Mahjabeena Akhter

In this position I am heading two departments with staff of about 650 members.

collaborated with IT team and implemented digitized system to record Data and trace staff allocation in order to enhance flight handing.

Continuously monitoring processes to ensure best customer service.

• Managed team member schedules and work assignments.
• Hired, trained, and motivated employees to provide exceptional passenger care and support.
• Oversaw ticketing, gate and ramp services.
• Monitored security and maintained operational protocols.

• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Analyzed and reported on key performance metrics to senior management.

• Trained employees in essential job functions.
• Initiated plans to improve customer relations, quality standards, and service efficiency.
• Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• Supervised and coordinated team to provide guidance and support and maximize performance.
• Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.

• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Coached employees through day-to-day work and complex problems.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Created, prepared, and delivered reports to various departments.
• Identified customer service trends to provide recommendations for process and procedural improvements.
• Monitored front areas so that questions could be promptly addressed.