Summary
Overview
Work history
Education
Skills
Languages
Personal Information
Timeline
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KHAMIS ALI

KHAMIS ALI

Dubai,United Arab Emirates

Summary

Dedicated customer service professional with extensive expertise in delivering exceptional customer service.


Demonstrates excellent communication skills, both verbal and written, alongside a strong attention to detail and problem-solving abilities. Proficient in Microsoft Office Suite, including Excel and PowerPoint.


Organised Team Leader with over 17 years of aviation experience. Builds positive rapport, inspires trust and guides teams to achieve organisational goals. Strong facilitator, trainer and mentor.

Overview

18
18
years of professional experience
5
5
years of post-secondary education

Work history

TEAM LEADER BAGGAGE SERVICES

DNATA (EMIRATES GROUP)
Dubai, United Arab Emirates
03.2023 - 09.2025
  • Led shift briefings to ensure team awareness of daily responsibilities and SLAs.
  • Coordinated projects, achieving timely delivery of all related activities.
  • Conducted performance reviews to identify improvement areas for team members.
  • Supervised and assisted teams in executing baggage-related tasks during shifts.
  • Ensured optimum service quality and adherence to company standards by all team members.
  • Promoted staff safety through guidance, equitable workload distribution, and role modelling.
  • Organised operations to guarantee efficiency and compliance with procedures and service standards.
  • Increased team cohesion through regular feedback sessions.

CUSTOMER SERVICES SUPERVISOR BAGGAGE SERVICES

TRANSOM HANDLING COMPANY
Muscat, Oman
01.2019 - 02.2022
  • Supervised team of 12 staff.
  • Attending Airlines meetings on behalf of the company.
  • Address passenger problems related to lost or damaged baggage, flight changes, or missed connections.
  • Work to locate lost or delayed baggage, often using tracking systems and coordinating with airline personnel.
  • Staff Appraisal and Performance-based feedback.
  • Monitoring daily operations at baggage reclaim hall.
  • Delegated tasks appropriately, achieved balanced workload among team members.
  • Ensures SLA's/KPI's targets are duly met, and any deviations are reported to the concerned.
  • Provided constructive feedback to staff for improved performance levels.
  • Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
  • Conducting daily spot checks for security and safety adherence.
  • Monitoring world tracer files (lost baggage/damaged files) created during shift.
  • Resolved issues and concerns related to lost/damaged bags and filing for compensation.
  • Providing updates to guests on regular basis regarding their baggage status.
  • Performed grooming and maintained records of staff performance.
  • Trained new hires and set up mentoring relationships to drive team performance.
  • Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.

CUSTOMER SERVICES SUPERVISOR AIRPORT OPERATIONS

ETIHAD AIRWAYS
Abu Dhabi, United Arab Emirates
07.2015 - 07.2018
  • Improved efficiency and productivity by acquiring new skills.
  • Completed duties to deliver on targets with accuracy and efficiency.
  • Overseeing and assessing customer staff activities and providing them with regular performance-related feedback.
  • Training staff in the areas of customer service and company policies.
  • Assisting with development and implementation of policies and procedures to team.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Supported team by demonstrating respect and willingness to help.
  • Delivered tailored assistance to customers with disabilities.
  • Developed plans and strategies to promote continuous improvement of staff.
  • Promoted continuous improvement by problem-solving and sharing suggestions to optimize team operations.
  • Applied positive customer service approach to increase satisfaction levels.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Carried out day to day duties accurately and efficiently.
  • Successfully delivered tasks within tight deadlines.

SENIOR GUEST SERVICE AGENT BAGGAGE SERVICES

ETIHAD AIRWAYS
Abu Dhabi, United Arab Emirates
07.2014 - 07.2015


  • Briefing incoming and outgoing shift.
  • Delegated task for staff within the shift.
  • Performed Grooming checks.
  • Checking the standard of world tracer reports created during the shift.
  • Sending of daily operation reports.
  • Trained new staff members, ensuring adherence to customer service principles and baggage tracing
  • Assisted with luggage handling for ease of guest movement upon arrival or departure.

CALL CENTRE AGENT

ETIHAD AIRWAYS
Abu Dhabi, United Arab Emirates
04.2011 - 06.2013
  • Processed complaints professionally, seeking effective timely solutions for continued guests' satisfaction.
  • Logged call details and customer information in secure system.
  • Handled high call volumes with accuracy and efficiency.
  • Improved call metrics standards to exceed performance KPI standards.
  • Assist customers with making new flight reservations, re-booking, and managing their itineraries.
  • Address customer complaints and issues remotely, offering solutions for booking problems or other concerns.
  • Provide detailed information on flights, baggage allowances, and airline policies over the phone.

GUEST SERVICES AGENT/CHECK IN AND BOARDING GATES

ETIHAD AIRWAYS
Abu Dhabi, United Arab Emirates
03.2008 - 04.2011
  • Greeted guests warmly and professionally for a first positive impression.
  • Maintained high standards of professionalism whilst interacting with passengers and colleagues.
  • processing passengers and their baggage, verifying travel documents, issuing boarding passes, and managing flight information
  • Collaborated with team members to provide faultless services.
  • Check and verify passenger travel documents, such as passports and visas, to ensure compliance with regulations.
  • Answer passenger questions, provide information on flights, and handle requests from passengers with special needs, like unaccompanied minors or those requiring wheelchair assistance.
  • Assisted special and VIP passengers with great professionalism.
  • Worked at the boarding gates ensuring correct passengers are boarded and the flights depart on time..


Education

HIGH SCHOOL DIPLOMA - HIGHER EDUCATION

KHAMIS HIGH SCHOOL
Mombasa, Kenya
01.1994 - 11.1997

CERTIFICATE IN MICROSOFT TEAMS, EXCEL, POWERPOINT - Computing

HIGH GRADE COMPUTER COLLEGE
MOMBASA, KENYA
01.2006 - 06.2006

CERTIFICATE IN AIRFARES AND TICKETING & TOUR OPERATIONS AND ADMINISTRATION - Air Travel and ticketing

KENYANS TRAVEL COLLEGE
Mombasa/Kenya
01.2004 - 08.2004

Skills

  • Excellent customer service skills
  • Attention to detail
  • Commitment to quality services
  • Customer service-oriented
  • Exceptional telephone etiquette
  • Excellent verbal communication skills
  • Excellent written communication skills
  • Decisive decision-making
  • Problem solving skills
  • People management skills
  • Technical knowledge of airport operations and safety protocols
  • Leadership proficiency
  • Leadership proficiency
  • Proficient in Microsoft Office
  • Proficient in PowerPoint
  • Extensive knowledge of customer service principles

Languages

Arabic
Upper intermediate
English
Fluent
Swahili
Native

Personal Information

  • Nationality: Kenya
  • Marital status: Married
  • Visa status: Company sponsored visa

Timeline

TEAM LEADER BAGGAGE SERVICES

DNATA (EMIRATES GROUP)
03.2023 - 09.2025

CUSTOMER SERVICES SUPERVISOR BAGGAGE SERVICES

TRANSOM HANDLING COMPANY
01.2019 - 02.2022

CUSTOMER SERVICES SUPERVISOR AIRPORT OPERATIONS

ETIHAD AIRWAYS
07.2015 - 07.2018

SENIOR GUEST SERVICE AGENT BAGGAGE SERVICES

ETIHAD AIRWAYS
07.2014 - 07.2015

CALL CENTRE AGENT

ETIHAD AIRWAYS
04.2011 - 06.2013

GUEST SERVICES AGENT/CHECK IN AND BOARDING GATES

ETIHAD AIRWAYS
03.2008 - 04.2011

CERTIFICATE IN MICROSOFT TEAMS, EXCEL, POWERPOINT - Computing

HIGH GRADE COMPUTER COLLEGE
01.2006 - 06.2006

CERTIFICATE IN AIRFARES AND TICKETING & TOUR OPERATIONS AND ADMINISTRATION - Air Travel and ticketing

KENYANS TRAVEL COLLEGE
01.2004 - 08.2004

HIGH SCHOOL DIPLOMA - HIGHER EDUCATION

KHAMIS HIGH SCHOOL
01.1994 - 11.1997

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KHAMIS ALI