Muhammad Waqas
Dubai,UAE
Summary
Dynamic and results-driven Customer Services Professional with over 12 years of extensive experience spanning aviation operations, luxury hospitality, Holiday homes and luxury real estate rental, real estate concierge services, and high-volume customer support across the UAE and international markets. Proven track record in managing passenger check-ins, resolving complex complaints under pressure, and delivering VIP service excellence. Recognized by Dubai Airports for exceptional performance during major international events. Strong leader and mentor proficient in CRM systems, cross-departmental coordination, and multicultural stakeholder communication.
Overview
4
4
Languages
1
1
Certification
3
3
years of post-secondary education
14
14
years of professional experience
Work history
Customer Services Officer
Emirates Airline Group (dnata)
Dubai, UAE
2022.01 - 2026.08
- Managing high volumes of international passengers daily, providing prompt assistance for check-in procedures, document verification, and flight inquiries.
- Assist passengers with airline self-service check-in kiosks and provide dedicated support to special needs and PRM passengers.
- Delivered high-quality service with attention to detail and professionalism.
- Coordinate seamlessly with airlines and airport ground departments to ensure seamless flight transfers, handling, and on-time departures.
- Resolve complex customer grievances and service disruptions on spot, significantly raising passenger satisfaction levels.
- Key Achievement: awarded by Dubai Airports for exemplary customer service during FIFA World Cup 2022 operational surge.
Customer Services Representative
Fam Living Luxury Homes
Dubai, UAE
2018.09 - 2021.10
- Managed guest relations and administrative workflows for luxury short-term holiday rentals in Dubai.
- Addressed client inquiries, special requests, and emergency maintenance issues with courtesy and rapid follow-through.
- Maintained exhaustive product and property knowledge to upsell services and recommend tailored options to incoming guests.
- Built sustained customer loyalty through effective communication, resulting in strong client retention and repeat bookings.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Managed high volume of inbound calls for quick resolution of customer issues and increased sales.
Premium Concierge
Meraas Holdings
Dubai, UAE
2016.08 - 2018.09
- Delivered premium concierge services to high-net-worth guests across flagship destination developments.
- Handled challenging customer interactions calmly and professionally, minimizing service friction and enhancing brand loyalty.
- Kept up-to-date with current promotional campaigns and property knowledge to optimize guest satisfaction.
- Supported team development by training and mentoring junior staff to maintain high hospitality service standards.
Customer Assistant
Enforce Group (Louis Vuitton, Dubai Mall)
Dubai, UAE
2014.09 - 2016.08
- Served as point of contact at premier high-volume luxury retail flagship store, welcoming international visitors.
- Coordinated with store security personnel to maintain visitor safety and managed reception area presentation.
- Promptly escalated unusual or suspicious activities to strengthen site security and risk management protocols.
- Ensured health and safety regulations complied within work premises at all times.
- Collaborated efficiently with team members to maintain smooth store operations.
Call Center Agent
Ibex Global (TRG Company)
Lahore, Pakistan
2012.07 - 2014.03
- Managed high volume of inbound support calls, consistently meeting average handle time and resolution targets.
- Provided tier-1 technical support and troubleshot customer inquiries using effective problem-solving skills.
- Applied persuasive selling techniques to cross-sell and promote company products and services during support calls.
- Handled administrative duties including filing, record management, and reporting to support team productivity.
Education
Bachelor of Arts - English Literature
Islamia University Bahawalpur
Bahawalpur 2008.01 - 2010.01
Diploma - Microsoft Office
Al Syed Computer College
Haroonabad Pakistan 2007.01 - 2008.01
Skills
- Customer Operations: Customer Relationship Management (CRM), VIP Guest Relations, Conflict Resolution, Escalation Handling, Front Desk & Concierge Management
- Aviation Services: Inadmissible passengers assistance, Deportations and Immigration refusal handling, Self-Service Check-In Kiosks, Special Needs/PRM Passenger Assistance, Document Verification, Flight Coordination
- Sales & Communication: Telesales Techniques, Product Knowledge Mastery, Clear Verbal & Written Communication, Stakeholder Engagement
- Soft Skills & Leadership: Calm Under Pressure, Multi-tasking, Team Leadership, Onboarding & Training, Problem Solving
- High end Holiday homes and Real estate management: Managed high end long term and short term rentals, Property handovers, Client check ins and check outs, DTCM permits and rules knowledge, Viewings and closings of luxury properties
Certification
- Valid UAE Driving License
- Fire Safety License - Directorate of Protective Systems (DPS), Dubai
LANGUAGES
English: Advanced / Professional
Urdu: Native / Bilingual
Punjabi: Native / Bilingual
Arabic: Beginner / Conversational
Timeline
Customer Services Officer
Emirates Airline Group (dnata)
2022.01 - 2026.08
Customer Services Representative
Fam Living Luxury Homes
2018.09 - 2021.10
Premium Concierge
Meraas Holdings
2016.08 - 2018.09
Customer Assistant
Enforce Group (Louis Vuitton, Dubai Mall)
2014.09 - 2016.08
Call Center Agent
Ibex Global (TRG Company)
2012.07 - 2014.03
Bachelor of Arts - English Literature
Islamia University Bahawalpur
2008.01 - 2010.01
Diploma - Microsoft Office
Al Syed Computer College
2007.01 - 2008.01