Mikhail Lazarenko Email and Phone Number

Airline contract expert• Develop and manage following types of contracts between Ground Handling Provider and Airlines based or operated flights to/from Moscow Sheremetyevo Airport:- Ground Handling agreements based on IATA SGHA 2013/2018 - Service Level Agreements (SLA) - Data protection agreements - Marketing agreements• Responsible for preparation and conducting Airline quality audits, personal involvement in certification audits initiated by IATA such as IATA ISAGO, IATA DAQCP • Directly supervised/manage preparation to “Airlines first flights” including but not limited:- Prepare work scopes and fees and negotiate ground handling contracts with Airlines- Promote and coordinate implementation of new handling services - Prepare and control training activities to stay in compliance with airlines requirements • Provide professional and prompt customer service including phone, email and in person inquiries on new and existing client accounts, including client questions on topics such as coverage contracts, billing, reporting of claims, audits, etc.

Manage and control Passenger service and Aircraft ground handling for regular turn-around transatlantic flight operation New York-Moscow-New York, Atlanta-Moscow-Atlanta• Responsible for implementation flight safety and security measures in accordance with TSA (US Transport security administration) and RF aviation requirements• Team management: recruitment, training, task setting, execution control, motivation, implementation of corporate culture, maintaining work and vacation schedules • Analyze and monitor quarterly performance and productivity assessments based on customers feedback, implementation of new IT products, promotion of mobile and cloud check-in and boarding services• Participation in Delta international projects, training at the corporate university, exchange of experience• Completed projects:- Implementation of the new intuitive check-in and boarding system SNAPP (Single Network Application), a universal application that reduced the training period for staff to 3 days instead of 3 weeks * - Transition to a qualitatively new technology of baggage tracing using RFID tags that allow passengers to accurately know the location of luggage using mobile applications - As the head of an international group of volunteers, he participated in global Terminal relocation at LAX which allowed to reduce the taxiing time of Delta aircraft by 50% and significantly reduce fuel costsAs a member of the rapid response team, supported passenger services at Brussels Airport, after the terrorist attacks in March 2015 - Implemented IT project for AF & KL airline to reduce the costs of fines from the US Immigration Service.

Core Responsibilities:• Performing check in, boarding, arrivals and ticketing procedures. • Ramp agent responsibilities include marshaling aircraft, proper documentation preparation for Russian customs, cabin service control, flight dispatching.• Issue boarding passes and reschedule in case of flight delays and/or cancellations• Operate airline specific reservation and ticketing software• Baggage service support, creating baggage claims and system baggage searchProjects:• Opening Air operation to Kiev (Ukraine)• Opening Air operation to Capetown (South African Repablic)• Implementation of check-in system in Saipan island • Support of operaton in Tokio (Japan)