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
03.2023 - 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
04.2019 - 07.2022
- 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
05.2016 - 03.2019
- 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
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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
03.2023 - Current
Senior Customer Executive
SpiceJet Limited
04.2019 - 07.2022
Customer Service Executive
SpiceJet Limited
05.2016 - 03.2019
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
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