Ahmed Aslam
Dubai
Summary
Accomplished Customer Service Agent and Project Manager with extensive experience in the UAE. Specializes in project and operations management, customer experience delivery, and vendor management. Proven track record of leading cross-functional teams to achieve KPIs, enhance operational efficiency, and exceed client expectations. Notable achievements include successful implementation of ENOC Learning Management System, DU TL 9000 Certification, and ISO projects for Dubai Economic Department. Adept at conflict resolution, strategic planning, and process improvement. Committed to fostering customer loyalty through exceptional service delivery and effective issue resolution. Seeking a dynamic environment that values innovation and excellence to leverage expertise.
Overview
10
10
years of professional experience
5
5
Certification
Work History
Customer Service Agent
Emirates Group (dnata)
10.2022 - 01.2025
- Provided efficient passenger services through multiple channels, including check-in, boarding, ramp coordination, departure management, special handling and transfer desk support.
- Managed high-pressure situations, ensuring prompt resolution of service disruptions.
- Led teams as CSTL and Floor In-charge to enhance operational efficiency.
- Delivered outstanding assistance to Skywards members, fostering trust and long-term loyalty.
- Ensured smooth travel for special handling passengers.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Built meaningful connections with customers to promote customer loyalty.
Customer Service & Order Management Lead
Hofincons IRCA Global / IRCA Middle East L.L.C
06.2015 - 10.2022
- Oversaw and supported the quote/order release process.
- Managed case file handling and customer interactions in Dubai and relevant areas.
- Prepared reports, tracked hit rates, and monitored budget performance.
- Collaborated with IGC teams for problem-solving and governance.
- Trained employees, supervised onboarding, and managed personnel planning.
- Engaged with stakeholders to implement effective business development strategies at the central office.
- Continuously reviewed and updated procedures for efficient order processing.
- Conducted performance evaluations to enhance team productivity and effectiveness.
Project Manager & Customer Service Team Leader
Hofincons IRCA Global / IRCA Middle East L.L.C
01.2019 - 10.2022
- Managed cross-functional teams, overseeing complex projects and ensuring adherence to KPIs, timelines, and client expectations
- Led the end-to-end project lifecycle, from planning to post-delivery evaluation, ensuring smooth execution and exceeding client goals
- Developed and executed customer service improvement initiatives, improving operational processes and client satisfaction
- Trained, mentored, and coached customer service consultants to manage concerns and proactively resolve issues
- Acted as a key escalation point for customer and team concerns, ensuring effective issue resolution and maintaining high service standards
- Placing Brand name into the customer mine through quality customer service.
- Key Projects Managed
- ENOC Learning Management System Project: Led the successful implementation of a learning management system, optimizing employee training
- DU TL 9000 Certification Project: Managed the TL 9000 certification for DU, driving quality improvements across organizational processes
- Dubai Economic Department ISO Projects: Led ISO 9001 QMS and ISO 27001 ISM certification projects, ensuring compliance and operational efficiency
- Developed comprehensive project plans, outlining scopes, timelines, and resources, facilitating smooth execution.
- Facilitated regular team meetings and stakeholder updates, fostering open communication and collaborative problem-solving.
- Coordinated with clients to define project objectives and requirements, ensuring alignment with business goals.
- Assessed team performance and provided constructive feedback, contributing to professional development and skill enhancement.
Operation – Client KYC Remediation
Hofincons IRCA Global / IRCA Middle East L.L.C
06.2015 - 10.2022
- Conducted company verification to ensure compliance with industry standards and regulatory guidelines, aligning with ISO 9001 QMS.
- Reviewed and updated customer company documents, verifying accuracy and adherence to quality management standards.
- Assessed corporate banking KYC details to confirm client authenticity and mitigate financial risks.
- Validated key company documents, including trade licenses, organizational charts, and sponsor/owner details, to ensure legitimacy.
- Reviewed legal and financial records, such as memorandums of agreement, audited financial statements, and pre-qualification documents.
- Verified company work experience records and certifications, including ISO compliance, to assess credibility.
- Examined power of attorney documents, ensuring alignment with company sponsor and ownership details.
- Ensured proper documentation compliance, streamlining processes for due diligence and risk assessment.
Customer Experience Delivery
Hofincons IRCA Global / IRCA Middle East L.L.C
07.2015 - 10.2022
- Ensured timely and effective resolutions for customer service requests, enhancing overall satisfaction
- Maintained and updated customer records, ensuring seamless communication across teams
- Worked with call center vendors to improve communication and service efficiency
Vendor Management & Business Development
Hofincons IRCA Global / IRCA Middle East L.L.C
07.2015 - 10.2022
- Managed vendor registration, compliance, and pre-qualification with ADNOC, Tejari, SAP Ariba, and Oracle
- Developed and nurtured strategic vendor partnerships, driving business expansion
- Enhanced vendor strategies, boosting business opportunities through successful RFQs and tenders
Education
MBA - Marketing & Customer Behaviour
Visvesvaraya Technological University, Belgaum
Managlore01.2015
Bachelor of Business Administration - Bachelor of Business Administration
SDM College of Business Management, Mangalore
2012
Skills
- Project & Operations Management
- Customer Experience & Service Delivery
- Vendor & Stakeholder Management
- Process Improvement & Business Development
- Leadership & Team Management
- Strategic Planning & Problem Solving
- Data Analysis & Reporting
- Conflict Resolution & Crisis Management
- SAP Ariba
- Tejari - Government Portal
- Oracle
- Business Management System (BMS)
- AS Connect
- Sprint
- Patience under pressure
- Excellent communication skills
- Complaint handling
- Team player
- Special needs passenger assistance
- Flight documents verification
- Order Processing
- Order Management
- process analyzing
- Performance evaluation
- On-Boarding Client
Certification
- First Aid and CPR Certification, 01/01/22
- High Impact Leadership Development Program - Trove School, London
- Problem Solving Customer Expert Certification
- Data Privacy & Cybersecurity Awareness
- Dangerous Goods - Passenger and Crew Handling
- Customer Service Standard Training
- Aviation Security & Crime Awareness
Accomplishments
- Recognized for outstanding leadership and consistently achieving high passenger satisfaction ratings.
- Led teams to achieve on-time flight departures, earning the Najm Award for excellence (2022-2024).
- Successfully optimized vendor strategies, increasing business opportunities through RFQs and tenders.
- Streamlined operations, resulting in improved customer experience and service delivery.
Languages
English
Proficient
C2
Hindi
Proficient
C2
kannada
Proficient
C2
Tamil
Proficient
C2
Malayalam
Proficient
C2
Urdu
Intermediate
B1
Timeline
Customer Service Agent
Emirates Group (dnata)
10.2022 - 01.2025
Project Manager & Customer Service Team Leader
Hofincons IRCA Global / IRCA Middle East L.L.C
01.2019 - 10.2022
Customer Experience Delivery
Hofincons IRCA Global / IRCA Middle East L.L.C
07.2015 - 10.2022
Vendor Management & Business Development
Hofincons IRCA Global / IRCA Middle East L.L.C
07.2015 - 10.2022
Customer Service & Order Management Lead
Hofincons IRCA Global / IRCA Middle East L.L.C
06.2015 - 10.2022
Operation – Client KYC Remediation
Hofincons IRCA Global / IRCA Middle East L.L.C
06.2015 - 10.2022
- First Aid and CPR Certification, 01/01/22
- High Impact Leadership Development Program - Trove School, London
- Problem Solving Customer Expert Certification
- Data Privacy & Cybersecurity Awareness
- Dangerous Goods - Passenger and Crew Handling
- Customer Service Standard Training
- Aviation Security & Crime Awareness
MBA - Marketing & Customer Behaviour
Visvesvaraya Technological University, Belgaum
Bachelor of Business Administration - Bachelor of Business Administration
SDM College of Business Management, Mangalore
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