Harsh Desai
Roselle,IL
Summary
Operational leader who advanced from Customer Service Agent to Regional Operations Supervisor at Envoy Air by driving safety, on-time performance, and team execution in high-volume regional ops. I own the day-to-day — flight oversight, gate management, staffing, and real-time problem solving — and turn chaos into calm, efficient workflows. Certified Ground Security Coordinator with a track record of coaching frontline teams, improving processes, and delivering results when every minute counts. I'm known for raising the bar on operational excellence while keeping people first.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Envoy Air Inc an American Airlines Company Group
Chicago, IL
02.2026 - Current
- Lead daily regional airline operations supporting approximately 300 inbound and outbound flights in a high-volume airport environment.
- Coordinate real-time operational decisions involving gate changes, delays, aircraft movements, staffing, and irregular operations to maintain safe and on-time performance.
- Partner with Operations MOD, mainline leadership, dispatchers, SOC, and cross-functional airport teams to drive operational efficiency and service reliability.
- Oversee gate optimization, aircraft turns, towing coordination, and workforce planning to support smooth station operations.
- Train, mentor, and supervise frontline operational teams while supporting scheduling, coverage planning, and performance improvement initiatives.
- Recognized for strong operational leadership, problem-solving, and decision-making abilities in fast-paced airline operations.
Customer Service Supervisor
Envoy Air Inc an American Airlines Company Group
Chicago, IL
09.2025 - 02.2026
- Supervised frontline airport customer service operations in a high-volume, time-sensitive environment ensuring compliance with company standards.
- Managed oversold flight situations including, volunteer processing, denied boarding, and customer recovery
- Handled downgrade processing, seating adjustments, and complex ticketing/reservation issues using airline systems.
- Supported irregular operations (IROPs) including delays, cancellations, and rebooking while minimizing customer disruption.
- Coordinated with gate, operations, and leadership teams to ensure smooth passenger flow and on-time departures.
- Coached and supported frontline agents to improve performance, service quality, and operational decision-making.
- Recognized for strong leadership and operational execution, contributing to promotion into airline operations leadership roles.
- Oversaw scheduling functions including overtime requests, staffing modifications, break/lunch coordination, and employee resource planning.
- Proactively monitored operational activity to reduce delays and maintain smooth station operations during high-volume periods.
Lead Customer Service Agent
Envoy Air Inc an American Airlines Company Group
Chicago, IL
06.2025 - 09.2025
- Led gate operations within assigned zones in a high-volume airport environment.
- Trained and onboarded new hires through OJT, ensuring compliance with operational, service, and safety standards.
- Provided hands-on coaching, mentorship, and real-time support to improve agent performance and customer handling.
- Supported boarding operations, flight load monitoring, and proactive coordination to maintain on-time departures.
- Acted as a key operational point of contact for escalations, problem-solving, and day-to-day gate support.
- Demonstrated strong leadership and operational performance that led to promotion into management-level roles.
Customer Service Agent
Envoy Air Inc an American Airlines Company Group
Chicago, IL
12.2024 - 06.2025
- Provided frontline airport support including check-in, baggage handling, ticketing, rebooking, and passenger assistance.
- Supported daily operations in a high-volume environment, ensuring professionalism and service quality.
- Assisted during delays, cancellations, and irregular operations to maintain smooth customer flow.
- Ensured accuracy in boarding procedures and flight documentation to support on-time departures.
- Coordinated with gate, ramp, and operations teams to maintain efficient station operations.
- Built strong operational foundation that led to rapid promotion into leadership roles.
Store Manager
Circle K
Chicago, IL
05.2024 - 11.2024
- Managed daily store operations including staffing, scheduling, inventory, cash handling, and operational performance.
- Supervised frontline employees and maintained efficient operations in a high-volume customer service environment.
- Drove customer service excellence and supported sales growth through strong team leadership and operational organization.
Store Manager
BP / KR Convenience
Chicago, IL
08.2019 - 05.2024
- Directed 24/7 store operations including employee supervision, inventory management, scheduling, and operational planning.
- Maintained high operational standards related to cleanliness, merchandising, product control, and customer service.
- Increased annual sales by 20–25% through effective leadership, operational consistency, and team development.
Event Manager
Manpasad Inc & Live 2 U
Chicago, IL
02.2016 - 08.2019
- Managed operations and logistics for large-scale cultural events, Bollywood concerts, and community functions across the Chicago area.
- Coordinated event planning, vendor management, scheduling, budgeting, and on-site execution to ensure successful event delivery.
- Collaborated with artists, vendors, and operational teams while leading staff in fast-paced, high-volume environments.
- Supported event growth through audience engagement, operational planning, and strong customer experience management.
Education
Bachelor of Science - Computer Science & Technology
DeVry Education
Chicago, IL10-2019
Bachelor of Science -
William Rainey Harper College
Palatine, IL01-2019
High School Diploma -
Parul University
India06-2015
Skills
- Irregular operations (IROPs) Leadership
- Flight Turn Management & On time performance
- Gate optimization & Resource Planning
- Real Time Decision Making Under Pressure
- Team Leadership & Frontline staff Development
- Workforce Scheduling & OT management
- Inbound/ Outbound Flight Coordination
- Task delegation
System & Software
- Sabre
- Decs
- Res
- QIK
- Microsoft Office suite
Languages
English
Full Professional
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Certification
GSC - Ground Security Coordination
Timeline
Operations Supervisor
Envoy Air Inc an American Airlines Company Group
02.2026 - Current
Customer Service Supervisor
Envoy Air Inc an American Airlines Company Group
09.2025 - 02.2026
Lead Customer Service Agent
Envoy Air Inc an American Airlines Company Group
06.2025 - 09.2025
Customer Service Agent
Envoy Air Inc an American Airlines Company Group
12.2024 - 06.2025
Store Manager
Circle K
05.2024 - 11.2024
Store Manager
BP / KR Convenience
08.2019 - 05.2024
Event Manager
Manpasad Inc & Live 2 U
02.2016 - 08.2019
Bachelor of Science - Computer Science & Technology
DeVry Education
Bachelor of Science -
William Rainey Harper College
High School Diploma -
Parul University