MEHAK FATIMA

• From March 2005 till September 2008 worked as Customer Service Agent, involving handling of passengers.
• Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
• Manage Boarding Gates Ramp Post flights Thai Airways Int’l Public Co Ltd (Karachi Airport).
• Check-In Counters (Document check, Reservations and Ticket issuance.) Boarding Gate Meet and Assist Protocols Pre and Post Flight ( Ticket sorting, Accounting, Tax and Sales).

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Drafted professional memos, letters and marketing copy to support business objectives and growth.
• Responded to inquiries from callers seeking information.

Where my responsibilities as individual were as follows:

➢ Administration • Crew hotel bookings • Replying queries • Follow-up telex messages • Documentation

➢ Operational staff administration Preparation of GD ( General Declaration) • Crew Scheduling • Pre flight • Supervise Counters • Flight Briefings • Flight Dispatch • Arrivals • Manage Boarding Gates • Ramp Post flights

Worked with Emirates Airlines (Dubai) as Senior Airport Service Agent (Baggage Services) Where my job roles were includes:

• Floor walk ( Passenger meet and Assistance/Monitor arrival belts/coordinate with dnata ramp staff for arrival baggage)
• Passenger Information Report (PIR) counter(Preparing Advice if Held (AHL), Damage Pilferage Report (DPR). • Stores (Preparing On Hold (OHD), Baggage Delivery Order (BDO). • Forwarding ( Rush Bags Handling) • Online ( Connecting passenger baggage ) • Store controller ( Monitor incoming and outgoing bags in stores)
• Tracing and Tracking • Baggage delivery counter • Left luggage counter • Shift coordinator • Call Centre responsibilities

My responsibilities were included,

• Handling VVIP Patients and premium customers with all guidance and expediting process with all pre arrangements. • Handling day to day complaints and inquiries by irate customers and attending them with exceptional front line customer services skills. • Managing counters/reception and floor, act as a bridge (communication) between Doctors, Nurses and Patients. • Special dedication for Obstetrics and Gynecology to handle the most crowded/busy and highly revenue generating department. • Analyze and develop a system to reduce the number of complaints, same acknowledged by high management.

Where my responsibilities are as follows but not limited to;

• Greeting passengers as they board and exit the plane.

• Showing passengers to their seats and providing special attention to certain passengers, such as the elderly or disabled

• Serving meals and refreshments • Checking the condition and provision of emergency equipment and information for passengers

• Demonstrating emergency equipment and safety procedures

• Administering first aid • Dealing with emergencies • Supplying passengers with newspapers, magazines and in-flight entertainment

• Selling duty-free commercial goods and pursuing sales targets

• Producing written flight reports after completing a journey.

• Applied promotional tools to build product awareness, create consumer interest and stimulate product demand.
• Engaged customers and complied with company script requirements to promote and increase product sales.
• Provided coupons, product samples, and informational brochures to customers.
• Identified interest in customers by explaining products and services and initiating conversations.