Summary
Overview
Work History
Education
Skills
Interests
Quote
Timeline
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SALIM ABDALLA RASHID

Customer Service Representative
Toronto

Summary

Marital Status : Married

UAE DRIVING LICENSE

Employment visa

AVIATION/HOSPITALITY /IT/SALES

Dedicated, Multifaceted, Professional with over 10 years of experience, in Aviation, Hospitality,Sales and IT with diverse business environments that demand strong organizational, technical and interpersonal skills. Possess strong communication skills, an ability to interact with cross-functional departments, with the high degree of professionalism, discretion and problem resolution capabilities. Quick learner, Self-motivated, Result oriented person, with proven record of growth and achievement. Seeking a challenging position with a dynamic organization that welcomes initiative, dedication and demands excellence in consistently meeting business objectives and exceeding standards.

Overview

10
10
years of professional experience
3
3
years of post-secondary education
2
2
Languages

Work History

ACTING CUSTOMER SERVICE TEAM LEADER

EMIRATES
01.2022 - Current
  • To supervise the passenger related processes including: check-in, boarding and transfer desks to facilitate passenger movement into and out of the aircraft in a safe and efficient manner in line with the airline standards and instructions
  • Job Outline:
  • Deploy - Ensures all required resources are assigned on flights according to the passenger profiles and the SLAs to maintain and enhance passenger?s satisfaction and safe operation
  • Lead - Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction , being a role model for the desired safety behaviours and leading with safety - Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions - Organizes and supervises the work of a small team on the day of operations to ensure that work is completed efficiently and in compliance with procedures and service standards - Leads team of staff on the day of operations, who are undertaking customer services related activities to handle in-coming and outgoing flights as allocated - Meets with Agents before the shift to brief and coach them on their responsibilities on the day of operations to include (check-in, boarding and transfer) to ensure that staff are aware of what is expected in line with the SLAs and dnata?s standards - Communicates with airline personnel to ensure all requirements are met as per the agreed SLAs and dnata?s standards
  • Execute - Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment - Implements departmental policies, processes, procedures and provides instructions to the team on the day of operations - Implements day-to-day operations assigned and ensures compliance with the established standards and procedures - Scans the flights on the shift to deal with flight allocations, special requests and off-loading of passengers to ensure on-time flight departure and enhanced passenger satisfaction - Coordinates between team, airline and concerned departments in case of any disruption or irregularity to mitigate any impact on customer and operations - Solves any related customer issues
  • Check-in: - Ensures that check-in counters are ready to ensure smooth and on-time check-in process through actively performing queue combing, identifying and screening passengers with potential issues before reaching the check-in desk - Handles the opening and closing of the check-in counters in alignment with the flight status and the boarding activities to ensure on-time flight departure - Communicates with the Flight Management Unit (FMU) to ensure the required information and updates with regards to special action plan for handling flight is transferred
  • Detention Centre Check-in:
  • Boarding: - Supervises and handles the boarding gates in line with the turnaround aircraft activities to ensure safe on-time departure of the flight - Monitors and ensures that the agreed service requirements for the concerned airlines are effectively implemented (boarding sequence, hand baggage collection) - Controls activities at the boarding gate and ensures accurate re-conciliation of the boarding pass with manifest and passenger boarding figures and provide `Boarding over
  • Clearance to the Aircraft Loading Supervisor
  • Implements the airline specific boarding and announcement procedures in order to have smooth boarding process - Updates the screens at the gate on flight details to ensure that passengers are informed and updated - Communicates passenger load-off or no show promptly to the Aircraft Loading Supervisor to ensure the required arrangements are carried out in a smooth, safe and efficient manner (offload of baggage, update of load sheet) - Operates aircraft passenger loading bridges on both arriving and departing flights in line with the safety and operational procedures in order to safeguard the passenger aircraft against possible ground damage - Reviews the numbers of passengers boarded to ensure reconciliation of boarded passengers against manifest - Communicates with crew to determine any special need.
  • Transfer: - Reviews and constantly checks Passenger Transfer Message (PTM) to address the short and miss connections in order to ensure smooth Passenger journey -
  • Clearance through immigration when required.

DNATA CUSTOMER SERVICE AGENTS

EMIRATES GROUP
DUBAI
03.2016 - Current


  • JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS
  • Display excellent customer service skills; team work and understanding to achieve customer satisfaction
  • Strive as part of a dedicated team to avoid complaints and earn compliments
  • Ensure excellent discipline and grooming standards are displayed at all times while on duty
  • Always adhere to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
  • Report any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken
  • Unaccompanied minors; young passengers; wheelchair; elderly and passengers with special needs etc...) have been met and that special services and facilities are provided to meet any special services requirements by the customers.

System Service Agent, Guest Service

JUMEIRAH GROUP
DUBAI
01.2013 - 02.2016


  • IT Specialist Training in Burj Al Arab and Madinat Jumeirah
  • Tasks including:
  • Provide day-to-day services to the end-users including the connexion of PC’s and laptop’s on the SBU network, creation and resetting of passwords for all business applications, managing software deployments etc
  • To ensure compliance with pre-defined IT standards and policies
  • Provide IT equipment issuance services to the end users to ensure the issuance is properly documented and filed
  • Reply to the requests for assistance from end-users, either colleagues or guests, according to the tone of voice and policies and procedures of the SBU, using both telephone and email, to ensure responsiveness and compliance with SLAs
  • Update all call requests and raise the respective tickets, so as to support the provision of an end-user oriented, efficient and cost-effective service to internal clients
  • Provide first-level support to end-users so as to enable the fast and accurate resolution of issues in both hardware and software infrastructures
  • Provide solutions to simple technical issues of hardware and software while escalating more complex issues to the group-wide IT Service Desk so as to facilitate their fast and accurate resolution
  • Use the relevant automated recording and reporting systems to log in all queries received and support provided in order to ensure visibility on end-users IT issues and to enable the automated report of incidents
  • Follow up on colleagues’ and guests’ requests in order to verify that the problem has been resolved and the proper solution has been applied in a timely manner
  • Contribute to the training of end-users on basic IT applications and fixes in order to ensure knowledge transfer and focus IT efforts on more complex issues
  • Organise the day-to-day operations of the IT support activities to ensure that all work is carried out in an efficient manner, consistent with operating policies and procedures and delivers service excellence
  • Working, Transport
  • As a, Working under Jumeirah resort e.g Al qasr, Minal As Salam, Jumeirah Beach Hotel and Burj Al Arab
  • Driving guests in the buggies wherever required within the resort following the schedule given by the Team Leader, or upon guest request
  • Following safety rules when driving the buggy and driving with the upmost care, making sure all passengers come to any harm.Recording usage of buggies on the appropriate forms
  • Assisting guests with directions within the resort
  • To perform task given by management to assist the department in jobs that might be beyond the parameter of your daily job responsibilities
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs
  • Contributes to team effort by accomplishing related results as needed
  • Meet and assist the guest upon arrival before immigration
  • Coordinate and Escort guest to our hotel limousine
  • Jumeirah way of communication
  • Health and safety and fire and safety procedure
  • A reason to return
  • Evacuation protocol.

Education

Masters - Supply Chain and Management

Lincoln University College, Malasyia
Malasyia
01.2022 - Current

Dipoma - Business Information Technology

Jomo Kenyatta University of Agriculture & Technology
Kenya
04.2009 - 04.2011

Certified Computer Packages (CCP) - undefined

Skills

Diploma in Business Information Technology, MS Word, MS Excel, MS PowerPointundefined

Interests

New challenge

Socializing

Running ek running club

Football

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Masters - Supply Chain and Management

Lincoln University College, Malasyia
01.2022 - Current

ACTING CUSTOMER SERVICE TEAM LEADER

EMIRATES
01.2022 - Current

DNATA CUSTOMER SERVICE AGENTS

EMIRATES GROUP
03.2016 - Current

System Service Agent, Guest Service

JUMEIRAH GROUP
01.2013 - 02.2016

Dipoma - Business Information Technology

Jomo Kenyatta University of Agriculture & Technology
04.2009 - 04.2011

Certified Computer Packages (CCP) - undefined

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SALIM ABDALLA RASHIDCustomer Service Representative