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Work Background
dnataCustomer Services Agent
Jan. 2020United Arab EmiratesSupervising end-to-end flight functions including check-in, transfer desk, gates & ramp, ensuring on-time closing of check-in counters with the core focus on customer satisfaction and on-time departure. Lead and supervise the Customer Services team, ensuring all customer interactions meet Dubai airport & airline standards. Train, mentor, and manage the Customer Services team to enhance service quality, passenger satisfaction, and operational efficiency. Monitor and improve customer experience strategies, focusing on customer experience with the help of Dubai Airports and dnata. Handle escalated customer concerns professionally, providing swift resolutions and ensuring guest satisfaction. Handling passenger discrepancies raised on FMS, obtaining required data for investigation of each case & providing case-wise feedback to SM for closure of the case in the system. Ensure compliance with DXB Immigration policies while doing check-in and boarding, to maintain passenger and flight safety. Performing special handling of VIP guests on departure and arrivals, to maintain a high level of service. Coordinating with CLC team in KHI for loading instructions and trim, ensuring safe and secure flight turnaround without compromising on aircraft safety. Handling flight delays, disruptions & denied boarding as per airline SOP and Customer Services standards. Keeping all the passengers updated about ETD while ensuring ground feeding, lounge access & hotel accommodation were provided as applicable. Handling medical case passengers, assessing their physical condition, verifying MEDIF & guiding staff for assigning seats as per the condition of the passenger. Assisting SM in conducting training sessions, quality, and financial audits. Coordinating with all service providers & the Finance dept. for processing monthly & fortnightly invoices about services acquired. Preparing monthly station performance reports as required for submission to higher management.
Al Ghandi AutoHuman Resources and Administration Officer
Sep. 2018 - Nov. 2018Dubai, United Arab Emirates
Al Ghandi AutoSupervisor Staff Accommodation
Jan. 2017 - Sep. 2018Dubai
Al Ghandi AutoService Administrator
Oct. 2013 - Jan. 2017Dubai
Vital-1 EnterprisesManager Client Services
Jan. 2012 - Sep. 2013Karachi
Under One RoofAssistant Manager Operations
Feb. 2008 - Dec. 2011Karachi
The Turnkey GroupBusiness Development Officer
Jul. 2003 - Jan. 2007Karachi
ZS InternationalOperations Assistant
Apr. 2002 - Jun. 2003Karachi. Pakistan
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