. This multidisciplinary foundation supports a data-driven, systems-thinking approach<\/strong>\r\n to aviation operations, tourism strategy, and service design.\r\n <\/p>\r\n<\/section>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\r\n Duty Officer \u2013 Passenger Services<\/span>\r\n May 2025 \u2013 Sep 2025<\/span>\r\n <\/div>\r\n
\r\n Indothai Airport Services Pvt. Ltd. | AMD<\/span>\r\n <\/div>\r\n
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  • Supervised end-to-end passenger handling for international airlines, ensuring efficient check-in, boarding, arrivals, and customer service delivery.<\/li>\r\n
  • Oversaw terminal operations during assigned shifts, including resource deployment, stakeholder coordination, and operational briefings.<\/li>\r\n
  • Drove on-time performance (OTP) by managing turnaround activities, resolving real-time issues, and ensuring SOP compliance.<\/li>\r\n
  • Acted as authorized personnel for issuing Airport Entry Passes (AEP) and obtaining required security\/operational approvals.<\/li>\r\n
  • Liaised daily with airport authorities, government agencies, airlines, and service providers to manage disruption and maintain stakeholder alignment.<\/li>\r\n <\/ul>\r\n <\/div>\r\n\r\n \r\n
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    \r\n Duty Officer \u2013 Passenger Services<\/span>\r\n Oct 2024 \u2013 May 2025<\/span>\r\n <\/div>\r\n
    \r\n Celebi Aviation Pvt. Ltd. | AMD<\/span>\r\n <\/div>\r\n
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    • Managed customer experience operations on a shift basis with support from direct reports supervising operational zones.<\/li>\r\n
    • Promoted safe working practices by identifying unsafe behaviors and applying Just Culture principles.<\/li>\r\n
    • Conducted operational assessments through regular observations, addressing non-compliance and implementing improvement actions.<\/li>\r\n
    • Ensured company and OAL standards were met in line with agreed SLAs and compliance requirements.<\/li>\r\n
    • Reviewed SOPs, provided feedback, and reported discrepancies within operational areas.<\/li>\r\n
    • Participated in management meetings to resolve operational, safety, and security issues and update SLAs where required.<\/li>\r\n
    • Monitored live operations to address service gaps, minimizing reputation risks and ensuring a seamless passenger experience.<\/li>\r\n
    • Supported department objectives through ad-hoc assignments, ensuring operational agility and alignment with business goals.<\/li>\r\n
    • Directed critical services and VIP\/State event handling at Ahmedabad in alignment with Celebi \/ Adani Airport Management.<\/li>\r\n <\/ul>\r\n <\/div>\r\n\r\n \r\n
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      \r\n Airport Operations Officer<\/span>\r\n Apr 2023 \u2013 Jan 2024<\/span>\r\n <\/div>\r\n
      \r\n Discover Qatar Department | Doha, Qatar<\/span>\r\n <\/div>\r\n
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      • Led the Discover Qatar City Tour team to ensure efficient booking processing and seamless operations, meeting service expectations.<\/li>\r\n
      • Analyzed visitor demand patterns and underutilized transit windows to improve uptake and capacity utilization.<\/li>\r\n
      • Supervised a team of 25+ members, optimizing productivity and maintaining high service standards during transit tours.<\/li>\r\n
      • Handled cash operations with precision, ensuring accurate financial transactions and reporting in line with company policies.<\/li>\r\n
      • Prepared performance insights and reports for senior management to support strategic tourism decisions.<\/li>\r\n
      • Conducted data analytics to assess tour performance and customer satisfaction, using visualization tools to drive efficiency improvements.<\/li>\r\n <\/ul>\r\n <\/div>\r\n\r\n \r\n
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        \r\n Airport Operations Coordinator<\/span>\r\n Jun 2019 \u2013 Apr 2023<\/span>\r\n <\/div>\r\n
        \r\n Discover Qatar Department | Doha, Qatar<\/span>\r\n <\/div>\r\n
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        • Managed the booking system, processed reservations efficiently, and ensured SLA adherence across daily operations.<\/li>\r\n
        • Partnered with Sales and Product teams to develop tailored proposals aligned with client needs, supporting sales growth.<\/li>\r\n
        • Led daily operations for tours and leisure activities, focusing on sales generation and strategic promotions to drive revenue.<\/li>\r\n
        • Marketed services to transit customers (hotels, visas, city tours), improving customer acquisition and destination visibility.<\/li>\r\n
        • Collaborated with marketing and product teams to deliver targeted campaigns, boosting engagement within the transit segment.<\/li>\r\n
        • Delivered management reporting on sales performance, customer insights, and operational KPIs to support planning and business development.<\/li>\r\n <\/ul>\r\n <\/div>\r\n\r\n \r\n
          \r\n
          \r\n Senior Airport Operations Agent<\/span>\r\n Nov 2013 \u2013 Jun 2019<\/span>\r\n <\/div>\r\n
          \r\n Discover Qatar Department | Doha, Qatar<\/span>\r\n <\/div>\r\n
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          • Supported the launch, growth, and expansion of Discover Qatar (launched 2014; branded\/expanded 2015; diversified 2018) with Qatar Airways and tourism stakeholders.<\/li>\r\n
          • Coordinated with public authorities, tourism operators, airport stakeholders, and transport providers to deliver seamless visitor experiences.<\/li>\r\n
          • Supported the evolution from a free pilot city tour to a commercially viable paid tourism product, strengthening destination revenue and visibility.<\/li>\r\n
          • Escorted arriving\/departing passengers to key touchpoints (hotel desk, visa counter, transfer desk, lounges, boarding gates).<\/li>\r\n
          • Engaged transit passengers to promote Qatar\u2019s cultural attractions, increasing participation in the city tour offering.<\/li>\r\n
          • Integrated city tour operations into the passenger journey with airport teams, improving engagement and satisfaction.<\/li>\r\n
          • Contributed to tourism strategy by delivering memorable transit experiences that encouraged future visits.<\/li>\r\n <\/ul>\r\n <\/div>\r\n\r\n \r\n
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            \r\n Senior Customer Service Agent<\/span>\r\n Sep 2013 \u2013 Nov 2013<\/span>\r\n <\/div>\r\n
            \r\n Qatar Airways Hub Customer Services | Doha, Qatar<\/span>\r\n <\/div>\r\n
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            • Liaised with check-in, transfer desk, and related areas to ensure smooth passenger acceptance and flow.<\/li>\r\n
            • Managed departure procedures including gate readiness, boarding control, and on-time departures to maintain schedule integrity.<\/li>\r\n
            • Resolved complex customer issues promptly, applying service recovery to maintain satisfaction.<\/li>\r\n
            • Monitored boarding operations to ensure SOP\/KPI compliance and applied corrective actions where required.<\/li>\r\n
            • Collaborated with stakeholders and partners to optimize customer touchpoints and service delivery.<\/li>\r\n
            • Ensured compliance with aviation regulations, including briefings on security protocols and dangerous goods awareness.<\/li>\r\n <\/ul>\r\n <\/div>\r\n\r\n \r\n
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              \r\n Customer Service Agent<\/span>\r\n Mar 2010 \u2013 Sep 2013<\/span>\r\n <\/div>\r\n
              \r\n Qatar Airways Hub Operations | Doha, Qatar<\/span>\r\n <\/div>\r\n
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              • Processed airline check-in and travel document verification efficiently, ensuring compliant and smooth passenger handling.<\/li>\r\n
              • Assisted passengers through airport facilities with proactive support and clear guidance.<\/li>\r\n
              • Organized check-in counters and coordinated documentation issue resolution to minimize processing delays.<\/li>\r\n
              • Liaised with Ground Handling Agents (GHA) for efficient hotel and transfer passenger processing.<\/li>\r\n
              • Delivered frontline customer support through floor-walking duties, addressing queries in a professional and welcoming manner.<\/li>\r\n <\/ul>\r\n <\/div>\r\n\r\n<\/section>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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                Education<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                <\/div>\r\n
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                MSc in Air Transport Management<\/h3>\r\n Oct 2025 \u2013 Present<\/span>\r\n

                Cranfield University | Cranfield, UK<\/p>\r\n <\/div>\r\n <\/div>\r\n\r\n

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                <\/div>\r\n
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                Master of Business Administration (MBA)<\/h3>\r\n Jul 2022 \u2013 Sep 2024<\/span>\r\n

                Manipal University | Jaipur, India<\/p>\r\n <\/div>\r\n <\/div>\r\n\r\n

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                Post Graduate Diploma in Data Science<\/h3>\r\n Sep 2020 \u2013 Oct 2021<\/span>\r\n

                International Institute of Information Technology | Bangalore, India<\/p>\r\n <\/div>\r\n <\/div>\r\n\r\n

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                <\/div>\r\n
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                Bachelor of Tourism Studies<\/h3>\r\n Jul 2016 \u2013 Dec 2019<\/span>\r\n

                Indira Gandhi National Open University | India<\/p>\r\n <\/div>\r\n <\/div>\r\n\r\n <\/div>\r\n<\/section>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                Technical Skills<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                \r\n \"Microsoft\r\n
                Microsoft Excel<\/div>\r\n
                Advanced formulas \u2022 Dashboards \u2022 Reporting<\/div>\r\n <\/div>\r\n\r\n \r\n
                \r\n \"Power\r\n
                Power BI<\/div>\r\n
                Data modelling \u2022 KPIs \u2022 Visual analytics<\/div>\r\n <\/div>\r\n\r\n \r\n
                \r\n \"Salesforce\"\r\n
                CRM (Salesforce)<\/div>\r\n
                Customer insights \u2022 Workflow \u2022 Reporting<\/div>\r\n <\/div>\r\n\r\n \r\n
                \r\n \"Python\"\r\n
                Python<\/div>\r\n
                Data wrangling \u2022 Automation \u2022 Analytics<\/div>\r\n <\/div>\r\n\r\n \r\n
                \r\n \"AppSheet\"\r\n
                AppSheet<\/div>\r\n
                No-code apps \u2022 Workflow automation \u2022 Forms<\/div>\r\n <\/div>\r\n\r\n \r\n
                \r\n \"Figma\"\r\n
                Figma<\/div>\r\n
                Wireframes \u2022 UI\/UX \u2022 Process visualisation<\/div>\r\n <\/div>\r\n\r\n \r\n
                \r\n \"Machine\r\n
                Machine Learning<\/div>\r\n
                Predictive models \u2022 Classification \u2022 Insights<\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                of Aviation Experience 0 years Operations Project 0 Business Reports 0 + Areas of expertise \u2696\ufe0f Interantional Aviaiton Law \u2708 Air Transport Operations \ud83d\udcbc Airline Financial Management \ud83c\udfe2 Airport & Airport Planning Management \ud83e\udded Airline Fleet Planning \ud83d\uddfa Tourism Planning \ud83d\udcca Consulting \ud83d\udcc8 Investment Appraisal \ud83c\udf93 Training & Planning Background I’m Tourism, Destination Development, and […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"","ocean_second_sidebar":"","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"","ocean_custom_header_template":"","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"","ocean_menu_typo_font_family":"","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"","footnotes":""},"class_list":["post-6","page","type-page","status-publish","hentry","entry"],"_links":{"self":[{"href":"https:\/\/hemantkumar.in\/index.php\/wp-json\/wp\/v2\/pages\/6","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/hemantkumar.in\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/hemantkumar.in\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/hemantkumar.in\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/hemantkumar.in\/index.php\/wp-json\/wp\/v2\/comments?post=6"}],"version-history":[{"count":185,"href":"https:\/\/hemantkumar.in\/index.php\/wp-json\/wp\/v2\/pages\/6\/revisions"}],"predecessor-version":[{"id":380,"href":"https:\/\/hemantkumar.in\/index.php\/wp-json\/wp\/v2\/pages\/6\/revisions\/380"}],"wp:attachment":[{"href":"https:\/\/hemantkumar.in\/index.php\/wp-json\/wp\/v2\/media?parent=6"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}