Experience

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  Satcom Direct

  • Dubai, United Arab Emirates

  • Senior Technical Support Specialist

    • Oct 2017 - Sep 2021
    • Dubai, United Arab Emirates

    • Provide remote and onsite technical support to OEMs and customers for avionics system configurations and troubleshooting using SD’s SATCOM testing laboratory.• Provide technical guidance to customers and OEMs on all SD products and services, including flight planning, weather, flight deck and cabin communications systems (specifically, VHF datalink, Inmarsat, Iridium and ViaSat data, voice and internet services).• Support OEMs and customers in all aspects of avionics training including but not limited to use of satellite connectivity networks, associated hardware, and compatibility of services.• Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor health of the networks.• Assist in development and testing of SD products and services by performing quality assurance activities, such as software regression testing and analysis, and working with product managers and developers to isolate and resolve defects.• Participate in planning and design discussions with product managers and developers.

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  SalamAir

  • Dubai, United Arab Emirates

  • Customer Service Supervisor

    • Apr 2017 - Oct 2017
    • Dubai, United Arab Emirates

    Supervise daily activities to ensure a safe and efficient operation and prescribed customer service levels are met;Implement and maintain effective planning and allocation of resources;Be a reference point of contact for suppliers and oversee their performance to ensure their services and products meet Salam Air’s required standard;Support the Airport Services Manager by providing training and development to team members through role modelling, monitoring and on-the-job coaching;Evaluate cost implication when making day-to-day operational decisions;Represent the Airport Services Manager in airport-related activities and committees and develop and maintain good rapport with the Airport Authority, Customs and Immigration officials and other agencies;Take a lead role in implementing change and ensuring continuous improvement;Manage and handle irregular operations of varying scale;Take a leadership role in Emergency & Accident preparedness;Other duties as required.

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  British Airways

  • Abu dhabi International Airport - UAE

  • Customer Service Executive

    • Jul 2013 - Jun 2015
    • Abu dhabi International Airport - UAE

    Conduct regular audits on the service level agreements with the ground-handling agency. Responsible for Customer Service ratings for the station and respond to all customer service feedback. Overseeing BA turnaround operations on shift to ensure all service, security and safety standards are met or exceeded. Covering check-in, boarding gate and assisting ramp staff.Managing ground handling agent on a daily basis according to BA procedures / standards and in accordance with the GHA contract and Service Level Agreement.Being cognizant of and routinely promoting the security processes for each step in the customer experience.Acted as security coordinator by ensuring the correct practices are used for the duration of the BA turnaround. By being alert to potential security threats and risks and initiate appropriate responses. Ensure that UK Border Agency procedures are followed to ensure that visa or passport irregularities are addressed before travel. Accountable for ensuring immigration fines are not incurred.Effectively dealing with upgrades / downgrades and Denied Boarding Passengers. Managing arrivals product including mishandled baggage standards.Managing customer service exception handling, e.g. excess baggage payments, waivers, airport upgrades, ATC and other ad hoc issues. Proactively resolving any problems on the day to ensure BA standards are delivered.Established and maintained good working relationships with all airport stakeholders and government agencies (customs, immigration, security, police, medical, cargo, ground transport, catering, duty free, courier companies, tour operators and other airline staff).

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  Emirates Airline

  • Dubai International Airport - UAE

  • Senior Customer Services Executive

    • Aug 2007 - Jun 2013
    • Dubai International Airport - UAE

    Boarding Gates (Gate Team Leader):- Control boarding gate activities and ensures accurate re-conciliation of the passenger boarding figures.- To ensure flight boarding conforms to the safety, security and Service Standards. - Ensure to follow the airline specific boarding & announcement procedure in order to have smooth boarding process. -Ensure all required documents are forwarded to the flight.Check-in Counter (Counter Team Leader):- Organize on time opening/closing of the flight - To secure prior arrangements to effectively deal with demanding situations such as, but not limited to: Over-bookings, Aircraft Downgrades, Delays and Cancellations etc.Job Profile • Analyze advance work load profile and accordingly plan and organize sufficient manpower in to ensure that requests are met within agreed service standards. • Report any customer complaint or service failure immediately to the supervisor. Take remedial action to calm irate/dissatisfied passengers and resolve operational discrepancies. • Act as a mentor to team members as and when required, in order to give them confidence and to impart the knowledge and experience necessary to progress within the organization.• Conduct frequent briefing sessions with all team members assigned at respective area to ensure they are kept updated with all developments, planned operation and applicable procedures.• Provide feedback to supervisors with regards to staff performance. Conducts performance reviews for the team members so that the review process is completed in a timely manner.• Ensure that the equipments/facilities at the designated work area are functional before starting the job functions.

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  Dnata

  • Dubai International Airport - UAE

  • Baggage Services Agent (Trainee)

    • May 2004 - Aug 2005
    • Dubai International Airport - UAE

    Job Profile.• Respond to passenger queries about mishandled bag while dealing with them face to face and on phone.• Despatch the left behind baggage or baggage received for transfer, to the stations concerned by strictly adhering to the security implications and airlines' procedures. • Record all unclaimed baggage, security items and found articles received from various airlines, in system within 04 hours of flight arrival• Ensure that delivery of claimed baggage is done against proper documents.• Co-ordinate with Ground Operations for the delivery of all offloaded baggage and through tagged baggage for passenger collection and deliver them against baggage claim tags.• Ensures files of all missing bags are closed within 03 hours of flight arrival and passengers are kept informed immediately of the arrival of their bags.• Arranges home delivery for those airlines, which has an agreement with DNATA, using services of car rental agencies as quickly as possible.

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  Al Suwaidi Travel Agency

  • Ajman - UAE

  • Reservation and Ticketing Agent

    • Aug 2002 - Jan 2003
    • Ajman - UAE

    Job Profile:• Creating reservations and issuing tickets for selected airlines.• Maintaining Sales accounts on a daily basis and reporting to sales manager.• Handling payment between customers and travel agents.• Reporting to main branch monthly with sales coupons and cash.• Handling ticket stocks and record of all accounting coupons.• Responsible for opening and closing the agency on time.