SYED MOHAMED ASHIQ
Customer Service Agent
Dubai,UAE
Work Preference
Summary
Customer service and aviation operations professional with five years of experience in UAE, including key roles at Emirates Group. Demonstrated ability to deliver exceptional service in high-pressure, multicultural environments while maintaining safety and operational excellence. Highly motivated and adaptable, consistently enhancing passenger experiences and supporting efficient ground operations. Recognized for reliability, initiative, and a strong solutions-focused approach that drives organizational success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Agent
dnata The Emirates Group
01.2021 - Current
- Provide high-quality customer service by assisting passengers with enquiries, flight information, and airport services.
- Conduct visa checks, passport verification, and travel document validation to ensure compliance with airline, immigration, and other requirements.
- Perform passenger check-in, issue boarding passes, and complete document checks efficiently.
- Handle baggage processes, including CBBG (cabin baggage) checks, weight/dimension validation, and tagging.
- Profile customers professionally and conduct security-related questioning to ensure safety, security, and adherence to airline standards.
- Maintain strict compliance with ICAO and local airport safety, and security regulations.
- Support airport security screening when required, and remain alert to potential safety risks.
- Resolve customer enquiries promptly to enhance satisfaction, and ensure a smooth travel experience.
- Assist with luggage handling, and provide solutions for special service requests or irregularities.
- Responsible for ensuring that the correct baggage is loaded onto the aircraft.
- appropriate aircraft and reaches the proper location. Assists with delayed or missed baggage. Coordinates the boarding process and notifies passengers to assist with boarding at the gates. Ensures passengers board the correct aircraft.
- Maintained clean, safe working environments to eliminate accident risks.
- Managed complaints with calm, clear communication and problem-solving.
- Collaborated with team members to achieve target results.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
Education
Diploma of Higher Education - Diploma in customer relationship management.
Indian Institute of Skill Development Training
01-2025
Bachelor of Engineering - Electronics & Communication Engineering.
Anna University
01-2017
Diploma of Higher Education - Diploma in Electronics & Communication Engineering.
MIET Polytechnic College
India01-2014
Skills
- Professional staff communication
- Conflict resolution and passenger support
- Calm communication under pressure
- Multicultural customer interaction
- Operational troubleshooting
- Adaptability and quick learning
- Attention to detail and accuracy
- Team coordination
- Reliability in high-pressure environments
- Customer relationship management
- Strong customer service orientation
- Query resolution
- Client-Focused approach
- Customer complaint management
- Empathetic listening
- Airline self-service check-in assistance
- Document verification
- Customer engagement
Education
Indian Institute of Skill
Development Training
India
Diploma of Higher
Education: Diploma in
customer relationship
management.
2025
Anna University
India
Bachelor of Engineering :
Electronics &
Communication Engineering.
2017
MIET POLYTECHNIC
COLLEGE
India
Diploma of Higher
Education: Diploma in
Electronics &
Communication Engineering.
2014
Certification
- Certificate of Appreciation – UAE Federal Authority (ICP)
- Crime Awareness & Prevention – Ground Staff
- Environment Awareness Training – dnata
- Customer Service Excellence in Aviation – Certificate
- Appreciation – Himalaya Airlines (Fast check‑in service)
- Staff Communications User’s Guide – Completed
- Dangerous Goods Training – Passenger & Crew Handling Staff (Initial), accredited by the General Civil Aviation Authority.
- Airport Management – Internationally accredited certification (USA).
- Transport Management in the UK: Ports and Airlines – Certified training.
- Mastering Logistics Management – Joint program by UniAthena and Cambridge International Qualifications (UK).
Timeline
Customer Service Agent
dnata The Emirates Group
01.2021 - Current
Diploma of Higher Education - Diploma in customer relationship management.
Indian Institute of Skill Development Training
Bachelor of Engineering - Electronics & Communication Engineering.
Anna University
Diploma of Higher Education - Diploma in Electronics & Communication Engineering.
MIET Polytechnic College