JAMIR MUSTAQ WALELE
Abu Dhabi
Summary
- To work in a dynamic organization which shall enable me to exercise and enhance the skills acquired over many years of experience. - To augment knowledge and to endeavor for ones-self’s aspirations and the organization’s success. - To be able to practice and partake my leadership skills whilst delivering excellent customer service at any given circumstance while maintaining the organization’s set of standards and policies keeping in mind the prime aspects of Safety and Security.
Overview
29
29
years of professional experience
1
1
Certification
Work history
TEAM LEADER
VELORA
ABUDHABI, UAE
03.2022 - Current
- Introduced innovative solutions which maximised output without compromising quality.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Encouraged open communication, fostering a positive work culture.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
Senior Guest Service Executive Team Leader for Jet Airways/ Etihad Partner Airlines Boarding Gate Supervisor
Etihad Airways / Abu Dhabi Airport Services
East West Airlines / Skyline Airlines (Mumbai)
01.1997 - 10.2020
- Handling Pre and Post departure flight activities.
- Handling flight editing.
- Coordinating with reservations, catering and baggage department.
- Handling guest grievances and ensuring 5-star services is always delivered.
- Handling staff allocation, troubleshooting grievances and queries.
- Motivating, guiding and training new joiners in the team.
- Coordinating with Airline staff; finalizing delays, liaising with NOC and Tower Control to finalize slots.
- Preparing briefing and filing aircraft rotation.
- Updating Airline Worldwide Portal.
- Adhering with the Safety and Security measures.
- Performing medical assessment for sick guests.
- Responsible for the overall transfer desk day-to-day operations and transfer of passengers effectively while working closely with the transfer desk agents and airlines concerned
- Responsible for checking all PTM & PSM and transferring inbound passengers to their respective flights.
- Look out for alternative flights, coordinates with QTB and Ramp department, immigration and transport control, baggage services, and hotel bookings in case of delays
- Checks-in and boards passengers on their respective flights and destinations while ensuring proper profiling and documentations.
- Carry-out assigned pre-flight duties.
- Deals with excess baggage and issues EBT accordingly.
- Establishes and maintains good work relationship with customs, immigration, security, police, medical, cargo, ground transport catering and other airline staff.
- Ensures strict adherence to the safety and security standard.
- Effectively deals with denied boarding passenger and ensures that the DCS is updated when offloading customers.
- Handles the situation in the absence of supervisor Acts as a boarding gate supervisor and document checker and does final checks of passenger documents before they board their flight
- Designated flight controller for CATHAY PACIFIC AIRWAYS and LUFTHANSA and carries out the following responsibilities:
- Flight controlling (flight editing/releasing of seats/catering meals.)
- Supervising the counters and the boarding gate operations.
- Rectifying occurring problems while manning the flight.
- Responsible for staff deployment and handling of staff briefing and debriefing for the flights.
- Directly handles various passenger concerns during the flight
- Give feedback to the customer airline on observations and give suggestions on how certain situations could be handled better in future occurrence
Education
Higher Secondary School Certificate -
Skills
- Excellent Customer Service Skills
- Excellent Problem Solving Skills
- Excellent in Decision Making
- Can Do Spirit
- Can Work Independently
- Always Strive for Excellence
- Strong team Leading Quality
Certification
- Diploma in computer word processing
- Dangerous Good CAT-9 (EY)
- Travel Document Verification
Languages
Language Ability: English, Hindi, Marathi and Arabic.
AWARDS/RECOGNITION
Have received appreciation both from line managers and airline Representatives, Was selected as Ambassador of airport while working with ADAS
TRAINING / CERTIFICATION
- Basis IATA ADAS
- Basic Ticketing ADAS
- Customer Services ADAS
- Customer Awareness course conducted by Gulf Air / Meirc Training
- Fraud detecting course for UK/USA/CANADA and SCHENGEN conducted by immigration authorities for UK/USA/CANADA and GERMANY respectively.
- Basic load control conducted by Gulf Air
- Dangerous Goods Awareness by Gulf Air
- Customer Handling Course by KLM
- Responsibility during emergency procedures by KLM
- Electronic checking course by British Airways
- Successfully completed KLM dangerous goods for passenger handling win 95%
- Successfully completed LH DGR on CD-ROM TEST.
- Attended the emergency handling procedures by KLM.
- Revise Emergency Procedure by KLM
- Leadership and Skill handling passenger by Qatar Airways
- Passenger Handling Psychological by LH in GERMANY
- Way to Journey (Customer Services Skills).
- Attended training in | Turkey for passenger handling
LEADERSHIP
- Worked as Supervisor for Etihad Partner Airlines – Jet Airways
- Worked as Supervisors during absence of Duty operation Supervisors
Timeline
TEAM LEADER
VELORA
03.2022 - Current
Senior Guest Service Executive Team Leader for Jet Airways/ Etihad Partner Airlines Boarding Gate Supervisor
Etihad Airways / Abu Dhabi Airport Services
East West Airlines / Skyline Airlines (Mumbai)
01.1997 - 10.2020