RIMISHIYA FAISAL
ABUDHABI,United Arab Emirates
Summary
Accomplished professional with extensive expertise in ground operations coordination and customer service within the aviation industry. Demonstrates proficiency in patient queuing management, boarding control, and seating arrangements, ensuring efficient and seamless passenger experiences. Skilled in conflict mediation and handling special service requests, with a proactive attitude towards enhancing VIP customer service. Adept at managing security checks, passport and visa verifications, and adhering to international travel regulations. Committed to maintaining high standards of safety through hazardous materials awareness and baggage systems knowledge. Career goals include advancing operational efficiency and elevating customer satisfaction in dynamic airport environments.
Friendly and professional, demonstrating excellent communication and problem-solving skills to ensure passenger satisfaction and smooth airport operations. Proficient in handling customer inquiries and resolving issues promptly.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work history
Airport customer service agent
Bird G-SEC
TRIVANDRUM, INDIA
12.2023 - 02.2025
- Directed passengers towards customs, immigration, and quarantine as per requirement, expediting travel process.
- Enhanced passenger satisfaction by promptly addressing concerns and providing solutions.
- Coordinated with ground staff to manage baggage handling efficiently.
- Upheld high standards of professionalism when interacting with passengers from diverse backgrounds and cultures.
- Executed passport control procedures to ensure security at the airport.
- Provided special assistance for elderly or differently-abled travellers to enhance comfort during travels.
- Liaised effectively with aviation authorities to address any operational issues promptly.
- Handled flight booking, rescheduling, and cancellation for improved customer experience.
- Maintained updated knowledge on airline policies and procedures for accurate information dissemination.
- Dealt with flight disruptions professionally ensuring minimal inconvenience to passengers.
- Ensured adherence to safety protocols whilst dealing with emergency situations at the terminal.
- Welcomed passengers and managed check-in procedures to provide smooth boarding processes.
- Managed baggage handling operations, overseeing accurate loading and unloading of luggage.
- Conducted calls professionally and politely to maintain excellent service standards.
- Upsold guest experiences to maximise average booking value.
Airport customer service agent
AI SATS
TRIVANDRUM, INDIA
10.2015 - 11.2019
- Maintained updated knowledge of airline policies to ensure accurate information dissemination.
- Facilitated timely flight departures through efficient pre-flight checks.
- Managed flight bookings, rescheduling, and cancellations to enhance customer experience.
- Ensured compliance with safety protocols during emergency situations at the terminal.
- Provided proactive assistance to passengers, managing queues and supporting special-needs individuals.
- Initiated boarding procedures, prioritising compliance for on-time departures.
- Handled check-in processes, transfer desks, and special services in alignment with operational standards.
- Provided special assistance for elderly or differently-abled travellers to enhance comfort during travels.
- Worked closely with other team members for seamless coordination of tasks during peak hours.
Education
MBA - Aviation
Annamalai University, Kerala, India
Thiruvananthapuram 07.2020 - 05.2023
Airport Management and Customer care Service - Aviation
Airwing Academy
06.2012 - 02.2013
Skills
- Patient queuing management
- Adaptability in fast-paced environments
- Boarding control proficiency
- Seating arrangements understanding
- Conflict mediation
- Proactive attitude
- Hazardous materials awareness
- Baggage systems knowledge
- Handling special service requests
- International travel regulation familiarity
- Boarding protocols
- VIP customer service
- Strong initiative
- Passport and visa checks
- Ticketing systems operation
- Security checks adherence
- Ticketing system proficiency
- In-Flight services coordination
- Aircraft loading techniques
- Proficiency in multiple languages
- Customer data privacy
- Check-In operations
- Ground operations coordination
- Baggage claims management
Languages
English
Fluent
Hindi
Upper intermediate
Malayalam
Native
Tamil
Fluent
Arabic
Beginner
Accomplishments
I have achieved CAFU Award certificates 5 times from Etihad Airways
Timeline
Airport customer service agent
Bird G-SEC
12.2023 - 02.2025
MBA - Aviation
Annamalai University, Kerala, India
07.2020 - 05.2023
Airport customer service agent
AI SATS
10.2015 - 11.2019
Airport Management and Customer care Service - Aviation
Airwing Academy
06.2012 - 02.2013
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