Nimra ahmad
islamabad,pakistan
Summary
Highly motivated and customer-focused professional with a Master’s degree in English and over 5 years of experience in delivering exceptional service in high-traffic environments, including airports and shopping malls. Proven ability to handle customer queries, resolve complaints efficiently, and create a positive customer experience under pressure. Strong communication, interpersonal, and problem-solving skills with a keen understanding of customer behavior and service excellence. Adept at working in multicultural settings, handling diverse customer needs, and ensuring compliance with organizational policies and service standards
Overview
5
5
years of professional experience
Work history
Customer service representative
Islamabad international airport
islamabad, pakistan
01.2023 - Current
- Delivered high-quality customer service to passengers, ensuring a smooth and professional airport experience.
- Assisted with check-in, boarding, and baggage procedures, following airline and safety protocols.
- Handled passenger inquiries, complaints, and special requests with efficiency and empathy.
- Resolved travel-related issues (e.g., delays, cancellations, lost baggage) under tight time constraints.
- Provided clear communication and support to non-English-speaking passengers using basic language skills or translation tools.
- Maintained up-to-date knowledge of airline policies, gate changes, and flight schedules.
- Coordinated with security, ground staff, and flight crews to ensure smooth passenger flow.
- Ensured strict compliance with safety, immigration, and airline regulations.
- Promoted additional airline services such as upgrades, lounge access, or loyalty programs.
- Operated check-in systems (e.g., Amadeus, Sabre, etc.) and handled ticketing and boarding efficiently
Front desk receptionist
GIGA MALL
ISLAMABAD, PAKISTAN
05.2020 - 01.2023
- Monitored visitor access meticulously, enhancing security within premises.
- Facilitated smooth operations for front desk area by handling all administrative tasks.
- Attended to emergency situations calmly whilst contacting appropriate personnel swiftly.
- Greeted guests warmly upon arrival, creating a positive first impression of the organisation..
- Maintained updated records of visitors' logs daily, ensuring accuracy in data entry..
Education
Master of Education - ENGLISH
AIR UNIVERSITY
04.2018 - /2020
Bachelor of Arts - ARTS
BECHELOR IN EDUCATION
PAKISTAN 01.2014 - /2016
Skills
- Ticketing systems operation
- Airport security standards
- Luggage handling expertise
- Aircraft loading techniques
- Service-Oriented mindset
- Customer data privacy
- Flight booking management
Languages
English
Fluent
Urdu
Fluent
Timeline
Customer service representative
Islamabad international airport
01.2023 - Current
Front desk receptionist
GIGA MALL
05.2020 - 01.2023
Master of Education - ENGLISH
AIR UNIVERSITY
04.2018 - /2020
Bachelor of Arts - ARTS
BECHELOR IN EDUCATION
01.2014 - /2016
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