Zahbia Wazirgul

• Oversee check-in and boarding processes for passengers at the terminal, ensuring efficient flow and high customer satisfaction.
• Lead and support a team of frontline agents to deliver smooth operations and resolve customer issues in real time.
• Manage last-minute disruptions, coordinate with flight operations, and ensure all safety and compliance protocols are followed.
• Act as the main point of contact for escalated cases, balancing operational efficiency with service excellence.

• Managed daily “on the day” operational oversight of multinational Flight and Cabin Crew within a 24/7 state-of-the-art Crew Operations Centre at the Hub and across the global network.
• Responded promptly to in-flight and outstation incidents, flight delays, and emergencies by activating departmental Emergency and Contingency plans, ensuring compliance with safety regulations and minimizing operational disruption.
• Monitored crew rosters and schedules to ensure adherence to Flight Duty Time Limitations (FDTL), fatigue risk management protocols, and regulatory standards including IATA, GACA, and ICAO.
• Acted as the central point of contact and liaison between crew members, Crew Control, the Operations Control Center (OCC), and management for rapid issue resolution and crew welfare support.
• Collaborated closely with Crew Control, IOC, and shift in-charges, providing guidance and leading the team in daily operational tasks and requirements.
• Participated in daily operational meetings to discuss performance, safety, and continuous improvement initiatives.
• Prepared and submitted detailed daily operational reports and communications to senior management to maintain situational awareness and support decision-making

Seconded to welfare department.

As a Welfare Officer, my primary responsibility was to provide comprehensive support to cabin crew members, addressing both personal and professional concerns. This encompassed offering guidance and assistance to navigate various challenges they encountered, fostering a supportive and nurturing environment. Monitoring cabin crew absences, whether due to sickness or other reasons, was integral to ensuring smooth operations. I took proactive measures to address these absences promptly, providing necessary guidance and support as needed. Daily reports were meticulously prepared and sent to management, providing insights into crew welfare and attendance trends. Maintaining updated data and records was essential for effective monitoring and decision-making. Moreover, I was committed to assisting crew members during their outstation assignments, offering assistance and resources to enhance their experience and well-being.

• Supervised a team of 7 to 21 cabin crew onboard international flights, ensuring service delivery, safety, and regulatory compliance.
• Served as Cabin Senior in premium cabins, overseeing the inflight experience for Business and First Class passengers.
• Coordinated pre-flight briefings, assigned crew roles, and verified crew readiness and qualifications.
• Maintained consistent communication with flight deck and ground teams to align inflight service with operational goals.
• Provided mentorship, conflict resolution, and real-time leadership to ensure a seamless premium travel experience.
• worked in all the three cabins economy, business and first class.