MOHAMMED FARAZ
Al-Jadaf,Dubai
Summary
Award-winning customer service professional with 7 years of experience in exceptional customer service and effective problem-solving skills. Dynamic customer service representative seeking new challenges and opportunities for professional growth and advancement. Brings knowledge of exceptional customer service and effective problem-solving skills. Remains proactive and decisive while under pressure with the willingness to work a flexible schedule.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Traffic Assistant
Air India Limited
Dubai
2023.03 - Current
- Attending flights on arrival and departures
- Supervise baggage area(outgoing /incoming)
- Assisting guests in Check-in Counters for hassle free travel
- Coordinating with operations department and flight dispatch functions
- Coordinating with engineering/operating crews
- Preparation of post/departure (DDR) messages
- Handling of unaccompanied minor, wheelchair and stretcher passengers
- Deployment of labour force for loading and unloading of baggage and cargo
- Coordination with cargo/fuel suppliers
- Ensuring Quick Turnaround of departure flight
- Handling last minute sales and late reporting passengers at check-in counters
- Handling flight documents including trip files and other reports
- Maintaining high level of customer service delivery at all times
- Taking care of General declaration of crew and immigration clearance
- Handling crew movement for flight and layover pattern of crew stay in hotel
- Ensuring company standards and rules are maintained with regards to handling of guests,grooming procedure and time keeping.
Senior Customer Executive
SpiceJet Limited
Mangalore
2019.04 - 2022.07
- Good knowledge of overall airport day-to-day operations
- Handling shift as Shift In-charge, preparing duty allocation, and monthly roaster
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage, and assigning seats
- Collaborated with other airlines to resolve customer issues
- Escalated passenger concerns, and baggage issues and requested requirements from supervisors
- Assisted customers with booking and ticketing process, including changes and cancellations
- Resolved customer requests, questions, and complaints by analyzing individual situations and determining best use of resources
- Documented all customer-related situations and submitted in-depth reports to superiors
- Allocated staff on their duty as per requirement and monitored staff in their allocation
- Working in Ramp as officer, to make sure that loading of baggage and cargo is loaded as per requirement of aircraft
- Achieved high sales percentage with consultative, value-focused customer service approach
- Provided operational oversight of air cargo ground handling operations
- Mentored/coached staff of 10 employees, conducting performance reviews, approving timecards, delegating tasks, and fostering environment that encourages communication and teamwork
- Maintained financial and inventory records generating reports for management review on daily basis
- Handled cargo documentation
- Cleared cargo from customs in timely manner
- Accepted cargo and monitored loading and unloading of cargo from aircraft
- Coordinated logistics and document preparation for delivery in timely manner.
Customer Service Executive
SpiceJet Limited
Mangalore , India
2016.05 - 2019.03
- Received SpiceStar Award for outstanding customer service twice
- Received Letter of Appreciation from House of Commissioner of Customs for detecting gold concealed in aircraft
- Received appreciation from passengers at SpiceJet for excellent customer service
- Provided top-of-the-line customer service by engaging customers and using active listening and effective interpersonal skills
- Handle check-in, verifying passengers' documents, issuing boarding passes, and check-in of passengers' baggage
- Greeted customers professionally and courteously to cultivate and maintained welcoming atmosphere
- Worked as team member to achieve highest level of customer service, demonstrating high attention to detail, organization, and ability to manage multiple tasks simultaneously
- Served as source of support during difficult situations, such as aircraft incidents, disruptions, and medical emergencies
- Verified identification and travel documents to efficiently board passengers for on-time departure
- Ensured correct boarding passes are provided to each passenger for assigned charter flight
- Handled transactions in timely manner over sales, delayed and cancelled flights, and any issue related to lost/ damaged luggage
Education
B.B.M. (Bachelor of Business Management) - Human Resource And Taxation
Mangalore University
Mangalore06.2015
Skills
- MS Office
- Data Entry
- Customer Service Expert
- Sharp Problem Solver
- Organizational skills
- Flexibility
- Patience
- Ability to handle difficult customers
- Conflict resolution
- Customer Service
- Team player
- Skilled multi-task
- Active listening
- Time Management
- Planning and Coordination
- Energetic
sections.external_links.name
Certification
- Basic AVSEC Certificate, Bureau of Civil Aviation Security (BCAS), 2016
- AVSEC Refresher, Bureau of Civil Aviation Security (BCAS), 2020
- Screeners Certification, Bureau of Civil Aviation Security (BCAS), 2016
- Recertification of Screeners, Bureau of Civil Aviation Security (BCAS), 2021
- Dangerous Goods Regulations, Directorate General of Civil Aviation (DGCA), 2020
Languages
English
Fluent
Hindi
Fluent
Urdu
Fluent
Timeline
Senior Traffic Assistant
Air India Limited
2023.03 - Current
Senior Customer Executive
SpiceJet Limited
2019.04 - 2022.07
Customer Service Executive
SpiceJet Limited
2016.05 - 2019.03
B.B.M. (Bachelor of Business Management) - Human Resource And Taxation
Mangalore University
- Basic AVSEC Certificate, Bureau of Civil Aviation Security (BCAS), 2016
- AVSEC Refresher, Bureau of Civil Aviation Security (BCAS), 2020
- Screeners Certification, Bureau of Civil Aviation Security (BCAS), 2016
- Recertification of Screeners, Bureau of Civil Aviation Security (BCAS), 2021
- Dangerous Goods Regulations, Directorate General of Civil Aviation (DGCA), 2020
Similar Profiles
Shambhavi AkhouriShambhavi Akhouri
Cabin Executive at Air India LimitedCabin Executive at Air India Limited
RAMYA R.SRAMYA R.S
Senior Associate at Air India LimitedSenior Associate at Air India Limited
Prachi DunbalePrachi Dunbale
Cabin Supervisor at Air India LimitedCabin Supervisor at Air India Limited