Monzer Abdullah
Senior Airport Services Agent
Dubai,Dubai
Summary
Customer service professional with 24 years of experience. To grow as a skilled and dynamic professional in a challenging role while offering the best to the organization. To apply being strong team player skills developed through work in retail and group activities. Get on well with people at all levels, easily making good working relationships. Easily understand any person & can work under pressure. Polite Passenger Service Agent with highly developed skills in enforcing airline security and safety measures. Over 3 years of experience working in airline customer service industry. Adept at announcing flight updates, accepting baggage for check-in and processing reservations. Diligent and kind with excellent customer service talents.
Overview
24
24
years of professional experience
Work History
Senior Airport Services Agent
Emirates Airlines
12.2015 - Current
- All duties relevant to check in passengers to their respective flights on time.
- Participating in Periodic training programs by Emirates Airline to keep up with the quality of the service.
- Greeted passengers and provided boarding instructions.
- Gave exceptional technical support and high-quality service to customers.
- Collected baggage charges and accepted baggage for check-in.
- Managed gate, ramp and cabin services for each flight.
- Utilized PA system to announce departures and changes to landings.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Provided clients with assistance in preparing required travel documents and forms.
- Contact: -EKAS Support services APTHTL Department 00971 4 2820664
- Maintained detailed records of flight-related information, ensuring accurate communication between all relevant parties.
- Implemented innovative solutions for common travel issues, improving the overall passenger experience.
- • Improved airport services efficiency with thorough organization of daily tasks and responsibilities.
- Adapted quickly to changing regulations or policies while maintaining excellent levels of service delivery to both airlines and passengers.
- Facilitated clear communication between ground staff, cabin crew, and pilots to ensure efficient flight preparations.
- Trained new airport services agents, fostering a supportive team environment and enhancing overall performance.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Coordinated luggage handling procedures, resulting in fewer lost or delayed bags for passengers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Produced and shared customer service reports to support management decision-making.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Airport Services Agent
Emirates Airlines
12.2011 - 12.2015
- Escalate customer complaints which need special attention to relevant departments for the purpose of identification of reasons and actions to be taken by the company
- Improve customer relations and maintain an exceptionally high standard of service with emphasis on telephone personality
- Ensure that customers with queries and complaints are attended to the maximum level which are resolved within the stipulated timelines
- Ensure accurate resolutions to avoid repeat calling
- Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
- Contacted customers to assess needs and deliver solutions.
- Facilitated product presentations to potential customers and delivered custom solutions for business needs.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
- Trained new employees on company customer service policies and service level standards.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Collaborated with customs officials to ensure adherence to international travel regulations for arriving passengers.
- Assisted passengers with check-in procedures, ensuring a smooth and efficient process.
- Conducted thorough passport checks at immigration desks, verifying necessary documentation for international travelers entering the country.
- Facilitated the boarding process by managing the flow of passengers onto aircrafts promptly and efficiently.
- Participated in emergency training exercises, enhancing preparedness for potential airport incidents.
- Ensured cleanliness of airport facilities by conducting regular inspections and addressing maintenance concerns promptly.
- Assisted in resolving ticketing issues by liaising between passengers and airlines'' central reservation systems effectively.
- Participated in ongoing training programs to stay current on industry best practices in safety protocols and customer service techniques.
- Responded swiftly to passenger inquiries, providing accurate information about schedules, fares, and travel policies.
- Provided exceptional customer service to passengers requiring special assistance, including wheelchair users and unaccompanied minors.
- Managed approximately 30 incoming calls, 75 emails and faxes per day from customers and outstations
Marketing Representative
HAYAWE Bio Wood Manufacturing
01.2011 - 12.2011
- Developed and implemented comprehensive marketing strategies to increase brand awareness and customer acquisition.
- Coordinated with sales and operational teams to verify alignment of marketing initiatives with company goals.
- Responded to customer inquiries promptly and professionally to increase customer satisfaction.
- Strengthened outreach by coordinating events to maximize marketing initiatives.
- Created reports to track performance of marketing campaigns and suggest improvements.
- Analyzed industry trends and benchmarked competitors to inform marketing strategies.
- Distributed advertising and marketing collateral to store locations.
Operation Supervisor & Consultant and Airport Rep
Grand Circle Travel
06.2006 - 01.2011
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Achieved results by working with staff to meet established targets.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Monitored workflow to improve employee time management and increase productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Conducted routine inspections to check quality and compliance with established specifications.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Managed approximately 30 incoming calls, emails and faxes per day from customers and manged a team of 10 staff.
Sales Agent
7 Stars Bazar
01.2002 - 04.2006
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Increased sales and customer satisfaction through personalized servicing.
- Adjusted sales scripts to better target needs of specific individuals, boosting sales by 75%.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Mentored junior sales agents, sharing effective selling techniques and best practices for success.
- Maximized profitability through strategic pricing negotiations while maintaining strong client relations.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Presented professional image consistent with company's brand values.
- Explained features and advantages of new products or services to promote sales.
Food Pantry Worker
Al Tahrir Restaurant
06.2000 - 12.2001
- Sorting/ Packing rescued food, Grocery items before delivering to people who are in need of
- Maintained work areas by cleaning and straightening for maximum productivity and safety.
- Performed general housekeeping and cleaning tasks.
- Cleaned and straightened work areas to maximize productivity and safety.
- Followed instructions and procedures to complete assigned tasks.
- Worked fast to complete tasks and meet daily deadlines.
- Identified defective products or machinery and reported to supervisor.
- Oversaw daily operations of our department efficiently by delegating tasks appropriately based on individual strengths.
- Assisted in training of new employees on company policies, procedures and processes.
- Handled customer inquiries courteously and professionally to enhance satisfaction.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Addressed and resolved customer complaints in polite and professional manner.
- Learned all required tasks quickly to maximize performance.
Education
No Degree - Aviation Management And Operations
Emirates Aviation College
Dubai, United Arab Emirates07.2024
BBA - Accounting
Faculty Of Commerce, Assiut University
Assiut, Egypt10.1999
Skills
- Ability to work under pressure
- Computer Literacy
- Ability to learn quickly
- Customer Service
- Problem-Solving
- Data Entry
- Upselling and Cross Selling
- Special Needs Assistance
- Time Management
- Phone and Email Etiquette
- Relationship Building
- Team Leadership
- Passenger Assistance
- Organizational capabilities
- Ground services coordination
- Airport security awareness
- Check-in procedures
- International travel knowledge
Additional Information
- HONOR AWARDS: Najm Appreciation 26-Mar-2024 Najm Appreciation 21-Mar-2024 Najm Bronze 25-Jul-2023 Najm Appreciation 26-Jun-2023 Performance 21-Jun-2023 Najm Appreciation 30-May-2023 Performance 10-Jan-2023 Customer Service 08-Nov-2022 Customer Service 17-Jul-2022 Performance 21-Mar-2022 Najm Najm Appreciation 15-Mar-2020 Najm Najm Appreciation 22-Oct-2019 Najm Najm Appreciation 24-Apr-2019 Other Appreciation App-2016-104-290 13-Mar-2016 Other Appreciation 647-103-2015 01-Apr-2015 Other Appreciation APP-2015-103-046 09-Jan-2015 Other Appreciation 25-Feb-2014 Najm Najm Appreciation 25-Sep-2013 Other Appreciation CR502 26-Apr-2012
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 10 staff members.
- Achieved many appreciations by completing tasks with accuracy and efficiency.
- Resolved product issue through consumer testing.
Certification
Aviation Management And Operations, Emirates Aviation College - Dubai, United Arab Emirates
· Basics of Sensitive Security Information (SSI)
· Protecting Payment Card Information
· PCI DSS - Securing Point of Sale Devices (POS)
· Crisis Response
· Dangerous Goods
· IATA Travel Pass
· Airside Safety
· Customer Service Foundations
· ACAA Recurrent Training
· Crime Awareness and Prevention - Ground Staff
· + Others
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsLanguages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Beginner (A1)
Software
Microsoft Office
Interests
New Zealand, Australia, Europe, Canada
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Senior Airport Services Agent
Emirates Airlines
12.2015 - Current
Airport Services Agent
Emirates Airlines
12.2011 - 12.2015
Marketing Representative
HAYAWE Bio Wood Manufacturing
01.2011 - 12.2011
Operation Supervisor & Consultant and Airport Rep
Grand Circle Travel
06.2006 - 01.2011
Sales Agent
7 Stars Bazar
01.2002 - 04.2006
Food Pantry Worker
Al Tahrir Restaurant
06.2000 - 12.2001
No Degree - Aviation Management And Operations
Emirates Aviation College
BBA - Accounting
Faculty Of Commerce, Assiut University
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