Niloy Biswas
Jamaica,NY
Summary
Results-oriented aviation professional with expertise in airline customer service and ground operations. Demonstrates leadership in managing teams and navigating high-pressure environments while enhancing passenger experiences. Skilled in resolving complex customer issues and coordinating flight operations, prioritizing safety and service. Committed to operational efficiency and customer service as a Duty Supervisor with Etihad Airways.
Overview
1
1
Certification
6
6
years of professional experience
Work History
CLC, BSO, SUPERVISOR (Etihad Airways)
Hallmark Aviation Services And Menzies Aviation
Jamaica, New York
07.2025 - Current
- Supervise daily check-in, boarding, and gate operations to ensure on-time flight departures and compliance with airline standards
- Lead and support frontline staff, providing guidance during peak operations and irregular situations
- Handle escalated passenger issues, including delays, rebooking, and special service requests, ensuring high levels of customer satisfaction
- Coordinate with flight crew, ramp, and operations teams to maintain smooth turnaround and operational efficiency
- Ensure adherence to safety, security, and regulatory procedures at all times
- Monitor staff performance and assist in training new team members
Etihad Airways Bagroom Lead
Swissport USA
Jamaica, Ny
07.2024 - 07.2025
- Managed baggage operations, ensuring precise loading, transfer, and reconciliation of passenger luggage to enhance service reliability
- Led a team in high-pressure environments to meet tight departure timelines
- Investigated and resolved baggage discrepancies and customer claims efficiently
- Coordinated with ramp and check-in teams to reduce delays and prevent mishandling of luggage
- Maintained strict compliance with safety and security procedures
Check-in Agent
ERMC Aviation
Jamaica, New York
05.2024 - 07.2024
- Assisted passengers with check-in, documentation, and boarding procedures
- Provided support during peak hours and irregular operations
- Ensured compliance with airline policies and security requirements
Passenger Service And Flight Operations.
Republic Airways
Jamaica, New York
02.2021 - 04.2024
- Assisted with check-in, boarding, and special handling services to support passenger needs and improve travel experience.
- Coordinated flight operations to support smooth passenger movement and timely departures, improving service efficiency.
- Resolved customer concerns in professional manner to increase satisfaction and support positive travel environment.
- Prepared detailed post-flight reports documenting operational issues after each flight.
- Provided check-in, boarding, and special handling support to help passengers throughout travel process.
- Managed operational flow to keep passenger movement organized and departures on schedule, strengthening service efficiency.
- Handled customer concerns professionally to support satisfaction and maintain positive travel environment.
- Compiled thorough after-flight reports outlining issues encountered during operations.
Education
Privet Pilot - Flight Operations
Global Aviation Crop
New York, NY08-2023
High School Diploma -
Narikelbari High School
Gopalgonj, Dhaka, Bangladesh.05-2018
College Degree - Science
Dhaka Residential Model College
Mohammedpur, Dhaka, Bangladesh 04-2020
Skills
- Airline Ground Operations & Passenger Handling
- Flight Coordination & On-Time Performance Management
- Safety, Security & Regulatory Compliance
- Crisis & Irregular Operations Handling (IROPs)
- Conflict Resolution & Complaint Management
- Baggage Operations Management
- Customer Service Excellence
- Data Entry & Reporting (Excel, Smart Suite and Altea Systems)
- Attention to Detail & Decision-Making Under Pressure
- Team Leadership & Staff Supervision
- Communication & Interpersonal Skills
Certification
- Pilot Lisence
- Driver Lisence
Languages
- English
- Bangla
- Hindi
- Urdu
Timeline
CLC, BSO, SUPERVISOR (Etihad Airways)
Hallmark Aviation Services And Menzies Aviation
07.2025 - Current
Etihad Airways Bagroom Lead
Swissport USA
07.2024 - 07.2025
Check-in Agent
ERMC Aviation
05.2024 - 07.2024
Passenger Service And Flight Operations.
Republic Airways
02.2021 - 04.2024
Privet Pilot - Flight Operations
Global Aviation Crop
High School Diploma -
Narikelbari High School
College Degree - Science
Dhaka Residential Model College