Surjith Thangaraj
Operation Inestigation Officer
Kothari
Summary
Motivated and detail-oriented safety professional with a strong background in occupational health and safety, seeking a Senior Safety Officer position to contribute to the development and enforcement of safety policies and procedures. Focused on promoting a safe working environment through risk assessments, compliance audits, training oversight, and continuous improvement initiatives, while fostering a strong safety culture across all levels of the organization.
Overview
14
14
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Operation Investigation Officer
Qatar Airways
08.2024 - Current
- Participate in the Daily DORM (Daily Occurrence Review Meeting) to discuss safety and security occurrences logged in AQD, and highlight relevant incidents assigned to or by Hub Ground Services.
- Lead Level 2 Ground Safety Report (GSR) investigations, conducting root cause analysis, and submitting detailed reports with corrective actions to prevent recurrence.
- Ensure timely closure of GSR reports in AQD within a 10-working-day timeframe.
- Investigate and close Environmental Animal Reports (EARs) and Cabin Safety Reports (CABs) assigned to Hub Ground Services, providing feedback and corrective measures.
- Handle Journey Log Reports submitted by flight captains and ensure necessary actions are taken and documented.
- Investigate Security eReports (SECs) related to security incidents; collaborate with Ministry of Interior (MOI) as needed and submit comprehensive reports.
- Conduct investigations into Occupational Health & Safety (OHS) incidents (injuries on duty), ensuring reports are completed and closed in AQD within 15 working days.
- Review and update Risk Assessments based on findings from OHS investigations to ensure all relevant hazards are identified and mitigated.
- Investigate Customer Incident Reports (CIRs) related to safety concerns and coordinate with HIA stakeholders for corrective action implementation.
- Collaborate with Quality and Service Compliance to set OHS SPI (Safety Performance Indicator) targets and track trends for performance improvements.
- Publish Toolbox Talks and Case Studies on the CDMS platform, sharing lessons learned and preventive actions with operational staff.
- Coordinate and prepare for Quarterly HUB OHS Committee Meetings, presenting SPIs, trends, and operational feedback.
- Ensure continuous alignment of the Hub OHS LOI with the QR OHS Manual, maintaining regulatory and corporate compliance.
- Monitor and enforce compliance with mandatory OHS training (Induction, Hazard Awareness, First Aid, Fire Warden) in partnership with the GS Training Compliance team.
- Maintain structured incident documentation and evidence on SharePoint to ensure readiness for ISO 45001 audits.
- Act as the point of contact for ISO 45001 audits, supporting the compliance team in audit preparation and documentation.
- Conduct monthly Safety Walks, track findings, and ensure corrective actions are implemented in coordination with managers and supervisors.
Customer Service Duty Supervisor
Qatar airways
01.2015 - 07.2024
- Supervise the Hub control center (HCC) team to ensure on-time flight closure and working towards overall on-time performance.
- Plan efficient duty allocations of manpower during duty periods.
- Provide initial level of investigations.
- Providing quality services to customers in respect to check-in, boarding and transfer desk as per company’s commercial and safety standards and procedures.
- Provide five star customer experience at hub.
- Expertise in HCC Departure coordinator and Arrival.
- Manage and train the team for Preflight editing and flight control.
- Help the team with any customer queries and provide assistance in documentation.
- Adhere to all safety and security regulations.
- Report any safety related incidents which affects the operations via RRSS.
- Conduct daily team briefing to provide accurate updates on policies and procedures.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Reported issues to higher management with great detail.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Customer Service Agent
Air India ATSL
Chennai
02.2012 - 12.2014
- Responsible for day to day operational decision in concurrence with the airline representatives.
- Efficient in dealing with all kinds of Crisis.
- Handle the team of fifteen members during flight operations including customer service, ramp and ground dispatch.
- Efficient at problem solving and dealing with customer complaints.
- Liaising with airline and authority for smooth operation.
- Ensuring quick turnaround of all flights thus meeting On Time Performance targets.
- Effective and Efficient team leader on productivity.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
Passenger Service Agent
Cambata
09.2011 - 02.2012
- Track and update the mishandled baggage details in World tracer baggage system.
- Motivate and maintain team spirit.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Oversaw ticketing, gate and ramp services.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Promoted airline loyalty programs, offering exclusive benefits for frequent flyers while increasing brand awareness among customers.
Education
Bachelor of Arts - Commerce
Madras University
ChennaiDiploma - Aviation and Hospitality Management
Amaze Aviation Academy
Skills
Certification
Driving license category
Interests
Photography, Swimming, Driving, Playing football, Gymming
PERSONAL DETAILS
- Date of birth: 1992-10-12
- Nationality: Indian
- Marital status: Married
Accomplishments
- Conducted a comprehensive Risk Assessment on Self-Boarding Gates at Hamad International Airport (HIA), identifying operational hazards and implementing corrective actions to enhance passenger safety.
- Led the Risk Assessment for Ballast Loading Operations, evaluating manual handling and equipment risks, contributing to safer baggage and load control practices.
- Performed a detailed Risk Assessment on Aircraft Chocking Procedures, improving ramp safety protocols and preventing aircraft movement incidents.
- Completed a full Occupational Health & Safety (OHS) Risk Assessment for Ground Services, covering multiple operational touchpoints including baggage handling, customer service, ramp operations, and transport logistics.
Timeline
Operation Investigation Officer
Qatar Airways
08.2024 - Current
Customer Service Duty Supervisor
Qatar airways
01.2015 - 07.2024
Customer Service Agent
Air India ATSL
02.2012 - 12.2014
Passenger Service Agent
Cambata
09.2011 - 02.2012
Diploma - Aviation and Hospitality Management
Amaze Aviation Academy
Bachelor of Arts - Commerce
Madras University
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