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Customer Service Professional with 20+ years in Aviation and Ground Handling
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Competencies
Dedicated to enhancing passenger experiences through personalized service and effective problem-solving.
Proven ability to lead, motivate, and manage operational teams in fast-paced environments.
Skilled in managing flight handling, ground services, and operational logistics to ensure smooth processes.
Efficiently prioritizes tasks and manages schedules to meet tight deadlines in aviation settings.
Education
Summary
A dedicated professional with extensive experience in airline ground operations, passenger services, and team leadership. Proven track record of enhancing customer satisfaction and operational efficiency in busy airport environments.
Key Achievements
- Led operational teams at Qatar Aviation Services to enhance performance and ensure optimal staffing levels.
- Supervised VIP and special assistance services, ensuring high standards of passenger satisfaction at Hamad International Airport.
- Coordinated flight handling operations, improving turnaround times and operational efficiency across multiple flights.
- Managed passenger check-in, boarding, and documentation processes, ensuring compliance and smooth passenger flow.
- Provided on-the-job coaching and leadership, resulting in improved team performance and customer satisfaction.
Experience
Customer Services Officer
Managing shift staff and their expectations, providing ‘on the job ‘coaching and leadership to operational teams and ensuring performance improvement where necessary.. Ensure sufficient manpower at check-in, boarding and transfer desk to handle the passenger load on shift and meet their expectation.. Supervise day to day operations, ensuring efficient and safe turn-around of flights.. Setting the daily strategy of flight handling and execution for the initial set of customer Airlines.. Ensure all communication with passengers in compliance to company policies and procedures.. Carryout routine briefing to ensure effective sharing of information and full awareness of others in the commercial team.. Set objectives, plan and managed staff training issues and motivate other members of the team.. End to end Terminal Services Operations starting from arrivals at airport boarding leading a team of 120 in a shift.. Advise and follow up discrepancies and took corrective measures based on feedback.. Keep up to date with industry procedures and requirements relating to job role.. Carry out any other duties within the competence additional working hours as and when required.. Assessing staff progress and providing critical feedback for annual performance evaluations.. Gained hands on experience in managing irregular operations that has often resulted in flight cancellations or other irrops.. Investigate all handling discrepancies and customer complaints in timely manner, identify problem areas and course of action required to prevent recurrence of service failures.. Spearheading Special handling unit which provides personalized and customized services to VVIPs. Diplomats, CIPs, PRMs and Young Travelers.. Develop and implement Customer retention best practices.. Conducting Risk/Hazard Assessments throughout the work area for secure and safe environment for customers as well as staff.. Actively participating in OHS meetings (Occupational, health and safety) and ERP meetings (Emergency Response Plan) conducted by HIA officials and Qatar Airways Group.. Planning for regular and irregular operations.. Generating Occurrence Reports related to injuries to staff and Customer or any accident happens.. Ensure a high standard of safety and security for staff, customers and company property.. Present Monthly Reports to Customer Services Manager detailing relevant to airport services performance against KPIs, Customer Services Delivery Standards and staff issues.
Customer Services Supervisor
Supervision of all check-In, Boarding Gates, Special Assistance/VIPs request from Qatar Airways and other Airlines operating from Hamad International Airport.. Supervision of ground handling of various international flights operation and assigning the staff for various flight related works.. Keep a track records related to Read & Sign Memos acknowledged by all staff members.. Make sure all staff educated if there any changes in station Manual of Airlines.. Pre-planning of shift/peak to ensure smooth operation and effective usage of resources/manpower available within the shift.. Grooming check of staff according to QAS grooming standards.. Daily briefing with shifts Team Leaders to ensure to provide good customer services to all customers travelling from HIA.. Briefing with Duty Officers/Manager on Duty for critical areas during operation & making and amending necessary action plan to avoid any discrepancy.
Shift Supervisor
Total flight handling which includes co-ordination between different areas such as departures, arrivals, operations and make-up/break up areas.. Issuance and Re-issuance of International tickets.. Overall smooth operation of Finn air from Delhi ensure on time departure with company procedure and passengers satisfaction.. Training of Staff on Finn air system (Altea Dcs System). Training of new staff for check-in, arrivals, make up, ticketing and reservations.. Coordinating with different departments in Finn air hub Helsinki for various operational reasons.. Meetings with Different Domestic Airlines for through check-in procedures.. Liaison with the vendors.. Maintaining/updating of training records of staff for different Audits like Quality, Safety and Security.. Verifying all bills and maintaining monthly statistics required by different govt. agencies.. Inventory control for general office requirements and revenue documents.. Pre and Post Flight Briefing of staff.. Checking of Passports and visa and other relevant travel documents of passengers and also profiling of passengers.. Dealing with passenger’s complaints and queries.. Handled technical and delayed flights due to fog or other reasons with passengers satisfaction.. Liaison with different agencies like Dial, Immigrations, D.G.C.A customs, for various purposes.
Traffic Assistant
Passenger check-in. Flight Closing And Flight finalizing. Passport ,Visa Screening, Passengers profiling. Boarding. Solving and dealing with Passengers Queries. Assisting passengers regarding their baggage related queries which includes making Passenger irregularity report (PIR) in case of mishandled or damaged baggage and feeding the reports in system (world Tracer). Making reservations and rerouting passengers in case of overbooked flights and also issuing DBCV to passengers in case of Denied Boarding Situation.. Sending various pre and post flight messages.. Rerouting passengers in case of over booking or cancelled flights on other Airlines on FIM ( flight interrupted manifest) or by reissuing the tickets. Arranging hotels for passengers in case of delayed or cancelled flights.
Customer Services Agent
Passenger check-In which includes passports and visa checks formalities and other relevant travel documents.. Pre Flight Editing. Sending Post Flight Messages which includes calculating local sales,. Releasing TCI messages and sending various other teletype messages.. Assisting passenger in making their mishandled and damaged baggage reports (PIR), feeding the reports in the system (World Tracer) and settling their claims as per the regulations.. Assisting passengers regarding their Reservation which includes making their travel itinerary and reconfirmation's.. Transferring the passengers to Hotels or other Airlines in case of Delayed or Cancelled flights and also re-issuing the tickets.. Taking the flight clearance from Immigrations And Custom.