BILAL IFTIKHAR
Dubai
Summary
Accomplished Customer Service Representative with a proven track record, enhancing customer loyalty through exceptional complaint handling and conflict resolution. Skilled in Microsoft Excel and active listening, I significantly improved user experience and operational efficiency. Expert in navigating high-stress situations, demonstrating unparalleled problem-solving abilities and critical thinking.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Dubai Airports (Transguard Group)
04.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Aviation Security Officer
Transguard Group (Emirates Group Security)
01.2022 - 04.2024
- Detected potential threats by utilizing advanced technology such as X-ray machines and explosive trace detectors.
- Supported smooth airport operations by diligently managing passenger flow during peak hours and periods of high traffic volume.
- Reduced risk of security breaches by maintaining a high level of vigilance and awareness in monitoring surveillance systems.
- Enhanced airport security by conducting thorough screenings and inspections of passengers, baggage, and cargo.
- Provided exceptional customer service while enforcing strict adherence to aviation security protocols, earning positive feedback from both passengers and colleagues.
Front Desk Officer
Islamabad Hotel
10.2019 - 06.2021
- Provided personalized recommendations for local attractions, restaurants, and activities based on guest preferences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Consistently maintained a clean and well-organized front desk area, creating an inviting atmosphere for guests upon arrival.
- Handled phone calls effectively, routing them to relevant departments or taking messages as needed.
Front Desk Receptionist
Envoy Continental Hotel
12.2017 - 12.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Completed all tasks in compliance with company policies and procedures.
Protocol Officer
Shalimar Hotel
06.2016 - 08.2017
- Coordinated travel itineraries for visiting delegations, balancing competing priorities while adhering to strict deadlines.
Education
Associate of Science - Computer Science
Punjab University
Lahore Pakistan10.2016
High School Diploma -
Punjab Board Of Technical Education
Rawalpindi Pakistan09.2014
No Degree - Science Education
Board of Intermediate & Secondary Education
Rawalpindi Pakistan08.2011
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Problem Resolution
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Call Center Operations
- Microsoft Outlook
- Follow-up skills
- Paperwork Processing
- Team Development
- Customer Relationship Management (CRM)
- Sales expertise
- Account Management
Certification
01 year of English Language Course Certificate from Nikon Institute of languages Rawalpindi
Languages
English
Advanced (C1)
Urdu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)
Timeline
Customer Service Representative
Dubai Airports (Transguard Group)
04.2024 - Current
Aviation Security Officer
Transguard Group (Emirates Group Security)
01.2022 - 04.2024
Front Desk Officer
Islamabad Hotel
10.2019 - 06.2021
Front Desk Receptionist
Envoy Continental Hotel
12.2017 - 12.2018
Protocol Officer
Shalimar Hotel
06.2016 - 08.2017
Associate of Science - Computer Science
Punjab University
High School Diploma -
Punjab Board Of Technical Education
No Degree - Science Education
Board of Intermediate & Secondary Education
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